My support experience has been quite similar. Lots of required evidence, slow responses, and then just links to buy replacement parts in the store.

The kicker is that the things they were telling me to buy didn't even fix the problem. My fingerprint reader was very flakey, and after replacing it and all cabling connected to it, it still didn't work.

They then told me to buy a whole new input cover which was the wrong solution again. The issue was the touchpad, which routes the signal for the fingerprint sensor through its circuit board.

They also encouraged me heavily to update the BIOS and firmware of everything aggressively before really digging into any of the kernel messages I was seeing.

All that said, it's really hard to complain that for $50 and some waiting I was easily able to fix the problem.

Compared to replacing the battery on a MacBook pro which took me 5hrs and required complete disassembly of the chassis sans fans it was a dream.

Here's to hoping that framework does better, they do seem to take well to community feedback.