TUXEDO Computers Reviews 

Ordered a laptop from Tuxedo about a year ago. While i have had a few issues with the laptop, for example it randomly decided to only boot to the BIOS, I was able to call Tuxedo up, no waiting time for customer service, and they helped me to resolve the issue immediately.

Hardware issues are going to happen with any device, its how a company responds to those issues that in my opinion is more important. Anytime I have had an issue with Tuxedo's products, they have quickly helped to resolve them

Very good choice of Linux hardware (am user of laptops and desktop of theirs), and accessories (monitors, docking stations, etc). Warmly recommended. If things goes bad, the support staff is super helpful and professional. Warmly recommended!

I bought a Tuxedo Core one. Everything worked out of the box and i am happy to be able to support the Linux Eco System with the purchase as well. I just had one quick chat with the customer service regarding the delivery. The support team quickly helped with my question. So overall a great experience.

The few times I had to reach out to their support, I never had any useful information from their side but in my opinion, the worst part is the missing support for spare parts ... Always got excuses for not shipping them and had to browse the web and order them myself ...
I wish I didn't wanted to support a local SME and bought a Framework (for real support of the product) or even an Apple product, I would have expected that type of support ...

Have been customer for several years now. Customer support is very responsive, on both, phone and mail, and in English as well as German language. Be it for questions about the hardware, when placing an order, or to resolve issues concerning the mytuxedo cloud.

A week ago Tuxedo delivered a superb, fast, light, fully specked laptop which unfortunately had a little defect. When i contacted customer support about it, I had a refreshingly fast, helpful interaction with them. They responded promptly, to the point and helped me find the best solution. no clumsy so-called "AI" chat-bots but a real person who knows their job. I wish more companies were as customer oriented. Five Stars!

I have used Fujitsu Computers and Linux over Decades. This time I chose a Tuxedo computer.
In genernal fine and robust design. Work very well even I use SUSE Enterprice and not Tuxedo or Ubuntu.
A point for me i batter life time. The first setup was simply too energy consuming - empty battery after 6 hours. I got a change of the Laptop without any problems and discussions. The new one is better. But battery life time should not be expected for more than a common Laptop - 8 hours. However the Laptops are quite strong and more like work stations.

Choosing and configuring a laptop was very simple and fast with clear options.
The laptop was delivered sooner than expected and ready to use.

A simple issue I had which was due to not really reading the manual was resolved over email in less than 24h.

All in all, excellent customer experience.

Overall I'm happy with the technical support and the communication. I had a KDE / TuxedoOS problem, and the suggested solution solved the problem.

If you buy a computer which never faults, you are very lucky. Real quality only shows once you depend on manufacturer support.

LAPTOP BECAME UNUSABLE
Problems showed their ugly heads soon: #Space-bar not working randomly, #Cursor jumping randomly to other lines, #When HDMI monitor connected, transfer speeds to USB HDD slows to 3MB/s, #Crashes several times a day (see also previous reviewers), requiring forced shutdown with associated data-loss. Because of the failure to resolve the latter, I had to buy another laptop to be able to work. Apart from the space-bar, Tuxedo was unable to fix ANY of these faults.
UPSHOT: I bought very expensive electronic waste.

SUPPORT
The laptop was returned for repair twice, just as result free as the many support emails over 9 months with suggestions what I should try next. I spent more time with repair-attempts, data-recovery, and re-installation of TuxedoOS and 3 other Ubuntu-based OS’s (all crashed) than actually working with the laptop. In their emails, Tuxedo describes the world of software as somehow uncontrollable, and that they are “not responsible for bugs” and would “have to give up” on repair-attempts “at some stage”.
UPSHOT: Supposed Linux specialists, who can’t fix their own Linux-computers, and customer having to carry out endless repair attempts.

WARRANTY
According to Tuxedo, frequent crashes do not constitute a defect. Would they say that if their new company cars had a habit of breaking down suddenly in the middle of the motorway, a busy intersection, etc? Warranty was refused because “it is a repairable software issue”. If it is repairable, why did they not repair it in over 9 months?
UPSHOT: In Reality, the supposed warranty is worthless- see also under ethics below.

ETHICS & MORALS
Tuxedo uses a peculiarity of German Law: Manufacturers are not liable for “software faults”. The burden of proof that it is not a “software fault” lies with the customer, who in practice cannot prove this. This means that you can’t install ANY software (e.g. browser) yourself without losing your warranty- totally unrealistic. I.e, when a manufacturer is (re-) interpreting (or spin-doctoring) a fault as software fault, warranty can be refused. On a formal level, this is legal. Whether it is ethical is legally irrelevant. That they have no shame about this shows in the letter refusing warranty:

1) “Unfortunately, we cannot grant you a cancellation of contract. We ask for your understanding and continued fairness”: I.e, the customer suffers significant financial loss, but is supposed to muster the understanding and fairness Tuxedo withholds from them. An interesting ethical/moral position.

2) “...verifiably no hardware faults…” Such verification has never been provided, could this be spin-doctoring?
3) In this letter, Tuxedo now surprisingly claims to have replaced the motherboard. This is in contradiction to their own paperwork. On the first return, nothing had been repaired, on the second only the space-bar was fixed, plus “diagnosis, check of components, check of functioning”. Could this be spin-doctoring?

4) “To completely refund the contract after 2 years have now passed is entirely out of the question”. Alas, 2 years have not yet passed. This rounding raises the question if all these useless support-emails were perhaps also just a wild-goose-chase to gain time until the 2 year warranty has expired?

Is Tuxedo perhaps too small to afford true warranty, or proper Research & Development? Their annual profit-figures and the above experience could point in this direction.
UPSHOT: Does their spin-doctoring expertise exceed their technical??

TUXEDO WEBSITE ASSERTIONS
“No annoying driver search, no problems, no tinkering. We promise!”, “No waiting for updates” and “(…) hardware that is perfectly optimized for running Linux! Customize your...Notebook according to your wishes…” Exactly the opposite seems to be the case. In over 10 years of installing and maintaining various Linux distros on a broad variety of hardware from the reputable manufacturers I have NEVER come across eventually unsolvable problems- until I bought a Tuxedo. “Waiting” and “tinkering around” is the daily lot with Tuxedo. And if you “customize according to your wishes”, you lose your warranty.
UPSHOT: To minimise risk my risk, the next purchase will be from one of the bigger, reputable manufacturers.

Bad advertisement. They say the battery lasts up to 16hours but they fail to mention unless you read the fine print. Battery lasts if you turn of wifi and everything else and keep it in idle. Who does that? Am i buying a laptop to keep it in idle ?:))

I wasn't expecting 16hours of battery but it barely lasts 4 hours. Its embarassing and fake/scummy marketing strategies. FAKE ADVERTISEMENT.

After using my Tuxedo computer for 2 years, I cannot recommand the brand anymore.

I first was a happy customer, and gave them 5 stars. But they recently blew everything : they handled a system update very badly, and now I'm stuck with a 2,6k€ unusable computer.
Or, to be more precise, I've got the choice of keeping a unusable computer, or to lose many data because they blew their update and after two weeks of back and forth mailing they weren't able to offer any efficient solution other than "let's re-install your OS from scratch".

This is unacceptable, yet I'm stuck with this joke of a situation. That's why I CANNOT honestly recommand Tuxedo anymore.

I would like to share my experience using a Tuxedo computer. I have had one for a year now so I know what it's like. The computer cost $ 3000 and came with top notch components. The company - on their website - claimed they would ship within a few days. I know this couldn't be true as it was customized and I received the computer after 3 months but well packed including a few "goodies".

The computer was loaded with problems right from the start more specifically the sound driver that crashed constantly, the same with the video driver. This meant on restart the computer booted to a black sreen. I contacted the company NUMEROUS times as they promised top notch service but in fact they would reply simplistic solutions in the style "please resinstall the system bla bla" NOT adressing the issue to my satisfaction. After doing some research on the internet I found out I was NOT the only one suffering from these problems. In fact the company pulled out this product I bought and ANY REFERENCE to it on their website. Not very profesionnal.

Using their Webfai utility (which download the OS from their server) I installed some other distros including their own recommended Tuxedo OS system and the problems persisted. Their OS is SO broken that you cannot update anything. Doing so will complelety crash the system. I only update web browsers and some apps like SMplayer. All other updates are disabled by default.
My experience with Tuxedo has been catastrophic. You do what you want but my advice is stay away from this company. From what are to me false claims (excellent customer service, fast shipping etc) to a completely broken OS this expensive computer has been a nightmare.
Fortunately the company also shipped a Windows 10 drivers CD so I am thinking of installing Windows 10 or 11 and buying a NEW hi-end Linux computer from a different provider.
Never again a Tuxedo computer. You do what you want but I will have done my job warning you. I wish I had nice things to say about Tuxedo but it basically amounted to $ 3000 flushed down the toilet. 😎

The cube was nice to unpack, had a good design, came with extra cables, and was easy to setup. However, it didn't work out of the box and took a lot of fiddling around, buying additional HDMI and DP cables, and contacting customer support.
The problem was only solved because by some quirk the screen worked on one of the displays and an update was able to be initiated (which tech support had helpfully pointed out could be a culprit).

So, fast tech support response, but the entire issue could've been avoided with better quality assurance. A normal user would've sent this back within an hour, and even for a technical user it was annoying.

Why four stars you ask? Once that hiccup was out of the way, things worked just a well or even better than other products. Without the hiccup, it would've been a 5 star review.

@TuxedoComputers test your products before you ship them please! You're on a good path

I was enthusiastic about TUXEDO computers and my Pulse 15 at the beginning. But 9 months after I bought the device I started to have issues: Randomly the screen goes black and some keys on the keyboard also randomly don't work. In the end you just can't use it as your work gets interrupted any time - even in the middle of conversations.

I reported the issues to TUXEDO Computers in August 2022. January 2023 the keyboard issue was fixed, but the display issue still persists. The device was 7 weeks in repair. They offered to rework the device free of charge a 2nd time, but I just direly need a working laptop right now, so I will likely not take that offer. After talking to their support for months (50+ mails, 4 phone calls) I don't trust their estimates anymore.

Update: I got the display issues fixed without the help of TUXEDO. I believe those issues would have been avoidable if the laptop design had been different.

Another update: Now the charger seems to have issues :(.

#990932906

An excellent technical support ! The impact of the issue we faced was resolved within 15h (including a full night time off-work)

Purchased the Tuxedo Pulse. Keycaps wore through within a few months. They agreed to send replacements, but forgot to put them in the post. Eventually they arrived and I easily fitted them. A few months later, they wore through again, could not read the letters on the keys. Tuxedo agreed to send more replacements, but sent wrong type. They then requested me to return the laptop so they could fit new keyboard, and said turn around time would be 1 to 3 weeks. I sent it on 14 November 2022. Its now 22nd December and they have had the laptop at their facility for more than 3 weeks. Its still not repaired and shipped back to me. If you buy Tuxedo, buy two, one to use while they take their sweet time repairing the other.

Update 24 December, Tuxedo informed me that the repair was now completed and they have initiated shipping. More important is that they admit their performance was not good and will try to do better.
If Tuxedo could improve customer relations by answering emails in timely manner, be realistic on their commitments and be quicker in their service, it would make a huge difference. They have excellent products, but in my opinion, they need to be more organised

Top notch! First class hardware bundled with great services and an awesome & quick customer support.

I could not give a stronger recommendation!

Super-happy customer from day one!

I am really happy with my Tuxedo computer but encountered recently a minor, though annoying, software issue. The e-mail support person was very kind and efficient. I got a satisfying solution within a working day and that could have been faster but I was the slowest to reply. They have a great diagnostic tool which obviously helped them to guide me through the different steps!