Support issue: Warranty period

Framework Laptop 16
1

I live in Australia and reported an issue 13 months after purchase with the FW 16 GPU fans.

Australia has a 2 year minimum statutory period for repairs/replacements. Even though I bought it from Australia and the Framework warranty page includes ACL (Australian Consumer Law) text, the support staff say I’m limited to 12 months.

I can’t handle getting in a legal argument with Tech Support staff. Can someone (staff) from the forum please follow up with the support staff and let them know this “should” be covered.

@Destroya

2

Beat them with a law shaped stick.
Do you have anything like a consumer advice center is Australia?

3

Another thing it might be is where it initially got delivered to. If you ordered it in say the USA and it was delivered to you there, but now you moved to Oz. You would still only have the one year.

If it was delivered to Oz, I would just send a short email to support.
Insert the order number, as seen on there web site, the order date from the Web site, and then the delivery date from the emails they sent you when it was delivered.
Add that you are in Oz that has 2 year warranty. Then ask them clearly to state which paragraph of the terms and conditions are they using for the bases of denying that the warranty is available.

4

Funny as the comment is, I don’t think that’s the appropriate reaction :D.

My post seems to have worked as they followed up and said they would send it to me.

5

The short answer is no,we do not provide support via community forums. This platform is not an alternative to the official support system, nor is it a way to escalate cases quickly.

That said, we do not have a ‘tech-only’ support team, as our agents, specialists and managers handle a variety of topics, including warranty requests. If you have a specific issue, please raise it through your support ticket.

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6

Another alternative I am reminded of from time to time is from my credit card company that automatically extends 1 year warranties to a 2nd year if the entire purchase was made with my card.

Just wanted to mention another avenue that does not involve trying to appeal warranty coverage.

As was mentioned though, the forum is just users; anything needing Framework’s attention should be done through the support tickets as that is the best means to communicate with someone from Framework.

If it is just the fans, fortunately they are replaceable and relatively inexpensive.

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7

In this case I would suggest that you should be dealing through said company to claim your second year of warranty.