[TRACKING] FW12 cracking issue

Yup you’ve got an old one too. I would press support to make sure you get an updated one otherwise it will crack again.

1 Like

Update on my support adventures:

They are sending me a new top cover and set of hinges which I really appreciate.

The thing that frustrates me through is that according to support Framework has not made any effort to fix the top cover cracks. I’m assuming that’s also what Eagle meant when he said he’d be trying to get this in front of the quality team or in other words hopefully try to get a fix going.

I do not understand the rational behind ignoring the top cover cracks. I reported them all the way at the beginning of this thread and in my case I have not been able to get a top cover that doesn’t crack after going through four of them. Or seven if you count my partner’s laptop. Not to mention there are many others who have had them as well. Though they seem to be less common.

I’m of the belief that the only difference between top and bottom cover cracks is use frequency, because I seem to be the only one that has developed this many cracks in my top covers and I think it’s correlated to how much I use the machine. I use it every single day for many hours a day for drawing and typing. It’s my main machine for doing everything and I doubt others can say the same as this is more of a secondary or school machine for most.

I really hope Framework will consider at least updating the input material for the top cover like they did with the bottom because as it stands right now I’ll need to replace my top cover at best every few months or at worst every few weeks.

I don’t think these can be ruled out as completely cosmetic as we’ve seen them get worse over time and when it’s related to the hinge tension I think it’s plain to see that something is gonna give after a while. Screw cracks are less worrisome than hinge cracks for long term durability.

2 Likes

I’m starting to believe, support just ignores requests for newer parts. I explicitly asked to send me a bottom and top cover manufactured after 12/2025 and this is what I got:

Top Cover package says 06/2025 and moldinng imprints 03/2025

Bottom Cover package gave me a glimpse of hope - 11/2025 but the imprints are 05/2025 :face_with_symbols_on_mouth:

Can anyone from Framework reading here explain, why they keep sending old parts, that will crack for sure again and again?

It’s my second top-cover replacement and my first bottom replacement.

From what I can gather they are still working on the process internally. The warehouse (which does shipping) seems to be totally detached from the support process and just ships anything.

Personally not sure how that’s still possible after allegedly fixing a manufacturing process. Using ‘allegedly’ because at this point I will only believe it once I have my n-th cover that does not break after a few weeks.

Again shows very weak communication with their customer base (and IMO weak management to even still allow old parts to be stocked and sent out after all that’s known and has been done to fix it in manufacturing). Also terrible first experience for new customers to be shipped a product that is known to break.

As usual my disclaimer: I am a fan. I want them to succeed. I will not return my FW units (except for replacements). But I still want them to implement better communication and get my FW 12 cover and FW Desktop PSU fixed :rofl:

3 Likes

As long as they’re going to replace them when they crack, I’m okay with still getting an older one.

1 Like

I’m not. While the replacement process is not that bad, the antenna and speaker cables are fragile and it’s still taking me half an hour or so of work.

The fixed bottom covers should’ve been given a different part number or something (like the v2 keyboards), so the warehouse can keep them apart.

3 Likes

The cracking fix was only for the bottom cover. There is no point in trying to get a newer top cover because they are all the same.

1 Like

Well, as I’ve said in other places, remember that Framework is way more transparent and accommodating than any other manufacturer. Take everyone’s favorite other manufacturer, Apple, for example, they’ve had plenty of blunders including the butterfly keyboard that would break if got a speck of dust under the keycap, and the touchbar that would just randomly not work, and for a while just denied the problems outright until years later when they finally created an extended warranty program, but until then people just had to deal with the problem. There was also the issue with nvidia gpus which was similarly swept under the rug for a long time.

On top of that, Framework is also the only company I know of that will just mail you a part for you to replace yourself, warrantying the fix, thus you’re only down for as long as it takes you to replace the part; anyone else would make you mail in the whole laptop, then you’re out of a laptop for weeks and potentially months, all the while the warranty is also ticking down.

I’m not trying to excuse the problem, merely trying to put it into perspective. I’m willing to accept their flaws due to what the company represents, and the way they’re pushing for positive change in the industry.

4 Likes

Today I received a replacement bottom cover because my original started to crack. When I wanted to replace it I noticed that the top cover developed cracks as well. I barely use that thing. Funny how it is supposed to be durable yet it keeps falling apart on its own. Learning here that the top cover is not even solved yet is fantastic news as well.

2 Likes

I’m on my fifth top cover :3

Framework is like: Our product is repairable… and repair it you will! :smiley:

3 Likes

Slowly and steadily grooming their future army of super repair technicians

3 Likes

Well this one wasn’t it either. Will put in a ticket for another bottom cover. This one cracked the worst so far, with all four corners having cracks. I really hope this one will be the one.

1 Like

Jesus Christ this is accurate.

1 Like