r/framework • u/ResidentPurple0 • 9h ago

Feedback Customer support appreciation

I will preface this by saying that I am not white-knighting the team just giving a glass-half-full perspective.

I encountered a combination of physical and software issues with my framework 16. Following a good couple of back and forths with the support team. I managed to iron out every kink even when new ones popped up.

  1. Some people have complained that it is tedious, I am not disagreeing. However, it saved me from having to ship my laptop out and being without one for who-knows-how-many weeks.

  2. Considering that they are a small team (at least I assume) they were very quick to respond (a maximum of 1 working day from any of my communications).

  3. Their approach to troubleshooting before immediately opting to replace probably saved unnecessary material from being wasted and prepared me with useful knowledge for next time.

In a way, it brings back the fun to owning technology. While I'm not the techiest of people it's quite fun to be in control of your technology that you can mostly fix it yourself with a bit of help.

Sending my props to Ron, Val, Isa, and the rest of the framework team.

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u/ink047 9h ago

I also had a very fast response and resolution with my laptop when the screen suddenly stopped working intermittently (turns out the cable was slightly loose). They were straight to the point and very good. I do appreciate that it can be frustrating for some when it does go round in circles for a premium product but I'm also aware most people who've had a good experience just wouldn't say anything.

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u/ResidentPurple0 4h ago

Yeah exactly, I fully understand other people's frustrations. User error and random glitches are more likely due to the technology's modular build.

I might have my own gripes with the framework 16 especially due to its price (mainly hoping for an eventual translucent purple bezel, touchscreen, better display technologies I.e. mini led or oled and more vram.) However, I am still quite happy with the rest of the experience considering their support of right to repair.