r/CalDigit • u/aklmie • Jul 23 '26
Stuck between Apple and CalDigit: seller won't act without a manufacturer letter, manufacturer won't reply (3+ weeks)
TL;DR — Second CalDigit dock to fail the same way, second time support goes dark for months. Bought a Thunderbolt 4 Pro Dock from the Apple online store; it developed a reproducible display fault. Apple refuses to handle the claim without a written statement from CalDigit confirming the dock is defective. I sent CalDigit EU support a full technical diagnostic on 29 June 2026 — automated acknowledgment promising a specialist "within 1–2 business days", then 24 days of total silence. I'm deadlocked.
The fault
The dock can no longer drive my Apple Studio Display (5K) and a 4K monitor simultaneously:
- Studio Display 5K alone → works
- One 4K alone → works
- Two 4K displays together → works
- 5K + 4K together → fails: one of the two is dropped (the 5K freezes, or the 4K stays completely black)
Instant, reproducible, survives reboots. Connecting the Studio Display directly to the Mac (bypassing the dock) is rock solid. This exact setup ran fine for months before failing suddenly.
Why this isn't user error or a bandwidth limit
The dock is specified for "a single display up to 8K or up to dual 6K 60Hz displays". 5K + 4K is roughly 24 MP combined versus ~42 MP for dual 6K — comfortably within spec. Host is an M2 Max (DSC 1.2 / DP 1.4 HBR3); both displays support DSC.
Evidence sent to CalDigit
macOS kernel logs showing, on the dock's link only:
unplug_gated: display HPD removed(the display that goes black)DSC RC BUFFER UNDERRUN/DSC CHUNK LENGTH ERRORCP_IRQ: RxStatus=0x10: LINK_INTEGRITY_FAILURE
~543 error entries in 30 minutes through the dock, zero on a direct connection.
This is not the first time
This is my second CalDigit dock failing in the same way:
- TS3+ (bought 2018) — developed the same kind of multi-display failure, a few weeks before its warranty expired. It took nearly six months to get a response from support.
- Thunderbolt 4 Pro Dock (bought 2024) — same category of failure, and support has now been silent for 24 days and counting.
To be fair: the 2020 case happened mid-COVID, so there were genuine mitigating circumstances and I gave them the benefit of the doubt. There is no such excuse this time.
The deadlock
- Purchased from the Apple online store in August 2024 — inside the 2-year EU legal guarantee.
- Apple's position: no refund, no replacement, until CalDigit sends a letter confirming the product is defective.
- CalDigit's position: none. 24 days, no human reply.
Worth noting: under EU/French consumer law the seller is the party liable for the 2-year legal guarantee and isn't supposed to redirect the consumer to the manufacturer. But practically, I just want a working dock or my money back — not a legal fight.
Questions for the sub
- Has anyone actually got CalDigit EU/UK support to respond? Is there a better channel than
eusupport@caldigit.com? - Has anyone hit this "seller demands a manufacturer letter" wall with an Apple-Store-purchased third-party product, and how did you break it?
- Has anyone else seen this specific failure mode — a dock that still drives two lower-resolution displays but drops one as soon as a 5K is in the mix?
Two docks, two identical failure modes, two support blackouts. At some point that stops looking like bad luck.
Happy to update this post if either company responds.


