I submitted a support ticket via the https://support.mnt.re/ page almost 2 weeks ago. I received a conformation email from team@mntre.com, but have not had anyone from MNT respond. I also sent a few follow up emails, but nothing.
I also couldn’t find my submitted tickets on the support page after submission. The page seems to be only for submissions. Are submitted tickets viewable on the mnt support page somewhere?
Is MNT monitoring their support system or should I be using another support page / contact?
Hi, siviq was so nice and pinged @minute about your problem in IRC. Current status of the MNT team (message from yesterday) seems to be:
20:34 < minute> ok, only shipping blocker for the mnt reform next is finishing some firmware things. can't wait for shipping the first nexts. then i really need a few days off
20:37 <@josch> i would wish for you to be able to take more breaks
20:40 < minute> josch: yeah, would be awesome
20:40 < minute> i like what i'm doing, but the flesh is tired
In case your issue is not something like “my hw broke, i need a warranty replacement” or similar, then you can always post your problem here and maybe get help from the community.
Apologizing for the delayed response. I reached out to IRC and minute there , mentioned your request for update about the ticket. I also wrote to MNT team around Sept. 1-2nd and got response within a day. Not sure why you haven’t got reply yet, but I am certain you will get one soon. They must be focused on the MNT Reform Next release and somehow missed your support ticket. Thank you for the understanding.
No problems, sorry to hear everyone is under the pump.
After my original Reform Classic battery boards discharged the Lifepo batteries beyond recovery. I replaced the battery boards with the updated version and bought new Lifepo batteries.
Unfortunately due to life getting in the way, I hadn’t touched my Classic for ages (+6month…probably a year..). When I pulled it out of the cupboard, I connected external power and all was working. The next day when I tried to go mobile, no dice. Turns out all 8 Lifepo batteries have been drained to below the 2 volt threshold for recharging (probably damaged?). All batteries are around 1.5volts now.
I had assumed leaving the batteries in the laptop was now safe with the new battery carrier boards. I submitted the ticket to ask if this was expected or a warranty issue.
If I had known the batteries would still be discharged below the safe threshold for Lifepo’s, then I would have removed the batteries. Now I need to buy another 8 batteries.
I had replaced the original batteries with Hakadi 18650 3.2V 1800mAh Lifepo batteries the first time this happened. I’ll get the same again, unless anyone has other batteries they can recommend.
They suggested charging the batteries with 2-3 volts. I used a lab power supply to apply 3 volts @ 0.1Amp threshold and was able to revive all the batteries. I then used a dedicated Lifepo charger to properly recharge the batteries. I’ve put them back into the laptop and it’s now working.
They also provided the list of recommended battery that is in the manual (don’t know how I missed it…)
I am glad they helped you. I’m almost certain this community has a post addressing the same issues, but given it’s structure, search might not get the exact match.
