Bonjour,
En 2021, le portable Executive que vous avez acheté sera lancé, qui en est actuellement à la troisième génération, et sera également bientôt pris en charge. Ceci est seulement pour informer que le produit que vous avez acheté n'est pas le produit actuellement commercialisé. Nous cherchons toujours à nous améliorer, même si nous ne l'utilisons pas.
Il n'est pas possible de suivre l'unité, car en 2021, nous n'avons pas le système actuel de gestion des tickets et des RMA, même si nous renouvelons le technicien personnel avec des techniciens plus expérimentés.
Êtes-vous prêt à partager la conversation que vous avez avec lui à support@slimbook.com ? (citez ce message)
Je pense que c'est une continuation de l'affaire, car je vends des kilomètres d'unités de cet ordinateur portable et je n'ai pas à payer pour toutes les erreurs que je commente. Et vous avez besoin de 2 unités avec cette baisse et c'est quelque chose à saisir. Je pense que nous pouvons résoudre certains de ces problèmes, afin que nous puissions travailler avec des ordinateurs portables. C'est important.
Je pense vraiment que vous changerez d'avis si nous reprenons la conversation.
Merci

Votre message semble être une traduction automatique qui est difficile à comprendre. Pouvez-vous répondre directement en espagnol (ou en anglais si vous préférez) ? Cela évitera toute confusion. Aussi, de quel conversation avec support@slimbook.com parlez-vous ? Je ne comprends pas ce que vous attendez exactement de moi.

De quelles 'deux unités' et de quelle 'baisse' parlez-vous ? Je n'ai jamais eu de réduction, donc je ne comprends pas ce que vous voulez dire.

Right, excuse me.
I would like you to forward us the email conversation you had with us, as it has been several years.
We would like to help you solve the problems.
Thanks,

Like this ?

"

-Hi, I just received the Executive with Neon but I changed the name of the profile folder so I am unable to enter with the password, and when I try to boot from a live usb the screen is blinking constantly. Since I don't find a recovery partition and I am a bit afraid that to reproduce the install with the Slimbook optimizations and softwares might be complicated (and blinking) to reinstall, do you know any way for me to avoiv spending 2 weeks configurating the laptop ? Thanks a lot

- Good morning, I'm sorry to read about that, fortunately it's an easy fix.

All you have to do is login via TTY with ctrl+alt+F2 on your Neon install or whatever Linux distribution you wish to use in the future, and add this kernel flag in your /etc/default/grub file: i915.enable_psr=0

The line should look more or less like this:

GRUB_CMDLINE_LINUX="quiet splash i915.enable_psr=0"

Save the file and do a sudo update-grub

Reboot and the flickering will be gone."

Hi,

In your current account, you have an email address that does not appear in our old mailbox.
Reply to the old email so we can follow up on your case.

Also write a new email with the problems that persist because this one from PSR, for example, is solved with a BIOS update and if it persists, it is because it has not been updated.

Best regards,

What is the point ? The support told now:

"On another note, you mentioned that the laptop heats up significantly and shuts down. This behavior is typical of overheating, which can often damage the LCD connector on the motherboard since it’s located very close to the CPU. If that’s the case, the repair cost could unfortunately be quite high.
Please check if the fan activates when the laptop heats up; if it doesn’t, this strongly suggests that overheating is indeed the issue."

It is not like I just discover that something is wrong but it is too late apparently.

Hi,

I didn't find your messages when the laptops were under warranty, but I did find that you are currently talking to our technical service via support ticket.
Let's continue the conversation via support ticket because we will try to give you a better service with a discount.

Best

Hello,

I would like to understand why a device with so many issues—random shutdowns, failure to turn on below 60% battery, excessive heating even when turned off and charging, rapid battery drain while powered off, screen flickering, and only 3-4 hours of battery life—would require a repair at my expense.

Additionally, is this due to the fact that Slimbook, despite selling internationally and within Europe, applies local warranty policies for the battery?

I was redirected to your brand from the KDE website, expecting a high-quality Linux experience. However, it seems that KDE Germany partners with suppliers and integrators across Europe (Merchrevo, Tuxedo, TongFang, Slimbook, etc.), who ultimately rely on Chinese manufacturers. In the end, this feels more like a rebranded product rather than a truly premium Linux laptop. Have I unintentionally been a beta tester?

I look forward to your response.

Best regards

Hi,

I couldn't locate your comments until 4 years after the purchase.
We also can't give you special treatment if you don't even want to send us the computers to check for errors. It's all assumptions here.
If you want to fight, no thanks.

The main Linux developers have said in recent years that distributions have also improved thanks to companies like Slimbook, because of our financial support, our synergies, our contributions.
But you may think otherwise.

We can't give you out-of-warranty support with discounts or special deals, if you don't send us the products to check.

Regards,

Hello,

I am not asking for "special treatment," just an acknowledgment that your products did not live up to the promises made at the time of purchase. I invested several thousand euros in your devices expecting a premium experience, yet with recurring issues, poor thermal management, and hardware failures, what I got feels more like a generic laptop with a new logo, repackaged and sold at a high-end price rather than a premium device designed from the ground up.

Your response is clearly defensive, as if you’re trying to avoid any responsibility. Instead of addressing the real issues, you deflect by pointing out how long it has been and emphasizing your contributions to Linux. However, none of that changes the fact that I, as the paying customer, received a product that never met expectations. It feels like you’re shifting the blame while I am the one who lost time and money.

It is disappointing to see a brand that claims to support the Linux community take such a stance with its customers. Your response confirms that, despite the clear and persistent defects, the only solution you offer still comes at my expense.

I will not pay shipping cost to repair a laptop that should have worked properly from the start, so later you can ask me €300 more. Basically 500€ when a brand-new, better-built oled alternative costs just a little more. . However, I want to highlight that your marketing claims do not reflect the actual user experience, and that is something I will make sure to share.

Best regards

You can buy an expensive car or a cheap car and both can break down.
What you should do is contact us from the beginning and let us check and repair the computers.

The factories we work with, offer us products and we improve and demand changes and hardware requirements. Then these factories sell to us, to Tuxedo or to others. And all of them, after import taxes, have a similar price. In fact Tuxedo is always more expensive.

You don't want to spend 30 euros to send a laptop to be checked?
We don't know if the repair will be 0 euros, 300 euros, but you were told in the ticket that your estimate of 500 euros was high and that even putting ourselves in the worst case scenario it would be less than 300 euros, but that in addition you would be given a special price, a special discount. But we need check it before and of course, you’re not obligated to proceed with the repair if you’re not satisfied with the diagnosis.
Do you really not want to pay a little money 4 years after having the laptop?
Are we arguing over 100 euros? wasting hours of talk time for 100 euros?
Are you going to throw away a laptop for a small amount of money?

I want to add my two cents.

How can you tell that 

The main Linux developers have said in recent years that distributions have also improved thanks to companies like Slimbook, because of our financial support, our synergies, our contributions.
But you may think otherwise.

It's a joke.

Slimbook, and other brand (name it), you are just reselling chinese laptop, with a poor EC management (yet interresting, when it work). You all fork repository X or Y, add your serial number in the source code, publish on your github, eventually create a deb or rpm package, and that's it. Nothing fancy in my opinion. I would say, you even contribute to the fragmentation of the linux market because I have yet to see one driver to "rule them all" (I am talking about the EC, keyboard keys, and whatever you custom repositories add support to).

This will NEVER be in the mainline kernel, because ALL OF YOU are doing things in you side, adding your custom serial number or whatelse to the code to make the features you want available and keep your business alive. The EC that apparantly even tongfang don't tell you where to look at in memory to trigger the EC function...(I'm glad some random folk on github already did retro-enginering for you).

Its only business, business and business. You can give money to "distributions", it will not make the linux support better. I want kernel support, I don't give a F about KDE (I'm glad they exists, however). I'm using MINT, based on UBUNTU.

My airplane key don't work on MINT with the executive 14. I had to fork "your" repository, and add 2 line of code, compile and install on my local computer to make it work:

https://github.com/notnotme/qc71_laptop

Your linux support, what you add to linux, keep it for you. I'm am talking about Slimbook, Alejandro, don't take it for yourself.


 

I would say, you even contribute to the fragmentation of the linux market because I have yet to see one driver to "rule them all"

What driver are you expecting to come? There are already a bunch of vendor specific wmi/acpi platform drivers on Linux for Lenovo, Asus, HP, System76.... All of them doing almost the same, using its own wmi guid's, ec registers or acpi dsm methods. 

You can blame Microsoft and all members of the committee who came with those standards. We don't want to write or maintain drivers, they are harder to develop and end up giving a poor user experience. That's why we try our laptops EC do as much work as possible without needing a driver. In some laptops the driver is only providing notifications to user space. On some other product we don't use any driver at all.

I'm glad some random folk on github already did retro-enginering for you

I hope by random guy don't you refer to Barnabas. Other vendors using the qc71 platform have developed its own drivers so yes, we are provided with technical information without having to do retro-engineering. Sometimes, however, we need some specific flag but requesting the information is a slow, long and tedious path. I've been involved in a project with industrial grade Sony hardware and we had the same problem every time we wanted to go further the essential documentation we were provided.

Back to the topic, we expect qc71 may end upstreamed someday (as there are dozens of similar drivers already). We are working on it but it is a slow process, again.

My airplane key don't work on MINT with the executive 14. I had to fork "your" repository, and add 2 line of code, compile and install on my local computer to make it work:

We prepare Slimbook laptops with Mint, even with Debian Mint, adding our Noble or Jammy repository is enough for all deb based distributions. 

As i said, without vendor specific drivers Airplane mode won't work in most laptops.

Yeah, Slimbook sold me a mercantile narrative, as if they could offer a MacBook-like experience. However, the value chain is in China, and companies in Spain and Germany are entirely dependent on it.  

The support team acknowledged today that the laptop might have been faulty during the warranty period, but now that the warranty has expired, they're shifting the responsibility onto me. This is purely mercantile thinking, as I did report the issues while the laptop was still under warranty.  

My 10+ year-old MacBook has almost no scratches and still outperforms the so-called “military-grade” Executive in terms of battery life. Slimbook advertised USB-C charging, yet apparently this not recommended. The keyboard backlight also has to be turned on manually every time. 

When support suggested that changing my OS might improve battery life, I was confused—because that is simply not true. I specifically bought the KDE Edition, which was advertised for significant battery life. As the client, I have spent countless hours following support instruction, yet the issues persisted.  

I was also confused to hear from support that not reporting a faulty battery within six months makes it the consumer’s problem, citing local Spanish consumer laws when Slimbook sells broadly. Anyway I didn't speak Spanish at the time. Initially, I wasn’t too concerned about the battery because the laptop was not designed to be used without power cord, but the issues worsened over time. I felt defenseless, and as time passed, I was left even more confused.  

I have closed my AliExpress account because of similar experiences—they left me feeling confused as a customer, just like this situation. Now, I have a tablet and plan to get an OLED screen for my desktop. When I need a new laptop for work, I’ll look for one of the new generation models with 16-18 hours of battery life.  
Spending any more money on Slimbook feels like an illusion, given the value chain’s reliance on China.  

I am the client—this is not just about calculations I paid for a premium product and will not trust Slimbook, period. Nothing is gonna get done.

Hello Mr. Romain,
We wrote to you 5 days ago asking you to send us information about your case to quality@slimbook.com and we told you that we would consider returning your laptop, because you notified us a few months after the sale. We still haven't received the email, I don't know why you don't want to write to us or why you don't want the refund. Do you just want to argue?

Mr. Jagers, I'm sorry that 2 years after your purchase, my colleague didn't help you as you expected, but why didn't he respond to that last message and have you come back to fight after 4 years? If you had claimed that response after 2 years, instead of using your laptop for 2 more years, you would have received help under warranty.
Even so, we wanted to give you special treatment and repair your laptops with a symbolic minimum price. If you want us to repair it, tell us, if you want everything for free without assuming that you didn't respond 2 years ago, and you continued using it, you are wrong. You are wasting your time, I told you the other day and you wanted to continue arguing and getting angry.

We are not here for you to take a mistake and take it out of context, and also rethink or invent simple arguments.
The Slimbook Executive has never been sold on Aliexpress, and although it is manufactured in China, Apple or Dell are also manufactured.

Fedora or KDE developers have thanked us numerous times for providing them with computers, because by testing hardware, such as NVIDIA, they manage to contribute lines of code to the kernel, and these contributions are made in their name, obviously, not in ours.

You may not agree, but you are from France, a country with strong values ​​of work and harmony, no one should be slandered and let us despise the work of people.

Let us be constructive, write to quality@slimbook.com and you will get solutions.

Am I really supposed to initiate an RMA myself? Isn't that the responsibility of support? You cannot be serious.

First, I was asked to perform a BIOS update—which, in hindsight, was risky for me to accept, considering I had no idea what I was doing. A BIOS update can potentially brick a machine.

Then, I was instructed to create and use a Live USB—something I had never done before and had to figure out on my own.

After that, I was asked to find another battery (which I didn’t have) and open the laptop myself to swap it. This was overwhelming, as I don't have the technical skills for such tasks.

You accuse me and say it's my fault. This support process has been completely unreasonable, overwhelming me with technical demands, and you wonder why I am confused and why I stayed in this situation?

Before all of that, I was advised to change my Linux distribution myself to test different configurations—as if it were a simple task for someone without technical expertise.

This is exactly why people need to read this—so they can understand why I am giving such a review.

Hello Jager. 

I received the laptop 1 august 2024, I contacted the support 5 august 2024, about a dead pixel and 2 keyboard keys that I had to remount myself, and the airplane mode note working.

The support answered the day later (6 august 2024), told me the dead pixel does not covered by the warranty (I knew it, its okay afterall, if it was only THAT).

About the airplane mode, the support told me "we will need to investigate this issue" (note that I published a patch on my github account the 7 August 2024 23:45:23, and this computer has been on sale for a while now.)

For the mounted keys, the support told me they will they will notify the quality department to ensure they conduct a thorough review before shipping the product.


Then I contacted the support again, on  August 10th 2024 about the other issue, like the laptop, while plugged in a wall with the charger, in silent mode, limited to 15W of power (fine), whereas, on battery, in silent mode again, took 40W of power (NOT fine). Of course, I can open a terminal and limit cpu power myself. But why am buying a "linux" laptop then ? 


After that, the answer was that IF I have to return the laptop for whatever reason, it will be replaced by another unit. So, I had to broke it to be returned ?

Then, time to time, I asked if there was an update for the BIOS, but there was none. Meanwhile, I see the homepage with lot of updates but not for the executive 14 BIOS, to fix the damn power consumption in silent mode.

I did not bother to answer any question on trustpilot, or answer any phone call from Slimbook spain. Slimbook took my money, slimbook can keep it now. Slimbook is not a serious company, my opinion, and its just too late to try to do whatever.

The executive is sold since long time and no one noticed the EC issue with the power consumption ? The airplane keys ? Slimbook, or Youtubers ? Anyone ? Did you notice that even your fork of intel-undervolt does not display all the cpu at once and it needs a patch ? Because cpu name does not follow 1,2,3,4,5,6,7, but can follow, 1,2,3,4, 11,12,13 (not contiguous numbers, or something like that).

You'll probably never heard of me anymore don't worries, and I will not make any more drama about this.

Hi Romain,
I'm sorry you sold your computer to someone else. Our offer to repair or refund you were told several days ago was real because you notified us at the right time.

Hi Jagers,
Looking back on your case, you left the conversation behind 2 years ago, so our technician thought it had been resolved.
Whenever a customer has a problem, they can choose whether to follow our steps to try to repair it or whether we carry out the repair.
Our technician understood that you had solved it, because you have used the laptop for 2 more years. Now you have another problem that you think is due to that fault. And we offer to repair several of your problems at a minimum cost, assuming part of our fault.
It is not all our fault, nor is it all yours, that is why we have always offered you the lowest possible costs.
If you want to accept, you will not get a 100% free repair because it is not all our responsibility.
You have modified your original post, and part of the conversation has become meaningless. We are closing this post, please continue talking to technical support directly.