Strange, my experience with Framework support was: 1. Tell them the part was broken. 2. Send them a photo of the broken part and serial number at their request

Strange, my experience with Framework support was: 1. Tell them the part was broken. 2. Send them a photo of the broken part and serial number at their request. 3. The replacement was on its way. Perhaps they're a bit miserly with more expensive components like the mainboard.