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Aah System76. I had a terrible experience with their keyboard back in 2012 and they just said they can send a replacement keyboard but would not refund because

Aah System76. I had a terrible experience with their keyboard back in 2012 and they just said they can send a replacement keyboard but would not refund because as a consumer, it is my responsibility to install a new keyboard even though it was their fault. So I had to figure out how to become a technician, rip open the faulty keyboard and try and install the new one. Looks like they have not changed much. Good riddance.

Xeboc 8y ago
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.
- theyinwhy 8y ago
  Using "empowerment and enablement" as an excuse for not doing the repair during warranty is not acceptable. Why would I want to repair a computer in warranty if I could instead spend time with my friends? If not in warranty, I of course would appreciate manuals' and spare parts' availability. But those are two very different kind of situations.
  - Xeboc 8y ago
    As I indicated: "At any point in time, we are more than happy to bring a computer in and do the repair work." No one has to do the repair work if they don't want to!
    - theyinwhy 8y ago
      That's good to know. What does your support look like? Do you send me a loaner? How long does it normally take you to do repairs?
- asdsa5325 8y ago
  Cut the marketing slang please
flukus 8y ago
That sounds fantastic provided the keyboard is easy to replace, or easy enough for a local technician, no need to ship the whole laptop around the country (ow world) and have it formatted by useless OEM tech support. The fact that they ship replacement parts at all puts them above most OEM's who don't believe you have the right to repair your own machine.
- shmageggy 8y ago
  They should have never had to ship replacement keyboards at all. I had the same laptop, and the keyboard it shipped with was horribly unusable. For many keys you could only expect it to register a keypress around 80% of the time. This wasn't a case of fixing a damaged part, this was a case of shockingly bad design and QA followed by ignoring customers for months. OP had every right to be annoyed that they made him install his own keyboard. System76 absolutely should have paid to have its defective product fully repaired if that's what the customer desired.

Xeboc 8y ago

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.

theyinwhy 8y ago
Using "empowerment and enablement" as an excuse for not doing the repair during warranty is not acceptable. Why would I want to repair a computer in warranty if I could instead spend time with my friends? If not in warranty, I of course would appreciate manuals' and spare parts' availability. But those are two very different kind of situations.
- Xeboc 8y ago
  As I indicated: "At any point in time, we are more than happy to bring a computer in and do the repair work." No one has to do the repair work if they don't want to!
  - theyinwhy 8y ago
    That's good to know. What does your support look like? Do you send me a loaner? How long does it normally take you to do repairs?
asdsa5325 8y ago
Cut the marketing slang please

flukus 8y ago

That sounds fantastic provided the keyboard is easy to replace, or easy enough for a local technician, no need to ship the whole laptop around the country (ow world) and have it formatted by useless OEM tech support. The fact that they ship replacement parts at all puts them above most OEM's who don't believe you have the right to repair your own machine.

shmageggy 8y ago
They should have never had to ship replacement keyboards at all. I had the same laptop, and the keyboard it shipped with was horribly unusable. For many keys you could only expect it to register a keypress around 80% of the time. This wasn't a case of fixing a damaged part, this was a case of shockingly bad design and QA followed by ignoring customers for months. OP had every right to be annoyed that they made him install his own keyboard. System76 absolutely should have paid to have its defective product fully repaired if that's what the customer desired.