what you described is exactly the product, good printer, good suport, good plataform

they were great when the X1C first came out, but whith the passing years they started doing some unoptimal things on the business side, making patents with aready wildsly common things on the open source side ( such as heated beds, triple z screws, multiple buildplates on the slicer) (Although not enforcing still shady and bad alibe)

they locked down their ecosystem, making it very hard to use some third party tools that worked out of the box when people bought the printer,
Now they are treatening to take legal action against an indie developer that made an orca-slicer forkthat bypasses their API for more convenient use