Rework Instructions for 11th Gen Mainboards to enable powering the RTC circuit from the main battery

[Azure]

@elite_kzm

the canned response is incredibly long

@TheTwistgibber

In that same bolded top line, right after the message you quoted, it said, “Please read this message FULLY as it will streamline the support process. Thank you!” The message has the following instructions as well:

I would guess the reason they kindly ask you to read the full message is because they know that it is long, but they really need you to have all the information before going through this process. The response is there to inform you, not to make the process obtuse and difficult.

[Second_Coming]

@Nicholas_C_DeBord

I too submitted a request for the solder kit. It has been weeks now, so want to make sure I provided everything that was required.

I, too, submitted a request (web form) on Aug 9th.

• On Aug 9th, got auto response: “Thanks for reaching out…”
• On Aug 10th, got template response: “We’re sorry to hear that you are experiencing issues powering on your…”.
• On Aug 11th, got an additional response: "THIS IS A MASS-MESSAGE TO ALL TICKETS CURRENTLY IN QUEUE FOR RTC BATTERIES OR RTC BATTERY SUBSTITUTES.
• On Aug 12th, I responded with: photo of mainboard serial number, order number and stating my choice of option 2, no change to mailing address.
• On Aug 28th, I responded with: Pending on Framework Support response.

i.e. Haven’t heard back for 2weeks. I check my junk mail as well.

[Ian_Thomas]

@Second_Coming Hey i requested it as-well so im gonna update soon.

[James_C]

Yes - I ordered mine too - it was not a simple process as I have 2 delivery addresses but support were helpful and I will update when it arrives.
I think they made a small number and really want to be sure only the people who will install it will order it - setting the bar intentionally a bit high.
Communication in email definitely should be improved - I had to read it 3 times to understand which bit was relevant to me.

[Jason_Dagless]

I hope this all goes really smooth for everyone!

Good job!

[DHowett]

@Fraoch

Just a reminder - this thread is about the fix. It is here to provide information and assistance to users about the fix. Any posts here that make this information harder to find will be removed.

@Jason_Dagless This is not the appropriate thread in which to dunk on customer support people.

[Jason_Dagless]

@DHowett

This is not the appropriate thread in which to dunk on customer support people.

Edited for group harmony.

[James_C]

I agree, support have a hard job to do and we should support them. Anyway I got this today so it is on the way

Hi there,
We have created a new RTC Battery Substitute product order for you, free of charge. Once our repair center have shipped the spare part, we will notify you of the tracking number.
Please let us know if you need anything else. We’re here to help!
Regards,
Framework Support

[TheTwistgibber]

@Second_Coming

I, too, submitted a request (web form) on Aug 9th.

• On Aug 9th, got auto response: “Thanks for reaching out…”
• On Aug 10th, got template response: “We’re sorry to hear that you are experiencing issues powering on your…”.
• On Aug 11th, got an additional response: "THIS IS A MASS-MESSAGE TO ALL TICKETS CURRENTLY IN QUEUE FOR RTC BATTERIES OR RTC BATTERY SUBSTITUTES.
• On Aug 12th, I responded with: photo of mainboard serial number, order number and stating my choice of option 2, no change to mailing address.
• On Aug 28th, I responded with: Pending on Framework Support response.

i.e. Haven’t heard back for 2weeks. I check my junk mail as well.

I found your ticket as you’re using a different email than used here. It’s in queue for processing and is slated to receive an update shortly. Thank you for your patience.

[Second_Coming]

@TheTwistgibber

I found your ticket as you’re using a different email than used here. It’s in queue for processing and is slated to receive an update shortly. Thank you for your patience.

Thank you for the prompt action. Received the order confirmation email a moment ago.

[Will4974]

Has support been falling behind over the last couple weeks? I submitted a request to replace the RTC battery in my laptop 10 days ago but haven’t received anything other than an acknowledgement email stating that my request was in the correct queue. I’ve sent two follow up emails since then and still haven’t heard anything. Very frustrating, as my laptop refuses to boot whenever the AC adapter isn’t plugged in.

[MJ1]

If mods don’t move these posts first, you should post in this thread, that is now the thread for questions about the process. The appropriate people will see your post quicker there.

Rework Instructions for 11th Gen Mainboards to enable powering the RTC circuit from the main battery

@Will4974

I submitted a request to replace the RTC battery in my laptop 10 days ago but haven’t received anything other than an acknowledgement email stating that my request was in the correct queue.

Did you do this?

provide a clear image/photo of the serial number of your mainboard and your Framework Order Number. If you do not have access to the Order Number, please provide the email used to complete the purchase on the Framework website.

[BigT]

@Will4974

Has support been falling behind over the last couple weeks?

Also note that ever since the launch of Framework 16 pre-orders, support has been swamped with various requests. They are working hard to keep up, but their responses may be a bit slower than usual right now.

[Will4974]

Thanks for the responses. I’ll copy this over to the other thread. It looks like posts there gain more traction. But yes, to answer your question, I provided the requested information after receiving the initial automated email.

And I totally understand having delays, but 10+ days without a follow up is unacceptable, especially for a known issue and having all of the information provided. This appears to be abnormal from what I’ve read about Framework support response times so maybe there’s something else going on, but it doesn’t make matters surrounding this design flaw any less frustrating.

[Simon_Nienhaus]

Monday 28th I sent the request.
Answer from support that they have ordered a module for me on 30.08.23.

No complaints here!

[TheTwistgibber]

@Will4974

Thanks for the responses. I’ll copy this over to the other thread. It looks like posts there gain more traction. But yes, to answer your question, I provided the requested information after receiving the initial automated email.

And I totally understand having delays, but 10+ days without a follow up is unacceptable, especially for a known issue and having all of the information provided. This appears to be abnormal from what I’ve read about Framework support response times so maybe there’s something else going on, but it doesn’t make matters surrounding this design flaw any less frustrating.

Hi @Will4974,

We did indeed receive your response with the requested information on August 22nd at 7:29pm PDT. Your order is in queue for handling today. Thank you for your patience while we worked through the backlog. Our apologies for the delays as we received a large influx of requests in a very short window.

[Will4974]

Thanks for getting back to me. I’ve received the order confirmation and shipment tracking info.

[lbkNhubert]

The RTC Battery Substitute modules arrived today, I have updated both boards, and so far so good. I am no expert at soldering, but I did practice by doing the HDMI card re-work. I found this job to be substantially easier. Not simple, but the soldering was less challenging for me.

Thank you to everyone at Framework for coming up with this rework.

[MJ1]

@lbkNhubert

I am no expert at soldering, but I did practice by doing the HDMI card re-work.

The HDMI power saving rework?

HDMI Expansion Card power saving rework (Beta)

If you did that one without problem, then you might be better than you give yourself credit for. Getting a wire on a QFN-40 with its 0.5mm pitch is not the easiest.

[lbkNhubert]

Oh, I wouldn’t say that I did it with no problem. By some miracle I managed to pull it off successfully. I have another one, but I haven’t yet worked up the courage to attempt it. I do think that picking up a pinecil soldering iron has made things easier for me.