frame.work Opiniões 

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.

The only laptop thats not Sh!t, most laptops one thing breaks(and it will, laptops are complex, something is gonna give) you throw the whole device out.
Not with the framework, you own this device, take it apart , put it back together, if something breaks just replace the one part.
Buying something is voting for the product with your money, you could buy a anti right to repair laptop or you could support something that will allow you to have a device for years to come.
Less waste is better for everyone thats why I love my framework.

Laptop never received any support or updates regarding firmware updates, making it an unsecured piece of hardware after 2 years. This nonexistent support is antithetical to their mission and promise of sustainable, easily serviced and long lasting hardware.

Poor customer support (UK)

I’ve had a support ticket open with them for months trying to sort out a crashing issue on the laptop. Even after the motherboard was replaced it continued to crash. I don’t believe they are aware of the consumer rights act and will not issue returns/refunds after 30 days even if an attempt to repair was failed.

Honestly if you want a reliable laptop, go with a proper manufacturer who will respect your rights. I believed in this company and their concept early on but now I just want to get rid of the laptop.

All their support does is respond to emails, they don’t have any remote access capabilities which means troubleshooting is a very long process.

I first heard about Frame.work when they hit the news for their first laptops. I purchased mine this summer. Overall, it's a great product. The fact that the computer is modular and at the same time is rigid. It doesn't feel cheap in the slightest. It's not the fit and finish that I would expect from a MacBook, but I don't want that. I want a laptop that I can upgrade and change over time. And to their credit, that's exactly what they delivered. It's not perfect, there are little things that they can still change, but as a person that values freedom in how I use and interact with my devices, I'm very happy.

Customer service cancelled my order against my will because I was asking too many questions about EU warranties. I don't think customer service is informed about EU consumer rights. Or alternatively, they realised precisely how informed I was and decided that they did not want an informed consumer. When asked in depth, the agent clearly didn't like being asked about the details and decided to cancel my order by force as a punishment for asking. The conversation was simply long, not rude or disrespectful.

If they couldn't provide more information, they could have simply stated so.

Horrible service for a US company that is unprepared for the EU marketplace.

Edit: After digging, they clarified a few details. They essentially are selling products from the US, so when you purchase you are importing their product, you are not purchasing within the EU. They do not mention this in any part of the purchase flow, it is never explicitly stated. What this allows them to do is skip many of the EU Consumer rights and deny warranties and service on their own lesser terms. This is a completely deceptive practice which shows they are not ready for the EU market (but know it well enough to avoid its laws). Buy at your own risk.

I was intrigued by the concept of a laptop designed from the beginning to be user upgradeable. I ordered the DIY model to get an idea of what it would be like to upgrade when the time comes. Assembly was more straightforward than anticipated and much more manageable than other laptops. The OS load and driver updates were simple and well documented through the website. The implementation of the interchangeable ports is excellent. I can swap card locations and types as needed.