I’ve had varied support experiences with different companies over the years with my laptops, so I didn’t know what to expect when I contacted Framework support about a minor issue (a not entirely flat touchpad) with my new Framework 16 AMD AI 370 series laptop. I had noticed some forum posts from years ago suggesting support wasn’t great, so I wasn’t optimistic.
I put as much effort as I could into my report. I read all the existing forum posts with similar symptoms, supplied photos with explanations, and listed the things I’d already tried to resolve the issue myself.
Ten hours after submitting my support ticket through the official support system, I received a confirmation email saying they had escalated, investigated, reviewed my information, and would be shipping replacement parts.
I think this is amazing support: attentive, intelligent, and efficient. It gives me complete confidence in buying more products from Framework in the future.
Thanks, Framework Support Team — that’s the best laptop support experience I’ve ever had.