Hey Local,
I’m sorry to hear about the issue you’ve experienced with your laptop. I can imagine how frustrating it must be to encounter problems shortly after receiving it.
This issue has been noted in our community and support reports, and our engineers have been actively tracking and addressing it. Initially, there were more reports from previous batches, but we’ve seen a significant decrease recently. Transparency is important to us, and I’ve personally communicated about this on our community platforms many times, mentioning our efforts to resolve it. While our engineering and quality teams work on solutions, our support and part replacement teams have collaborated to swiftly assist affected customers by providing mainboard replacements.
One challenge we face in both community and support environments is that people often don’t report when they receive a laptop without any issues. They are understandably more likely to share their experiences when they encounter problems, as you have done. While some exceptional Framework community members do share positive feedback about their laptops and the service they have received (as you can see from here, here, here or here, all from the past 7 days), it’s common for community platforms to mainly highlight issues and complaints. This doesn’t necessarily reflect a widespread product flaw; rather, it’s a natural consequence of the support-seeking nature of these environments.
Similarly, in support environments, constant exposure to customer issues can sometimes create the perception that the product itself is flawed. However, this perception doesn’t always align with reality. It simply reflects the nature of support interactions, where problems are naturally more visible.
I want to assure you that I’m not downplaying your experience or feelings. Your frustration is valid, and receiving a faulty product is far from ideal. Please know that we genuinely care about resolving your issue and ensuring your satisfaction as a valued community member. Once we’ve addressed your current concern, I’m committed to understanding what caused your dissatisfaction and taking necessary actions to prevent similar experiences for others.
I’ve reviewed your support cases and noticed you’ve already contacted us for another issue before the problem with the SSD screw.
As we have announced here today, we have a bit of a backlog with our support team and our responses are a bit delayed ( We wanted to announce this as well to set expectations with our customers, no one likes contacting support and not knowing when to expect an answer) Our support agents will be with you shortly and assist you with the part replacement.
If you prefer to return your laptop rather than proceed with a part replacement, you can find our return policy here.
Please feel free to share any additional feedback or questions you may have.
Thank you.