What's up with Framework support? I purchased an early Framework 13 (11th gen intel), and convinced my friends to purchase one for their daughter. They have now purchased two 12th gen 13" Frameworks. They did love them, until this past week. The daughter's died Sunday night with boot codes that are suggesting a mainboard failure. She uses it for university, so was in a panic as it has all of her notes. I tried rescuing it but the RTC battery "reset" didn't seem to help, and it wasn't the memory. She is somewhat operational now by swapping her drive into her parent's laptop.
They created a support request Monday morning, and it's now Friday and they haven't heard anything from Framework. They've emailed and called, and no responses at all. What else can I have them do? I'm happy to help them in any way from swapping motherboards to running down technical problems from chasing electrical issues.
If this is the support process, this is a large problem. I was considering switching our office to Framework as well, but 4 days and no response besides the "we have your support request" response is unacceptable. I *love* my Framework and what the laptop and company stands for, but this truly is a problem.
I know this forum directs such posts to the framework support link, but what should we do when Framework doesn't respond?
My company ships thousands of boxes per year with UPS and FedEx (and a little DHL). We don't notice much differences in damaged or lost packages between the two. But we ship to businesses, not homes so that might make a difference.
Personally, I really wouldn't worry about it until you actually have a problem.