[ochoseis]

> On the whole Framework handled the issue well, there was no permanent fix without soldering or replacing the board. The company was upfront, provided support, a replacement battery, and even published a how-to on modifying the mainboard after the fact.

IMHO, handling it well would mean recalling and replacing the defective mainboards (so long as they’re in warranty). They must have a ton of brand equity / good will if customers are that willing to roll up their sleeves.

[spartanatreyu]

> IMHO, handling it well would mean recalling and replacing the defective mainboards (so long as they’re in warranty).

Just remember, this flaw was on the one model right at the start of the company. Recalling the boards at that point (where the company probably wasn't making a profit yet) could have killed the company. Definitely not worth doing.

But short of a total recall, they did the next best thing. They released detailed instructions on how to repair a laptop while having the schematics for the laptop be open, and going out of their way to design the laptop in such a way to make repair as easy as possible, and said that self repairs would not affect any warrantees.

No other laptop manufacturer would have done that.

That's why they are seen as good in the community's eyes.

[baby_souffle]

> > IMHO, handling it well would mean recalling and replacing the defective mainboards (so long as they’re in warranty).

> No other laptop manufacturer would have done that. > That's why they are seen as good in the community's eyes.

Yep.

We're not aiming for _perfect_ here. Framework just has to be better than the abysmally low bar set by (almost) every other laptop maker.

[Aeolun]

If someone gave me the option between soldering it myself and having it repaired, I’d for for soldering too. I can do that right now, while getting it repaired means sending it back and forth.

[tomrod]

Their help process included me taking several pictures and descriptions of wonky behavior for when graphics were glitching.

Which was fine at the time, but would have preferred to just RMA the unit so I would have a working unit (we purchased to test for business use).