I am hoping this gets enough attention that the Framework team will see it, because I don’t know what other options I have.
About 4 months ago I bought my Framework Laptop 13, and really enjoyed using it. It was sufficient for schoolwork and gaming, and the price tag wasn’t too crazy, but after about a month of use I started having problems.
While gaming the bottom half of my screen filled with horizontal white lines. I have never had the laptop overheat, been dropped or sat/stepped on, and didn’t have the components exposed except for when I put it together. While this doesn’t prevent me from using the laptop, at over $2 000 brand new this really isn’t an issue anyone should be running into after a month of use. I submit a request form and received an automated reply telling me there was a high number of bills active, and wait times may be longer then usual. I waited a month to submit my next request form, and then weeks after that for the following. I have still not been in touch by a real human being for any of the requests, and the horizontal lines are spreading up the display. I have tried booting it in BIOS, and reseating the display cable, neither of which have helped.
Two days ago I tried using my laptop but was met with a black screen. I assumed it was dead and plugged it in, but now the power button flashes and the screen turns on, but then goes black again. I have tried holding the power button for 15 - 30 seconds, and booting it with no ports attached, but it will not turn on.
Framework is a project I am extremely interested in, and I think the power the team has given people through right to repair is very valuable, but this quality in their product and the customer service makes it extremely difficult to be proud of them. I want to support a product like this, but when I spend premium prices on a product and it dies months after I buy it, I can’t recommend it to anyone. I have tried their support forms, and have called, with neither working. If you see this post please help me get in touch with framework, either by recommending I post somewhere else or making this more likely for them to see, I would be very grateful.
From a disappointed customer.
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