Framework does differentiate between regular damages and “Customer Induced Damage”. Nevertheless, there are damages that will occur given the nature of Frameworks product, because most people, even tech enthusiasts, are not (yet) used to tinker with the innards of laptops unlike with PCs.
The Framework Laptop 16, being a 1st gen. product, is furthermore way more prone to fabrication and handling errors than the Framework Laptop 13, partially caused by unrefined design choices, and its documentation being way more incomplete and lacking, as I can say from my own experiences, because at some point I went to look at the FL13 documentation for a part, that was still missing in the FL16 one. It’s been half a year ago, so sadly I forgot which one it was.
The only issue I have with the support recently, is that after they took unusually long to reply, I got an auto-message after my reply stating, that they can reply faster, if I were to use the service request form … really? Even for replies to issues that are already being addressed? Are you sure, you’re not going to repeat yourselves with the conversation history being lost that way?