Thanks for responding.
Many people build there own PCs. I have as a hobbyist done number of different electronic things over the years, including one of the early Personal Computers back in 1976.
Bu in resent years the economics of modern life makes is hard to DIY unless you want to spend some time getting involved in the process. The best you can do is find a local friend to give you he direct help you need.
That company you mentioned, and others like it, are doing what the can to make a profit . On of the most difficult things in electronic technology is customer support. If it is cheap, it is bad. If it is good, you pay for it. It is hard to mass-produce personal help. White silicon becomes cheaper, sweat and teas are still the same price.
A few people have reported terrible customer support issues with that company. But that is not unusual. All the profitable companies have a hard time with customer support. Unless the customer is willing to pay for it.
I am sure you will find some local people twill help you because they want to.
IMO, if you want a great PC and save money, try bluing a rectified Alien ware gamer PC with a warranty.
Look here:
https://www.newegg.com/Search for refurbished Alienware
But if you want a custom build...
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you have to get into it yourself with a friend.