wtf is this woke propaganda, diversity and inclusion asian black women…….

She did great 👍

Am I the only one who sees those support emails as being generated by an LLM? Forgetting the previously taken steps is also a huge symptom of support LLM conversations.

Me watching it on my 140€ second hand laptop, that's constantly turning the fan into tornado mode, man gotta love those cheap Asus

sounds like seth is the real secret shopper and they knew it was you guys

As an IT guy of our small government organization that hates dealing with big brand laptop computer customer support nor paying lots of money for warranties, frameworks whole idea sounded like a clear win. We started with purchasing 24 framework 13's for our law enforcement departments when framework was still fairly fresh just releasing their intel 12th gen model in late 2022. Framework ensured that early 2023, they'd have business model support agreements available and we'd be able to prorate our purchase into that program. All 24 DIY model laptops arrived working perfectly but within weeks of deployment to users, common issues began to surface.

The largest issue is the USB A and C port modules decide to stop working with no apparent cause or pattern. Being that these modules seem to be basic pass-through devices with no IC chips inside of them and seem to have very secure connectivity, I have no idea why removing and reinserting a module re-enabled those ports. Talking users into removing and inserting these modules is frustrating for them as they aren't the easiest task for some, they can be finicky.

Some of these machines are used in vehicles, vehicles do get warm and cold in our region. The framework laptop handled the heat like a champ with no real issues there. If left cold and the battery bms/motherboard power management firmware sees that the battery temp is too cold for charging, the laptop simply refuses to power up. When the battery is disconnected, the laptop powers up regardless of the low temperature situation and runs well.

Occasionally, the framework laptop 12th gen simply won't power on. Removing a USB C pd cable from one side of the laptop to the other side can resolve after waiting a few minutes and it springs back to life.

One of our 24 laptops began to behave like the complaint discussed in this video with LED flashing codes unable to be found on framework's knowledge base nor the forums. Similar issues were found on the forums pertaining to motherboard mosfet failure and I believe this is what we experienced. Regardless of these motherboards having a later revised shield sticker applied to each USB C port solder joint, this framework board still died.

Upon communicating with framework about poor temperature tolerance capabilities and talking them into making firmware adjustments to simply allow the laptops to power on in cold temperatures but simply wait for the battery to warm up until allowing the battery to charge was actually heard by framework and they supplied us with a beta/custom bios release to test. Ultimately, they made big improvements in this area and it did requite a video meeting call with their teams. USB port issues were again discussed in separate video support meetings, these meetings went well and we were given RMA repair parts for our laptop with a buggy motherboard a year out of warranty. So far, framework has done a wonderful job at taking care of us and has been a far better experience than working with Dell or Lenovo. Thanks, Framework.

Nice work Natalie! You did better than I would have.

Natalie you did great, Also I had a similar screen issue (no backlight from panel) from framework getting a laptop for my brother and ended up refunded because they couldn't have it fixed before he started college (at the time they had no fix other than replace the unit and that was 3 weeks wait.) He ended up with an Asus ZenBook Pro Duo with a 3070 ti for like 50% off, he is on his second year still going strong

when can we expect different graphics modules for the laptops I want to get a framework but not really interested in the rx7700s

I never ever had any issue with framework because IT'S NOT IN MY COUNTRY AND I NEED IT (India)
While being manufactured in my neighbour country

One thing no one mentioned is phone support. Why send pictures and videos and emails over days and weeks when you could just handle it all with a single video call with a tech?
I hate dealing with any company that can't just talk to me like a human to fix the issue on the first contact with them.
Second contact is one step too many and a sign that they don't care about taking care of my issue as efficiently as possible.

She did great, very realistic! 👍

What if the person had only a mobile phone? 👎

…… this is probably my next laptop…… whoa… 7700s mobile gpu option too? Damn…. SOLD!

Very, very mixed feelings with Framework. I love my Ryzen 7040 series Framework 13, but it's the second model I bought. I originally bought a B-stock (screen defects were a non-issue for me) 11th gen i7 without knowing about the CMOS battery problem, because the problem is not documented at all on the listing page, which in of itself is negligent at best. I only stumbled across it on a forum the night I opened up the laptop. This was a deal breaker for me, so I returned it the next day, undamaged and in the original packaging. I'm still waiting for my refund over two months later after multiple back and forths with both support and RMA and multiple claims that they'll look into it and expedite the refund process. My 7040 series 13 has been perfect for my needs, and I'd love to recommend them because I believe in their mission, but over 2 months waiting for a $620 USD refund is just absurd. I was gracious because I understood the growing pains they are experiencing due to the Framework 16 role out, but I can't and won't recommend them to anyone until they get the support side of their business in shape.

Great work, Natalie! :)👏👏

lmao ridge wow a soft wallet made with leather? REVOLUTIONARY.
Secret shopping is always fun to watch

Go Natalie! She kicked butt even though she went in blind.

Linus the part that you added was in fact funny 🤙