frame.work Omdömen 48

⚠️ Framework — Modular Hype Covering Cheap Hardware and Broken Promises

Framework markets itself as a revolution in laptops: modular, repairable, open. In reality, it’s a glossy shell hiding terrible component quality, major failures, and a support team that actively avoids responsibility.

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🎬 Case 1: “Buy a screen yourself, maybe we’ll pay you back”

A friend of mine ordered a Framework laptop using a forwarding service, since the company doesn’t ship to many countries. Right out of the box, the screen was defective — full of lines, no proper image.

Support refused to ship a replacement screen, citing “regional limitations.” Instead, they said:

“Try replacing the screen. Buy a new one at your own cost, and if that turns out to be the issue, we’ll reimburse you.”

So, the screen was purchased separately. The laptop worked perfectly with the new one. The result?

“Since it works now, there’s nothing to reimburse.”

This is not just bad service — this is a blatant bait-and-switch, forcing customers to pay out of pocket for factory defects.

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🪫 Case 2: My own laptop died from… sitting still?

I bought a Framework laptop myself. It worked fine for one week. Then I shut it down and stored it in its box for three months. When I tried to power it on again — nothing happened.

Support went silent. I had to take it to a professional repair service. Diagnosis:
• Short circuit on the motherboard
• Display no longer functional

Again — no support, no warranty fulfillment. Just silence.

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🤯 What kind of quality is this?

Framework tells you you can replace anything. But why does that matter, if:
• parts fail for no reason — even in storage;
• components are so fragile, they’re borderline defective;
• the company refuses to honor its own troubleshooting agreements.

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❌ Verdict:

Framework is not an engineering solution — it’s just an overpriced DIY box filled with unreliable parts and empty promises.

📉 Support: non-existent.
📦 Components: unstable, low-grade.
🎯 Commitments: ignored.

Don’t be fooled by sleek marketing and buzzwords. In reality, this is just another cheaply made product hidden behind the “modularity” hype.

Don't seem like the have enough staff to support customers correctly

I ordered a DIY laptop and it was delivered fast. The packaging and the laptop looked really neat, everything looked perfect until one of the final steps of the assembly. When I closed the laptop after placing the bezel around the screen, it didn't close properly and several parts got damaged. After contacting Framework's customer support, it turned out something had been improperly assembled on their side.

I would have still been quite happy if they had swiftly resolved the problem, but it took over a week of back-and-forth communication before we settled on a solution; they seemed more anxious to get information from me so as to update their documentation (which is not bad per se), than to solve my problem. Also, when I said I wanted to return the laptop and get a new one (by which I meant a new copy of the same), they showed no interest in keeping me as a customer, and they just agreed on giving me a full refund.

Eventually I got my refund without having to argue, which is good, but I lost several weeks because of this problem. I like the company's mindset (flexible, repairable laptops, made in Taiwan for a great part), and I think they're sincerely trying to do a good job, but in my case they made a mistake and didn't fix it the way I would have liked.

I recently bought a Framework 13, with high-end specs. It runs Linux Mint extremely well, even the fingerprint reader. The size of the machine is fantastic for a super-portable work-horse.

The display had a problem (a defect in the surface). Framework was very responsive and sent a replacement. I couldn't be more pleased with the replacement part, as well as the process to acquire the part (and the return of the defective one).

Overall, I'm thrilled with Framework. It's so great to have a laptop that has exactly the components I want, exactly where I want them, and the flexibility to replace hardware whenever necessary.

I needed a new laptop for university and I knew that framework was the only way to go. I bought the 13-inch DIY edition and have absolutely adored it since. Assembly was easy when following the detailed instructions, and the included spare screws as well as QR codes on each component inspire confidence that if I need to upgrade or replace a part in future, I'm in good hands.

The build quality is excellent, and even though I went with the lowest-spec AMD chipset, I was surprised at how snappy and responsive the laptop feels. It even fares well at low to medium gaming!

To close off, if you're sick of buying a new laptop every few years because one component needs replacing, buy a Framework. I don't think you'll be disappointed.

This company had so much promise, but sadly they fell short in so many ways. I needed a new laptop as I was heading into college. I wanted something that would be reliable, consistent, and hold up to the 4 years of college I needed to go through. While I believe this laptop will get me through all 4 years it has some clear flaws and the company doesn't know how to be a company. My experience started on August 8th when I ordered the Framework Laptop 16. I was so excited to have a modular laptop that I could modify to meet my needs. On arrival 3 weeks later as the laptop's shipping was held in customs due to some sort of shipping issue with customs, I opened the laptop the unboxing experience was fine and I started to assemble the laptop. Unscrewing the screws holding the aluminum down felt good and easy. Then I went to unscrew the GPU bridge so I could put the part I bought it anddddd CLICK screw stripped right off. Oh? Maybe I was pressing too hard, next screw CLICK gone. Oh well maybe it was just that part, I can always get a new one. Moving on to install my m.2 drive? SNAP the m.2 screw snapped in half inside the motherboard and I had to get a completely new replacement board just to use my laptop. Thankfully Framework, one part at a time, replaced the parts in my laptop, sending me new ones in exchange for the broken ones. Finally, 3 months after purchasing the laptop I FINALLY had the full functionality they promised. I assume that this experience had been a unique one, and not a common occurrence as I've never heard anyone talk about this problem. So how does this laptop hold up now? Not well. Unfortunately, after a month or so of usage, the laptop became less solid, and more flexible which is primarily an issue as it makes the trackpad just not work sometimes?? I also occasionally had to fully dismantle the keyboard and such just to re-seat it all again for it to work. This feels like they're shipping incomplete products with lackluster build quality. Really sad as I was so excited for a company that had the possibility to replace the companies I normally rely on. Sadly, this was not the case. Framework is the frame of what was a great idea.

Many thanks to the Framework teams for making this amazing device. I really like the modular design, the upgradability and reparability of the laptop. I also appreciate the support from Framework team after my purchase. I hope this company become successful.

It's an easy to repair computer, which is a good thing, because due to the cheap and fragile parts used, you will be opening it up to fix it regularly.

I'm on my 5th screen. They break from violent activities such as "being gently shut and left on the bedside table"

Worse, the customer service. I've told them that this is my work computer, that I've ordered several screens and that they need to send me a new one expedited (and not their 3 week ground). The response? "Sure, just after we endlessly ask for more photos and delay for days" nevermind that I've already figured out that it is their cheap and easily warped frame.

Man merkt bei diesem Unternehmen einfach, dass ihnen sowohl die Kunden, als auch das eigene Produkt wichtig sind.
Bei mir ging zwar leider ein Bildschirm kaputt, aber ich habe einfach direkt einen neuen bestellt, der aus einem europäischen Lager innerhalb von ein paar Tagen bei mir ankam.
Da dieser einfach selbst getauscht werden kann, musste ich dafür meinen Laptop nie abgeben und verlor somit weder unnötig Zeit noch musste ich mir Sorgen um meine persönlichen Daten machen.

Zugleich kontaktierte ich den Support und bekam eine sehr schnelle und freundliche Rückmeldung.

Die Möglichkeit des schnellen Austausches von Ersatzteilen und ein effizienter Support gibt es so bei kaum einem/keinem anderen Laptop Hersteller.

A stunning revolutionary company with attentive and considerate customer service. I enjoy using the Framework Laptop 16, thrilled with the support team's work, and plan to use their products for many years! Highly recommend.

I purchased a Framework 13 in November 2023. I am running Fedora 40 LInux. I love that the laptops major components are easily swapped out for improved versions as they become available. This feature can help reduce the amount of e-waste that you generate.
Performance is fast and the screen display is sharp and clear. Two switches on the top of the screen allow you to turn off your microphone and camera which is a great security feature. The keyboard is responsive and feels very solid. Large trackpad makes moving the cursor easy and precise. You can change out the ports depending on what you need. I love this laptop. I have previously owned, HP and Dell laptops and a Chromebook.

I bought a Framework laptop 13 in February, and soon after delivery realised it could not output video to another screen: crawling black dots on the external display whether using a HDMI or USB-C connection. Took 2 months and 30 emails to get it resolved - support kept wanting me to shoot a video of one thing, then another. Along the way they bizarrely sent me a replacement display (could have told them that wouldn't work as the problem was obviously with the video output...). I just got it back yesterday 'repaired' with a new motherboard; covered in hairs and dust, but at least the issue with video output is fixed.

All's well then? Not so fast!! The repairer swiped the screw holding down the SSD / discarded it with the old motherboard, so for the moment its a desktop not a laptop thanks to the SSD flapping around inside it. I contacted support asking for a new single screw and... you guessed it, want me to send more photos of the motherboard and the place where the screw isn't. ALL THIS FOR A SINGLE FRICKING SCREW!

Life is too short. To top it off the crap-pile already blue-screened on me today - WORD was the only running app. Guess I'm asking too much of a £1k laptop to expect it not to blue-screen and to have a screw holding the SSD in place...

Great product, Super fast delivery.

Order Framework 13 and got it delivered in a week. DIY kit is super easy to setup. Great fit and finish.
Even though the price is slightly on a higher side, no other brands offer what framework is offering at the moment.

Fantastic quick order. Slick website. Fabulous idea for reducing eWaste!

UPDATE: after finally receiving a WORKING product I can't in good faith leave this review on 1*. It feels premium, its very fast and the thermals seem good and well designed.

Additionally, the screen is a great size, shape and resolution. Things are crisp but not so small you have to start getting into scaling and the 3:2 aspect ratio is actually quite nice.

The keyboard also feels OK to type on (most laptops I've used are horrible so this is a compliment).

The software used by the EC seems good for getting feedback about thermals/fans/etc and you can even set the battery charge limit without rebooting.

Works out the box with Linux.

I am seriously hoping that it will now be reliable (screen, particularly) because if so its a great bit of kit and a pleasure to use. Please work on the customer service side though....

Original review:

Huge disappointment. Poor quality parts and awful ticketed customer service.

I really liked the idea of what framework were doing, with good spec laptops that are home repairable and upgrade able. I had not seen any other company that managed to do this whilst still having reasonably good looking computers and their 'expansion cards' are also a great idea.

Unfortunately, they have severely cheaped out on customer service and on some components.

The laptop I received came with a broken screen and webcam module. The screen was quarter black in a clean straight line and after looking around the Internet this seems like a very common problem with framework screens.

Despite this, in order to progress a return/repair/etc I had to send a total of 17 photographs to their ticketed customer service over many days before anything was progressed. They even asked me for a video but I refused as I thought they were genuinely trying to be funny at that point.

Customer services finally agreed to replace some parts but nothing was shipped for nearly 2 weeks. Finally it was shipped.

Their shipper, FedEx have now appeared to have lost the package. Its been in transit for 7 days, according to tracking, its in a local facility hundreds of miles from my house and in the wrong direction. It has not moved for 4 days.

Both FedEx and framework are completely silent on the issue, refusing to provide any update whatsoever.

Nearly 4 weeks without working laptop. Bank contacted. Avoid.

Use a proper manufacturer, especially for business use.

Good customer support. Had an out-of-the-box stuck pixel. After a little back and forth they set up an exchange for the display (sent me a new one, i replaced it myself and sent the old one in that packaging). Only was without a working laptop for about an hour at most (during the display replacement).

Aside from that have not had any issues.

Shipping in EU is very fast (was supposed to be under 2 weeks, package was ready to go same day as the purchase). However some issues with Fedex to get my package, but the laptop (13th gen AMD) have a very good build quality and its price seems justified. I have no problems so I cannot mark support.

My Framework Laptop 13 (Intel 13th Gen) had a dead pixel on arrival, that would constantly glow green and only green. Here is the "event log" of my interactions with Framework. All events happened in 2023. I am based in Germany.

May 30th - Receive my laptop and notice the dead pixel. Sent a message via fram.work. Get an automated response.

May 31st - I receive a response with troubleshooting steps and a request for more pictures if those didn't help. The issue could not be resolved with troubleshooting steps. I reply with the requested images. My response is escalated on the same day.

June 1st - Framework confirms and sends out a free replacement display panel on the condition that I return the old panel.

June 5th - I receive the new panel, install it without issues and inform Framework.

June 6th - Framework confirms and informs me about a delay in their RMA department.

June 15th - I receive a prepaid UPS label. I pack up the display and sent it off.

While it took a hot second to receive the UPS label, I don't consider that an issue because my actual problem was already fixed.

I did not expect and would not recommend expecting Apple levels of quality, especially when it comes to battery life and speakers. Having said that, the laptop is decent, entirely usable and even enjoyable. Being able to open and repair it, is useful, fun and a cool (and very techy) party trick.

Laptop randomly stopped working. Was only used indoors, never fell and was not mistreated.

Terrible customer support. unwilling to ship a replacement display kit and points to a broken part on the screenshot provided by me that isn't even broken!

will change the review if frame.work decides to ship a replacement kit.

Very happy with the product. Sure not perfect, but that's none and they improve a lot.
Had to cases where I needed the support (from Germany) and both cases were easily resolved.