Hello, in 2025 I purchased 4 Framework 13 mainboards. 2 of which are in use. The 2 remaining are not working after a bios update. It was required to update to 3.17 before the most recent update as specified by Framework. I got the bios files from Framework laptops from the official site. BOTH defective boards do not respond to power in any way after the bios updates. These were updated at different times. The first one has been dead for over 6 months, then when I tried to update the 2nd one, (after windows 11 was installed SUCCESSFULLY) it never responded ever again after the bios update restart.
I put in the request to Framework on July 15 2026, but I have been apparently blacklisted despite REPEATED attempts to reach back out. I even put in 2 other tickets asking about the stalled ticket, so I am convinced they are doing this to avoid replacing the defective hardware. They asked for about 20 photos, but at the end they said it would be “2 days” before someone reached back out. (their fixes of using different RAM, removing the cmos battery resulting in no changes to the dead boards)
That was 3 WEEKS AGO. In other words, I have zero hope they will help. I’m out hundreds of dollars due to faulty hardware and the only form of support has abandoned my request and ignores new ones
Put some paragraphs in that if you can, it helps with readability. (In case it’s not clear - double Enter produces a para break).
Sorry to hear you’re having problems with your hardware.
We’ve had a few people of late create a thread so disputatious that, in my estimation, it looks like they would prefer to alienate the Support team rather than get their issue resolved. Some things do drop through the cracks, and no Support team is perfect, but if you can edit your title to something more constructive and optimistic, I think it will help.
We have some employee folks in this channel who act as a bridge between the forum and Support. I’ve no doubt they will want to help you.
There is no dispute if there is no answer despite repeated attempts. I would LOVE to not have paid hundreds for paperweights despite reaching out to the proper channels. Not even a “we’ll get back to you” message back in nearly a month. This is far beyond “being disputatious”. I did everything they asked, but they still are ignoring me for a month
Two mainboards, is no where near worth it to them. I’ve never heard of them stiffing someone.
In all my time, there is only one single situation, years ago, where I’ve heard of support purposely disengaging. And that is being unquestionably abusive to support agents. If you did that, they may indeed disengage. Which would be entirely warranted, appropriate and deserved quite frankly.
If that is not the case, then you are not being ignored. Something else is going on. Emails not going through is occasionally an issue. You can reach out to Framework staff on the forum.
Hey @6piecenuggets I responded to you on this thread. Did you get the confirmation email? If so, have you received any other correspondence, like being escalated? We have a higher than usual backlog right now, but feel free to shoot me a DM with your email address or ticket ID and Ill be happy to check on it for you.
I noticed that you were new to the forums, so I sent you a DM to get the info requested above. In the meantime, if this happened after a BIOs update, have you tried a power drain? If not, you can do this by removing the machines from AC power, carefully disconnect the battery for at least 2 minutes (preferably 30 minutes) then reconnect and try to boot.
I’ll DM you with the requested information. Just to clarify, my replies to the related threads were a last-ditch effort to get an update after the only available form of communication had gone unanswered for weeks. I wasn’t trying to create multiple support requests or make things more difficult; I was simply trying to get a response after receiving no communication for an extended period. I’m happy to continue this through DM and provide whatever information you need.
