I think that the big “takeaway” for the Framework support team is this: Customers should be getting a premium support experience for their premium priced laptop.
Slightly longer version: Framework should not be outsourcing basic repair duties to customers unless the customer explicitly requests that level of service. Furthermore, RMAs should be traceable 24x7 via the support website with any RMA milestone notices getting pushed directly to the customer via their preferred method. Framework will be greatly limiting their customer base if they keep going down this road of assuming that everyone that purchases their product has a basic competence in electronics repair.