frame.work Opiniões 

I purchased one unit for testing, then tried to establish a business relationship in order to buy 50-75 units per year. Despite submitting a form and multiple follow ups via their web chat, it is impossible to get anyone to even talk to us.
Their mission is cool and so is their hardware, but this company is not ready to do business with another business.

Framework is a company built on good intentions and good ideas. Computers that are easy to repair and upgrade, designed not for throwaway consumerism but for a more considered, sustained approach to tech? Brilliant, right?
Except, when clever design is accompanied by poor reliability and shoddy components, things look less shiny. Add the worst customer service in the world, and you set yourself up for regrets and pain when buying from Framework.
I have bought two computers from them: a Framework 13 laptop and a Framework desktop. Both were faulty within the warranty period. Both times, I ended up spending money to solve problems rather than continue endlessly in infinite loops with customer service staff who were not in the least bit interested in replacing the faulty parts.
The laptop had a weird problem right from the start. At irregular intervals, sometimes within minutes of switching it on, sometimes after hours of sustained use, there would be an audible crack and it would switch off. I suspected some kind of short-circuit. From the behaviour, I was sure this was an issue with the mainboard, but unfortunately, the problem was intermittent and unpredictable. I could not identify any pattern to it - but it would cost me work, switching off without notice as it did. I contacted customer support, but because the problem was not a simple binary matter of it being completely broken, nor completely working, and because it occurred at unreliable intervals, they offered no help. No replacement part, no solution, just endless loops of asking questions. Eventually, I gave up trying to get the warranty honoured. I assumed as a small company maybe Framework was too cash-strapped to offer decent customer service and replace parts that are semi-faulty. When I eventually bought a replacement mainboard and put it in the laptop, the problem went away.
Fast-forward a few years and I decide, against my better judgment, to give them another go and buy a desktop. Aside from some incredibly frustrating customer service impotence when it came to the delivery of the computer, all seemed initially ok. 11 months later, the power supply unit broke. A cracking noise, then darkness. The computer would not start, the power button did nothing, the power supply unit was clearly and obviously on the fritz. It was about as binary and obvious a "broken parts" issue as is possible. I contacted Customer Support, asking for a replacement, as the computer was still under warranty. Once again, endless "troubleshooting" loops and questions ensued. It became clear that Framework Customer Support have a policy of either not trusting their customers at all (not sure whether they assume stupidity or dishonesty), or of simply trying to avoid honoring any warranty. After an entire week of email to and fro-ing, I had enough. Constant "troubleshooting" questions, requests for photos and video evidence, and repetition, proved beyond any doubt that Framework does not want to fix their products. They want you to spend money fixing them, but certainly not fix a broken part on their dime, warranty or not. Your time is of no value to them - the longer your computer is unusable, the more likely you will stop asking them to send a replacement part.
So I bought a power supply unit from them (teeth-grindingly), installed it, and now the computer works. Lo and behold, replacing the obviously faulty part solved the problem.
The moral of the story: If you can answer "yes" to all of the following questions, buying from Framework might be the right choice:
1) Do you want to buy hardware cleverly designed to be repairable?
2) Is it OK if the components in your computer are shoddy and unreliable, so that you will be very likely to have to make use of that repairability? (Look at the other reviews on Trustpilot: apparently, Framework sells mostly faulty computers and bricks them with firmware updates eventually)
3) Is it OK for your computer to suffer many days and weeks of downtime while Customer Support treats you like an idiot and a thief if you want a replacement part during the warranty period?
4) Can you afford to write off the money spent on Framework products entirely?
If your answer to any of the above questions is "no", then you should avoid Framework and buy your computers from some other manufacturer - ideally one where, if things go wrong, they have a record of being helpful.

I will do my best to not trigger the special snowflake systems: in an effort to save money the company picked an unreliable shipping service which employs people not sutiable for the job they’re performing. Thus causing unnecessary shipping delays . The company should strive to pick better their delivery partners

My company ordered a Framework 13" with an AMD CPU in the spring of 2023.

Within about a year, the screen had an internal short circuit. A few searches in the Internet revealed that many of Framework's laptops delivered in the same period had the same issue.

We bought a new screen, which was just something like 200 USD.

More lately, the laptop suggested to have its BIOS upgraded. Unfortunately, the latest BIOS from Framework bricks the 13" AMD motherboards. Framework has known about this issue for more than a month now, but they still pushes this bad BIOS to its customers.

Framework's response? "Purchase a new motherboard from us!" They refuse to pull the BIOS, making it look like they intentionally brick people's laptops!

We now move away from Framework. Too bad, the "right to repair" is a great concept. But "we brick your laptops to sell you a new motherboard" is to bring that repair principle a tad too far.

This company does not deserve its success. This company took my sister's money via theft by deception. She ordered a brand new laptop from them and asked for 32 gigs of RAM. Out of nowhere they say they cannot do 32 gigs, downgrade her to 16 gigs, then upcharge for the 16 despite the fact she already paid an agreed upon price. This company is run by a thief. They're garbage, just more money hungry weirdos. Next step is probably gonna be hiring a lawyer to go deal with them. Refrain from doing any business with Framework.

At checkout, we did not see an option to require a signature for delivery. Because many companies automatically require signatures when shipping expensive electronics (due to obvious and foreseeable risk of loss or theft) we assumed Framework did the same.

Unfortunately, the computer was marked as delivered even though it was nowhere to be found. Only then did we realize that Framework had shipped it without a signature requirement. After considerable time and effort, we located the package at a random doorstep in another neighborhood, luckily before the resident brought it inside.

We were fortunate to recover the computer, but the experience caused significant stress and could easily have resulted in the loss of an expensive item. Unless Framework changes its shipping procedures—or clearly confirms on its website that computers will require a signature—I recommend that customers exercise caution when ordering.

Fantastic company, fantastic mission and fantastic products.

Delivery came really quickly, eco friendly packaging. Computer is excellent and now I can finally repair and upgrade my laptop, hopefully I won't buy another computer again!

Customer support is also incredible, they have a very relaxed return policy. A month after buying the computer it went on offer for £100 cheaper. I contacted customer support and asked if instead of sending the computer back and reordering it for the cheaper price they could refund me the difference. I woke up the next day with £100 refunded to my account. It feels like a company that truly cares about the customers and environment, I hope it doesn't change!

I was an early adopter of the Framework 16 laptop and I want to start by saying I love the repairability and ease of changing out ports and other parts on the laptop.

That being said, support is abysmal, updates are slow to nonexistent, and the device has lots of problems that likely will never be fixed. The D key on the keyboard dies constantly - even having replaced it. Now I'm on the hook to pay $70 per replacement, and others are having this issue as well. Even though it's a known issue, there's no additional help from Framework aside from "just keep buying new ones." Not a good look for a company that tries to be the sustainable option.

Additionally, BIOS updates to fix things are slow and have introduced more breakages than they've fixed. They apparently also stated that they're never going to add features to a BIOS once it's been released, which also directly contradicts the stated mission of being a long-lasting device.

All in all, I can't recommend them based on the company directives and treatment of customers alone, which hurts.

Laptop 13 delivered as expected. I initially pre-ordered a laptop 12, but decided to cancel in order to buy immediately the 13. This change process was easy.

This company has the most ridiculous cancellation policy I have ever experienced. Even though my order is delayed to ship for over 10 days they are saying I cannot cancel it. On further reading they apparently have a shipping system that is essentially terrible and unable to cancel orders after they take your payment.

I wouldn't touch this company with a 100m barge pole. Absolutely ridiculous if they can't design a system that can do something like this. What chance does their laptop have?

This is the most honest and selfless company I’ve ever purchased from. They were quick to respond to my email when I asked about obtaining an out of stock part for recommended 3rd party companies for my out of warranty laptop.

They replaced and ship the part at no extra cost.

10/10, tons of respect for these guys going above and beyond when they didn’t have to.

My son purchased a Framework Laptop 16 from Framework while he is in high school, expecting to use it throughout college. Just over one year after purchase, the mainboard failed completely, rendering the laptop unusable.

We contacted customer support and were told that because the failure occurred slightly beyond the one year warranty period, it was not covered. No goodwill repair or alternative solution was offered. As a result, I had to purchase a replacement mainboard out of pocket.

A mainboard is a critical component, and for it to fail so soon is extremely disappointing, especially for a company that promotes sustainability and long term repairability. I have owned many laptops over the years, and none have had such a short lifespan. Even my Lenovo T460, which is over ten years old, is still working.

This experience has significantly reduced our confidence in the product quality.

Terrible customer service
Cannot log into my account and they keep sending me the same link to log into with and saying, I’m logging into the wrong link brand new computer, no resolution after 10 messages

I have had two support experiences with my Framework 13. While this is two too many, I do get that sometimes you get unlucky and that Framework is a very new company.

That being said, both of my experiences interacting with customer support were amazing. Both my issues were hardware problems, the first with an incorrectly placed magnet and the second with a faulty screen.

Both times, I had a quick email chat with support and they asked for some simple troubleshooting steps and some pictures. After that, they simply shipped me replacement components for the defective ones. Since none of my issues prevented me from using my laptop entirely, this was revolutionary! No need to send my laptop away for repair, no need to bring out my old, sluggish laptop while i waited. Both times, the repair took less than half an hour.

10/10 would buy again, but hopefully a laptop without issues this time.

After convincing our IT department to give them a chance and buy 5 machine from them for us as a pilot test, I regret my decision with every fiber of my being.

This company is all about hype, cult following and influencers "reviews". when you actually need support you will get none.

not a single one of the 5 machines actually lasted 2 years.
Here are some of the issues we experienced:
- dead mainboard (intel 12th gen)
- bulged battery
- half dead (blank) screen
- loose hinges, the screen just flops open 180 degrees
- usb c ports detatching from the PCB in some of the extension modules
- driver issues and memory leaks (AMD)
- distorted speakers and Chassis vibration from the speakers

When I reached them to ask for the meaning of flashing LEDs on the dead motherboard, they refused to even provide that info without proof of purchase! Talk about customer satisfaction!

I bought a framework 13 laptop couple of months ago, it was working fine until this Monday where it refused to boot into any OS.
I reached out to support and give them details of the config it died with and a replacement SSD and RAM i tried with from another laptop.

A lot of back and forth and videos of it really not working with following the guide of the support ,the laptop is now bricked in a state where it no longer lights up the monitor so i cannot reach even the BIOS.

Now they wrote me to try another RAM module because the module i tried -inserting the replacement SSD specs- have known issues with the laptop...

At this point i lost all hope in this company.
Shame because I loved the concept , but will try to salvage what i can and force them to accept the warranty claims and switch to a different laptop maker.

the only things we have to.

It's great to see (tech) products that are designed for repairability, long-term use and not as throwaway devices with artificially shortened inbuilt product lives. Kudos for that. Happy to pay more for such products (within reason).
On the other hand, everything else about Framework is disappointing or infuriating. I have bought two computers from Framework by now - a laptop and the desktop PC. The laptop (a build your own kit) had troubles from the start. It was very obviously a hardware / motherboard issue: the computer would start up, but randomly switch off, usually accompanied by a sound that seemes more like an electric spark than anything else. Contacting Framework Customer Support was pointless - they make one suggestion after another that avoids replacing the faulty part or honoring the warranty, all without any success, since it was clearly a faulty part issue. Eventually, I bit the bullet and bought a new motherboard, upgrading the laptop in the process. While upgrading the laptop and replacing the faulty part resulted in a laptop that works reliably, the fiddly work and my less than nimble fingers resulted in some damages - the web cam cable connection is now broken. At least the web cam is easily replaced by using an external USB one. Meanwhile, the replacement motherboard cost as much as an entire laptop from other manufacturers, so buying a Framework computer and upgrading it only makes sense if you value sustainability more than money (which, admittedly, I do, but which will probably prevent Framework from ever achieving mass market success).
So, fast forward a few years, and as a result of Windows 10 support ending, I was looking for a replacement for my desktop. Coincidentally, Framework announced its first (mini-)desktop. After previous experiences, I was not initially inclined to buy from them - and, for a supposedly sustainable company, they have some idiotic features on the computer (decorative plastic patches) which you cannot opt out of (without buying at least 18 of the plastic panels that serve no purpose, you cannot order the PC at all). However, the Framework PC has a unique selling point at the moment: it uses a high performance processor optimised for AI, promising a more energy efficient solution than other "AI-ready" PCs (which rely on using graphics cards chips for AI applications, at significantly higher energy costs). So, despite my doubts, I ordered from Framework once again. Fortunately, the PC works well. However, the pre-ordering and shipping process was terrible. Ordering a product that will arrive 6-9 months later is never convenient, but Framework is terrible when the shipping time arrives. As soon as the "your card is being charged now" email arrived, I contacted Customer Support to let them know that I was away from home and that shipment should be delayed for a couple of weeks. (The email encouraged customers to get in touch if they have questions). Customer Support responded "Unfortunately, we can't delay your pre-order processing, and if you need to delay the shipment for an extended period of time, the only option is to cancel and re-order at a later date" (which would result in having to wait another 6 months or so). They asked "In the meantime, could you please confirm whether someone will be available at your shipping address to receive the package during the expected delivery window?" which I responded to, confirming that no one would be there to receive the package. As I wasn't asking for shipping to be delayed by "an extended period of time" but merely two weeks, I hoped this might still be possible, but the next response from Customer Service arrived after they had shipped the PC, using FedEx. They then suggested "you can manage the shipment via FedEx Delivery Manager so you can set up delivery arrangements" - which is not possible outside the USA. I registered with FedEx and tried everything possible, but there was no possibility of changing the delivery. FedEx simply dumped the parcel with a computer costing thousands of euros in the doorway of the apartment building. (Had Framework used regular mail, the parcel would have been held at the depot, as I had pre-arranged holiday absence holding of all deliveries, but using FedEx made this impossible).
So, Customer Support was not just slow, ineffective, but actively useless, suggesting solutions that only work in their home country.
I still believe the approach to product design Framework takes is worthwhile and, if quality control worked / they honored their warranty, I'd recommend buying from them. However, with useless Customer Support and badly designed logistics, you'll have to be very patient and financially resilient to take the risk, at the moment.

Framework stole my money and is deliberately blocking my computer for 3 weeks. They banned me from their from, ban my posts from reddit and don't reply to support email they are thieves!!

I bought the top end spec about a year ago. When it’s not having technical issues, it’s a good machine. But I have had nonstop issues since I bought it. Charger stopped working, one of the keys died, the machine overheats at night for no reason. As much as I have enjoy having the flexibility to play higher end games on the go, I regret the purchase. I almost considered getting the desktop but after the back to back issues I would advise against it. As others have stated, support is lackluster. They are responsive but not motivated to resolve issues systematically.