I’m glad to know that we’re all calm, apologies for my reaction, I’ve dealt with some unreasonable characters demanding support on the forums, and definitely misunderstood your tone when reading your posts. My apologies for assuming the worst about you.
I’d still argue that if you just put in a support request, and haven’t received a response yet on a Saturday, it would have been best to give support the benefit of the doubt and waited until Monday or Tuesday to post on the forum and ping staff, trusting that support would handle your request in a timely manner this time. As the Mods have made clear, trying to get attention here is really only for cases where you haven’t received a response for an unreasonable amount of time.
Best of luck getting your issues fixed, and I hope you can enjoy your Framework Laptop soon!
@Alex_Uta just for my own curiosity - was it sent to the repair center to replace the mainboard? Or other issues? No judgement if you decided to have someone else replace it - while it wasn’t the hardest thing I have done… It was something that if I had the option to get replaced at a repair center, I might have taken them up on.
EDIT:
NVM I remember our convo in the other thread. Disregard
@anon81945988 LMR UK ( Let Me Repair UK )
I wish I had done some research before sending it.
@knipp30 no worries.
Yeah, it was the bottom cover and mainboard… I agreed because of the bottom cover as that takes longer.
I was told this
Repair times vary on the request / complexity of the issue. Normal repair times is 5 days upon receipt at the Repair Center.
It just made sense as I thought, 4 days for delivery, and 5 to have it replaced… so a total of 9 days.
In fact, it was more than that. A total of 10 just to have it repaired excluding the time in transit.
I thought I’d post an update.
This is currently with the support team.
The first email asked me if there was any damage to the package and to send photos with the package, while the second asked me if the laptop works and… to send more pictures with the laptop this time.
Something that could’ve been done in a single email.
So far, nobody said anything about the fact that I received it back with the wrong mainboard
They had to replace the bottom cover because the paint was fading in a specific area and the main board because it was running too hot.
When I created this post, I did not say that both of them went wrong.
You know the story about the mainboard.
When they replaced the bottom cover they managed to scrap and damage the paint on the inside (which can be seen a bit on the outside ).
That’s already a weak point and it could only get worse in time.
Sorry for asking for an update and ETA and sorry for tagging you again
Because this was reported internally a couple of days ago and currently none of the first issues were solved what’s the estimate for getting this resolved? This, if you can see if something is “moving” internally.
I’m really trying to be patient, but with everything going as bad as it went… the screen was almost scratched because of how they stored the laptop, the bottom cover with the paint scratched from the installation, wrong mainboard… I just hope I’ll receive a replacement soon.
Also, there’s the fact that with every day this gets delayed, I’m losing on the warranty and, I can’t even use the laptop.
I’ll also ignore the fact that the support team asked me to test a laptop that in fact, is not the one I bought (wrong mainboard), so even if the keyboard, wifi, or charging port works with the current mainboard is not like I want to keep it.
Though I’m glad they did not ask me to run a temp test, that would’ve been “fun”.
I love my FW16 - but if I were in your shoes my statement to them would be:
Send me a new laptop. I will move the storage, ram, etc - and will send the old one back as an RMA. At this time, the one in my hands is NOT what I ordered and has been damaged by the repair company that you had me send this to.
If none of this works for you, I will return the laptop for a refund, and we can try this shit again.
Hey Alex, sorry I missed your last messages, but happy to hear that you finally received a replacement. If you wish to provide a detailed feedback about this WHOLE process, feel free to DM me, your feedback should help us improve the overall process.
