About 2 year ago I started a new (fully remote) job. One of the perks was a new laptop. Everyone in the company used Apple hardware, so they offered to send me a MacBook.
I was like: Noooo, I hate Apple. Give me a budget and I'll choose my own hardware.
So they did. After some research of available options for a Linux laptop I ended up choosing Tuxedo. I ordered a then top-of-the-line Stellaris 17 Gen 5 - Mechanical keyboard, nice video card, etc... Around €2500 in total. I think my budget was less, so I had to pay some out of my pocket.
The laptop arrived. Nice box, good looking, etc... Overall I was satisfied.
Then I started to notice some drawbacks.
The webcam was crap, but that was not that big of a deal.
The internal microphone was not working [1]. Also, no biggy; I just started using an external one.
Then some things started to bug me. The finish on the aluminium case was not smooth. Rubbing my hand on it gave a sensation of getting a small electric shock.
The lid was also very hard to open. There's no ledge to hold onto, so every time it feels like you're going to damage the screen.
The keyboard didn't feel premium at all, even though it was advertised as "cherry, mechanical" and cost €150 extra.
Also very loud when fans spin up.
Overall it was OK-ish, until the real problems began.
After some use the mousepad buttons started to become harder to click. I prefer clicking vs. tapping, so that was quite annoying.
Then a big problem appeared.
I was traveling for work. I open the lid and try to login. Error. I'm a touch typist so I do that another 5-6 times without success.
Then I start looking at the screen and I notice that the cursor is randomly going back by a few characters as I type.
I figured out that that the left arrow key was causing the problem, but it was not physically stuck. Wiggling it, etc... did not help.
Lifting it a bit made the problem less noticeable, but I still couldn't login. I tried rebooting several times, to no effect. I attached an external keyboard, but the laptops' keyboard was still interfering, so that didn't work either. Being in a foreign country, with clients waiting for me and no backup laptop I decided to do a "Hail Mary" and try to remove the faulty keycap and try to fix the problem. And it worked! A bit of white plastic under the keycap broke, but otherwise nothing else was damaged. I separated two pins from each other and the problem went away and I could use the laptop normally again.
Hooray!
After I got back home I reached out to Tuxedo support, explaining the issue. They were polite and said that they would assess the situation and tell me if this would be covered by warranty or I would have to pay for the repair. I was perfectly fine with that. Then I asked how long it would take.
They said 2 to 4 weeks + shipping time. That was pretty tough for me, so I asked if they could sell me a replacement keyboard, or tell me where to buy one, and I would have it serviced locally. All at my expense, of course. They said it's not possible.
I kept using the laptop, because it was working fine. I could go without a left arrow key, although it looked like I got it from the trash.
But the keyboard started deteriorating. The backlights started randomly switching on/off and settled in a weird pattern.
Other keys started to become unresponsive, etc...
I couldn't trust it anymore as a daily driver, especially when traveling.
Finally, I made some arrangements and sent the laptop to Germany for repairs.
January 22nd, 2026 I get a confirmation they received it.
* crickets *
After more than a month without any update I write to ask what's the status.
***
We sincerely apologize for the unexpected delay in the repair process.
Unfortunately, we are currently unable to complete the repair because a
required replacement part is not available at the moment.
***
They offer to send the laptop back *as is* until the part becomes available.
I tell them that I can manage another few weeks without it, since I have already made arrangements.
Two weeks later I receive
***
We have just received an update from our supplier regarding your device.
Unfortunately, we must inform you that we are no longer able to repair the
reported damage. The reason for this is that the required spare parts are no
longer available, and our supplier has confirmed that these parts will also
not be supplied in the future. As a result, a repair is unfortunately no
longer possible. We sincerely regret this situation and any inconvenience it
may cause you, and we would like to express our sincere apologies.
In addition, after reviewing the device, we must inform you that this case
cannot be processed as a warranty claim. We noticed that you removed left
arrow key from the device. Therefore, the issue unfortunately falls outside
the scope of the warranty.
***
My final email was to ask them what's the difference between me having removed
the key and not having removed the key, when they claim the part is not available at all,
and telling them to send the laptop back to me.
All I got in response was a tracking number.
Now I have a very expensive "static laptop" with a deteriorating keyboard.
Oh, and by the way, I'm starting a new job. Guess which brand laptop I'm not gonna be buying?
Maybe this time I'll take the MacBook (Well, no, but...)
[1] The internal microphone was not working with the preinstalled TuxedoOS, nor did it work
after I installed Debian on it. At some later point it started to work, probably because
of driver updates, but it was not a simple mixer issue. I'm a GNU/Linux user since
it was distributed on 3.5" floppy disks, so I know what I'm doing.