Support Sanity Check

ThomasReid · October 30, 2024

Hey all, like the title says I want a sanity check before I send this off. I've spent the past few days working with framework support trying to resolve an issue with the keyboard of my framework 16. The "d" key is malfunctioning on and off (it fails if I'm playing a WASD game which is a mild inconvenience) We've had some back and forth trying to resolve the issues, and send pictures but this last email I'm starting to lose my patience so here it is:

Framework
Hi Thomas,

Thanks for providing photos. Could you please perform the following:
1. May I know what Operating system you are using? If you are using the Windows Operating System. Have you installed using this guide: Windows 11 Installation on the Framework Laptop 16 DIY Edition to isolate the software issue?
2. Install the latest BIOS v3.03 and the latest driver bundle and see if this will resolve the issue. Here is the link: Framework Laptop 16 BIOS and Driver Releases.
3. Clean the keyboard keycaps with a can of compressed air and see if this will resolve the issue.
NOTE: I would NOT recommend removing the keycaps though as doing so may damage the underlying mechanism.
4. Try to reseat the Mid Plate? Kindly make sure that it is properly aligned. The peg from the bottom cover should poke through the hole as seen in the upper right of the photo. Make sure that the Mid Plate connectors are seated properly. Please send us a clear and close picture of the whole mid plate and its pins for inspection, connectors, and how the peg alignment is seated. Refer to the photos. Click this link for guides. https://guides.frame.work/Guide/Mid+Plate/286?lang=en
5. After reseating the Mid Plate, can you also try different input module combinations and see if this will resolve the issue?
https://knowledgebase.frame.work/possible-input-module-combinations-on-framework-laptop-16-rJZi7BcwT
6. Send us a photo of the keyboard underside.

Thanks for your patience! We are looking forward to your response.
Regards,
Framework Support

This is how I feel like responding and what I need the sanity check on:

Apologies for the late response:

1. I am using Windows 11 and have been since I received the laptop back in January/February. No this is not an installation issue.

2. The latest BIOS and Drivers have been installed since they were released. I stay on top of these things unlike most typical users.

3. Keyboard has been cleaned with compressed air and again, the "d" key will work for a bit, however after playing any kind of WASD game the key will quit working. I can leave it alone for a day and it'll be functional again until it comes under heavy use.

4. I’ve already re-seated the mid plate multiple times during my troubleshooting efforts. If you can provide a clear, legitimate reason why repeating this step—while paying closer attention to the pins and alignment—would contribute meaningfully to resolving the issue, I’m happy to try it again. However, I’m concerned that this doesn’t fully address the specific issue I’m experiencing with a single malfunctioning key. If there were damage to the pins or contacts, wouldn’t it be more likely that I’d be seeing broader issues across the keyboard, rather than a single key?

At this point, I feel like I’m being asked to repeat steps without any new insight, and I’m concerned this is merely delaying the resolution until either I give up, or my warranty expires.

GarlicDeliverySystem · October 30, 2024

16 minutes ago, ThomasReid said:

2. The latest BIOS and Drivers have been installed since they were released. ~~I stay on top of these things unlike most typical users.~~

Last sentence here is not needed and at worst could come across as hostile or snarky. I would avoid that (even if you feel like you are given the runaround), you want to stay professional.

Otherwise, did you already send the pictures they ask for? How long would that take you to do? You can always ask more questions of why they want certain things or what the reasoning is, but I would at least give them the pictures. Otherwise the service rep will have to rely on your word on what is wrong or what the condition of the pins is etc. And from my thankfully very limited experience with first level support, I can assure you they would rather not.

ThomasReid · October 30, 2024

That's a fair point with the wording, it does have a bit of a snide tone to it.

Previously they asked for me to send pictures of all sides of the computer and all sides of the key in question. My assumption is looking for overt/obvious damage which I 100% get.