Re:Framework Laptop with Ubuntu Review
by pdabbadabba on Wednesday January 05, 2022 @04:18PM
(#29815057)
Fair points. But doesn't that just mean the response should be something along the line of: "Hey, those issues sound very abnormal to us to please reach out to us here [support link] so we can fix it. If you prefer, you might also consider posting on [forum] so others can learn from this. Either way, don't worry. We'll absolutely get it sorted out."
I don't mean to tell them exactly how they should communicate with their customers, but communicating some sense of ownership over the problem would have gone a long way.
Of course, it's also entirely possible that I'm just not the target market for these laptops. I certainly have no problem with fixing my own tech problems as a general matter, but I wouldn't want that to be my only recourse on my daily driver. If that's just not what Framework is selling, then I'm glad they've communicated that!
But that's kind of framework's go to market: an open ecosystem. Which includes troubleshooting in public so other users can see what the problem and solution is. Vs. the magic bullet being locked in some internal KB. It also would do no good to run through troubleshooting here, clogging up a thread on HN trying to solve one users issue.
So - you say: immediately return the laptop! I say: nothing he's described immediately indicates a hardware problem; it mostly looks like software configuration issues. So why on earth would they replace the hardware as step 1?