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I'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

by tw04 5y ago

I'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 ago
Fair 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!

by tw04 5y ago

pdabbadabba 5y ago

Fair 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!