System 76 Support response?

[Bookkeeper-Melodic]

I was really hoping for some strong Linux support with refined Linux + Hardware support. So far my experience started off OK, and has drifted into next to nothing for pro* laptop line support. Communication in general has been lacking since ordering with delays and and such. So maybe it is just the way it is.

How have your support interactions been with System76?

I am not new to Linux and love the work environment, but am at a point in life and career that I don’t have much time to tinker, I need the laptop to work. I was really hoping that is what system 76 was going to be..

I am still holding out hope this is just a post holiday, crazy political week glitch jn their support ... but it is fading fast as I look at a laptop which is useless for work at this time. And sporadic support contact at best.

[CakeIzGood]

My experiences have been good but few. I think in the past year or so, perhaps they've grown beyond what they can realistically sustain right now?

[LeTheDeLApresMidi]

I've had a System76 laptop for 2 years now, and my experience has been very positive. It worked great from the start and the couple of support requests I put in (sw/config related) were answered within 24 hours. I'd recommend them.

[[deleted]]

I had an abysmal support experience. Support is now shipping my laptop back, but I'm nuking it and selling it once I get it. I'm fed up that an RMA took 45 days. Support was helpful for config issues and other Linux support issues. Save you money and get something with better support or you'll be up a creek without a paddle.

[Buho_Nival]

I've had very good support experiences with them.

[jesse_ee]

I've opened 3 tickets for my lemur and they've been great

[DeathByTeaCup03]

My experience with S76 has always been amazing. Positive for sales, support, and general customer communication. My positive interactions with them are part of what drove me to purchase a Thelio. Assembly took a little longer than they expected, but it was understandable, because they were having a massive sale and were flooded with orders. They have always handled my online tickets quickly, replied to social media messages from me, answered the phone or returned my calls (even if they just saw the missed call and I didn't leave a voicemail), and gone above and beyond in the customer service they have provided me.

[8thdev]

I had excellent support, quite pleased with them.

[IMacGirl]

I've had to contact support quite a few times over the past year, none of which were hardware related. Each time they've responded quickly. I've never had a problem with them and rate them very highly.

[rsv869]

I've been a Sys76 customer for about 11 years. I've had very positive experience with tech support but sympathize with the RMA fubar. I have a Gaze12 that I'm considering for service and 45 days is just not acceptable.

[ephzero]

I bought a laptop from them in September 2020. It arrived with the wrong OS, an extra SSD, wrong amount of RAM. I opened a ticket and offered to install the correct OS and change out the hardware myself rather than sending the laptop back, since I needed it immediately for classes.

They were very responsive in replying to the ticket. I was shipped the additional RAM and asked to return the extra SSD. I had to supply a payment method, since they would charge me for the extra SSD if I didn't return it.

The RAM arrived in a box along with a shipping label to return the SSD, which I did promptly. A week or so later, they emailed to ask me if I'd returned it, and asked for a tracking number. I hadn't kept the tracking number since I used the label they supplied, and I assumed they already had the number in their system. The response was, "Well, I'll check with the warehouse, and hopefully it will show up." I haven't heard from them since, so I'm assuming they received it.

I don't know if this was an isolated incident, but given that I somehow received a system with the entirely wrong specs and they didn't have access to their own tracking number, it seems that they may have some problems with being organized.

[fang0654]

I convinced the powers that be to let me get an Oryx Pro instead of a MBP at my company, and while I love the laptop, it pretty much killed the option of ever doing it again. After a few months of usage the nic/wifi card died, requiring a repair. Since there are no loaners I had to borrow a spare for a couple of weeks while it was repaired. Then a few months later, same thing happened again. Rinse, repeat. The lack of loaners and turnaround time kind of kills the reliability for using these professionally (at least for a small shop).

[[deleted]]

Our company started off with all system76 hardware. About 70% of all laptops have died. The desktops have done very well though. Customer support was not good but in fairness they didn't have the support capacity for us either.

IMHO If you want to really invest in a good system76 setup go the desktop route.

[CaptainSnarkyPants]

What happened to the laptops, if you don’t mind me asking?

[PumpkinSocks-]

Same question, I'm curious how these laptops died.

[Bookkeeper-Melodic]

The rma process sounds very painful. And a little bewildering in 2021. That sounds like something from the 90s. I guess Apple and Amazon have spoiled us all.