I'm sorry, but this sort of story tells me that it's not Linux that is having an issue getting ready for "prime-time"; rather it is the tech support people that need education and being brought up to speed. This entire story can make one embarrassed for working in the call-center/support field.
Coral Springs, FL
Meet the drop-resistant Moto Z2 Force
The Moto Z2 Force is really thin, with a fast processor and great battery life. It can survive drops without shattering.