Are you in the US? I’m just wondering if my laptop will end up in the same repair center black hole. Last night, after sending them more pictures, they replied and said they want me to ship my laptop to a repair center.
I asked some questions and apparently, someone else will get back with me at some point to give me the details. A ninth person, apparently.
Yes I’m in the US.
Hmm, maybe I’ll tell them no thanks, lol!
Hopefully you get your machine back soon.
This is all a far cry from my Dell, years ago, where I noticed a little bit of the E key legend had flaked off and I called support and less than 24 hours later an engineer turned up to fix a new keyboard in like 5 minutes. 
Wow, this is not suspicious at all. After having NO emails whatsoever for four weeks, and now having sent two irate emails in the past two days, they suddenly magically have completed “thorough” diagnostics and repairs.
Our repair center has performed thorough diagnostics and repairs, and based on their findings, we believe a replacement is the best course of action to ensure optimal performance.
It could certainly be a coincidence, but I have my doubts as you can imagine. And regardless, the complete and utter lack of any substantial communication from Aug 15 when I mailed it to them until today on Oct 10, eight weeks later, is still totally unacceptable.
Hopefully my case is resolved shortly.
And hopefully someone at Framework with the power and knowledge to enact positive change ensures this never happens to anyone else ever again.
The good news is that you’re getting a new laptop, the bad news is that your warranty was reduced from 12 months to almost 9 months as it won’t be extended.
With a bit of luck you’ll have the new laptop in a couple of weeks 
Didn’t you just tell them in one of the emails that you want to send the new mainboard back? I mean, you’re actually willing to send the part so they could inspect it.
I did. A couple times. I told them again a few days ago and they finally acknowledged it and said that was fine, if that’s what I want to do. But, if I’d just be willing to perform a test with Cinebench R23 and get screenshots of the results and temps, they could determine what’s the best next step. It’s like they reset and don’t realize we already went through all of that before. But whatever. I did the tests again this morning, took more screenshots, and I’m going to send them.
I’ll try to write about my current experience with the support team.
Sorry for the long text.
14 Jul
Everything started on Sun, 14 Jul at 10:50 when I decided to open a ticket because the paint was slowly disappearing from one of the corners.
While discussing this with the support team they asked me if there were any other issues, so, I said that the laptop runs a bit too hot.
We started checking the thermal issue on the 16th of July, and after 7 long days of testing and recording my screen, it was decided that I needed to send the laptop to the repair centre.
23th July
On the 23rd I asked a few questions:
29th July
After 6 days they finally replied with:
After checking the answers I decided to remove all the data from my system SSD and replace it with Fedora, as I couldn’t send a laptop with private data on it.
So I did that, and replied with “Ready for collection”
31 July
This is where it gets a bit odd and, not so funny.
I was told that I need to:
)3 Aug
I couldn’t understand why I didn’t have a label yet. I mean, it was already agreed that I’d send my laptop back.
After sending an email and asking where’s my label, I received it the same day.
6 Aug
My laptop was received by the repair centre.
9 Aug
A second not-so-funny moment. I was told that in fact, it takes 10 days or more to have it repaired. So, why was I told that it could take up to 5 days before? I have no idea.
16 Aug
Got the confirmation that my laptop was repaired and on the way back.
This is where I got a bit annoyed as nobody provided a tracking code with this confirmation, so, I had no idea when it would be delivered.
Luckily, I have an account with most of the delivery companies, so they added this to my account.
17 Aug
I received the laptop with the wrong mainboard! YEY! Lucky me.
It was also full of dust and with some scratches on a part that they had to replace. Double yey!
20 - 21 Aug, round 2
It was decided that I’d get a new laptop.
Round 3.
5 Sept 2024
The new laptop was as bad as the first one regarding the CPU temperature
So far, the only bit that was fixed was the part that was having some issues with the paint.
11 Sept
It was decided that I needed to replace the mainboard
A few days later…
I received the mainboard just to realise that is as bad as the other ones.
Replaced the Liquid Metal with some PTM7950 as I couldn’t go through another round with the support team, and now I have a happy laptop.
The good:
The bad
Unfortunately, after this experience, I can’t recommend this laptop to anyone who needs a laptop as a daily runner or, as a business.
So far, I feel like you need to have two identical framework laptops… mainly because you need one to keep debugging with the support team and the other one to do your job.
Lucky for me, I have more than one spare laptop.
Sorry again for the long long text 
Overall I like the laptop , but, it has some issues.
Similar to @Alex_Uta above, I would probably no longer recommend the FW 16 to anyone who doesn’t like to tinker, or to anyone who needs the laptop for critical work as their only machine.
I originally planned for the FW 16 to be a replacement for a “desktop” computer. I was going to use it for some light gaming, but mostly as a video and photo editing machine, and for running some other creative programs. Unfortunately, I had a project that needed done while I was waiting around for FW support, so I ended up hastily building myself a cheap-ish, small form factor, desktop editing rig. I was able to get my project done on time with that, while my FW 16 sat, wating on the next reply from FW support. Technically, I could have kept using it. Other than max fan noise and potentially reduced performance, it did work. But FW support kept asking for more tests and such, and I just didn’t want to be in the middle of important projects while also going back and forth with different mainboards for testing.
Don’t get me wrong. Any computer can fail. I don’t know that you are necessarily any less likely to have a problem with a Dell/Lenovo/HP/etc. But when a problem with the machine may result in a month or more of back and forth emails with support, that’s a tough ask for a machine you need for work, or whatever.
I think that the big “takeaway” for the Framework support team is this: Customers should be getting a premium support experience for their premium priced laptop.
Slightly longer version: Framework should not be outsourcing basic repair duties to customers unless the customer explicitly requests that level of service. Furthermore, RMAs should be traceable 24x7 via the support website with any RMA milestone notices getting pushed directly to the customer via their preferred method. Framework will be greatly limiting their customer base if they keep going down this road of assuming that everyone that purchases their product has a basic competence in electronics repair.
To be fair, I purchased a DIY laptop and I’m more than happy to troubleshoot and repair it myself. But it does get frustrating being asked every question two or three times by different people; being asked for the same pictures multiple times by different people, and being asked to perform the same tests multiple times by different people.
Jeez louise. The saga continues. A week after them saying they’ll send a replacement laptop, and I get this:
The replacement laptop is still undergoing additional testing to ensure it is fully functional before it is returned to you. Please rest assured that we will notify you once we receive an update from our repair center partner.
Ridiculous.
That’s… strange tbh 
Are you going to receive a new one from the factory, or, a used one?
What tests do they need to run on a new laptop? 
Precisely. Very strange. I think this must mean I’m getting someone else’s laptop which has/had a different set of issues. I am not looking forward to conducting my own thorough diagnostic after receiving it, and potentially finding a different issue.