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The original was posted on /r/framework by /u/BrendanxP on 2025-07-31 11:25:00+00:00.
I want to share my current love-hate experience with the Framework product and the support. I am in the unfortunate position where my Pre-order batch 1 framework 13 AMD Ryzen AI 5 has been in a broken state for considerable longer than actually working. I have currently had 2 mainboards replacements with an email chain that is currently 59 messages in, let alone the shear amount of photos and videos. However, today the laptop flat out died for the 3rd time, and I am completely fed up with the time it takes to get it "fixed". I have photographed every nook and cranny of the motherboard twice now, and they'll likely ask me to do it all over again.
I so greatly admire the fact that I am able to repair the laptop myself and not having to ship it out for a lengthy repair with all my personal data on it. However, this comes at the cost of my own time, having to keep answering emails and supplying more images over and over again. The first time, I was quite satisfied with the speed of the team and them sending over a new mainboard without strings attached. This mainboard arrived dead, however, which is where the real drama started. I would so much more appreciate a video call at this point, where we are able to pinpoint an issue/solution in minutes/hours rather than weeks! All in all I did receive a 2nd mainboard replacement which did work (for the most part). Nonetheless, this board died only days of use later, which is where I am at now.
I emailed a request to ship the whole unit to framework for them to figure it out. Though, I am not sure if this is something they normally consider doing. Moreover, I have a nice dBrand sticker attached to lid which might get lost in the process. However, at this point all I want is a laptop that works and where I can rely on. I am really interested to hear if there are other people out there with mysteriously dying FW13's and how you fixed this?
As a side note;
The pre-order batch 1 FW13 Core Ultra 7 my girlfriend is using day and night with incredible workloads has held up amazingly well. Meanwhile she has plowed through multiple HP and Dell laptops with many unsolvable issues before I got her the FW. So I also know the good of FW, and the bad of competitors.
