No, absolutely not. In my experience, System76 has been 100% helpful as far as information/parts goes. When my Pangolin needed a new fan customer service sent me the part # immediately and told me where I could buy the part.
this post was submitted on 24 Nov 2023
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Same for me, i needed a wifi card out of warranty and they helped me with a part number.
There are parts listed for certain models on GitHub. But not all - my Thelio isn't. Never understood why.
Its one thing to say you support being FLOSS, its another thing actually do it
I'm seeing a lot of lip-service to FLOSS, but not a lot of practicing what they preach.
I've been talking to a lot of members of the FLOSS community and stories like yours are all too common. People buy expecting full user freedom, and end up finding out that information they need is gated behind the service desk.
They use excuses like "we are a small company" -- but I ask you, which takes more staff time and resources. Answering emails and service desk requests one at a time, or just having a parts list up?
From my limited interactions with the staff, I trust that there is some reason they aren't published. They don't seem like they would hold back info out of spite or laziness.
OP, have you requested a specific part number by phone or by email and been ignored or stonewalled? If so, you've got a bit of a point. If not, then why are you complaining?
I'm very happy that a company will provide a part number and/or source and allow me to purchase the part myself. They do not need to have a complete parts list of every machine published online.
A System76 representative has given you a fair answer which I'll sum up as 'just ask us'. They've also explained why they do not have a published parts list online. The models are ever changing, and they do not have the manpower to continually update an online list.
Respectfully, you are beating a dead horse. Not having complete parts lists published online does not equal 'gatekeeping behind support tickets'. It just doesn't. Not having the parts lists published does not equal "hiding" the lists. They don't have the manpower.
I don't leave my house often because of a medical ailment. That doesn't mean that I'm "hiding" from the world inside of my home. Right now I just don't have the ability to lead a "normal" lifestyle. That's just how it is. As people we (or companies) do the best we can with what we've got.
Would I like the parts lists to be easily accessible online? Absolutely, sure I would. The fact that I have to email or call for a part number does not make me distrust the company though.
Full disclosure: I do not own a System76 computer. I am a bit of a fan boy however. I have been researching/following them for several years. I love their philosophy on repairability and native Linux. My next laptop will be a Lemur Pro, and probably in the next month or two. I love what they're doing, and I will support them.
FYI Its been over 72 hours and system76 has still not provided me with either:
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An option to buy a new part from them
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The part # so I can buy it myself
Imagine if your laptop breaks, and you might have to wait over a week just to get a quote on a new part (they dont list parts on their site). You can't even know you're buying the right part from a 3rd party since they keep this information gated.
Imagine reading through the docs and saying “hmm there’s nothing here that says part numbers. Something I want when buying a product” and still buying the fucking product. That’s on you. Bro offered support and info. You are choosing to make a problem out of nothing.
Go move on and buy something else. OR do what everyone else is telling you too and reach out to system76’s support team
Another comment you said was that you sent an email. You think you’re the only customer they have? You think they don’t get days off for Thanksgiving? Take a fucking break man. They’ll reply on Monday or when they get a chance. You aren’t the only person with problems in the world.
You can take apart your laptop but you don’t have the sense to read? There are part numbers on most things. Just Google it
I only bought from System76 because they claim to be open. Per their own about page: https://system76.com/about "The freedom to truly own a computer you purchased, and upgrade or repair it yourself"
It is a smack in the face to find out that they do not practice what they preach
Even Lenovo, one of the most non-free laptops on the market... Puts their part numbers on their website
The real question here is, why are you defending System76 as a fan boy... When they are less open than Lenovo
I agree. Frankly he sounds like the kind of customer most businesses would prefer to avoid. I've used customer service a number of times, including once asking what part I would need and where I could get it and they got back to me with everything I asked for. Of course, I didn't ask on a major holiday and expect an immediate response. Worse, he keeps insisting they're "hiding" the part list as if they're intentionally withholding repair information.
Not the case at all in my experience. I've emailed support with questions before buying and they've provided specifics on hardware models and part numbers.
It just feels very anti-freedom anti-opensource to gatekeep these things behind support tickets.
I was writing a response but it got deleted 🤦
For laptops, we source from other companies like Emdoor. For the Thelio line, the parts list is what you chose, plus the chassis and MB. Which should be in thetech docs. If you’re model isn’t there, (current gen Thelio is not yet) then reach out to support and they will answer any questions. No one is keeping info and we are more than happy to give you all the details. You can also look in the DMI info for the MB name. I can also answer any questions you have real quick.
We also have a GitHub for the company and Pop!OS. There’s also discord and matter most where you can reach out to ask us, and the community questions as well.
We are a very small company. About 60 people. We do as much as we can. Not very many people have asked for a part list. Which is why it’s not there. There’s also a lot that changes too often for one person to keep up with. (Yes, it’s mainly one person who does the tech docs from what I know) We change GPU SKUs all the time for an example.
But again, if you’d like the parts of a product, just shoot us an email. You can use [email protected] or you can call the office between 9-5 Monday-Friday.
I hope this answered your questions 😮💨 back to eating dinner
We are a very small company. About 60 people. We do as much as we can. Not very many people have asked for a part list. Which is why it’s not there. There’s also a lot that changes too often for one person to keep up with. (Yes, it’s mainly one person who does the tech docs from what I know) We change GPU SKUs all the time for an example.
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A production model should NEVER CHANGE. If a Gaze16 is having "parts swapped out all the time" then it is no longer a Gaze16, and you must update your model #s to reflect the chips and parts used in the laptop are different. It will make repair almost impossible if we are sold a Gaze16 that could have "randomly different parts" -- This is unacceptable if you really "We change GPU SKUs all the time for an example" -- If you change the GPU SKUs your marketing and support information must reflect this
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According tho system76's own website: "The freedom to truly own a computer you purchased, and upgrade or repair it yourself" - How does hiding the part list give me the power to "upgrade or repair" my computer myself? If I have to reach out to support for every little upgrade or repair, this feels like I am locked in to depending on your service desk for a repair. Which is not what system76 advertises on their own website: https://system76.com/about - This feels like false advertising. If I am to truly repair and own my own computer, the least you could do is tell me what you put inside it.
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The "tech-docs" you link contain no part numbers. What use is documentation if I have no clue what part numbers to buy? I saw those before I bought my laptop, and I feel like I was tricked into thinking part #s would listed if the repair process was. This feels a bit dishonest.
Reach out and we’ll give it to you 😃
Why is it not listed on the website, it feels very anti-opensource to hide it behind a gatekeeping process