If you consider Apple hardware support bad then I honestly don't know what you're expectations are. Apple support is the best I have ever experienced and I have tried all types of brands and warranties. Only thing that can match it is NBD warranty at HP/Lenovo/Dell.
I was really sold on the idea of a repairable laptop and the Linux support was excellent. I like the laptop a lot and it happily replaced the old-skool Macbook that had served me so well over the years.
However, I had a screen die on me and that's when I found that their product support was truly appalling (even worse than Apple!) - They took ages to reply and then asking endless irrelevant questions in a very arrogant tone (version of BIOS, operating systems etc) - in the end, I gave up and bought the replacement screen myself.
I'll buy a Thinkpad next time.