The one with the lines is probably a panel problem, not physical damage.
I had a TV that did this spontaniously.
if it is damage you usually see all sorts of colors and a clear crack in the screen.
At least, that is what I see when someone has dropped the laptop.
Thank you all for your responses and sorry for the very delayed response. But I just wanted to send out an update. I contacted customer support and they said what many of you did, that it sounded like a damaged screen. They said they would send me a new one free of charge. It was rather challenging getting it because since buying the computer I moved to Sweden which they don’t service yet. But we finally managed it and successfully completed the replacement. It definitely felt good to have my computer back.
Adding on here that I had a very similar experience.
Support asked me for multiple rounds of photos to the point that I got tired of it and just ordered another screen myself. I just don’t have the patience to repeatedly fill their requests for a $1400 purchase that survived only one week. Not that pleased right now.
Interesting. I had the same problem at exactly the same spot.
Add me to the list too.
I had over 15 emails back and forth and they are telling me to send my laptop for repair as it may be due to motherboard. But I already got a replacement display out of my pocket and confirmed it is display issue not the motherboard.
This support is ridiculous!!! Hopefully someone from the community steps in to resolve these issues.
It’s such an odd location for any damage to occur. That area is very well protected when assembled, so my hunch is that things may be in tension when the unit ships, or a pre-existing fracture is there and getting exaggerated with regular use.
They are treating me like I’m clueless, and after nearly 2 decades of electronics manufacturing experience it’s pretty irritating. I just ordered a screen to repair this on my own, but im not terribly happy about it.
Well this is rather worrisome. As a new owner of a fw13 I was getting frustrated with support as they too were asking me for multiple rounds of different viewing angles etc for my unit…
I opened my DIY kit to a bent input panel with a key coming off and they still make me fight for a replacement input cover…
I’ve never been treating so poorly after spending $1800 just last week and the day I get the unit it’s broken and like pulling teeth to get framework to just give replace the single $100 part…
Well it doesn’t make me feel any better that they are treating everyone in an equally unhelpful manner, but at least they are consistent. Hopefully they can improve their tactics. I went against my better judgement by getting the framework instead of an HP Spectre or Surface, and I’m regretting that a bit now. Those companies actually test and support their equipment.
Amusingly though, I’m demonstrating the ease of repairability for them. Its just not because of misuse or wear and tear, but instead poor design and/or manufacture.
Oh Jeez. My AMD FW13 just did this, this weekend, and I already have a support ticket open, but now I’m wondering if I should just buy a panel out of pocket and save some headaches.
I have no visible signs of damage, just a ton of vertical lines about 2cm from the left side. Shows in the bios, never goes away, flashes and sparkles if I touch the area where the lines start, at the bottom of the screen.
Repairable is great, and I’ve pitched and advocated for Framework pretty hard, but probable defects like this are a heartbreaker. I have stuff I wanted to be doing on my laptop this weekend, and now I can’t. Hearing that support is likely to be difficult makes that support worth less.
Good news and bad:
Good news: I also did the twenty questions/twenty photos dance with FW support, and they said they are replacing the screen.
Bad news: In my case at least, it looks like an assembly error led to the screen killing itself, possibly by twisting/bending the eDP cable. Support conspicuously declined to address my questions about this.
I say “assembly error” and not “bad luck” because in my case, there are two different adhesive patches on the eDP and antenna bundle wiring bundles, that look like they are supposed to hold the cable bundles in place and keep them from twisting around the hinges. I checked my Framework Chromebook and both cable bundles are secured in place with the adhesive. On my AMD 13", both adhesive patches still had the cover/mask in place. The eDP cable had a small bit of the white heavy paper with a waxy side, and the antenna bundle cable had a small blue piece of plastic over the adhesive. I don’t work in the OEM factory, but that sure sounds like a missed assembly step to me, and while I’m not an expert, it certainly seems plausible that it led to the failure.
Anyone else with a failed screen see anything similar? We might all have gotten one-off “bad luck” issues, there are a lot of Framework machines out there, but I’m curious to know if the same errors have showed up more than once. I’ll see if I can get my photos somewhere that I can link them here.
Photo links
eDP tape backer 1
eDP tape backer 2
Munged screen
Pardon the dust and the Google Drive links. Shouldn’t require login. Shortly after I took these photos, everything that’s lines and to the left of that went dark, so apparently a few more flexes took the broken wires from “kinda dead” to “all dead”. I’ve had my AMD FW for about a month to a month and a half, so based on anecdote alone, I’d say unsecured eDP cables die rather quickly. I’ve checked my other FW, and it’ll be a day one check for anything else I buy.
Worth only what you paid for it, but I felt I owed an update. FW sent me a replacement screen, it shipped from NJ and arrived promptly, and fixed my issue. Appears to have been in the panel and not the cable, too.
I’m having a similar issue as described above, in exactly the same place:
Put in a support request, but I assume I’m no longer under warranty, so unless they get back to me soon and agree to replace it, I might just buy a new display and replace it given the above conversation about root cause. Might be fun to see how a matte screen feels 
I am experiencing the same issue sadly.
Started as stripes, now it is just 1 big black bar.
Interesting that it is in the exact same place as the post above.
I’ve contacted support. Hopefully I get this replaced. My AMD FW 13 laptop is only 2 weeks old.
An update, support has already shipped me a new screen.
I provided one more round of photos of the case and bezel area for their assessment and they quickly agreed that the screen should be replaced and have shipped me a new one.
I am glad that this has been resolved so quickly.
I am hoping that the next screen is more reliable and that this was just a one off.
My replacement screen has now failed in the same way, but on the right hand side instead of the left. I have contacted support and will begin the “take many photos” dance, but I suspect there’s something going on here. I will be inquiring about replacing the top case and/or bezel and not simply the panel this time. If they aren’t willing to entertain these ideas, I may simply inquire about a full return/refund. User repairable is an amazing and wonderful thing, but having repeated panel failures makes me very nervous. Having the option to self-repair, I strongly endorse, having a need to self-repair frequently makes me very, very uneasy.
This is really worrying.
that post was from 2 years ago… while there is another small increase in support response times lately, what we saw two years ago was Framework support beginning to fall behind, then hiring and training more employees to handle the increase in demand. This is likely what will happen again, there will be a small lag from when support starts to fall behind in responses, which will be the time that they are hiring and training new support team members, then a catch-up and control once that has been completed.
FW support escalated my request and the escalation tech offered “send it in for service”. Since that would replace this defective matte LCD with yet another likely defective matte LCD, I have declined. I’ll share any response.
Welp, they are investigating with their manufacturing partner, and sending me another replacement matte LCD. I think I’ll probably order the 2.8K screen as soon as it’s in stock, as a more permanent fix.
