this post was submitted on 30 Apr 2025
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My SOs system76 had intermittent graphics issues and their tech support had hour-long calls with me over several weeks and additional emails correspondence where we did some very in-depth testing and monitoring of the machine. I think most of the testing was that their team genuinely wanted to know if it was a hardware or software issue and fix it right.
In the end they replaced the entire motherboard under warranty because they pointed out in another month and it wouldn't be covered and it might fix it. It did.
I suspect it was just a bad Nvidia GPU. It sucks that it had the problem and that it was difficult to track down but all laptops break.
I challenge anyone to find that level of support from a Windows manufacturer without having a corporate account.
Its kinda funny that when I read "hour-long wait calls" I initially thought you were complaining about being on hold for too long. I just couldn't imagine a scenario where they were helping you the entire time and it was positive lol
Nope, no waiting, sitting on the call with me while we try multiple things and waiting through reboots while he bounced ideas off I believe an internal slack discussion or something. no trying to get off the call or hand me off to meet some arbitrary call time quota.
You even threw the word "wait" in there independently because of your preconceptions of customer support calls
Dell's accidental warranty used to be solid AF. I installed Eve OL beta and my graphics card cooked. (even had stripes in the bios) They replaced the entire laptop with a late model P4 of equivalent value to what I paid.
Those days are long gone, though.