Keyboard connector on Trackpad broken/bent pin

[wadaw]

I have a problem concerning my brand new Framwork Laptop 13 inch AMD.
I got it yesterday and the keyboard only partially works. The reason for this is a bent a pin on the trackpad connector that goes to the motherboard. Frameworks support did not respond to me. I already was able to migrate windows from my old laptop. everything seems to work otherwise. Can anyone please help me? I want this fixed as quickly as possible.

[MJ1]

@wadaw

I got it yesterday and the keyboard only partially works. The reason for this is a bent a pin on the trackpad connector that goes to the motherboard. Frameworks support did not respond to me.

Framework support is currently taking longer than normal to respond to tickets (normally it’s 24-48 hrs iirc). Be sure not to open additional tickets or otherwise bump your ticket, as that will cause it to get sent back to the beginning of the queue.

Status of Framework Support (November 6th, 2023)

Hello friends, Framework Support is currently seeing the heaviest sustained contact volume that we’ve ever encountered since the formation of the team in 2021. With some of the customer experience challenges that we’re working through with Framework Laptop 13 (AMD Ryzen 7040 Series) combined with being in the middle of batch processing (Now Batch 5) resulting in the shipment of thousands of Framework products globally, we’re having to get very creative with ticket triage, and we’ll be working t…

[wadaw]

I received my first support mail right now. I hope everything goes through smoothly. Also thank you for the info, I guess I have to patient.

[Bernd_Steinzimmer]

That is a manufacturing problem they have identified. It should not appear anymore. Which batch you were in?

[Bernd_Steinzimmer]

FW13 AMD - Avoiding burnt input panel connector

I see a number of folk receiving their AMD FW13 are encountering a burnt input panel connector on first power on. I haven’t seen any statement from Framework Support regarding this, however, I will be receiving my laptop soon (batch 5), and would appreciate guidance on whether there is any pre-power on check that can be done to identify problems upfront. Of course, would be good to avoid damaging a new laptop (and disappointment after such a long wait), and would help Framework by avoiding sup…

[Arya]

@wadaw

Can anyone please help me? I want this fixed as quickly as possible.

In terms of “as quickly as possible”, where is the breakage? I’m, sadly, not noticing it.

[wadaw]

Framework agreed to send my a replacement keyboard. I got some more pictures here:

(damaged flex cable, because of bent pin)