I bought a Framework 16 and had NOTHING BUT PROBLEMS. The rear port loses power. Ports 1 and 2 on the left side failed and have NO POWER now. Framework support has been rediculous. They have been running me around in circles since I paid $3600 for it over a month ago. They have had me updated BIOSes, drivers, tear it down and take pictures, tear it down and reset motherboard, tear it down again and pull it every component out of it then wait an hour and reassemble. So far they have had me tear it down 8 times and now are repeating the SAME request to do the SAME TESTS! I’m on the verge of contacting me C.C. company and reversing the charge. You get NO SUPPORT BUT EMAILS day after day after day… and no resolution. GOOD LUCK!!
We hear ya, All of us have been having to deal with bios issues on the FW16 since release and Framework is in no rush to fix them.
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It is mainly just other users like you here.
FW have a no questions 30 day return policy. If you reported the problem in that period, and FW have not managed to fix it. Just ask FW for a refund. They are normally quite good about it.
When support ask you to take the laptop appart, you can say no. I think it is reasonable to take it apart once, but any more than that, i would say no.
I have mentioned to FW that they need to design in more self diagnosis features to the hardware, thus saving their customers from having to open it at all. Like cars do now. They basically tell the engineer which part to replace without even opening the bonnet.
I have a FW16 AMD 7840HS. The usb chips on the usb ports have quite a few firmware bugs and i think they use the same usb chips on the AI 300 mainboards.
I think the options are either replace the mainboard and dgpu, or return the whole laptop for refund.
I would also look at possible cause. What did you have plugged in when it failed. There might be a combination of external devices that damage it, that might damage any replacement.
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Yah, just had a 2nd motherboard fry and my husband got his 16 in dec. Replaced the power brick first of the year. Then come July each port had burned out started in April! That’s how long it took to get anywhere with support by then the laptop coulding even hold charge! The amount of back and forth, emailing retesting I had to do, took me over 30 hrs+ to do! Sorry I have a job and house to run it’s not MY job to fix their defective products! I’m already calling my card company tomorrow morning over this. I’m not doing this again!! $3600+ and it didn’t even make it a month with basic use before the first failure?!!
Ya. They literally said we are escalating it 2 business days then stopped communicating. 3 weeks later and 4 more emails ignored, I had to do a chargeback with my credit card company. Hope no one ever uses any other method to buy from this scam company.
They’re not a ‘scam company,’ but it’s a bummer to hear that you’ve had problems.
As a counterpoint, I preordered the original FW16 build in 2023 as soon as preorders opened. I received the 7840HS/7700S machine in March 2024 and it’s been an EXCELLENT machine. I’ve enjoyed upgrading and altering various parts for work-related (and fun-related) reasons over the 2.5 years I’ve had it and I’ve used it every day. It comes with me to/from my office, through airports, and camping. It’s plenty powerful, it’s easy on the eyes, and the easy-to-alter input module system has been SUCH a boon.
There WILL be hardware and software issues with products from any/every manufacturer out there, so it’s no surprise to me that there are (and will be!) unhappy customers. Less technical people might be particularly unhappy with the product when surprise problems pop up. Some of those problems are most certainly user errors and some of those are certainly manufacturing or design issues. Troubleshooting is laborious and frustrating, ESPECIALLY remotely. Framework support is, by and large, pretty darn good at their job, but people slip through cracks and messages can go unanswered. We rarely see the actual logs of communications between complaining customers and the responding support team, so it’s a bit difficult so say where a fault truly lies.
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Conor, you have your opinion and I have mine. And mine isn’t that of a ‘less technical user’ you implied as if you have a clue… because you don’t. Im a 35 year I.T. veteran with more certifications than you have likely seen in 1 stack at a time. If you would like me to publish the volumes of emails, videos, and final disconnect in terms of stopping communication after ‘escalating it with a 2 day turnaround’ I’d be happy to post all of it so neither you nor anyone else feels like it will be difficult to understand that they shipped a faulty unit from day 1 then after 2 months of me proving to them it wasn’t a software issue shipped a mainboard that wouldn’t power on. After reporting this I received the sorry 2 business day escalation email and never heard from them again requiring intervention from my credit card company to get my money back 3 months from purchase date. So yes, Connor, they do SCAM some of us. “Falling through cracks” is not what I call shipping faulty hardware and keeping my money by ignoring my requests for fix/refund. Great you are happy with your product from 3 years ago enough to make you such a fan boy you feel motivated to cast doubt on a very real CURRENT scam situation you have zero knowledge of by your own admission. Enjoy your good luck. Others beware you have been warned, you might get lucky like Conor or screwed like me.