Hi, I have a 11gen Framework since Oktober 2022. I have had a very bad experience with the Framework Support during the last weeks and would like to get to know if others in the community have had similar experiences.
I had already shipped my laptop in for a repair once, because the fingerprint reader not responding, the laptop overheating, thermo-throttling, etc.
The repair center simply shipped it back claiming that the faults could not be replicated and thus did not exist.
A few weeks later the laptop stopped working out of the blue and has not switched on ever since. I thought that would be the CMOS issue, but as it is my daily driver, it cannot be that the CMOS Battery died.
I then asked the framework support to adhere to EU Consumer law and to offer me a replacement or a cancellation of the contract as the laptop fails the conformity requirement and repairs had failed. However, they just kept repeating on all levels that they first want to try another repair and referred to the limited guarantee of framework, which is not what I was talking about when referring to the EU guarantee.
Initially they even wanted me to perform all the repairs myself. I totally can understand that frameworks upholds the right to repair, but it seems the support uses that to just put all the reliability on the consumer, even though in the first two years they are responsible to ensure the conformity according to EU consumer rights.
After the issue even went up to the core team of Framwork and they still refused to replace or refund, I agreed on another repair try as I was already without a daily driver for over a week. So I shipped it to the repair center and nothing happened. Only after I followed up again on the status of the repair they told me that the motherboard was faulty, the repair center has run out of motherboards, because there is a high demand and that shipment of those has been delayed.
Sorry, but that is really unfair. To insist on a repair that framework knows the repair center currently cannot handle and leave me without a daily driver for over two weeks by now!
As it is apparently not only my issue, if the repair center is out of motherboards, I wanted to ask the community who else had a similar support experience completely disrespectful of EU consumer rights?