Thank you for that link. I agree that user CID damage should generally not be covered under warranty. A number of tests are appropriate before replacing a part under warranty - making sure the cable is plugged in correctly and re-seating the cable and maybe a few more but beyond that, especially considering the failure rate of keyboards that I have experienced, it gets a bit excessive.
I haven’t seen any keyboard issues that were traced to breaks in the ffc cables so maybe requesting a close-up photo of that area would be appropriate (kinks in the cable?).
I have had a few bits replaced under warranty and my experience has been that the first few questions tend to be reasonable but then it tends to get silly (just my experience).
The reason I put up with the two big framework issues I have (keyboard and USB devices not being recognized half the time) is because I really appreciate the way these computers can be serviced.
I was amazed when, on my first Framework13, I realized that the case screws were captive. While it sounds silly, that little detail made a huge impression on me. It said “hey, we are really looking at even the tiniest details to give a great customer experience”
In general, customer support for me has been excellent … well above the industry norm.
I am frustrated by the lack of information on my two biggest issues. Are the keyboard failure rates (not including CID) high or am I just lucky with my failures? If the keyboard issues are real, what is being done to resolve them. Same with the poor USB functionality.