I had only two exchanges with support. One during the time when the AMD laptops shipped and they were pretty overworked. I can say that I could resolve the issue, but support seemed to not really read the mails I sent, for example at first I sent them a mail with a problem description and a photo of the failed part, in the next mail they asked for photos again without specifying any details why the first photo wasn’t enough.
Then (trying to be helpful and not knowing what they need) I sent them additional photos including one of the general mainboard area (just for reference) and after that they sent me a message asking for a shipping address to send the replacement mainboard to. Note that I only had a damaged SSD screw and some other minor issues, so there was no need for sending a whole new mainboard. I assume they just looked at the photo and said “he took a photo of the mainboard, so he needs a new mainboard” without reading or understanding my messages. Otherwise I have no explanation.
After a further mail exchange I managed to request the correct parts, and they were quickly shipped without any issue, but in general I wasn’t too happy with the support quality.
The other message was an earlier question if the German keyboards still had the mislabelled Ctrl key, or if that error has been fixed since (the mistake has been known for a long time now). Support basically answered “thanks for the improvement suggestion” and closed my ticket. Note that the AMD laptop I bought later still had the mislabelled key.