First, I'd like to point out that Raptor already identified one of the major problems here -- that front line support failed to keep you notified of back end progress in diagnosing the problem. Raptor Computing Systems is an OEM and ODM first and foremost, not a services and support firm -- their capacity to handle requests is limited by the amount their customers are willing to pay at time of product purchase, and internal management of RCS is trying to balance support costs with all other costs and overall product pricing. They may not always get it right, but they are trying nonetheless.
Yes, this was brought to my attention as a result of the review. That review has apparently caused sufficient damage that Raptor will now be reevaluating whether they can afford to service the individual market at this time, or whether they need to focus on business users only.
My personal take:
I am saddened to see x86 and locked computing profiting from this, but at the end of the day individuals have always been a difficult segment to target. They tend to want extremely low (below cost) pricing, high levels of service, and generally want to run various proprietary games on Windows while simultaneously settling for a false sense of security through open source firmware wrapping large hidden binary components. Out of sight, out of mind, purchase price above all other concerns seems to be the general takeaway for that market.
As a result of this mentality, individuals are not currently Raptor's core market, and at the end of the day the individual computing market will get what it is willing to pay for. If that's locked (but cheap) x86 computing, open source itself may be in serious trouble due to the impending final lockdown of those platforms. If it's instead cheap low power computing (RISC-V, low end ARM) there's an awful lot of fat that will need to be removed from near-essential projects like Qt, KDE, Gnome, Firefox, Chromium, GCC, Clang, etc. to better fit them on the lower end platforms. I have not seen any developers yet willing to put in the time and effort to re-architect those systems for low end computing resources; in many cases the fundamental design would need to be changed (i.e. remove interpreted scripts as much as possible, go back to C/C++ or a similar low level language, etc.). In the case of projects like Chromium, it may simply not happen as the intent of that particular project is partly to serve ads and DRM protected content through a portal system, which aligns nicely with the idea of locked end user computing on x86.