frame.work Reviews 48

Laptop never received any support or updates regarding firmware updates, making it an unsecured piece of hardware after 2 years. This nonexistent support is antithetical to their mission and promise of sustainable, easily serviced and long lasting hardware.

Poor customer support (UK)

I’ve had a support ticket open with them for months trying to sort out a crashing issue on the laptop. Even after the motherboard was replaced it continued to crash. I don’t believe they are aware of the consumer rights act and will not issue returns/refunds after 30 days even if an attempt to repair was failed.

Honestly if you want a reliable laptop, go with a proper manufacturer who will respect your rights. I believed in this company and their concept early on but now I just want to get rid of the laptop.

All their support does is respond to emails, they don’t have any remote access capabilities which means troubleshooting is a very long process.

I first heard about Frame.work when they hit the news for their first laptops. I purchased mine this summer. Overall, it's a great product. The fact that the computer is modular and at the same time is rigid. It doesn't feel cheap in the slightest. It's not the fit and finish that I would expect from a MacBook, but I don't want that. I want a laptop that I can upgrade and change over time. And to their credit, that's exactly what they delivered. It's not perfect, there are little things that they can still change, but as a person that values freedom in how I use and interact with my devices, I'm very happy.

Customer service cancelled my order against my will because I was asking too many questions about EU warranties. I don't think customer service is informed about EU consumer rights. Or alternatively, they realised precisely how informed I was and decided that they did not want an informed consumer. When asked in depth, the agent clearly didn't like being asked about the details and decided to cancel my order by force as a punishment for asking. The conversation was simply long, not rude or disrespectful.

If they couldn't provide more information, they could have simply stated so.

Horrible service for a US company that is unprepared for the EU marketplace.

Edit: After digging, they clarified a few details. They essentially are selling products from the US, so when you purchase you are importing their product, you are not purchasing within the EU. They do not mention this in any part of the purchase flow, it is never explicitly stated. What this allows them to do is skip many of the EU Consumer rights and deny warranties and service on their own lesser terms. This is a completely deceptive practice which shows they are not ready for the EU market (but know it well enough to avoid its laws). Buy at your own risk.

I was intrigued by the concept of a laptop designed from the beginning to be user upgradeable. I ordered the DIY model to get an idea of what it would be like to upgrade when the time comes. Assembly was more straightforward than anticipated and much more manageable than other laptops. The OS load and driver updates were simple and well documented through the website. The implementation of the interchangeable ports is excellent. I can swap card locations and types as needed.