Really Bad Support/Repair Experience

Framework Laptop 13
1

Man.
Totally disappointed.

I’d been using my FW13 for over a year with no concerns. In fact, I was really happy with it.
One day back in November, I tried to start my work day and my Laptop wouldn’t boot. The blink codes were indicating that there was some sort of DRAM failure at POST. After a bit of back-and-forth with a pretty helpful support tech, we agreed that they’d send out a new mainboard and that should fix the problem. Weeks pass and I receive the mainboard. I follow all their guides and replace the board with my existing DRAM, figuring it was something with the RAM controller. Exact same issue. Failure to POST, DRAM blink code.

Another back-and-forth with support, and they send me a third mainboard. This time they ask me to only use one SODIMM, so I do. Same failure. So they ask me to swap to the other SODIMM. Same problem.

Now we agree to ship the whole laptop back to FW so they can take a look at it.

Time passes, whatever, I bought a used Thinkpad that… works, I guess. Certainly a downgrade for my work, but I thought it’d be a quick(ish) fix.

They responded that they found the issue, and that one of the SODIMMs had a broken resistor which was the cause of all the shorts, and asked me what I’d like to do. I had to email back and ask them to tell me what my options were as they weren’t presented in the first email, and they said that I had to buy new SODIMMs, possibly from them, for 580$.

The broken resistor: I took photos of my RAM modules to send them after the initial problem began and the resistor was not broken. I’m pretty sure they broke the resistor off. I understand that sometimes things happen, but to say the broken resistor was one of the causes when they broke it after the initial failure feels wrong.

The support experience was bad. I was handed around to Louise, LeMa, Rence, Ash, Val, Carlisle, Mav, Zeke, Eren, Shanks, EJ, Blade, Andrei, Eagle, all different support agents. Early on, I was asked by each of the new agents to go through the same troubleshooting steps. I must’ve done their troubleshooting process 6 times.

The final closure I received from support was that as long as I use a supported RAM module (which I was for over a year) and a supported power supply (using a supported on for over a year) that this issue wouldn’t resurface. I’m not sure how they think that by me changing NOTHING, the problem won’t resurface.

I just now ended the support thread by asking to return the laptop to me with no fix, but with a replacement mainboard, and that I’d handle getting the parts.

I just feel… disappointed. I really wanted Framework to be the one to take on the big guys and start to represent the right-to-repair on a large scale, but now I’m not even convinced I’ll be able to use the laptop long-term, and I don’t feel like the support is there. I’m the guy at my company that people were watching to see if the FW was a good choice, and now I can’t recommend it because of this whole debacle.

I don’t know what I want from this post, but let me know if you’ve also struggled with support.

5 Likes
2

Hmm. Faulty RAM can cause shorts that damage the motherboard/mainboard.

Considering you swapped the mainboard more than once and the issue still occurred - before you sent it to them - this does point to the RAM potentially being faulty from the start.

This should’ve been picked up by support before you even sent it to them.

Other issues of course could be battery , charger (I only ever use the Framework one), etc.

4 Likes
3

Honestly, Vikram, I’m more upset about the support failings than the short. Them telling me that the resistor they broke caused the issue that occurred weeks earlier is silly.

1 Like
4

Just to be clear, you received the ram module back, and found the resistor was knocked off the board? If so, could you post the picture you sent to support with it intact & it now?

5

Just to clarify.
They said the resistor was “broken” and a “short”. That means the resistor was acting like a wire, and not doing its resistor job at all. So, at that point, it would still be on the board as you said.
Then, the obvious next step is to remove the resistor to prove that component was the short.
One then normally would replace it with a new resistor to see if it can be fixed.
The problem, quite often, is the short has damaged other componemts, putting it beyond economical repair.

I would suggest going back to where you brought the RAM and get a warranty replacement from them, if its not too old. Otherwise, then only way forward is new ram chips.

I am just another user like you.
There is not much more FW can help you with, if they did not sell you the faulty part.

6

I didn’t receive it back, they sent me a picture of the resistor broken off, but the picture I took before mailing the laptop showed the resistor still fully intact.

7

I bought the RAM from Framework.

8

It’s worth noting that this RAM was provided by Framework.

9

Note, I am another user like you.
Ok, I am confused now.
You purchased the laptop/mainboard and RAM from FW.
Support thought the mainboard was the fault, and replace that for you.
You sent the whole laptop, with mainboard and RAM to FW and they diagnosed a RAM fault.
Now, you know the fault is the RAM, so why don’t FW replace the RAM ?
Its like, if they are happy to replace the mainboard, why are they not happy to replace the RAM ?

10

That’s what I’m losing my mind over. It’s their ram!

11

Maybe the laptop warranty has expired?
Some countries have 1 year warranty, some others have 2 years and some have 3 years.
Do you know whether your warranty has expired or not?

12

The warranty has expired, so I bought a replacement main board then I think the subsequent two main boards were covered

14

Not to play devil’s advocate but, there is potential for something to get damaged after a picture is taken, but before mailing. So rather than “proof”, it would be strong evidence. Though sounds strong enough to me.

16

No where do I imply the peeled it off intentionally

18

Eagle has already been in the loop a few times. They were one of the many reps i e already been speaking with.