That's unfortunate. I got a Lemu4 (Lemur Ultra) back in 2012 and one of the biggest reasons I went with them as opposed to a Dell or another laptop considered to run Linux well was because their support staff were well-trained and quick to respond (usually replied to my support messages same-day and their phone support consistently had <5 minute hold times).

That said, I never had to send my laptop off to them, as they were more than happy to send replacement parts to me when the fan bearings failed. They even sent me an optical drive caddy for free well after I had purchased the device (there was no hardware fault, I just wanted to install another drive and they didn't sell the caddy as a standalone part).