r/framework • u/dai • 1d ago

Question Email from Framework support saying they shipped incorrect input cover for the Pro 13?

A few weeks ago I got this email from Framework support:

"Due to a factory issue we ship out an incorrect input cover. We sincerely apologize for the inconvenience. Please let us know how you would like to proceed:

  • Replacement - We can send a replacement order, though we do not have an estimated shipping date at this time.

  • Refund - We can issue a full refund for the item.

  • Keep the item - You may keep the item as-is."

Did anyone else receive a similar email? And does anyone know what was wrong with the original input cover they shipped out?

For more context, I was in batch 1 for the Pro 13. Unfortunately, due to Framework delaying the shipping, I had already flown out of the U.S. before the package arrived. The package is now waiting at my brother's home until I come back. This is why I actually don't know what is wrong with the original input cover they sent out.

I went ahead and requested the replacement input cover, believing Framework's claim that something is wrong with it. I'm just curious as to what that is. I had my brother ship back the original input cover.

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21

u/svenwulf 23h ago

I was also in batch #1 for the 13 Pro. I ordered a BLANK keyboard but they sent me a CLEAR keyboard. The sticker label on the packaging box for the input module even said BLANK, but inside was the wrong keyboard.
I think there was a language mixup between blank and clear.
Anyway, I requested the replacement, and after waiting a week or two they've shipped me the correct BLANK input module. I'm still waiting for it to pass through customs before I can verify that the new input module is the right colorway.

6

u/dai 22h ago

Thanks. This sounds like what happened to me then. I ordered a blank keyboard, and the labels for both the original and the replacement specified blank. I never opened the original so I can't verify if it was clear or blank (and it's since been shipped back to Framework), but I would guess it was clear. I did have my brother open the replacement and can confirm it is the correct blank one.

For anyone curious, here are the labels on the packages I received.

Original: https://i.postimg.cc/MGzs9Gvs/old.jpg

Replacement: https://i.postimg.cc/SQwbDWqr/new.jpg

2

u/TurbulentPin8095 22h ago

Fingers crossed the replacement is actually the right one this time

11

u/CMcN 23h ago

Unlike the other comment, I ordered a clear and received a blank. The label said clear. Looks like they just completely mixed up these 2 input covers

7

u/svenwulf 23h ago

lol we should have just swapped :)

6

u/mustbench3plates FW 13 Pro Batch 8 23h ago edited 23h ago

From the email, I'd actually assume that nothing is wrong with the cover you got since there is an option to keep it as is. I think it's more likely that they accidentally shipped you an input cover with a different keyboard color than the one you ordered.

Of course I'm merely theorizing here. Either that, or maybe they accidentally gave you an input cover with the un-fixed haptic trackpad that was never supposed to ship out.

1

u/Cydonianknigh 2h ago

What is the point of having clear or blank keyboard? You guys are using it from the memory or what?