this post was submitted on 13 Nov 2023

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System76

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A community for the System76 company, a manufacturer of laptops, desktops, and server computers that are both affordable and powered by Linux.

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Anyone else have recent issues with S76 support? (alien.top)

submitted 10 months ago by [email protected] to c/[email protected]

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I bought my first machine from them around 5 years ago. I was extremely impressed with their support after assisting me multiple times with issues that weren't directly related to S76.

I now have a new Darter Pro 9 and having issues with the Thunderbolt port and eGPU which I believe to be a hardware failure. However, I have created 3 tickets with them now and just sat on hold for 15 minutes before getting dropped to voicemail which I don't have much confidence that I'll be getting a call back.

Before, their response was extremely fast, friendly and ususally could solve my issues. Now I can't even get a timely response. Starting to second guess my purchase, but can't even get in touch with them to do anything about it.

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[–] [email protected] 1 points 10 months ago (1 children)

I'm pretty sure I answered that ticket a few hours ago.

[–] [email protected] 1 points 10 months ago (1 children)

If that's true, then the email system is broken. I've submitted 3 tickets and have not had a single email.

[–] [email protected] 1 points 10 months ago (1 children)

Most likely the replies went into your spam.

[–] [email protected] 1 points 10 months ago (1 children)

What's the email for this person to add to their contact list and avoid spam filtering?

[–] [email protected] 1 points 10 months ago

We had an incorrect email for them but it's all fixed now thanks to a phone call!

[–] [email protected] 1 points 10 months ago (1 children)

No issues here. In fact, I'm working with them right now and they responded in a very timely manner. They've always been very helpful.

[–] [email protected] 1 points 10 months ago

Same.

I guess one could run into a service person there that doesn't do their job. But that has not happened to me. They have been professional, polite, helpful, and the minor issues I have had they resolved for me. And the laptop is not even under warranty now.

[–] [email protected] 1 points 10 months ago (1 children)

I have had no issues with S76 support. Ever.

[–] [email protected] 1 points 10 months ago

This was the experience I have had as well. Just updated OP with an update but TL;DR, ticketing system had old email then what I had on the website.

[–] [email protected] 1 points 10 months ago

Yep awful and rude.

[–] [email protected] 1 points 10 months ago (1 children)

I had problems. Their ticketing system doesn’t function properly and they lose people between the cracks. I spent months attempting to communicate with them via their ticketing system and was met with nothing but silence. They gave me some excuse about the ticketing system. The people who respond to you on Reddit seem to be mainly employees and shill accounts. They will attempt to paper over your service outcome and make it seem happy and successful even though you might not feel that way. After going dark on me for so long, I will never forget….

[–] [email protected] 1 points 10 months ago

According to the tech I spoke with, when you update the email on the site (the only place that allows you to do this) it doesn't update it in the ticketing system. So if you change your email (lost my only copy of 2FA key for protonmail and couldn't recover) there's no way to update it.