Fixing a Bricked Framework Laptop

Framework really caught everyone's attention with the fun DIY repair angle, but Dell/Lenovo/HP have been selling repairable laptops to IT departments for decades. In addition, they're a much more mature product -- been selling laptops for much longer at much higher volumes. Thinkpads are the prototypical example but I actually like Dells better. Many of them are Ubuntu-certified as well.

I somewhat regret buying my framework laptop at this stage, because the answer to every fault is "buy a new component, from framework".

I'm not sure I blame them for this really, but there is no competitive market of parts (or really any market at all), which means that the reality is that you're just locking your money to them. They also often have stock issues, so woe betide you if your component fails at the wrong time.

It's very hard to predict costs here, but framework laptops do seem to fail more than other brands, and their laptops do tend to be more expensive. In comparison to MacBooks I've used over the years, which other than screen delaminating, have been faultless, at least.

I'm tired of sloppy updates or change of behavior that mess with how I use MY device.

At this point, I'm convinced Google is doing this on purpose. My Google TV has become slow since the Gemini update, which I wasn't asked if I wanted it. My pixel battery life gets worse with every update, etc.

The author's LinkedIn profile[1] tells me that this person lives/works in Toronto, Ontario, Canada. While the issue is already fixed, for others affected with the same issue, I would suggest the small claims route. Make sure to talk with an LLM to follow the correct steps to gather and prepare evidence for your claim. If you are lucky enough to win, then you should "go nuclear" on social media (and their own forums) to share the win and the exact details about how you did it. Framework Computer will surely (1) cave and provide replacements or (2) be flooded with small claims about this issue.

[1] https://www.linkedin.com/in/guanzhong-chen/

This systemic lack of support for the product for two problems of their own making, both the original design flaw of inadequate recovery from a broken BIOS and producing a bad BIOS for some models and actually encouraging its installation, is more than alarming.

My primary concern about Framework was if they would survive so they were capable of following up on their goal of modular upgrades. That was a risk that I was willing to take.

However, that a company that targets a market segment of fairly sophisticated technologists would fail this badly on _both_ engineering and customer support is a deal killer.

Framework is not even on the shopping radar now for me.

But now I'm reconsidering. Not standing behind their own BIOS update is pretty horrible.

The kicker is that the things they were telling me to buy didn't even fix the problem. My fingerprint reader was very flakey, and after replacing it and all cabling connected to it, it still didn't work.

They then told me to buy a whole new input cover which was the wrong solution again. The issue was the touchpad, which routes the signal for the fingerprint sensor through its circuit board.

They also encouraged me heavily to update the BIOS and firmware of everything aggressively before really digging into any of the kernel messages I was seeing.

All that said, it's really hard to complain that for $50 and some waiting I was easily able to fix the problem.

Compared to replacing the battery on a MacBook pro which took me 5hrs and required complete disassembly of the chassis sans fans it was a dream.

Here's to hoping that framework does better, they do seem to take well to community feedback.

> Naturally, I reached out to Framework support, who told me to unplug the laptop, let the battery drain, and power it back on again afterwards, hoping the laptop would recover by itself. Unfortunately, it never did, and after giving Framework a bunch of information, they informed me that since my 1-year warranty has expired, I have no option but to purchase a new Framework motherboard, which will cost at least CA$500.

This is very disappointing.

  1) Framework failed in not implementing a bootloader which takes a BIOS file on a USB-Stick and flashes it w/o requiring a working BIOS/Firmware or even a CPU/RAM. Every $70 Desktop-Mainboard worth its salt has this feature.

  2) Considering 1) and that it was an official BIOS that caused the issue, Framework should repair (replacing/re-flashing the BIOS chip) for shipping fees max.

Mine is using the AI 300 chip and is presumably on the latest bios so this specifically wouldn't be a problem for me, but it doesn't fill me with future confidence either, though I suppose if you look hard enough you can find similar stories about any manufacturer

But on that last point, it's also the first laptop in a while that I had to get into to fix something. The webcam never worked. That's not a linux issue, it's just that my fw13 is a hand me down from a previous colleague who I believe borked the webcam installation. But I don't use the webcam, so I never cared. On the other hand, when I first got it, the cpu fan was emitting a constant high pitch whine. After some research I wasn't the only one affected, and the support had me do a lot of steps before sending a replacement part (which was very easy to install, but the problem should not have been there in the first place). I also had some random crashes that I was never able to debug. The mic is very meh also. I never use it in anycase with my setup but still.

But at the same time, I don't see myself switching to another laptop. Despite all, this is still the laptop that felt the most "right" to me. I do believe that Framework has to seriously step up their support and QA game. But it does feel like it's a company that is "suffering from success". They got big investment, lots of publicities in some circle and so I feel like they have to produce and sell way more computer than the rest of the business can reasonably handle. I hope it's a “necessary evil” for them to get enough customers and revenue to start being able to attract more investment and being able to invest more in the “quality” side of the biz.

EDIT: I should say, being in the E.U make it so that I have an automatic 2 year guarantee, so I didn't have to experience the whole "just buy new parts lmao"

I was using a Macbook Pro before. Went back to a Macbook Pro again. I don't want a Mac. I just can't find anything else remotely worth my money.

Then you're going to be very disappointed a lot. When HIBP first came out, I worried over each incident. These days, breaches of non-payment data are so common that I don't even bother to sign up for notifications.

When it comes to PII, we live in a de facto panopticon.

Is thinkpad really it? I wasn't wildly excited about that one either.