3 ms·
I want Framework to succeed (and, in fact, had strongly considered becoming a customer) so its out of love that I say: it's this reply just as much as the origi
by pdabbadabba 5y ago
I want Framework to succeed (and, in fact, had strongly considered becoming a customer) so its out of love that I say: it's this reply just as much as the original post that convinces me never to buy a Framework laptop. OP describes numerous major issues with the laptop and calls it one of the worst purchases he has ever made (and it wasn't a small purchase) and you...direct him to an internet forum for help troubleshooting??? If I were the original poster, I'd be furious.
Given all the very positive press out there about Framework products, and the forum where this conversation is happening, I would have expected an answer more along the lines of: "your experience is unacceptable to us. Let us send you a box to return the laptop for an exchange or a full refund."
I realize that this might be more appropriate for a private communication with he customer, rather than a public HN post. Maybe you've done that. I have no way of knowing. But from what I can see, it seems like OP is being told that its on him to figure out how to fix a laptop that he just paid $1,600(?) for and that, from the sound of it, never worked properly.
I get that this product is aimed at folks who aren't afraid to get their hands dirty. But I would not have expected that to mean a customer would be relegated to the forums to address such major issues. The fact that some of your employees may help him do this on the forums is very cold comfort. It is still going to burn up a lot of the customer's time.
Edit -- Just to refine my thoughts here: it's not a bad thing that Framework has an active forum that can help a customer resolve issues like this, nor is it a bad thing to invite a customer to participate there if they want to. On the contrary: that's all to the good. At the same time, though, I'd expect a company like Framework to evince a greater sense of their own ownership of the customer's problems, rather than exclusively suggesting ways that the customer can find a fix for themselves.
- throwaway27727 5y agoI would assume that OP would have the option of returning if he so desired, without that needing to be pointed out in a public thread.
- pdabbadabba 5y agoOne would think. But, as a prospective customer, the posts on this thread give me some information about what kind of response I can expect if I have my own problems with their product. (Especially if they crop up after the close of the return window, etc.)
- deleted 5y ago[deleted]
- tw04 5y agoI'd counter with: someone complaining on HN that hasn't so much as sent an email to the manufacturer is kind of acting in bad faith. I COMPLETELY agree that a brand new laptop should work out of the box, but it's also kind of on you to let the manufacturer know so they can actually do something about it. Now you could make the argument: but a forum? They should be opening a support ticket! But that's kind of framework's go to market: an open ecosystem. Which includes troubleshooting in public so other users can see what the problem and solution is. Vs. the magic bullet being locked in some internal KB. It also would do no good to run through troubleshooting here, clogging up a thread on HN trying to solve one users issue. So - you say: immediately return the laptop! I say: nothing he's described immediately indicates a hardware problem; it mostly looks like software configuration issues. So why on earth would they replace the hardware as step 1?
- pdabbadabba 5y agoFair points. But doesn't that just mean the response should be something along the line of: "Hey, those issues sound very abnormal to us to please reach out to us here [support link] so we can fix it. If you prefer, you might also consider posting on [forum] so others can learn from this. Either way, don't worry. We'll absolutely get it sorted out." I don't mean to tell them exactly how they should communicate with their customers, but communicating some sense of ownership over the problem would have gone a long way. Of course, it's also entirely possible that I'm just not the target market for these laptops. I certainly have no problem with fixing my own tech problems as a general matter, but I wouldn't want that to be my only recourse on my daily driver. If that's just not what Framework is selling, then I'm glad they've communicated that!
- namlem 5y agoThey have a 30-day guarantee. If OP is having such severe problems, then they should return it and get a refund.