I bought a NUC from them years ago that was always a bit wonky, but not unusable. Until one day I couldn't stand it any more and sent it back for repair. At that point I'd had it for well over a year, maybe more than two. It came back with a fixed controller and has worked flawlessly ever since. So, you pay for support. And the price difference is peanuts compared to all of our hourly rates.
Edited to add: the repair was free of charge.