LTT Secret Shopping Framework Discussion Thread

General Topics
61

Finally got the replacement on Nov 7. That’s 12 weeks / 84 days turnaround.

Thankfully the major issue of my macropad having stopped working is now fixed, so at least the service center did something for me.

Performance of the repaired system is worse than when I shipped it to them, but I guess I’ll deal with it since it’s not too far off. Scoring Cinebench R23 multi of 15737 which is still 600 points lower than NotebookCheck, but I guess I’ll deal with it for now.

Other frustration of a USB-A video device not working in my left-nearest port is still not fixed. So that’s extremely annoying, but I can get the device to work in any of the other five ports so I guess I’ll deal with it for now in light of the ridiculous support experience for a $2000 laptop.

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62

…yikes

3 months turnaround? IIRC, you lose that time as part of your warranty too…

Terrible, just terrible support guys…

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63

Another user entered into the documentation / pics / email purgatory:

64

Framework Team member Destroya shared that they have found root cause for some thermal issues. I hope they make it right for all Framework 16 owners regardless of warranty window. Long-term record with FW13 seems to be good, so I am hopeful for FW16 now too in spite of my frustrations so far since release.

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65

We have started shipping the Framework Laptop 16 less than a year ago, all units are within warranty as of today.

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66

To be clear, I know everyone is within warranty today. What I don’t know is

  1. How long it will take Framework to make a solution publicly available to at least one person,
  2. How long it will take Framework to make that solution available to everyone, and
  3. What Framework will do for the small number of people who will inevitably not realize they are eligible for that solution until they are outside of the warranty window.

I am assuming for legal reasons Framework can’t make specific promises to people in that third group, so I can only hope Framework makes it right for FW16 owners.

And to re-iterate, Framework has a good track record with the FW13, which speaks for itself.

67

The first step was finding an actual solution (engineering), which took the most time. After that, we will implement the solution, deliver it to customers, and create policies around it (support, logistics, and reverse logistics).

These are great questions, by the way.

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68

For the RTC battery issue they still support the 11th gen intel devices that are out of warranty, so I’d imagine depending on the cause they would give a similar level of support:

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