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.
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.