[camjohnson26]

It’s a nice computer but calling it “repairable” is a farce, and System76’s customer support is unfortunately woefully inadequate.

I have one of these and spilled a drink on my keyboard, getting it replaced was $300 of parts and labor, but the worst thing was it took almost 2 months pressuring their support reps to actually complete the process and they would frequently just not respond to messages, or ignore information I provided or clarified.

Pop_OS! is really nice to be fair. I’ve also had issues with build quality. My Gazelle’s screen stopped working when the computer ran out of power and had a bent wire when I opened it up. Again they wanted hundreds of dollars to fix it, even though it was clearly a manufacturing defect. When they sent the computer back the chassis was cracked.

[tech_ken]

I've replaced the battery once and the wifi card twice, the second time in SFO at a cafe table with some random screwdriver I stole from the office. The internal layout is SO easy to open up and put back together, and all the parts and instructions for repair are posted on their website (and are super easy to navigate!). Idk why you would say "farce" but that seems extremely strong. I guess it's kind of inconvenient that they didn't fix the laptop you broke in a timespan you liked, but that's got nothing to do with the thing's "repairability".

[acidburnNSA]

Counterpoint: my keyboard on my lemur pro died and they shipped me a new part in like 2 days and I had it swapped in 40 mins.

https://partofthething.com/thoughts/replacing-the-keyboard-o...

[troyvit]

That's only one side of the "repairable" coin though. They offer a deep list of thorough manuals for those who want to DIY their repair.[1]

I agree though that getting the parts for the repairs can be a hassle.

[1] https://support.system76.com/articles/guides/

[ekimekim]

Chiming in with my customer support experience: My battery started to inflate after a bit over a year. I did some research and knew their warranty didn't cover this, but I contacted support anyway for help with finding a replacement.

They weren't able to ship me a replacement battery due to international shipping restrictions but were very helpful by giving me the part number to look for and linking to their very good docs on how to do a battery replacement yourself. In the end I was able to have them ship a replacement battery to a friend with a US address, and doing the actual replacement was very easy.

[acomjean]

I had similar. Contacted them, they didn’t have the part but had the Clevo part # for the fan which was easy to buy and replace.

[runamuck]

I had a good experience with System76 customer Support. I contacted them on Wednesday July 13th and they responded that Monday July 18th. They sent me a label immediately, I shipped it to them and with shipping time both ways I got my laptop back on the following Friday, July 29th.

[saltminer]

That's unfortunate. I got a Lemu4 (Lemur Ultra) back in 2012 and one of the biggest reasons I went with them as opposed to a Dell or another laptop considered to run Linux well was because their support staff were well-trained and quick to respond (usually replied to my support messages same-day and their phone support consistently had <5 minute hold times).

That said, I never had to send my laptop off to them, as they were more than happy to send replacement parts to me when the fan bearings failed. They even sent me an optical drive caddy for free well after I had purchased the device (there was no hardware fault, I just wanted to install another drive and they didn't sell the caddy as a standalone part).

[Errsher]

I have also had very poor customer support from them, closing tickets randomly on me with no follow up.