System76 tech support here. One of our primary principles is empowerment and enablement. I strive to teach, support, and educate individuals on Linux and hardware maintenance. We tend to have individuals handle minor repairs, as shipping a whole laptop is time consuming and exposes the hardware to the additional possibility of shipping damage or other loss. At any point in time, we are more than happy to bring a computer in and do the repair work. Unless otherwise requested, keeping a computer with an individual tends to be the best, as it allows the computer to continue to be used until the replacement part arrives.