In just the last few days I’ve seen exactly the same issues. Enter, Delete and Backspace are the worst, but the D key also cuts out sometimes. All are intermittent. 13th gen running Windows 11. The fact it is the same keys is interesting.
I reseated all the cables, blew it out with air, and updated the BIOS/Firmware. So far it seems more reliable, but that is the problem with intermittent issues. I’ll update if it happens again.
The issue is back, same keys. Still doing the rounds with support for a replacement.
If I just every conceivable photo in the first email they would still come up with something new to ask for.
The way that Framework is treating this issue (if it is under warranty just replace the damn thing - this failure is not uncommon) is unfortunate. The fact that keyboard failure rate is high and they are not addressing the root of the cause by issuing a fix or redesigning things so that reliability is no longer an issue is most annoying. I now consider frequent keyboard replacements a cost of doing business with Framework 13 laptops.
I have had many different laptops in my life and keyboard failure usually is not an issue until 5 or more years of use.
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If you want a replacement under warranty, then it’s just necessary for them to have a very thorough procedure, considering the laptop is designed to as easy as possible to be opened, its guts played with by us. If not careful, we can damage things easy. Multiple people in other threads have posted keyboard issues that were traced to them creating a break in one of the flat ffc cables.
You want a company to “just replace the damn thing” under warranty with minimal checking for user damage? Sure. But at best, you get other laptops which are minimally user repairable often with soldered ram & wifi, at worst you get “warranty void if removed” tamper-resistant stickers.
You can’t have a company the does everything to make it easy and encourage us to play with the guts of the laptop, and also super easy no questions warranty replacements, you just can’t. It would kill Framework. People will absolutely abuse it, no question.
The thorough procedure Framework has now is due to those people.
https://www.reddit.com/r/framework/comments/12tbg6d/psa_warranty_claims_and_framework_support/
After an audit of warranty claim tickets recently, it’s pretty clear that there are a good number of incidents were damage was caused by the customer, and is not covered under Framework’s Limited Warranty. The stories I’ve read are quite grand, and entertaining, but our team/engineers are pretty skilled at determining actual product failures or CID (Customer Induced Damage). While we understand that having to pay for replacement parts is a bummer when mistakes are made, which can happen given the DIY-nature of our products, our Support team is far more willing to find amicable solutions and alternatives to standard replacement if customers simply own the error and tell the truth vs taking us down a long, windy path full of false statements, and honestly, impossible scenarios.
[snip]
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.
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A small kink in one or more lines can sometimes be all that’s visible, a trace broken without tearing the insulation. But a tear through the insulation I think will be more common here.
This was the most recent one posted
(Linux) Bottom and right parts of keyboard not working
Two in this thread, with pictures of a pretty big tears
Damage to touchpad cable / keyboard either not working at all or only some keys / glued side
It sometimes feels like there might be a higher level of FWL13 keyboard issues. It’s difficult to judge though. We don’t even know how many 13" units FW has shipped.
USB issues do seem to come up often. I wonder if what FW tries to do with their ports, as many ports as possible, as high speed & full function as possible, reliably, is just hard to do at a reasonable price. I hope it doesn’t come down to that.
Thanks for the link to the cable issue, I was not aware how sensitive the cable was (despite the warnings that I did in fact see). I will be extra careful and probably add a cable to my next parts order to have it on hand just in case.
I still have a dud keyboard that I recently replaced - I will double check the cable! Some keys on it sometimes require double pressing to register.
On a related matter - ever heard of keys (or the touch pad) being too sensitive. I have assumed this to be an operator problem since it happens on all my computers but thought I would ask since you seem to be very knowledgeable.
I’m fine with a thorough procedure, but when every time I complete a set of steps they come back with more steps.
Across 6 emails from me, including the original report (that included a lot of the details they asked for again) they asked me to do the following:
- Reseat cables
- Blow it out with air
- update BIOS
- provide some pictures inside
- Provide a video of the intermittent failure
- Reset the BIOS
- Install Windows updates
- More pictures inside and out
- Which keys again is it?
- How about the touch pad?
My last issue (refused to boot) took over a month to resolve and 20 minutes of video.
I’m sure the next email will require some sort of ancient ritual under a full moon with a blood sacrifice, all recorded in fully immersive 3D .
If the first email gave me all the steps and requirements I would be fine. But responding to each email with more requirements is frustrating and drags things out.
After my last issue I had to go buy a whole new laptop. Starting to wonder if it is even worth fixing my Framework and it is more disposable then I hoped.
Now I am updating the Firmware to the Retimer ports…
13th Gen Intel Core Retimer port01 310
13th Gen Intel Core Retimer port23 310
Last time they specifically said to only update to BIOS 3.05
So next email will be to reset the BIOS again, apply Windows updates, and more pictures…
Now they want me to use compressed air again. I wish they would review the history before trying to come up with new ways to waist my time.
I have a similar input cover issue on my 11th gen, bending the frame indeed temporarily solve this problem. My issue is also consistent with it only affecting the right half of the keyboard (mostly the “enter” key, but I believe the arrow keys were also intermittently affected). My laptop had no problem 6 months prior to the keyboard issue. I doubt a little bend below mm would result in enough bend in the flat cables or the connectors.
So far I’ve tried
- Redo all input cover related connectors (doesn’t help
- Switched between multiple OS and tested in BIOS (Doesn’t help
- Bend the frame (consistently help
Finally told I was out of warranty.