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If you provide your ticket/case number that you have opened with us, here – we’ll be able to take a look and respond back to you from your opened ticket, directly.
Based off of your post, it sounds like the device is getting stuck during a firmware update (where you’ll see this „bootloader“ mode message displayed). In the case that your device is indeed getting stuck in bootloader mode, we would be more than happy to take a look at this for you. In the situation that the hardware is defective and you need a replacement – we can provide you with one.
Alternatively, you can always return the Ledger back to BestBuy directly – with respect to this particular situation, the replacement process will be faster in-person, versus shipping your device back to us, and then waiting for the replacement to be shipped back out to you – however this is up to user preference and how you would like to proceed.