When did you bought yours?
I bought mine 2020 August without noticing that they changed from Clevo (have an Aftershock and love it) to Dongfang.
Not sure if the same batch have the same problems.
Mine has similar plus few other problems after a bit more than a year, especially Thx error and constant BSOD.
Not willing to send back to them cause based on other users' experiences, it seems somehow takes them months just to find the problems and another few months to fix, while still being charged without having the problems fixed properly.

I tried to format and install their drivers, problem persisted.
Then, after checking their drivers date, they seem quite old.
So, decided to let windows and use intel driver assistant to install and update all the drivers instead.
This seems kinda fixed the BSOD and driver problems, though not completely.
It still has BSOD problem from time to time and usually force restart the laptop once will have the problem temporarily not occur again.

The weirdest problem I found is that during BSOD, it could not dump error file at all.
My SSD seems fine after checking everything. No error found after multiple diagnosis.
Windows settings are fine too.
Whatsapp them about the problem and they ask for the dump files to check the problem... (really speechless bout this as if they don't bother to read what I wrote properly at all)
Text them again immediately to emphasize the no dump file problem, they just went silent.

I usually buy new laptop every 4-5 years, but it seems I should just get one now after only 2 years to clear my mind from this mess.
Have phobia now that I will only go for well known brands from now on. Probably will still consider Aftershock but its SG brand so a bit troublesome when need their support (had hdd problem but their after sale service is great. Sent them the faulty hdd only via postage and got replacement without any hassle)
Definitely won't even consider Illegear anymore.

Last support contact was in March this year if not mistaken.
I was using whatsapp to contact them. Never tried the new system.

I think support method does not matter. Ticketing can be better as they can support their customer more systematically. Human factor is more important during support.
Based on previous experience, I feel that they are not keen or willing to help. Especially that they just went silent during support, which made me fed up.
The fact that letting Windows to install the drivers itself, rather than installing using the drivers on their website, fixed the BSOD and driver problems only shows that they are not aware or not even care if their drivers are working properly.

I mean, from QC, to drivers update, to CS. Nothing seems to pass the lowest expectation.
I wanted to support Malaysia brand but it is a big disappointment.

Besides, Clevo or TongFang or any similar business model should have the advantage of being cheaper than other bigger brands with similar specs.
But it seems that nowadays, it is not the case anymore.
In addition, it also seems that brands that uses Clevo or TongFang etc, when there is hardware issue, they need to send the machine back to the Clevo or TongFang for checking and fixing.
This process will take few months, which is another disadvantage of such brand when many other brands has on-site support.
I think many are not willing to leave their machine on somone else hand for months because there are sensitive information stored.

So, I think if you are considering buying from Illegear or even Level51 or Aftershock, better do the research properly.
A lot have changed nowadays that it can be hard to justify to buy from these brands anymore.
Just my 2 cents.