Own the FW13, these are really awesome laptops and a great company, but they unfortunately have not quite figured out support yet, I am having an issue with my laptop that I have spent nearly 2 weeks now going back and forth with support in circles, they ask me questions I've already answered, they ask me to perform diagnostic procedures which I've already performed as requested, they ask me to send pictures of components I've already sent pictures of, add to that a minimum 24-hour delay between responses, and it feels like a part time job. I don't think it's malice on their part, just seems like their support process is a bit of a mess at the moment, I think they will figure it out.
The laptop is bricked, won't boot, won't charge, so pretty frustrating. I really liked it when it was working, and I still have hope that they will warranty the issue.