Framework - Customer Support

[Virant]

Name of Brand:

Framework

 

Description of your issue:

Stability issues

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

Yes. I bought a Ryzen 13 in the fourth batch. Initially, it had massive stability issues. Support kept running me in circles, and being generally unhelpful. The first issue I found was the wifi card, simply swapping to an Intel AX200 resulted in fixing the worst of the stability issues. Even telling support this, they just wanted to close the ticket without offering any kind of support.

 

The second issue was a problem with the keyboard they provided. Support were absolutely unhelpful here, and kept me going in circles. I finally just bought out of pocket a new keyboard off the website and everything worked perfectly. When I told them this, they just wanted to close the ticket with no further support.

 

The third issue has been crash/freeze-stability related. I tried to get some help with this, but they kept going in circles. At one point, they tried to blame Ryzen Master. Simply updating with the latest drivers off of AMD's website fixed most, but not all, of the issues. I still get occassional freezes/crashes but they are rare. Never got successful help with this.

 

What would an ideal resolution of your issue look like?

Literally anything other than just wanting to close the ticket. A new wifi card? A refund of the keyboard? Anything.

 

[LogicalDrm]

-> Moved to General Discussion

 

Framework is not LMG Sponsor. Linus has made personal (NOT COMPANY MONEY) investment to Framework. 

[Micn]

7 hours ago, LogicalDrm said:

-> Moved to General Discussion

 

Framework is not LMG Sponsor. Linus has made personal (NOT COMPANY MONEY) investment to Framework. 

LMG the company also does have a working relationship with the buisness even if they do not actively sponser content cause they have no need to cause linus as investor will promo the content anyway so leaving this in that area so the buisness team could help with his issue with be a good idea. Also the in sponser thread to does talk about company they may work with too for posting conplaint about so they know not to work with this company if there fucking around customer

[djksm]

10 hours ago, Virant said:

Name of Brand:

Framework

 

Description of your issue:

Stability issues

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

Yes. I bought a Ryzen 13 in the fourth batch. Initially, it had massive stability issues. Support kept running me in circles, and being generally unhelpful. The first issue I found was the wifi card, simply swapping to an Intel AX200 resulted in fixing the worst of the stability issues. Even telling support this, they just wanted to close the ticket without offering any kind of support.

 

The second issue was a problem with the keyboard they provided. Support were absolutely unhelpful here, and kept me going in circles. I finally just bought out of pocket a new keyboard off the website and everything worked perfectly. When I told them this, they just wanted to close the ticket with no further support.

 

The third issue has been crash/freeze-stability related. I tried to get some help with this, but they kept going in circles. At one point, they tried to blame Ryzen Master. Simply updating with the latest drivers off of AMD's website fixed most, but not all, of the issues. I still get occassional freezes/crashes but they are rare. Never got successful help with this.

 

What would an ideal resolution of your issue look like?

Literally anything other than just wanting to close the ticket. A new wifi card? A refund of the keyboard? Anything.

 

OK. You made a lot of mistakes here. 

1. DONT BUY REPLACEMENT PARTS WITH YOUR OWN MONEY!!!! Doing that will prompt the company to ignore you bcz you obviously have the problem fixed. 

2. DO NOT ALLOW SUPPORT TO CLOSE THE TICKET!! Be firm. state that you have a problem and that you need it fixed or refunded. If they ghost you, escalate it, or send them an email everyday. This may come off as annoying and being an asshole, but you spent your hard-earned money on this shit and you need your shit to be working.

3. In the email you send, write the order number, the problem, and the ideal solution. This will prevent cust support reps to not have to scroll through email chains.

[LogicalDrm]

2 hours ago, Micn said:

LMG the company also does have a working relationship with the buisness even if they do not actively sponser content cause they have no need to cause linus as investor will promo the content anyway so leaving this in that area so the buisness team could help with his issue with be a good idea. Also the in sponser thread to does talk about company they may work with too for posting conplaint about so they know not to work with this company if there fucking around customer

They have made reviews of laptops and done one other video. As a company. So as a company, influence is about the same as they have towards Apple. Linus as a person might have more influence, with he's $250,000 money invested and the tech influencer status he has.

 

As a company and because Linus has personal investment, LMG doesn't and hopefully never works with Framework more deeply than what they currently do.

 

This thread can stay open and visible, for Linus to see. But it does not qualify for sponsor complaint.

[Virant]

6 hours ago, djksm said:

OK. You made a lot of mistakes here. 

1. DONT BUY REPLACEMENT PARTS WITH YOUR OWN MONEY!!!! Doing that will prompt the company to ignore you bcz you obviously have the problem fixed. 

2. DO NOT ALLOW SUPPORT TO CLOSE THE TICKET!! Be firm. state that you have a problem and that you need it fixed or refunded. If they ghost you, escalate it, or send them an email everyday. This may come off as annoying and being an asshole, but you spent your hard-earned money on this shit and you need your shit to be working.

3. In the email you send, write the order number, the problem, and the ideal solution. This will prevent cust support reps to not have to scroll through email chains.

 

I'm sorry, but the only option I would have had would have been a non-working laptop for a prolonged period of time with how unhelpful support was being. Even a clearly broken keyboard was getting a runaround with a long list of things they wanted.

 

[djksm]

3 hours ago, Virant said:

 

I'm sorry, but the only option I would have had would have been a non-working laptop for a prolonged period of time with how unhelpful support was being. Even a clearly broken keyboard was getting a runaround with a long list of things they wanted.

 

Again, pressure them into giving you a new keyboard. You are clearly in the right here and it is needed for functionality. Ask to escalate to their manager.

[GarlicDeliverySystem]

You can also try to post in their forum/community, not sure how it is now but ~3 years ago they were actively looking into things and follow-up with support.