That much is extremely clear lol.
It’s not good. Framework shouldn’t be drowning in support requests. They have gargantuan quality control issues. It’s the main reason I don’t recommend Framework laptops anymore.
Hopefully they can get it together. I imagine it’s costing them (and us) a lot of money and time.
What’s the issue you’re waiting on that its taking 10 days? There’s only 1 queue that should be taking 10 days between replies… and that’s the Engineering queue. Thats pretty normal as the engineers are doing their main roles and trying to test and replicate things that are really weird.
The queues my team and I run are on a 5-7 day right now but thats coming back down to pre-launch timing ( slowly, but getting there).
General support should be replying within a couple business days. RMA / Replacements queue should be about the same at 1-3 business days.
Shoot me your ticket ID and Ill take a look to see what’s going on, if you want.
Sure thing! I’ll DM it too you.
It’s the issue with Phantom Inputs. They’ve escalated the ticket a few times so I think I’m a few layers deep.
Thanks Eagle <3
And no its not accurate. We go by when a support ticket was opened reporting the issue, not when the issue is resolved to determine warranty. The only exception being if you report an issue then stop troubleshooting / responding for months at a time.
Example: when I first started someone reported an issue. We started troubleshooting. The customer stopped responding for over a year.
Yeah that figures. Kinda hard to know from a Reddit post.
Thanks for the clarification!
The majority of our ‘support requests’ right now are related to launch season. Order modification requests, questions regarding LPCAMM, (especially with the price change up, then subsequent recent price change down…yes we do pass along better pricing when we receive it), Metabase questions ( that’s mostly me and where Ive been swimming the past month), etc.
We are still a very small team so when we launch multiple products back to back and then have things like Fedex customs delays, Metabase trouble, pricing changes, etc… it can create a perfect storm of backlog.
Trust me, I know it sucks to have backlog. It’ll get better and we are constantly working on improving things.
Guess I’m just super unlucky then with defects then.
Hopefully it gets better for you guys.
Im not sure what’s going on with yours… but as Ive told you before… Ill get to the bottom of it, even if it kills me. 
Its my day off, so Im a bit slow this morning and still getting my caffeine. Give me about 10 minutes and Ill check it out for you.
Ive got ya covered, promise.
Lol chill, homie. I’ll survive. Enjoy your day off!
But I do appreciate it <3
Alright folks. Everything is sorted for anyone that has reached out with their info. I’m gonna bounce for the rest of the day.
Hopefully we can get this thread back on track for 12 case questions / issues next week. I appreciate all of you!
Enjoy your weekend, all!
Just a suggestion.
Can FW tell which cover part the customer has?
The customer can go to the FW web site and view their order. Maybe FW could add the details from the box label to the order info on the web site, so users can see the manufacture date and SN etc. Online, in the cases where they have thrown away the box.
Hi Aguila, do you know if you’ll be charging those of us with reservations for the new version for the Framework 12 this week?
I’m pretty sure they start shipping in October.
I got my replacement unit today for an unrelated issue. As I was packing my old one up to return I noticed that the bottom cover has an expansion card crack.
As far as I know, this is one of the refreshed bottom covers, so I’m pretty disappointed.
Maybe I’m wrong though and I was just sent an old one again somehow. It wouldn’t surprise me.
@Eagle You wouldn’t happen to know anything else would you?
At any rate, maybe you guys can investigate it when you get it back.
I’ll alert the product team to take a look. I think that was the new material, but I’d need to check the SN again (I’ve slept since the last time I looked it up 
).
Update for my replacement chassis too, what i got in march 2026.
Quite a lot of cracks there. Been more waiting for some update/improvement for better material chassis shipping as i have still warranty ongoing anyways. Tracking this thread here quite regularly.
But decided to report this week it offical ways for replacements. Its quite a lot of cracks now, so much, propably internals holding the laptop together more than chassis. 
And this time first crack appeared to my original top cover too.
And all 4 expansion card slots have fairly same crack going on. So this is why saving space and showing only picture of one.
Manufactured 10/2025
.