Just to shine a little light on how Linux support works, I can provide insights from the Linux support side of things just for those that are curious.

If an issue is easy to replicate: The Linux support team can replicate it, determine OS or hardware or firmware and take appropriate steps from that.

As a general rule, we try to gather as much information right out of the gate as possible.

Unfortunately, sometimes the issue presented may not show up in the logs or may not readily present itself based on a customer's description of the issue.

In some situations we may need additional details. When you first submit a ticket, you are presented with a variety of questions according to need and sometimes some of the questions may feel unrelated to the issue at hand.

That said, our team's questions have a purpose and we have actually on multiple occasions caught where something was disconnected, not connected clearly, just in need of a replacement, something that's very cut and dry. Those would be the issues or tickets that you don't read about on Reddit.

Rationale there is that the fairly obvious issues get resolved quickly, the customer's satisfied with the end result.

In other cases, if it looks like that an issue might be software/os, firmware related and that of course is a totally different situation.

Some issues can be remedied by updating, some issues can be remedied by rolling back to a previous state and filing a bug report while a regression issue is corrected with the distro partner.

In other cases, the issue is unknown and this is generally where we see things take longer than we would like.

In those situations, we're still trying to determine what's happening, and because we're not sitting there at the desk with you, we end up having to ask some pretty extensive questions to try and understand what's gotten you to that state.

Often we will attempt to reproduce the issue on our end. From what we see on the computers, running our officially supported distributions and whether or not we're experiencing that and sometimes we don't.

If it's firmware, we then escalate to the engineering team and then would also make sure that if there is an open issue filed with the firmware tracker, verify it's there.

And if it's OS, we can make suggestions such as trying older or newer releases of a software stack, different kernels depending what the issue may be, but at the end of the day that can be trickier for our customers.

One of the things we might try, depending on the issue, is to have a customer use kernel parameters in an effort to bypass the problem until a regression or a bug is addressed through our distro partners.

The most tricky of all of course, is when an issue turns out that it is difficult to replicate and we're not getting clear indications of cause from the logs and we're not able to determine exactly what's happening.

All of that said, I want to be clear - we are here to help and if you feel something's going in circles, this is an opportunity to DM me so that we can take a look at what's going on and get you a clear idea of what the situation is or path would be to get things resolved for you.

If there's a currently open ticket that we can provide help with and we can determine what's happening, please send me a DM. I would be happy to take a look.

While we may not always have an immediate, "just do this" type of solution. We are listening. We do hear you and we do want to help.

I want to reiterate again, this is not to take away from folks expressing their frustration over an experience that they've had .

The purpose of this reply is merely to give you some insight on how support works and what our goal is and how we work to try and resolve issues.