reply from STG USA
Hello Patrick!
I’m Rita, the Customer Service Supervisor at STG. I’m very sorry to hear that the computer you bought for your son worked for only 30 minutes before entering a boot loop, and that you tried to contact our customer service for a whole month without receiving any effective support. It must be frustrating to feel that you have paid for an expensive desk ornament, and I truly apologize for this experience.
This kind of boot loop shortly after initial use can sometimes be caused by hardware connections becoming slightly loose during transportation. For example, memory modules, hard drive cables, or motherboard power connectors may remain in place just enough to start the system, but as the machine heats up, components expand, or slight movement occurs, poor contact can lead to repeated restarts. Each device undergoes strict quality control before shipment, and we pack the case with cushioning materials to reduce transit impact, yet isolated cases like this can still happen. You may first check: power off and unplug the unit, open the case to ensure relevant parts are securely seated, and carefully reseat them if needed. If you are not familiar with the process, please contact us at any time, and we will guide you through it step by step.
We fully understand your frustration at being unable to reach us for a month. Our phone line now operates six days a week, and if we were unable to return your call due to high call volume, we would have sent you an SMS. May I ask if you received such a message? Due to Walmart’s platform rules, we are unable to provide our direct phone number here, but you can contact the Walmart Customer Care Team directly, and we will ensure a response within 24 hours. You may also reach us via the Walmart platform; please provide your order number and a description of the issue (photos or videos are welcome), and we will prioritize and follow up immediately to help resolve the problem.
Has your issue been resolved? If not, please contact us at any time. Our products come with a 1‑year warranty, and during this period we will provide inspection, repair, or replacement services as needed.
Your feedback is very important to us, as it highlights the need for even stronger pre‑shipment stability testing and more responsive, personalized after‑sales support. Once again, I apologize for the difficulties you faced, and we hope to have the opportunity to make it right.
Best regards,
Rita
STG
