设备故障（硬件问题）

I understand, that sounds frustrating. To clarify, are the keys completely unresponsive, or do they work intermittently? And have you tried restarting the laptop?

Okay, thanks for that information. Based on your description, this sounds like a hardware issue with the keyboard itself, rather than a software glitch. It's quite common for individual keys to wear out or for dust to get lodged underneath them.

Well, you could try using compressed air to clean around the affected keys, but if that doesn't work, it likely requires a professional repair or keyboard replacement. Could I get your laptop's serial number so I can check your warranty status?

Thank you. Let me check... Yes, it looks like your laptop is still covered under the standard manufacturer's warranty. This kind of hardware issue would typically be covered. I can set up a repair request for you, or I can provide you with instructions to send it in.

Excellent. I'll just need to confirm your shipping address and email for the return label. This typically takes 5-7 business days once we receive the device. Is that acceptable?

You're very welcome. I'll send you an email shortly with all the details and the shipping label. Have a good day!