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The original was posted on /r/framework by /u/zarcha on 2024-11-11 20:39:25+00:00.

So I’ve had my framework for around 4 months now and on the oct 31st my laptop just stopped working all together (though the side lights did show life) after using it the night before. I went through all the normal trouble shooting of checking battery, charging, memory, hdd, connection, bios reset, smell, taste, etc and nothing worked.

Having just watched the LTT video recently and seeing some posts about long delays with responses I was a bit worried about contacting support and being without a laptop for awhile. BUUUUUUUT, i got to say, the support was very responsive and i only needed to repeat myself a couple times even when they got down to throwing crap at the wall hoping it stuck. I had already had 4 back and forth emails by end of the night on the 31st (emailed them at 3:40pm last email from them around 11pm). With more exchanges through the weekend they had decided i needed a new mainboard and shipped it out 7 days after the first email and arriving today 11 days after it first happened. Wonderfully it resolved my issue and everything is working as normal now.

While it sucked being without a laptop (which is my daily driver) I can say it was faster than a lot of support from other companies in the tech scene.