Support isn't responding to a raised ticket

I have been using the Framework laptop 13 (AMD 7640U) since December 2023. In around August 2024, the display went out, similar to a lot of other laptops. A large chunk in the middle of the screen went dead and the rest was a glitching mess. No worries, I got a replacement from Framework without any issues.

“This is the reason I got a Framework,” I thought. 7 months later, this displays also conks out in the same manner. Note that both displays died around 7-8 months after use. My use was strictly utilitarian, no wonky testing, just opening and closing the laptop in a normal manner. It was also handled with care, my bag has a lot of padding and the machine has never been subjected to rough use.

Support now tells me that this display is out of warranty, and that I have to purchase another one. I responded by stating that this isn’t acceptable, and I believe rightfully so. Both of my orders were faulty, from my point of view, I was basically gambling 250 AUD for a display that might also be short lived and die again after 8 months.

I let support know of my frustration, and they responded by stating that the ticket has been raised further, and should be answered by 1-2 business days. I have been patient, it has been 9 days since the last reply, nearly 2 weeks since my laptop has been unusable. I have mailed back twice, to no response.

This is a frustrating experience for two reasons. I am a university student and rely on my computer for everything. I am using a secondary laptop at the moment that isn’t mine, and it places me in an awkward position. But this is fair enough, since all device have the tendency to break.

The fact that support is actively ignoring my ticket is disappointing to the highest degree. I understand they this may not be the case (they might have missed it, or been busy) but since they usually have been quick to respond and are not leads me to this assumption.

I am seriously debating selling this broken machine, and getting one from another company. Not because I don’t like the Framework. I knew what I was getting myself into, Framework is a young company with a vision that I support. And I also know that I am in the minority. And that the fact that I got the first replacement at all is more that most companies would do.

I would appreciate any advise as to what to do next.

(I also created a thread on Reddit regarding this: Reddit - The heart of the internet)

Support usually replies to tickets within 24 hours, for some corner cases (or in case of holidays, weekends etc) it might take a bit longer but definitely not 2 weeks. I’m assuming there is an issue with the email service or a routing issue on our end, will check with our support team to see what happened there.

I appreciate your response. My apologies, the original version of my post said that the last reply from Framework was 2 weeks ago, it isn’t, it was 9 days ago. The thread began 2 week ago.

I really love Framework and their mission, but I cannot stand their customer service. I am going through a horrible experience myself and have decided to make a new post as well.

Did you get the original display replaced under warranty, or perhaps you instead bought a 2.8k screen as an upgrade? Some parts of your post sound like you got a warranty replacement, but another part sounds like you bought a 2.8k screen.

No, I never said I bought a 2.8k display. The original display was just replaced under warranty.

UPDATE: support responded to the request and sent another display

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