Hello,
nice to be using my Cosmo again after a three months trip to Planet's Headquarters (2nd in a row). This is my Cosmoing history so far:
First week ok, then some squeeking from central hinge, a little snap too when closing. Applied a micro amount of WD-40. Kept using - with care - for a little over six months. And happy time this was, my device didn't have all those rebooting or keyboard issues whatsoever.
Then suddenly, without warnings, the middle hinge broke into pieces. Contacted Planet from their web form. Got fast responce asking to send a photo (see attachment). Then was asked to send the device in and given thorough packaging instructions. The whole repair process including transport to UK and back to Finland took only 18 days - not bad I think. And the email discussions worked well via an opened ticket. 10 points.
But. After about ten days of usage, the Cosmo started to behave badly when opened to full extend. Snapping sound while the "moving metal cover" popping back and forth. I contacted Planet again - with the same ticket. They gave instructions to make sure the "moving back cover" is fastened reliably. Doing that I realised, that a kind of 'nail' was broken from the middle section. I suspect it's job was to keep the "moving back cover" in place.
Took a photo again (see attachment). Still, I didn't wan't to send the device to UK again because the damage was merely cosmetic - I could open the device normally when supporting it by squeezing gently so that "moving metal cover" stayed in place. So I suggested to Planet that I could live with the fault as far as my warranty would still be valid, should something more serious damage happen. But they wanted me to send it in again, to be "investigated alongside engineering". Ougei, Another trip to UK.
This time, waiting took more time. After a month of silence, I asked how things are. After three weeks got a polite answer, that my device is scheduled to leave after a few days. After 17 days I asked again, was replied within a week, that Cosmo has left now. Got a tracking number, but it took a whole week before the parcel got moving. The it got through border customs, but got stuck when in DPD Parcel centre in Netherlands. I received mail and SMS stating that I have to pay a 17,95 %u20AC tax if I want to get my device. While I think that is not justified when I am not buying anything, I paid. Did not want the Cosmo to be sent back to Planet. That would have created a neverending loop, I think... And a PostNord (DPD representative in Finland) customer service person told me in phone, that I could request my money back from Finnish customs by filling a form. Maybe I will, indeed.
Well, long story with a happy ending. Another week went by, and yesterday a PostNord driver brought my Cosmo straight to my door. It seems to be in excellent condition - only a minor annoyance, that the 'B' and 'N' keycaps were in opposite places

. I was terrified at first that my keyboard is broken... We well see, if the squeeking starts again.
I would give Planet 8+ this time. But when I think that the fault was something that they wanted to 'investigate with engineering' (in China?), and there were Christmas / New Year holidays and the loved Brexit too in the mixture - not bad this either. Only the communication should have come from Planet side without the need to shout after.
-iikka