frame.work Avis 49

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.

Don't order anything from Framework.

If ANYTHING goes wrong during the order/delivery process you have 2 choices :

1) Cancel and then do a chargeback/section 75 as refunds need to be chased (repeatedly);
2) Wait for months in the hope their vapourware turns up - and is actually the right order.

Its important to note that Framework have no visibility of any part of the ordering process other than billing.

They won't be able to tell you if there's a problem with your order (parts out of stock) as they don't have that data. They won't be able to tell you if there's a problem with shipping as they don't have that data.

In short you give them your money and hope something turns up sometime.

Don't waste your time with these muppets, its strictly amateur hour with support.

But from someone reputable and honest.

It was great for a while, while the laptop still worked. After about 18 months it just didn't want to boot up one morning.

No bootdisk found it said. I had it recovered and a version of Windows 11 installed. However as I had paid for it to be pre-built with Windows 11 Pro, I thought I would contact support and get the Windows product key.

That's when the problem started. Support at this company really sxcks, as in its bad!! After a couple of days getting the run around and still no product key. I scrapped the PC and bought a decent one from a reputable manufacturer. Expensive lesson, but never mind.

Advise for the wary, stay away from this crowd, innovative they may be and expensive they are, but when it comes to what matters i.e. support they just cannot quite seem to manage anything meaningful

Iain

Repairable and up-gradable laptops with good support for linux. This is what I've been wanting for decades.

The frame.work 12 is the perfect size for me.

Amazing laptops, amazing company, amazing customer service and great for the environment. quick shipping as well and the perfect for linux.

They still have a lot to improve.
I paid for a laptop on 18 July (with delivery estimated at approximately one week), and later I noticed that my laptop had a 1st generation keyboard, so I wanted a 2nd generation keyboard and it wasn't possible to modify my order (my idea was to be all sent in the same parcel). But the system didn't allow it, so I had to order it separately (and pay the shipping costs).

Six days later I received an email saying that they didn't have my laptop in stock and that delivery would be delayed by one month. The keyboard arrived without any problems, but after the bad news about the delay with the laptop, I had to cancel everything. At the end, I lost a month of my time, I lost the money for the shipping costs, and I don't have a laptop.

It's a shame, it was my first purchase with them, thinking that since they started the project in 2020 they would have gained enough maturity, but it seems that they are still in their teething stages with struggles in stock management, deliveries, repairs, quality control, etc.

I have to admit that the customer support team has been very helpful and always kept me informed of the status, although they apologized for the delays. It is appreciated that they at least invest in a team that keeps in touch with their customers, but I hope that in the future other areas of their company will improve because at the moment they are far from deserving 5 stars.

*Edit - 20/10/2025
I gave them another chance an ordered a Framework Desktop. This time everything run smoothly and I got my new computer in the deliver time expected.
Still I can't give them 5 stars because the Framework Desktop has a problem with the PSU. It is somewhat noisy at random 5-minute intervals. It appears that several users are experiencing the same problem, and at the moment there is no solution except to replace it (but that does not solve anything because the new PSU has the same noise).

This compter last forever

A modular laptop with the best ai processors and a great keyboard is my dream laptop and when the company behind it is the upmost honest and ethical team in hardware I only have one thing to say.

Buy a framework laptop, trust me.