I wanted to ask the community how the return process has been on their end? My return has been approved by support but I am waiting on a shipping label (more details below). While I wait for the label…apart from wiping my SSD and packaging the laptop up, are there any other tips I should keep in mind?
I had a Framework 12 which I loved, but turns out wasn’t truly the machine for me. I decided to ride it out for a bit, because I wanted to support Framework.
However, I had been eying the FW13, and wanted to get that instead. So, for a laptop shipped in October 9, I initiated the support process in November 6. Initially just to ask for an “exchange”, so I was not directed to the Returns/Exchange team.
However, I was ensured that I was within the return window, and the window was only for initiating the process. They took my details and escalated me to the returns team.
This was on Friday. Obviously, I do not expect they would be working over the weekend. I am hoping to get the return label by Monday and ship by Tuesday.
Does anyone have experiences with returns? How long does the process take generally?
While I have not personally held a 12 in my hand, I had preordered one of the first batches and before my batched came around decided to cancel my order. It seems to be similar but different in a lot of ways compared to the Framework 13. I do have the 13 and the 16 and they are both really great if you know what you are getting.
For me personally, the display on the 12 and the lackluster battery life was really a major downside. I get it though for the price point that was being sought after. Could it have been offered at a lower price point? Maybe, but it would have had to sacrifice probably too many things and then it would be competing in the $300-$400 throw away laptops.
Back to your situation, support is really good about getting things turned around when they do not have outside complications (i.e. Amazon AWS going out, Azure taking an extended lunch, etc.) Take a few pictures before you send it off just in case it gets damaged in shipping and you have to prove it left your home in returnable condition. The 13 really is a different machine altogether build wise. Unless you the performance is truly needed they are all really fast these days, especially in comparison to the 12 you were returning. More memory or a larger SSD is probably better in the long run in my opinion. If you really need a Workstation/Gaming laptop then the 13 is probably not a great fit. Again, these are just my opinions. Your mileage may vary.
Hi,
Be prepared for the returns process to take a while, e.g. 5-7 days.
The some while, maybe weeks, after that before you get your money back.
Take good photos of your laptop and also the package you put it in for posting. In case their is any damage during delivery, you can then prove it was ok when you posted it.
Yep, I have taken pics of the laptop as I was boxing it. Boxed it disassembled as it was a DIY version, I still have to receive instructions from the support team (requested return on day 27 and was approved/escalated by one of the support members, but then that rolled into the weekend).
The package is the box it originally came in. I am just hoping that the label arrives soon (I’ll probably not send them additional emails, hopefully should arrive by today).
Thank you so much for your response!! I have already disassembled and boxed it the way it came in the original packaging (DIY version) and have taken pics of everything. I am just waiting on the return label now.
Personally, I felt the 12 too cramped when working normally, and the screen genuinely is not the best. It’s a great laptop, just not for me. My only worry is that I initiated the return process on day 27, and was approved by a support rep, but that rolled into the weekend. Hopefully I’ll be able to get my return label by today/tomorrow.
I don’t want a powerful machine (I have my desktop I SSH into). But, good enough battery life (6 hours), good screen, and non-cramped keyboard are key.
I think you just need to be patient.
When I needed to return a part, it was a while between them “OK” ing the return, to the replacement part reaching me and the “Returns label” being given to me to return the broken parts with.
I am guessing that the support team decide to accept the return, then throw is over the fence to the “returns” team. Essentially adding to their possibly long inbox. So there is a bit of a wait before you get the equivalent of a Returns label.
There is also the weekend, where I don’t think the support or returns team work.