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!