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XoticPC and Gigabyte P34W. Is this normal service?

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Laptop ordered March 12th.
Laptop received on the morning of March 20th.
Laptop stops recognizing its GTX 970M GPU on the night of March 20th.
RMA for exchange request sent on the night of March 20th.
First reply received around noon of March 23rd, asking me to update the BIOS. Immediate reply sent stating I already attempted it, reflashing the firmware as it was already up to date and still no GPU detected in GPU-Z or device manager.
Called my technician and left a message asking him to call...

XoticPC and Gigabyte P34W. Is this normal service?

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