I have contacted Framework support regarding my 11th gen Framework 13. I keep having to hard reset the laptop due to the RTC battery situation. They apparently can’t find my order number so they will not send me the RTC Battery Substitution.
What are my options to get this thing fixed as it is pretty unusable in the current state.
I’d suggest contacting them from a different email. Say that you just brought a used 11th gen & you request an RTC battery replacement module. I would certainly hope they will send them to buyers of used Frameworks as well. You won’t have an order number, so I imagine they’ll ask for the mainboard serial number and perhaps pictures of it. They should be able to see that no owner of that serial number mainboard has received an RTC battery replacement module before.
You shouldn’t have to do this, of course, but as long as it gets you a module.
Do you have the order number?
I went through that whole process and sent in photos already, I couldn’t find my order number but gave them address it was sent to and the date it was paid for as I had the receipt / statement.
Can buyers of used 11th gen Frameworks not get an RTC replacement module?
If they can, then the order number shouldn’t matter. Just perhaps mainboard serial number.
unfortunately no…
It appears when I went to search for the order number again I found an email I must have overlooked where the Framework team sent me info asking for my shipping details. Sorry for any confusion from this thread…
Admin can remove if necessary.
I didn’t say that they can’t 
I appreciate the levity buy I feel you have left a good question unanswered or at best ambiguous.
Are you able to expand on your answer to be more informative?
The support team sometimes needs to do verification to ensure they’re actually speaking with the device owner (and not someone else trying to get a free part).
Just to clarify, the support team doesn’t retrieve the order number; the customer provides it if they have it. OP was asked to provide their order number, not the other way around. Hope this makes sense!
I understand the need to protect against fraud, I think the part that was unclear was the information a user (secondhand or otherwise) would be required to provide for RTC battery or other service.
It appears order number was a hard requirement from OP’s description but maybe this is not the normal experience?
I like MJ1 above also assumed a serial number would be all that was needed as that has been my past experience.
This is not just a Framework-specific requirement; it’s an industry standard. Customers are asked to provide certain information—typically four or five different items—and are expected to provide at least three or four of them.
Another thread on these RTC replacement modules prompted to check FW’s github just now. Even though Destroya already responded to you, I just want to add what’s on the github repo.
github.com/FrameworkComputer/RTCRework
Requesting an RTC Battery Substitute module
If you have an 11th Gen system or Mainboard, you can now reach out to support to request a free RTC Battery Substitute module. To make the request process go smoothly, enter the email address that you ordered the 11th Gen product on and/or include photos of the system and Mainboard serial numbers.
Note that there are no constraints making this request other than being an 11th Gen system or Mainboard owner (whether or not you are in warranty). We ask that you really make sure you are comfortable with performing soldering on expensive electronics items before performing the installation, as we won’t be able to provide advice or support around soldering or provide fixes for failed soldering attempts. We also ask that you only make the request if you’ve faced needing to perform a Mainboard reset, as we want to avoid waste.
Commit history for the text (the readme.md file) says upload and edits are by Nrp / Nirav Patel.