New FW13 serious isssue and support ghosting

Hey,

I was really excited to purchase the Framework new framework laptop and waited for a couple of months for my batch to by dispached.

The packaging and all the assembly experience was great, really fun, and the laptop works great, when it works.

I have a couple of issue that are really annoying and I really want to get this off my chest.

It started with the suspend issue that I’ve discussed here Framework 13, Ryzen AI 300, Fedora 42 does not suspend
I initially talked to support for almost 2 weeks, their advice was not great it felt like I was going around in circles


The touchpad issue is actually a hardware issue, as you can see bellow it leaves an imprint in my screen

Also I’ve figured out that the USB-A expansion card was preventing reaching deep sleep in suspend. Reported this to support and I got no reply for the week:

Some other annoying issues that support is failing to help with so far, the wifi is unreliable I found a topic on the forum saying that I should update to 6.15 when available

The charching stops randomly, I am getting a bunch of nonsens messages from support ended up disconnecting battery, reseting mother board, removing stuff from it, sending pictures …

Sorry for the long rant but I am really disspointed at this point, hope you had a better experience and I am just incredibly unlucky.

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Sorry to hear that. I received my Framework 13 with the AI 300 a few weeks ago, and so far, I’m really happy with it. I haven’t had any issues with the trackpad leaving marks on the screen. I did run into a problem with sleep mode where the laptop doesn’t wake up, but I’m also experiencing the same issue on my Dynabook running Fedora 42.

The only issue I haven’t resolved yet is the fingerprint reader—when the lid is closed, I can’t enter my password manually when I’m using external display with a basic keyboard.

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Is your trackpad properly working? Can you easily do two finger scrolling or tap to click?

Yes, it’s working as expected. Feels like a MacBook.

Yeah, not mime, so most likely a hardware issue. Thanks for the reply, glad to hear is not a generalized issue.

I see that you had a healthy back and forth with the support team, when did the ghosting happen?

From 27 may is the last message I got from the support on the touchpad issue.

On the other hand yesterday I was having a discussion related to charging issue with another support member and I asked if he could check on the other topic, he replied saying that the issue was escalated.

Thanks, since you used a different email address it was hard to locate your ticket, looks like the issue is being investigated internally (and we should have kept you updated during this period) you should receive a response soon!

Thank you, I’ve got a reply from support!

Just wanted to update the I’ve received a trackpad replacement and it runs flawlessly now, support got back to me and the issue was solved in resonable time afterwards.

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