Mainboard replacement accepted August 20, no support response since August 24

Community Support
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1

Mainboard replacement accepted August 20, no support response since August 24

System details:

Operating systems: Arch Linux and Windows. The issues occur on both.
OS release: Arch Linux is rolling release. I don’t have the exact Windows
version/build available for this post.
Product: Framework Laptop 16.
CPU: AMD Ryzen AI 9 HX 370, AMD Ryzen AI 300 Series.
GPU: NVIDIA GeForce RTX 5070.
BIOS: Version 04.01 at the time of my submitted diagnostic report.

Support case stalled after replacement offer:

I’m posting because my existing support case appears to have stalled, and repeated
email follow-ups have gone unanswered. I’m seeking help restoring communication and
moving an already-offered repair forward, rather than starting troubleshooting over
again.

My current case has been open since June 19. Framework replaced the keyboard, touchpad,
and midplate, but the internal keyboard continues to disconnect, sometimes along with
the trackpad. This happens during ordinary use, including on a flat desk. This is my
primary work laptop, and the ongoing failures are interfering with my ability to work.

Over the course of the case, I have supplied photos, videos, diagnostic logs, and
performance measurements, and completed numerous requested troubleshooting steps. I
have also repeatedly confirmed that the problems occur on both Windows and Arch Linux.

Recent timeline
August 20: Jesse from Framework’s Linux Support escalation team identified the
mainboard as the likely cause of the continuing keyboard disconnects and offered a
replacement. I accepted and confirmed my shipping address that day.

August 24: Matt Hartley requested a consolidated description and additional
clarification before arranging hardware replacement. I answered those questions that
evening, including confirming that the input modules sit flat and snap into place.

August 27, September 1, September 4, and September 8: I followed up, including
explicitly requesting escalation. I received no response.

As of September 14: It has been three weeks since the last support reply, and I have
not received confirmation that the replacement mainboard has been ordered or
shipped.

There is also a separate severe performance issue: the laptop can become stuck at
approximately 600 MHz under load while connected to AC power. On August 20, Framework
identified this as a known firmware bug without a definite fix ETA. I understand that a
mainboard replacement may not resolve that separate issue, but I still need the
proposed repair for the keyboard disconnects to move forward.

What I’m asking for:I understand the forum is not an official support channel, but the existing support
channel is no longer responding. Could a Framework team member check whether my case is
stuck in an internal queue and help restore communication?

Specifically, I need confirmation of whether the replacement mainboard is being
processed, what is blocking it if not, and when I can expect the next action.

I can provide my case number privately to a verified Framework team member. I’m not
asking to skip necessary diagnostics, but after months of troubleshooting and three
weeks without a reply, I need a concrete path toward getting my work laptop reliable
again.

Thank you.

2

@catastrophic can you help? ^^^

3

Saw that someone already pinged someone from Framework just a minute ago so that should help.

There have been issues in the past where the messages from support disappeared and it was an oddity that was identified on their end. This may have happened around the time the last message was sent.

On your side if using a work email, maybe ask the IT admin to run a query on the mail server to see if messages were inadvertently filtered before even getting to your mailbox. The risk scores are changing constantly and sometimes messages from lesser know entities get flagged by accident as spam/phishing and dumped at the exchange server level without a user knowing.

Just a few thoughts from one user to another. Hope it gets resolved soon.

4

I’m not a big fan of using AI to craft complaints - I don’t think the robot is able to write English with care, and human bystanders who can spot this sort of thing may raise their eyebrows at the idea that writing it oneself was too much trouble.

That said, I do wonder if there is at least a partial explanation for these Support Team gaps: we have heard from elsewhere on this forum that a customer sending a chase email resets their days-waiting counter. That leads to an unfortunate paradox - the more frequently one chases, the more one gets punished for doing so. I don’t know if that is the case here, but I’m guessing it stands a pretty good chance.

I hope it gets resolved soon also. :folded_hands:

5

Lol too much to write in between work

6

Thanks for the ping. I’ve forwarded this to the team but it looks like the replies you did reset you in the queue each time. Here is the current response time: Important Notice: Current Escalation Response Times

7

Thank you