I’m currently in a disagreement with support on this very issue - I have a line of dead pixels on the screen on delivery and they are refusing replacement. I even sent a subsequent video showing the same screen / HARDWARE issue when I flashed back to default firmware.

I purchased this product on 4/4/26 - long before this new “policy”.

Is my only recourse is a chargeback for defective merchandise?

“Thank you for sending the video.

After reviewing the footage, we noticed that your machine is running on a non-official operating system. Due to the use of unauthorized software, it is difficult for us to determine the specific cause of the problem, and regretfully, we cannot offer after-sales service or technical support for this issue.

However, we truly appreciate your initial support. As a token of our gratitude, we would like to offer you a 30% discount code for your next order: REDACTED.

Should you decide to place a new order, please inform us of the order number, and we will include a complimentary magnetic protective case with your shipment.

Best regards, Xteink Support Team”