-installed new BIOS per Framework, beginning of June.
-Laptop will now not shut down completely every time after BIOS update.
-Service ticket opened june 13
-Over 50 email back and forth with a new thing to try every time. Felt like they were guessing. Multiple video taken, processes way over my head completed . Nothing fixes it.
-New input cover, mainboard nothing fixes it.
-Last week instructed to send it back, which I do, without my RAM or peripherals installed.
-Email from Framework says it works fine.
-Now, 5 days later all communication halted. Multiple attempts to contact. I just want my laptop back. I need it for work. No response.
Without question, the worst customer service experience in my 59 years on this planet. No phone number. What a joke. Who operates like that? Might be out of refund timeframe for my credit card. BBB and small claims court next I guess. What a horrible way to do business.
After one week you sent it in? Wow you should really try Asus or Apple or Dell or HP or Samsung for a change. My former company had a Power Mac G5 sitting in for repairs 6 months and no time frame for a fix and that was while Steve Jobs was the CEO and they had a very good reputation and went for 5 times as much.
Oh great, real helpful. I appreciate your insight. What are you a Framework troll? The issue is they have my laptop and won’t respond with no way to call. At least those other machines will actually power off!
Yeah for a week. Calm down. When you had a problem with any other device you’d wait 2 weeks minimum even if you brought the Laptop to the Apple Store and handed it to a genius, went through that a lot of times 20 years ago when I needed the laptop for studying. Even if you had a phone number a nice lady would just read the ticket back to you or put a note into it.
I just feel that Framework has a very small team and here we have people making a big deal out of things that would be completely normal for mega corporations. If that sounds like trolling to you, well then I don’t know in which world you were living in. There are people from that company that read this and especially now that they have to deal with a lot of customers with the new release of 13 Pro it takes some time. I know I work for a software company I have to deal with “bugs” everyday and especially after a release.
The problem has been going on for months. The “people” that are attempting to help have been throwing ideas at this for as long. You’d laugh if you saw the email thread for this problem. Now they hold my laptop hostage and won’t respond? I don’t know what world YOU live in if you think that’s ok. Since you aren’t adding anything of value here why don’t you just move on troll boy?
Well what do you expect from a community member to do? I just read what you wrote and that you sent the laptop in a week ago and now you’re worried that someone holds your laptop hostage. Well if you don’t want to discuss then you should maybe just call the police, or a lawyer and not the community? No idea what some people think a community forum is for.
Interesting that a mainboard replacement didn’t fix the issue with your laptop not shutting down completely. This does - potentially (not saying definitely) - point to the problem being elsewhere.
Just for clarity in this forum in case others have the same issue :
What are the system specs of your Framework 13 laptop? What OS are you running?
When you say it did not shut down properly - what exactly do you mean? Would it hang and just say “Shutting down” and never shut down?
Did you remove the RAM from your laptop because you had supplied that yourself and not purchased that from Framework when you purchased the laptop?
And it’s not clear but had you removed the SSD as well? If so - was that something you had supplied yourself and not purchased from Framework when you purchased the laptop?
Did you get, and respond, to the DM from @Eagle as mentioned in the posts above?
Not “shutting down completely” is a strange one.
You do not say which OS you are using, windows or Linux.
How far does it get with the shutdown ? What bit fails to shutdown?
I am a Linux kernel developer, so have some knowledge of low level stuff.
The failure to shutdown is normally an OS problem and not a hardware problem.
It might be helpful to post a link to a video showing the problem.
Example of a recent “reboot instead of shutdown” bug associated with windows 11:
Sorry to hear about the delay. It is harder with an email only support system. They truly are not doing this on purpose though. They have a small team compared to some other players in the marketplace.
We are all end users here on the forums. Lots of us have either had similar issues or read about others having a similar issue and are willing to try to help.
When the laptop is back in possession, it could be something with the RAM, SSD, or the OS itself.
Before booting back to the existing OS, try creating an Ubuntu or Fedora USB and booting to it. Select LIVE from the menu. Let it get into the OS for a minute or two, open something like notepad or a browser; then try shutting down the machine from the menu. If it turns off successfully then it probably is the OS itself.
If it is Windows this can happen out of the blue. Make a backup of all the important files needed first!
Having Windows reset itself might fix the issue; though the sure way to start off clean is from a bootable Windows USB and wipe the SSD (or install to a clean area if it is partitioned for multiple drives).
This is an Intel platform so nothing special needs to be done at install to get the WiFI to work. Have the Windows Key or the Microsoft account that it was registered under so windows can get activated again. (This is presuming the OP was using Windows)
Just as a double check the memory is DDR5 and 5600Mhz correct? Glad that Eagle got to looking at it for you. Hopefully it arrives soon to get figured out. Good news is the support staff tested the machine so the base hardware is good which is frustrating when the mainboard is the issue.
You just don’t stop yapping do you? You must be a hit at parties.
I’m pursuing every option available to me to get this fixed. This is just one. So far I’ve been contacted so it worked. Why don’t you find something else to do Gentux
@Guest738 - please try to keep things respectful here if you can. Just in the last week I’ve seen an increase in the number of people becoming abusive of either staff or community members as a result of their product fault frustration.
Community members will always sympathise with someone experiencing a hardware problem, but it is harder to do that if a thread gets heated. Let’s make this community as supportive as we can.
Company A sells me a laptop with say Windows OS on it.
Something goes wrong, or some expected function is not working as expected.
Company A has determined that the problem is not with the laptop hardware
If it turns out to be a problem with Windows OS, is that a problem for Company A to fix?
The default for Microsoft is to sell Windows OS, with no support contract associated with it. As a result, none of their users go to Microsoft for support, and try go to Company A for support.
So, company A gets caught in the middle.
This has been responded to. It was escalated to my team 3 business days ago and in my queue, as the repair center could not replicate the issue (as OP stated).
As a reminder:: We are under a 3-5 business day or a (currently) estimated 5-7 business day TAT for escalation responses (depending on the circumstance) as we work through things. Your Support Agent should be informing you of the TAT before escalating. Multiple responses without us responding first may cause additional delays as it resets your place in our queue.