I was very hopeful a few months ago that progress would be made and I’d see at least better communication from the framework team regarding long-term support. I have not. I have held my tongue and patiently waited week after week hoping the end of the year would not slip by without at least some progress updates and a timeline as to when an update would be launched. It appears this will not be the case.
Framework, I can confidently say that you’ve almost guaranteed the loss of at least one customer due to this. Me. I’ll come back if I see substantially better support and a better product than System76 but I’ll likely move over there. Never used their products but at least I won’t have this history souring my perceptions. I can’t in good faith support a company that states they want to reduce e-waste and then invest so much money in new products without first building out the support they needed to keep those products out of the garbage bin. If it were just a BIOS update I could maybe let it go but this has been literal months coming, since around May for me. I’ve always been fair to you guys. Critical when you deserved it and supportive when it wasn’t. This has been an absolute swing and a miss. I’m confident this new process you guys are rolling out will improve the experience for future customers but it’s too little and especially too late for me.
I might stick around on the forums since I can’t very well ditch the laptop but this 12th gen model will likely be the last purchase you guys get from me. Especially if the pricing on the upgraded mainboards continues to be what it is. Good luck