I want to preface this with a few things:
1: This post is not intended to be antagonistic or “rage-bait.” I am purposely not attaching photos or video directly with visible thumbnails. They will be provided in links below. (all private or unlisted.) The reason I am posting here is because I was unable to find a section for customer feedback on the Framework website or on their community forums.
2: I’m not a “Framework Karen.” I haven’t written any manifestos regarding the price/performance ratio of the FW16 compared to a Lenovo Legion gaming laptop, or anything similar on this subreddit. I genuinely admire both the Framework vision and the design of their products. I have also been consistently polite in my interactions with their support staff.
3: I am moderately competent when it comes to working on my own hardware. I’m no micro-soldering savant, but I have taken apart and repaired/upgraded both my current laptop and Steam Deck extensively with no “CID.” (customer induced damage.)
I received my AMD FW13 DIY on 11/20 (batch 5) and it took considerable damage during shipping. The box had badly crushed corners and edges, torn tape, and a puncture wound. (Photos) The input cover and chassis took damage to the point where opening/closing the laptop results in a nasty popping sound. (Video)
Unfortunately, in OP’s humble opinion, Framework didn’t use packaging that was adequate in ensuring the safety of the hardware during shipping. There was no high-density foam, or bubble-wrap. The components were packaged in lightweight cardboard boxes, with some stronger recycled cardboard pieces to hold everything in place. (I understand their goal of sustainability, and am not trying to get into a big discussion on sustainability vs. product safety.)
I reached out to support and made an RMA ticket. It took three days and me resubmitting the ticket, but to their credit they did get back to me before they went on Thanksgiving break for two days. I know they are swamped, not the end of the world. They are also sending me a replacement unit.
My issue is the timing. I am now a Batch 10 preorder, effectively as if I had just placed my order today. From what I can see, they aren’t expediting getting me a replacement unit whatsoever. I ordered my unit in August, not today. I’m not out a $100 deposit, I’m out the full $1,350. It has gone from me being excited to get my laptop days before my birthday, to me feeling like I’ll be lucky if I get it before Christmas.
It’s the difference between me feeling like “I got unlucky, but am being taken care of” vs. “I got unlucky, and now have to deal with a vastly worse than typical customer experience.” I am concerned that they don’t have inventory set aside to handle incidents like this. I’m a fanboy, and can’t say I’m a happy customer. If I was the average laptop-enjoyer, I’d be livid. The preorder wait is a tough pill to swallow.
It’s supposed to be: Preorder > $100 > Wait Forever > Pay for Laptop > Get sent laptop.
It’s not supposed to be: Preorder > $100 > Wait forever > Pay for Laptop > Get sent laptop > Existential Dread > Preorder > $0 > Wait forever> Get sent laptop > Repackage busted laptop > Drive to Fedex shipping center.
Any thoughts? What would you do in this situation? Am I in reality a Framework Karen by posting this? Should I reply to support and push back? Idk. Open to any feedback, just please don’t be rude to me or FW staff.
Happy Thanksgiving, if that’s your thing.
If you know they’re being overrun with RMA and sp ticket, why are you complaining? I’m in batch 4 and I got a defective keyboard, the RMA process took 2 weeks to complete but I recognized that Framework is new and product can have defect. You’re not the only person who have issue with your FW, so be patient. I do think you’re “Framework Karen” for posting this, you acknowledged the difficulties they’re facing yet you still think you’re entitled a better service time.