There’s plenty of valid criticism’s of my post, ranging from “too emotional” to “theatrical”. That’s fine. I welcome the criticism and will continue to self-reflect.
Shortcomings in my presentation aside, the following facts strike me as profoundly troublesome
- Framework appears to have a precedent with other customers where keycaps fall off and are supported under warranty.
- Framework support initially denied my request using the one year warranty as justification
- When made aware of my state’s implied warranty law, Framework immediately pivoted to a previously-unstated claim of Consumer-Induced Damage while providing no evidence.
- Framework support did string me along without revealing their intention to not assist.
- Comments on the parallel reddit post supporting me were deleted for supposedly violating community guideslines, whereas combative, abuse, and discrepectful comments toward me were unmoderated until I called out the mods. EDIT: The mods reached out and worked with me. I’m satisfied with their response.
To be clear, I’m not even slightly upset about the keycap. I’m unsettled by the deception, defensiveness, and deflections by Framework in these communications, which completely contradict the image that Framework cultivates. I am more than open to being wrong, and would happily accept consistency, coherence, and evidence that Framework could provide to put the matter to rest.