AMD 7040 laptop 13 - input cover defective - Known issue by Framework - Horrible customer service

Community Support
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  • Which OS (Operating System)? Linux - Started with Fedora but ended up HAVING to use Ubuntu - even though BOTH are OFFICIALLY supported
  • Which Framework product? AMD 7040 series Laptop 13

Officially, I purchased the product March 31, 2025. I then received the product April 9th.

IMPORTANT: the moment I opened the input cover box, I noticed the delete key was sticking downward in a weird direction.

I assembled the laptop and was going to get ready to power it on. I touched the keys on the keyboard to test it out. I work on a macbook normally, so the keyboard feels like a major downgrade - which isn’t a dealbreaker. I then pressed the Delete key and it felt super weird - a mixture of crunchy and making a “grinding” sound.

I thought maybe I assembled it with too tight or too loose of screws? This is my first time assembling a laptop. So, I went to the bottom cover to get ready to unscrew the bottom screws to be able to pull up the input cover. Then, I opened the laptop and lifted the input cover - the delete key immediately popped off.

I was super worried. I was like, let’s just try and get linux on it. If I have to return the input cover, fine… However, I really do not want to have to return the whole laptop. I am excited to have repairable and upgradable parts. I installed Fedora - I have installed linux before on other machines (usually through VMs). After booting up the laptop, it got SUPER HOT and the fan did not start up. I thought - this is just linux being linux and wanted to give it time to do its thing. I let the laptop sit for about 30 mins and all of a sudden the fan stirred up on high and stopped. I immediately made a support ticket.

After making the support ticket, then some back and forth describing the issues, then making videos, then submitting pics, then more videos, then more pics… Framework support agreed the input cover is a problem, but wanted me to further troubleshoot. They wanted me to try Ubuntu - which worked and fixed the fan problem. I am fine with swapping to Ubuntu, but when your website clearly indicates “works out of the box” and officially supports Fedora… This is a minor issue, but annoying.

All in all - I had 6 support people and around 20 emails from me to them. I had to create another folder with videos showing the delete key not working properly after being reattached, the escape key and uparrow key making grinding sounds as well. This was such a hassle. THIS IS A KNOWN ISSUE:

The computer was not able to be used at all until 4/16- a whole week after having it. The computer would literally freeze and heat up after a single click. Nothing could be done. This is why I had to try Ubuntu per their request.

Now that I am using Ubuntu, a sticky delete key, horrible escape and uparrow keys, I was excited to be told I would receive a “new input cover.” Actually, the exact words are:

"Thank you for your response.

After a thorough review of this issue and the photos/videos submitted, we’ve come to the conclusion that there is a need to replace the Input Cover.

Can you please confirm if you will be available to accept the delivery of the package?

Also, can you please provide the information below?

Name:
Street address:
City:
State:
Zipcode:
Country:
Phone number:"

after responding with the requested information:

"Thank you for your patience. We will be replacing your Framework Laptop’s Input Cover, free of charge, and you can find the order details in your Framework account.

When you receive the new Input Cover, please open the packaging carefully as it can be easily damaged during the unboxing process. Please use the packaging that your new Input Cover came in to ship your original Input Cover back to us."

Now, what is being sent is Refurbished Input Cover Kit - US English.

THIS IS A BRAND NEW LAPTOP PURCHASE. I spent $1239.06 to have a defective product then get replaced with refurbished items.

Am I wrong for being upset?

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The title of the part is probably just to make it easier with customs duty/tax.
If they send a replacement part they should not need to pay duty, because an identical part is going the other way.

3

Thanks for responding. I have not heard of something like this. Is this common for other industries?

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It’s very common to get refurbished parts as warranty replacements, even with other companies. Never had any problems with them and they always looked as good as new. So I wouldn’t worry about that.

Not sure about all the other problems. Fedora works great on my AMD 13 laptop. In hindsight, it probably would’ve been easier to return the whole laptop and purchase a new one.

2 Likes
5

I appreciate the response. I am a little annoyed with buying a new laptop to get a refurbished item that is going to be the most touched item on the laptop. I have purchased refurbished laptops before. I don’t have a problem buying refurbished. However, I bought new, I expect new. Especially for overpaying on a laptop with this performance.

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Completely understandable and I’m not trying to defend Framework, but from their point of view, Framework is probably treating this as exchanging a used product and not as sending another new product.

If I understand you correctly, you have used this keyboard by installing multiple Linux distributions and so on.

Usually a warranty exchange for a used product only requires that the replacement product is not in a worse state than the exchanged one. And Framework is likely sending you a keyboard from their as-good-as-new refurbished pile.

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As for the refurbished part, it’s also possible they had one in stock in a warehouse in your country, rather than having to ship one from Taiwan. Just a thought.

I understand the frustration. If there are any visual or mechanical deficiencies with it when it arrives, definitely let them know.

Trying Ubuntu for testing I can understand, but I can’t see why you’d be required to use it permanently. Maybe there is a bug in the version of Fedora you used or something? I’ve been using Fedora on my 7840u FW 13 since it launched. Maybe it’s worth giving it another shot with a different kernel or something?

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Thank you for your reply. I have tried reinstalling fedora and it did the same. I tried a different usb even, but that didn’t fix the issue. I am fine with Ubuntu, but it is just another hurdle. I think I would be more willing to accept the refurbished keyboard if they credit me the difference between refurbished and new keyboard prices. Again, I appreciate your points - especially on the shipping from Taiwan.