Ignoring the freight forwarding (done or not), what is wrong with the quoted? The FW Laptop is very friendly to take apart and work on. I am not a professional repairman (with certification and so on…) yet, I’ve worked with support to resolve my problem with no complains except the jet lag that can be annoying.
I don’t know what is the problem with your FW laptop, but I think your approach to handling a malfunctioning device seems to Apple-ish: work on it, don’t just put it to AppleCare hopping they’ll fix it.
I hope you will just give support a chance and troubleshoot your device with them. Worst case what they will ask you is to unplug battery and reset RTC.
All this trouble just because someone bought an repairable laptop from a new company who hasn’t even been opened the sales in his country yet without even the intension to take a look at the problem himself.
And yet he still complains. I’m with Framework on this one.
@Kamil_Hanus like I already said before, you should have gotten an Mac Book Air or Pro if you were expecting the company to do all the work for you. Why did you buy the Framework if you are not even willing to open the device? Your expectations on this whole situation were wrong from the beginning, no surprise you are disappointed with everything.
Edit: Still, please keep us updated. I am curious on how the “European Consumer Centre” responds too, as I am also in Europe and I would be curious to know how far they would help you with this.
I have no problem with the laptop. I am basically a DIY guy, and that’s the reason I bought this laptop. I opened the laptop to install the memory modules and the SSD drive. It’s not that complicated. I spent nearly a year browsing the framework website and decided to buy this laptop when Australia was open for preorder. I was actually in Australia waiting for the shipping. Unfortunately it arrived a few days after I left the country. I hope I don’t have to make any warranty claims.
I disagree. I think FW’s stance is that if the primary user resides in an unsupported region, even if purchased in supported region, qualifies as freight forwarding. Otherwise, why would freight forwarding be banned? After all, I could just as easily freight forward from me to FW as it is to do the reverse.
Looks a bit overcomplicated to me …
Also I think warranty and support is mixed up here a little bit.
I’m expecting to get warranty (at least) in the country my Framework laptop got shipped to.
But for support (excluding swap of hardware) it must not matter where I am.
On the other hand, if I don’t feel comfortable opening the laptop to do some testing (or whatever) and I didn’t order the DIY (and even then) they cannot expect me to open it and do “whatever”. Regardless of how open the system and how easy it is.
If something is broken and the device is still in warranty, it’s my right to get it fixed (of course, as long as I didn’t do something wrong and it broke).
Method of Warranty
To submit a Warranty claim, contact Framework Support at support@frame.work. If Framework determines in its sole discretion that the Product has a defect or malfunction that is covered under the Warranty, we will determine in our sole discretion whether to repair, replace, or refund the Product to resolve the issue.
If possible, Framework will provide replacement parts or modules and repair guides to enable you to self-service your Product. Framework is not responsible for any labor or equipment costs you incur self-servicing your repair. In some cases, Framework may determine that a full Product replacement is required. The replacement Product, parts, or modules may be new or refurbished items that are equivalent in performance and reliability to the original.
Freight forwarding is banned (and so is discussion regarding it on the forums), because of the situation presented in this thread: when the user is in an unsupported country and needs official support there. Support which Framework may not even legally be able to provide and as such may not be possible. This is the material point.
To put it more clearly:
Framework cannot honor warranty or repair requests from countries not supported officially. This is once again not them trying to be mean or screw people eager to support them. This is thanks to your country’s laws and regulation. It boils down to customs and taxes.
Given that FW is not opening up to every country everywhere and limiting themselves to a few at a time to ensure compliance with applicable regulation, I think we can at least guess that TOS and Warranty are compliant. Feel free to do as OP did.
I think this discussion has likely gone far enough. Whether I’m right or wrong is basically immaterial since my opinion matters not a whit. This discussion is now banned as @2disbetter has now pointed out so I suspect this thread should be locked.
Little hint: It is all completely legal and that is the point. Framework is so specific about this to be completely upfront and to operate within the bounds of law.