this post was submitted on 19 Jul 2023
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I bought a System76 Lemur a few years ago. It has a pretty standard ultra-book form factor, but is pretty light, and the battery life was phenomonal. I regularly got 20+ hours on a single charge when doing light development work. The IPS screen was good, the trackpad was nice, the keyboard was ok, and the speakers are... well, completely terrible. I never really had any software issues on it running Pop. Maybe it would get stuck coming out of suspend every few months or so? I liked it a lot as an upgrade from my 2013 MacBook Air.
BUT....
Support was pretty awful, and I'm not sure I'd recommend getting one because of it unfortunately. :( Out of the box, the ctrl key was bad and would unclip with a nasty "crunch" noise. I had to send it in to get that fixed, though it was pretty painless. Then a few months later the wifi card died, and I had to send it in again. There was a lot of back and forth to get it fixed that time. Then as it was about to got out of warranty it died again. This time was like pulling teeth. I had to triple check things and send them logs multiple times, each time with a turnaround of several days. It took weeks for them to finally say "sounds like a hardware issue, what would you like us to do?". I was flabergasted. It was still in warranty, why would you even ask that?! I spent several weeks trying to convince them my in warranty device needed repairs and they wanted to know if I wanted it fixed?! It took 6 weeks in total to get it fixed, and it turned out that it was a bad connector on the motherboard causing the issues the whole time. When I got it back it was missing a couple screws and the power supply. They basically called me a liar. -_- A couple weeks ago it died completely and won't power on anymore. I chatted with support again, but they just started giving me the same run-around. I gave up.
I pre-ordered an AMD Framework back in March. Now I'm kinda grumpy because I have no laptop and I bought one that might not ship for another month or two. I wasn't too worried if the AMD Framework had some early adopter issues as the Lemur still worked when I put in the pre-order. Grrr. -_- My old 2013 MacBook Air is still in pristine condition though... Considering just putting Linux on that to use for a few months.
Sorry to hear that. I wanted try a system76 laptop, but this is wicked.
Yeah... I'm really conflicted about it. I think my Lemur was a lemon, and I'd be perfectly happy with it if I never had to deal with support. It's not secret that the hardware is rebranded, and what they do is to make the firmware/software work well. That part was honestly great! Their also pretty RTR friendly and publish a lot of information about taking things apart and whatnot. On the other hand... I'm not equipped to fix a motherboard, and why would I want to when it's still in warranty? Spending weeks to convince them that the hardware did in fact fail was... Augh! Having it returned without the power supply and missing screws, then being told I was mistaken was straight up insulting. :(
For as grumpy about RTR as Apple is today, in the past at least I found their service to be pretty excellent. On multiple occasions I got free repairs or battery replacements on machines that were out of warranty and frankly just... worn out. The one time I actually had to send one off for repair it was back on my desk in a matter of days. I haven't been their customer in 10 years, and it sounds like it's probably changed though. (shrug)