My system was delivered with a BIOS issue that made it only boot perhaps 1 out of 30 cycles. Delivered on a Thursday night, after spending a lot of time troubleshooting, I had to wait until their support got in on Monday to get anything done. Then I had to mail it in and wait a long time to get it returned with a reflashed BIOS (I'd be lying if I said I remember exactly how long, just remember it feeling way too long).
I explained that I had bought the laptop specifically for on-site work with a client and that I needed a functioning fix or replacement ASAP. They told me they couldn't make anything happen any faster, and even told me that they had no way for me to pay out of my own pocket for faster return shipping, though IMO they should've offered to do this themselves.
I did eventually get back a mostly-working system which I still use around the house, though it's had a habit of hard-locking when the GPU is under stress the whole time I've had it. But my experience with Sys76 customer support is the biggest factor in deciding not to buy from them again.
Do bear in mind this was several years ago and that it is reported from memory. It is entirely possible they've gotten their act together and/or that I'm misremembering some details, but this was my experience as I recall it.
so much honesty is such a pleasure to read !
Good tools cost more, and are worth it.
Your product just went to the top of my shopping list.