WEBVTT 00:00:00.000 --> 00:00:04.480 Have you ever done this? Recommended a product to someone? Only for them to come back and tell you 00:00:04.480 --> 00:00:08.440 the whole thing was a nightmare? It is the worst feeling. 00:00:08.440 --> 00:00:14.720 It's even worse when you recommended that same product to, I don't know, a few million other people. 00:00:14.720 --> 00:00:18.440 So when this email hit my inbox, I was freaking out. 00:00:18.440 --> 00:00:23.440 Not only does Buddy say he's got a broken laptop, which, I mean, that happens from time to time. 00:00:23.440 --> 00:00:27.320 DOA happens. But then he goes into his awful experience 00:00:27.320 --> 00:00:32.240 with the framework's customer support. Now, my first instinct was to run to my computer 00:00:32.240 --> 00:00:36.160 and send an email to the CEO demanding that he helped this customer. 00:00:36.160 --> 00:00:39.560 But then I thought, if one person is having this problem, 00:00:39.560 --> 00:00:44.320 there could be hundreds or even thousands. And if something's rotten over at framework, 00:00:44.320 --> 00:00:48.360 putting a band-aid on this one complaint isn't going to solve it. 00:00:48.360 --> 00:00:53.280 So I took matters into my own hands, or rather someone else's hands, 00:00:53.280 --> 00:00:57.800 deploying a crack team to go undercover and secret shop framework. 00:00:57.800 --> 00:01:01.600 And spoiler alert, things didn't get off to a perfect start 00:01:01.600 --> 00:01:07.880 with one of our two machines arriving with a factory defect, which I guess is good 00:01:07.880 --> 00:01:12.000 because it gives us an opportunity to put their customer service to the test. 00:01:12.000 --> 00:01:16.640 The stakes really couldn't be higher here. As some of you may remember from my investment disclosure, 00:01:16.640 --> 00:01:21.720 I said that if framework doesn't uphold the promises and commitments they made to me and our community, 00:01:21.720 --> 00:01:26.120 my breakup with them will be swift, absolute, and in public. 00:01:27.800 --> 00:01:38.120 Let's start this off by taking a closer look at the email 00:01:38.120 --> 00:01:43.560 that kicked off this whole investigation. After Seth received his DIY framework 13 00:01:43.560 --> 00:01:47.600 and installed his own RAM and SSD, he was having issues getting it to post. 00:01:47.600 --> 00:01:51.320 He reached out to support and was frustrated to say the least 00:01:51.320 --> 00:01:57.360 when it took seven days to receive a response that wasn't automated and adding insult to injury, 00:01:57.400 --> 00:02:01.400 they asked him to try troubleshooting steps that he already said he tried. 00:02:01.400 --> 00:02:05.000 First thought then, seven days is a really long time 00:02:05.000 --> 00:02:08.840 to sit there with a fancy new, not to mention expensive paperweight, 00:02:08.840 --> 00:02:12.080 but hopefully it's an outlier. 00:02:12.080 --> 00:02:16.880 To find out, we attempted to recreate his situation by ordering the exact same laptop 00:02:16.880 --> 00:02:22.640 opting to bring our own RAM and SSD. But since one laptop, it's not a very large sample size, 00:02:22.640 --> 00:02:28.960 we decided to double it, placing a separate order several months later for a prebuilt Framework 16. 00:02:28.960 --> 00:02:32.480 Fulfillment for both of them was what I would describe as solid. 00:02:32.480 --> 00:02:37.440 We ordered the DIY 13 way back in March, six days later, landed on our doorstep. 00:02:37.440 --> 00:02:43.360 Not bad, considering it came from the other side of the world. As for the Framework 16, same story, except in July, 00:02:43.360 --> 00:02:48.840 and it arrived on a different doorstep. We wanted to make sure that if we had to open support tickets 00:02:48.840 --> 00:02:54.080 for both machines, that they would not be coming from the same person or from the same address. 00:02:54.080 --> 00:02:58.000 Now we'll get to supporting a bit, but first, one of Framework's main attractions 00:02:58.000 --> 00:03:03.520 is that they provide resources that assist the user with repairs and the maintenance of their device. 00:03:03.520 --> 00:03:07.360 So, rather than just have me build the DIY edition, 00:03:07.360 --> 00:03:10.960 again, we recruited Natalie from our LTT Store team. 00:03:10.960 --> 00:03:15.600 She knows enough about tech to be interested in it, but hasn't spent literal days with her head 00:03:15.600 --> 00:03:20.400 inside a computer. Let's see how she did. All right, what is this? 00:03:20.400 --> 00:03:26.120 Cool, okay, oh wow, stickers. It's actually pretty enjoyable watching people's 00:03:26.120 --> 00:03:31.680 real, not overblown YouTuber reaction. Whoa, stickers, wow, I can't believe. 00:03:31.680 --> 00:03:34.880 This is what a normal person looks like when they're reacting to stickers. 00:03:34.880 --> 00:03:40.280 You can tell she's being like super careful with everything. Yeah, but that's the way that a real customer would be. 00:03:40.280 --> 00:03:45.000 100%. People often get after me about the way that I'm like, yeah, I don't know, I'll be okay. 00:03:45.000 --> 00:03:49.240 Yeah, someone also pick up these boxes. A lot of the time it is me after the shoot, 00:03:49.240 --> 00:03:52.320 but yeah, I like the quick pace, you know? 100%. 00:03:52.680 --> 00:03:55.200 She likes to work in computer at the end. 00:03:56.200 --> 00:04:00.360 Packaging is not that great to open. 00:04:00.360 --> 00:04:05.400 Oh, sick burn on the packaging. I do like this paper, very, 00:04:05.400 --> 00:04:09.600 I don't know how protective it is, but very nice and clean. 00:04:09.600 --> 00:04:12.640 I gave her basically nothing going into this. Cool. 00:04:12.640 --> 00:04:16.800 I told her that you're building a laptop, you can use as many guides as you would like, 00:04:16.800 --> 00:04:22.520 which is from Frameworks website. That's pretty cool. This is representative of pretty much a worst case scenario 00:04:22.520 --> 00:04:27.480 in terms of how informed she would be, because if she'd actually placed the order herself, 00:04:27.480 --> 00:04:31.320 she would have maybe read the product page, but she's going an even fresher. 00:04:31.320 --> 00:04:36.280 Yeah, which is important to keep in mind. She's under a lot of pressure doing something brand new 00:04:36.280 --> 00:04:40.160 for her and something she's never done and trying to be camera presentable. 00:04:40.160 --> 00:04:44.360 So please like the video and leave a nice comment for Natalie, because she did great in all honesty. 00:04:44.360 --> 00:04:45.880 Yeah, she's our prince. 00:04:47.520 --> 00:04:51.200 She's going in fresh. Oh, Bel Air. 00:04:53.200 --> 00:04:58.200 All right. Set up, upgrade and repair guides, view all guides. 00:04:58.200 --> 00:05:02.200 So they had a QR code that she was able to scan. Let's start with step one, yes. 00:05:02.200 --> 00:05:05.200 Unbox your Framework laptop, don't power it on just yet. 00:05:05.200 --> 00:05:10.200 You'll need to install some modules. I will open it from the packaging first then. 00:05:10.200 --> 00:05:12.200 Framework laptop, wow. 00:05:14.200 --> 00:05:16.200 So excited, Natalie. 00:05:17.200 --> 00:05:20.200 Locate the Framework screwdriver in the package underneath, yep. 00:05:20.200 --> 00:05:23.200 It's the only tool you'll need to assemble 00:05:23.200 --> 00:05:27.200 the Framework laptop DIY edition. Okay, let's see if that's true. 00:05:27.200 --> 00:05:30.200 That is pretty cool that you only need one tool to build it. 00:05:30.200 --> 00:05:33.200 And they give it to you. And this is actually where I noticed the first issue 00:05:33.200 --> 00:05:38.200 with Framework's guides here. It had the QR code in the box and she scanned it 00:05:38.200 --> 00:05:44.200 and it took her to that website there. It didn't take her to the direct link for her specific SKU. 00:05:45.200 --> 00:05:48.200 I think that's something they could improve. Yes. 00:05:48.200 --> 00:05:54.200 So she has the AMD version. Yes. Step four, insert the DDR5 memory module. 00:05:54.200 --> 00:05:58.200 So you lift open the flap, there's two slots. 00:05:58.200 --> 00:06:01.200 It's cool that they have videos in the guide. Not just pictures, that's sick. 00:06:01.200 --> 00:06:04.200 Yeah, according to the video. And one thing I did confirm is the QR codes 00:06:04.200 --> 00:06:10.200 on the individual items themselves do take you to like those specific instructions. 00:06:10.200 --> 00:06:13.200 So for the RAM or whatever. Right, so everything else was right. 00:06:13.200 --> 00:06:18.200 Except the very first one. Which is the one that they shove in your face when you open it. 00:06:18.200 --> 00:06:20.200 There we go, first RAM stick. 00:06:22.200 --> 00:06:26.200 Doesn't look like she got it in quite. A little more in might help. 00:06:26.200 --> 00:06:30.200 I do think that video could be better. I think they could show that you have to 00:06:30.200 --> 00:06:34.200 like slide it in a little harder. One thing I think that's tough about the video too 00:06:34.200 --> 00:06:37.200 is that like overlay of like the back 10, forward 10 and play 00:06:37.200 --> 00:06:41.200 stays open in that tiny window and it darkens the whole screen. 00:06:41.200 --> 00:06:44.200 So it's like a little annoying. You can see her several times. 00:06:44.200 --> 00:06:47.200 She tries to like tap away so that it like goes away. 00:06:47.200 --> 00:06:50.200 And then there's the click. Okay, she gets it. 00:06:50.200 --> 00:06:54.200 Yep. Nice. Using the T5 bit in the frame. 00:06:54.200 --> 00:06:57.200 Oh, I need my handy tool. 00:06:57.200 --> 00:07:00.200 Unscrew the fastener. She works for Creator Warehouse. 00:07:00.200 --> 00:07:04.200 Natalie, you can say screwdriver. It's not a competing product. 00:07:04.200 --> 00:07:07.200 Yet. Do you think that screwdriver is better than LTT stores? 00:07:07.200 --> 00:07:11.200 How dare you? Oh, the LTT screwdriver all the way. 00:07:11.200 --> 00:07:14.200 Yeah, she knows what's up. I was just asking you. She knows what's up. 00:07:14.200 --> 00:07:17.200 It was a non-bias question. Trader. I... 00:07:17.200 --> 00:07:22.200 Speaking of bias actually, this is probably a good time to ask like 00:07:22.200 --> 00:07:26.200 how I can evaluate something like framework when I've invested in them. 00:07:29.200 --> 00:07:32.200 Oh, how can you fairly evaluate something like framework 00:07:32.200 --> 00:07:37.200 when you have invested in them? Elijah, what's your problem? 00:07:37.200 --> 00:07:42.200 You manage the project. You know that I didn't do anything but green light it 00:07:42.200 --> 00:07:48.200 and film it. Well, and add this super awkward interaction. 00:07:48.200 --> 00:07:51.200 This is a really awkward way of telling them. Yeah. 00:07:51.200 --> 00:07:54.200 I added this part. I thought it was funny. 00:07:54.200 --> 00:07:57.200 That is not magnetic. Can I hold the screw in? 00:07:57.200 --> 00:07:59.200 Yeah, what is this? Throw shade. 00:08:01.200 --> 00:08:04.200 All right, step five done. There you go. 00:08:04.200 --> 00:08:07.200 Take that framework. I would honestly call those like the easiest steps 00:08:07.200 --> 00:08:11.200 of a laptop because you can do that with even some pre-builds already. 00:08:11.200 --> 00:08:14.200 Well, the challenge is getting that thing open. 00:08:14.200 --> 00:08:20.200 Sure. In a lot of cases. Yeah, it's really easy when it's easy to open up the machine. 00:08:20.200 --> 00:08:24.200 Install the touchpad cable. Assuming it's... 00:08:24.200 --> 00:08:29.200 this. Well, the picture, the picture doesn't really match. 00:08:29.200 --> 00:08:34.200 That's a really good point. Make sure the touchpad side of the touchpad cable 00:08:34.200 --> 00:08:37.200 is fully inserted here. 00:08:37.200 --> 00:08:40.200 So this is one of those things where it comes inserted already. 00:08:40.200 --> 00:08:43.200 But they actually give a step eight just in case. Right. 00:08:43.200 --> 00:08:47.200 Make sure you double check this. Yeah, it'd be nice if they said it is pre-attached. 00:08:47.200 --> 00:08:50.200 Yeah. But it could come loose in shipping. Tell me why. 00:08:50.200 --> 00:08:54.200 Yeah, so it does say in the red there. The cable should be inserted far enough. 00:08:54.200 --> 00:08:57.200 Yeah, but it doesn't say why I'm checking it. Yeah. 00:08:57.200 --> 00:09:01.200 Like occasionally these come loose in shipping due to thermal expansion and contract. 00:09:01.200 --> 00:09:04.200 Like tell me why I'm doing something. Yeah. 00:09:04.200 --> 00:09:07.200 Educate me. There you go. Nice. 00:09:07.200 --> 00:09:10.200 Good job, Natalie. Line the corners of the bezel to the display and place it down. 00:09:10.200 --> 00:09:14.200 The bezel is attached by magnets and should easily click into place. 00:09:14.200 --> 00:09:19.200 Sometimes. Sometimes the display cable can kind of 00:09:19.200 --> 00:09:24.200 not cable manage perfectly. Oh no, that's going to happen, isn't it? 00:09:24.200 --> 00:09:27.200 You're going to find out very quickly. Oh good. 00:09:27.200 --> 00:09:32.200 That does not sound great. 00:09:32.200 --> 00:09:36.200 Oh, she didn't screw on the top yet. No, she wasn't supposed to. 00:09:36.200 --> 00:09:39.200 The instructions did not tell her to screw on the top. 00:09:39.200 --> 00:09:43.200 The instructions ask to open the hinge 180 degrees 00:09:43.200 --> 00:09:46.200 and put the bezel on. She followed that. 00:09:46.200 --> 00:09:49.200 Yeah, so she didn't have it quite aligned yet. Yep. 00:09:49.200 --> 00:09:52.200 Let's try this one again. So you can kind of see some of those cables there. 00:09:52.200 --> 00:09:55.200 Yep. Just leave by magnets. Okay. 00:09:55.200 --> 00:09:58.200 That is something that framework could improve. Yep. 00:09:58.200 --> 00:10:02.200 It would be nice if they had pictures of what correctly seated cables looked like. 00:10:02.200 --> 00:10:05.200 Yes. Because I've actually run into it before 00:10:05.200 --> 00:10:08.200 where I routed it across the wrong thing 00:10:08.200 --> 00:10:12.200 and that made it worse, not better. So she's now like double checking everything. 00:10:12.200 --> 00:10:15.200 She's like worried about her input cover. She was worried about all of this. 00:10:15.200 --> 00:10:18.200 Interesting. There's a lot of comments on these. 00:10:18.200 --> 00:10:21.200 Do the comments outline some of the issues 00:10:21.200 --> 00:10:25.200 that we've encountered already? There was someone in the comments that helped, 00:10:25.200 --> 00:10:30.200 that would have helped solve this issue. That crunching, we'll find out in a little bit, 00:10:30.200 --> 00:10:33.200 was actually due to how the screws, 00:10:33.200 --> 00:10:37.200 because they're captive, fell underneath the laptop 00:10:37.200 --> 00:10:40.200 and the hinge catches it when it tries to close. 00:10:40.200 --> 00:10:44.200 Got it. And so it's the bezel related 00:10:44.200 --> 00:10:48.200 because you have to lay it down for the bezel. Yeah, but it's caught on the screws. 00:10:48.200 --> 00:10:51.200 Yeah. But the comments are not that obvious. 00:10:51.200 --> 00:10:54.200 Yeah. She even mentioned, she's like, 00:10:54.200 --> 00:10:57.200 do I have to go in the comments? Do I go to the comments? 00:10:57.200 --> 00:11:00.200 There's no way I go to the comments. There's no way you have to go to the comments 00:11:00.200 --> 00:11:03.200 for instructions. There's no way I have to go to the comments. 00:11:03.200 --> 00:11:06.200 Oh, Natalie. So she doesn't. So she doesn't. 00:11:06.200 --> 00:11:09.200 She doesn't. Framework needs to go into those comments. 00:11:09.200 --> 00:11:12.200 Mine for nuggets of gold. Yeah. 00:11:12.200 --> 00:11:15.200 And nugget them. Oh, this was back when I had my horrible haircut. 00:11:15.200 --> 00:11:18.200 Oh, God. Man, that's gross. Why'd you show that on camera? 00:11:18.200 --> 00:11:21.200 Her infection. What? It was just her there. 00:11:21.200 --> 00:11:23.200 Now she's got a staff infection. 00:11:24.200 --> 00:11:28.200 So you can see the screw there caught on the hinge. 00:11:28.200 --> 00:11:33.200 That's what I had to do. I had to turn it upside down. So the gravity took the fasteners back down. 00:11:33.200 --> 00:11:36.200 Yeah. Then I could close it. Yeah. 00:11:36.200 --> 00:11:39.200 And no crunch. 00:11:39.200 --> 00:11:42.200 And then this is where I tell her in the comments, 00:11:42.200 --> 00:11:45.200 someone points out that the fasteners will get in the way. 00:11:45.200 --> 00:11:48.200 Yeah. So this is actually where now it tells you to keep going 00:11:48.200 --> 00:11:52.200 and screw the fasteners back in. I think this step should honestly come first. 00:11:52.200 --> 00:11:55.200 Yeah. But they don't want the screen to be closed 00:11:55.200 --> 00:11:59.200 because without the bezel, you know, it doesn't add all the protection and everything. 00:11:59.200 --> 00:12:03.200 Yeah. That is a big wall of text for the expansion cards. 00:12:03.200 --> 00:12:06.200 But I understand why. I didn't even know this when I did my unboxing. 00:12:06.200 --> 00:12:11.200 But the AMD version specifically has certain modules 00:12:11.200 --> 00:12:14.200 that work best in certain spots. Mm-hmm. 00:12:14.200 --> 00:12:17.200 Modular IO. It's pretty cool. It's kind of cool. 00:12:17.200 --> 00:12:20.200 It's pretty sick. Open the lid and press the power button. 00:12:20.200 --> 00:12:23.200 All right, this is the moment of truth. Here we go. 00:12:23.200 --> 00:12:28.200 Where's my top-down view? There we go. Note that your first boot will take a while before the logo. 00:12:28.200 --> 00:12:31.200 That's a really good thing for them to point out, 00:12:31.200 --> 00:12:36.200 especially modern AMD platforms. They take a hot minute for memory training on the first boot. 00:12:36.200 --> 00:12:41.200 Oh, yeah. And there you go. There's some intricate parts that are a little bit difficult 00:12:41.200 --> 00:12:45.200 to kind of grasp at first. Obviously with the screw issue, 00:12:45.200 --> 00:12:47.200 we didn't know until we looked at the comments. 00:12:48.200 --> 00:12:52.200 But overall, it's kind of a pretty fun experience building our own laptop. 00:12:52.200 --> 00:12:55.200 Do you think that you would save the personal 00:12:55.200 --> 00:12:59.200 between $100 to $200 to do this experience again? 00:12:59.200 --> 00:13:02.200 This is the moment of truth. I think so, yes. 00:13:02.200 --> 00:13:07.200 She thinks so, yes, even after some struggles. It's worth the savings for a hundred bucks, 00:13:07.200 --> 00:13:11.200 a couple hundred bucks off the laptop. The more of a savvy shopper you are on your RAM 00:13:11.200 --> 00:13:14.200 and on your storage, the more you can potentially save, 00:13:14.200 --> 00:13:18.200 because I gotta tell you, when we did the framework factory tour 00:13:18.200 --> 00:13:22.200 and I discovered that the DIY ones actually get fully assembled into a working machine 00:13:22.200 --> 00:13:25.200 before being taken back apart. Yeah. 00:13:25.200 --> 00:13:28.200 And then sold as a DIY. It's not labor savings. 00:13:28.200 --> 00:13:32.200 Yeah. It's not paying a markup on those additional components. 00:13:32.200 --> 00:13:35.200 100%. The touchpad's working. Perfect. 00:13:35.200 --> 00:13:39.200 That's good. Oh, okay. This is the camera and this is the audio 00:13:39.200 --> 00:13:42.200 that you're hearing from this framework laptop mic. 00:13:42.200 --> 00:13:45.200 Hopefully everything sounds good. Sounds good, Natalie. 00:13:45.200 --> 00:13:48.200 Good job, Natalie. Thank you. She put the stickers on. 00:13:48.200 --> 00:13:52.200 Nice. Cool. This is actually pretty symmetrical with the stickers. 00:13:52.200 --> 00:13:56.200 I'm very proud of that. I mean, I'm pretty proud of the laptop too. 00:13:56.200 --> 00:14:00.200 I'm trying to include that editor to make sure that part's in there at the end. 00:14:00.200 --> 00:14:03.200 So after this, we did a full check just to make sure everything did fully work 00:14:03.200 --> 00:14:07.200 and it arrived to us in 100% working condition. Excellent. 00:14:07.200 --> 00:14:11.200 Which means that if we want to recreate Seth's issue, 00:14:11.200 --> 00:14:14.200 we're gonna have to do some work. He said his display wasn't turning on 00:14:14.200 --> 00:14:19.200 and the LEDs inside his chassis were giving him three different error codes. 00:14:19.200 --> 00:14:23.200 But we couldn't find any reference to any of those codes on Framework's website. 00:14:23.200 --> 00:14:26.200 So either Framework hasn't published them yet 00:14:26.200 --> 00:14:29.200 or it's possible Seth misinterpreted them. 00:14:29.200 --> 00:14:33.200 Either way, we won't be able to recreate his exact situation that he had. 00:14:33.200 --> 00:14:36.200 The closest thing that I could come up with, 00:14:36.200 --> 00:14:40.200 I took a knife to the display cable and cut it until it didn't turn on anymore. 00:14:40.200 --> 00:14:43.200 It worked. Or it didn't work. 00:14:43.200 --> 00:14:46.200 And then meanwhile, we asked Alex to unbox the 16. 00:14:46.200 --> 00:14:49.200 Look at his face. That's a man who laptops. He does laptop. 00:14:49.200 --> 00:14:52.200 He seriously laptops. Okay, this is their config, 00:14:52.200 --> 00:14:56.200 which explains why we were able to get it in a week, which is absolutely fantastic. 00:14:56.200 --> 00:14:59.200 That's about what you expect and especially given it's Canada. 00:14:59.200 --> 00:15:02.200 Went right into hosting mode. I just asked him to open it and check it 00:15:02.200 --> 00:15:05.200 and he was like hosting. I was like, this is great. This is great. 00:15:05.200 --> 00:15:09.200 It's almost like he's been doing it for seven years, I think. 00:15:09.200 --> 00:15:12.200 So wait, we wanted a pre-built config here? 00:15:12.200 --> 00:15:15.200 This should have been pre-built. Wait. 00:15:15.200 --> 00:15:18.200 I'm not sure why. Did we order a pre-built? 00:15:18.200 --> 00:15:21.200 So this is where it gets confusing because we ordered a pre-built 00:15:21.200 --> 00:15:24.200 and as someone who never ordered a framework before, 00:15:24.200 --> 00:15:27.200 I expected it to come 100% built. 00:15:27.200 --> 00:15:32.200 But because the framework 16 has the modular interface on top, 00:15:32.200 --> 00:15:35.200 they make you put that together. Yes. 00:15:35.200 --> 00:15:38.200 To make you know how to reconfigure it. 00:15:38.200 --> 00:15:42.200 But as a user, I was very confused when I saw the keyboard on top. 00:15:42.200 --> 00:15:46.200 I was like, well, huh? Do they mess up our order? 00:15:46.200 --> 00:15:49.200 It does appear that it has everything that you need 00:15:49.200 --> 00:15:52.200 minus the IO, but does it have a keyboard? 00:15:52.200 --> 00:15:57.200 It does not. It does not. That's something that I normally expect on my laptops. 00:15:57.200 --> 00:16:00.200 Are you supposed to have a keyboard installed in the pre-built? 00:16:00.200 --> 00:16:01.200 No. 00:16:04.200 --> 00:16:07.200 Man, that's so cool. That's still one of the, like, ah. 00:16:07.200 --> 00:16:11.200 It's pretty cool. The one we're watching on right now has a numpad installed. 00:16:11.200 --> 00:16:15.200 So the keyboard is shifted to the side and the spacers are both on the right. 00:16:15.200 --> 00:16:18.200 You get to choose if your trackpad is centered here. 00:16:18.200 --> 00:16:22.200 Yeah. Or centered on your space bar when you have the numpad over here. 00:16:22.200 --> 00:16:26.200 That's a really nice little bit of customization that you can do. 00:16:26.200 --> 00:16:30.200 We have confirmed that our pre-built is supposed to come without the keyboard installed. 00:16:30.200 --> 00:16:33.200 That's a little bit questionable in my mind, but at the same time, 00:16:33.200 --> 00:16:37.200 if you're buying a framework and not planning on configuring it, 00:16:37.200 --> 00:16:41.200 just don't buy a framework by any other laptop that's not repairable. 00:16:41.200 --> 00:16:44.200 That is a fair statement as well, though. That's a fair statement. Yeah. 00:16:44.200 --> 00:16:48.200 Yep. The sales pitch for framework is the repairability, 00:16:48.200 --> 00:16:55.200 the upgradeability, the customizability. If you aren't even willing to just put the magnetic keyboard on. 00:16:55.200 --> 00:17:00.200 And it attaches real easy. So, like, it probably isn't the machine for you. 00:17:00.200 --> 00:17:03.200 Yeah. And that's okay. Audio is a requirement. 00:17:03.200 --> 00:17:08.200 I don't even know why this is a dongle. I should just have it attached to the machine. 00:17:08.200 --> 00:17:11.200 Another fair criticism. I agree with that. 00:17:11.200 --> 00:17:14.200 They gave it to us on the 13 and then took it away on the 16. 00:17:14.200 --> 00:17:18.200 Oh, we've got Ethernet. Oh, look at how fancy it looks. 00:17:18.200 --> 00:17:22.200 It's right see-through. Oh, never mind. I don't like that as much anymore. 00:17:22.200 --> 00:17:25.200 It does not fit within the chassis. 00:17:25.200 --> 00:17:28.200 I actually, I have a bone to pick. 00:17:28.200 --> 00:17:31.200 I don't like that because me being stupid, 00:17:31.200 --> 00:17:34.200 I will drop it in my bag and one day, 00:17:34.200 --> 00:17:38.200 I will go with that end first and I will destroy it. 00:17:38.200 --> 00:17:43.200 It should have been flush. The way that I think of it, it's a Wi-Fi first device. 00:17:43.200 --> 00:17:49.200 Like many other mobile devices. This is a great little USB-C, two and a half gig dongle. 00:17:49.200 --> 00:17:54.200 That's pretty cool. At a good price, very compact, compatible with anything. 00:17:54.200 --> 00:17:58.200 Totally understand the critique. It will not break off easily though. 00:18:05.200 --> 00:18:09.200 Thank you for destroying our capture. 00:18:09.200 --> 00:18:13.200 So the Ethernet doesn't break very well, but it will break the other modules. 00:18:13.200 --> 00:18:16.200 Oh, shoot. The system locked up. Hold on, hold on. 00:18:16.200 --> 00:18:20.200 We'll turn it back on. We're just going to shut it down and turn it back on. 00:18:20.200 --> 00:18:23.200 Did I break the computer? Can you just make sure this still works? 00:18:23.200 --> 00:18:26.200 Hey! Thank goodness. 00:18:26.200 --> 00:18:29.200 And your two and a half gigs still works as well. 00:18:29.200 --> 00:18:32.200 Nice. Anyway, the point is that if you do put it in your bag 00:18:32.200 --> 00:18:35.200 with this thing in, is it the most elegant thing ever? 00:18:35.200 --> 00:18:38.200 Absolutely not. I wish they had one of the little hinge-y style ones 00:18:38.200 --> 00:18:41.200 or something. But will it like immediately break? 00:18:41.200 --> 00:18:44.200 No. You just might have to reboot your computer. 00:18:44.200 --> 00:18:49.200 All right. It's now plugged in. Let's try turning it on again. 00:18:49.200 --> 00:18:53.200 Yay. Input module connector board not detected. 00:18:53.200 --> 00:18:58.200 Uh-oh. Is that supposed to be installed for a pre-built? 00:18:58.200 --> 00:19:01.200 The input module connector board? Yes. 00:19:01.200 --> 00:19:04.200 Neat. So it goes in double checks. 00:19:04.200 --> 00:19:08.200 It just needed a little click. It's possible during shipping. 00:19:08.200 --> 00:19:12.200 30 seconds for someone who is so far above the average 00:19:12.200 --> 00:19:16.200 in terms of their technical knowledge and experience with laptops. 00:19:16.200 --> 00:19:19.200 Like Alex is the 1%. 00:19:19.200 --> 00:19:24.200 Yeah. If something takes him 30 seconds, it's going to take my mom 30 minutes to figure out. 00:19:24.200 --> 00:19:27.200 For laptop repair. My mom's good at lots of things. 00:19:27.200 --> 00:19:32.200 Yep. Graphics all fantastic. If here's that framework has done everything correctly. 00:19:32.200 --> 00:19:35.200 Finally, let's just confirm that the webcam is working. 00:19:35.200 --> 00:19:38.200 Also, is this microphone? 00:19:38.200 --> 00:19:41.200 Okay. The microphone switch works. 00:19:41.200 --> 00:19:44.200 Yep. As far as laptop that has arrived correctly, 00:19:44.200 --> 00:19:48.200 this one passes. So then that seems like a W. 00:19:48.200 --> 00:19:51.200 Well, Alex didn't quite check everything. 00:19:51.200 --> 00:19:55.200 Unfortunately, there was actually an issue with our numpad in the top left region. 00:19:55.200 --> 00:19:58.200 The top left region of the numpad. What does that even mean? 00:19:58.200 --> 00:20:01.200 It was several keys and it was inconsistent. 00:20:01.200 --> 00:20:06.200 So we tried receding the module on both sides. We tried taking it out, doing a whole bunch of configuration. 00:20:06.200 --> 00:20:12.200 And ultimately we couldn't get it working even after updating Windows, drivers and BIOS. 00:20:12.200 --> 00:20:19.200 So we had to open another support ticket. And hand off to Elijah to give you the results from the DIY 13. 00:20:19.200 --> 00:20:22.200 I opened the ticket explaining what my issue was 00:20:22.200 --> 00:20:26.200 as well as some basic troubleshooting steps that I had already taken. 00:20:26.200 --> 00:20:29.200 The idea here was to see that if they would ask me 00:20:29.200 --> 00:20:33.200 to repeat my work, just like they did with Seth. 24 hours later, framework responded 00:20:33.200 --> 00:20:37.200 with some follow-up steps and questions to help figure this problem out further. 00:20:37.200 --> 00:20:40.200 After answering them and responding back to those questions, 00:20:40.200 --> 00:20:43.200 54 minutes later, they followed up one more time. 00:20:43.200 --> 00:20:47.200 I was honestly pretty impressed that they got back to me so quickly. 00:20:47.200 --> 00:20:51.200 And then we ran into the same issue Seth was having. They did ask me to repeat a step 00:20:51.200 --> 00:20:55.200 that I had told them I did in my first email. And as an end user, that's really frustrating 00:20:55.200 --> 00:21:00.200 to have to repeat yourself. But as someone who did work in tech support 00:21:00.200 --> 00:21:03.200 helping people fix their tech issues in the past, 00:21:03.200 --> 00:21:06.200 I can't count the number of times that I have asked someone 00:21:06.200 --> 00:21:09.200 to reboot a computer that they said they have 00:21:09.200 --> 00:21:13.200 only to check their task manager and see that it's been up for three years. 00:21:13.200 --> 00:21:16.200 In my personal opinion, I think them asking me to try that 00:21:16.200 --> 00:21:20.200 is totally fine, especially since this is their first time 00:21:20.200 --> 00:21:24.200 asking me to try it. But if we dive deeper into Seth's case a little bit later, 00:21:24.200 --> 00:21:29.200 you'll see that's not what happened to him. For my machine here, I had one more back and forth session 00:21:29.200 --> 00:21:33.200 and then framework came to the conclusion that we needed a new display kit. 00:21:33.200 --> 00:21:37.200 And if you remove the days I was on vacation and the weekends where I wasn't working, 00:21:37.200 --> 00:21:40.200 it took the framework support team three days 00:21:40.200 --> 00:21:43.200 to reach that result, which is honestly pretty solid. 00:21:43.200 --> 00:21:46.200 My new display kit arrived in six days. 00:21:46.200 --> 00:21:50.200 And as you can see, it works. It took about 15 minutes to swap it out 00:21:50.200 --> 00:21:53.200 using framework's guide that they both emailed us 00:21:53.200 --> 00:21:56.200 in that support chain and then included in the box 00:21:56.200 --> 00:21:59.200 with the screen. Repairable laptops for the win. 00:21:59.200 --> 00:22:03.200 That's awesome. As for our framework 16, 00:22:03.200 --> 00:22:06.200 that's where everything falls apart. They killed it again. 00:22:06.200 --> 00:22:11.200 Who am I kidding? If you take out the weekends where I wasn't able to respond, 00:22:11.200 --> 00:22:14.200 it took them four days to diagnose that numpad issue. 00:22:14.200 --> 00:22:18.200 I was asked to send back the old one and they did cover the shipping. 00:22:18.200 --> 00:22:23.200 I just had to throw it in a box and send it on its way. At no point was I frustrated or upset 00:22:23.200 --> 00:22:27.200 with the framework support team. And I'm confident in saying that they had no idea 00:22:27.200 --> 00:22:31.200 who we were since both devices were purchased using burner emails on credit cards 00:22:31.200 --> 00:22:34.200 that were not associated with an employee here. 00:22:34.200 --> 00:22:37.200 But framework doesn't come out of our investigation 00:22:37.200 --> 00:22:40.200 looking perfect. I'm going to throw it back to Linus 00:22:40.200 --> 00:22:47.200 so we can hear the rest of Seth's experience. He spent almost three weeks chatting with support 00:22:47.200 --> 00:22:51.200 during which they did send him a motherboard as a troubleshooting step. 00:22:51.200 --> 00:22:55.200 But then after the swap, Seth was still having the same issue. 00:22:55.200 --> 00:22:59.200 Like Elijah pointed out, asking the user to try something once, 00:22:59.200 --> 00:23:02.200 that's fine, even if the end user does say they already did it. 00:23:02.200 --> 00:23:07.200 But in this email chain, we can see that framework asked him not once, 00:23:07.200 --> 00:23:10.200 but twice to try external displays and not once, 00:23:10.200 --> 00:23:13.200 but four times to try different combinations 00:23:13.200 --> 00:23:17.200 of shuffling RAM around. I think that would make just about anyone feel 00:23:17.200 --> 00:23:20.200 like they're getting the run around, especially if this is happening 00:23:20.200 --> 00:23:25.200 over the course of a month. Now, he did say some kind words to framework 00:23:25.200 --> 00:23:28.200 in the final email, expressing that he believes in their mission 00:23:28.200 --> 00:23:31.200 to create more sustainable and repairable devices, 00:23:31.200 --> 00:23:34.200 but that given the laptop was for his wife's schooling, 00:23:34.200 --> 00:23:37.200 he couldn't wait around forever for a working device. 00:23:37.200 --> 00:23:41.200 I don't blame him for asking for a refund. So what's the takeaway then? 00:23:41.200 --> 00:23:46.200 For you guys, it's what we always say. You should be looking for multiple sources of information 00:23:46.200 --> 00:23:49.200 every time, multiple media outlets, consumer reviews, 00:23:49.200 --> 00:23:52.200 to get the whole picture of a product or company, 00:23:52.200 --> 00:23:55.200 you are going to have to go out there and dig for it. 00:23:55.200 --> 00:23:59.200 As for framework, well, hey, the good news for you guys is that 00:23:59.200 --> 00:24:03.200 while you do make mistakes, it seems like the impression, 00:24:03.200 --> 00:24:07.200 even from people who have a bad experience, is that you guys actually care, 00:24:07.200 --> 00:24:11.200 and that's a badge that you can wear with honor. That doesn't mean that there's no room to improve, 00:24:11.200 --> 00:24:14.200 but hey, at least you guys recognize it. 00:24:14.200 --> 00:24:18.200 This Reddit thread actually popped up while we were working on this video, 00:24:18.200 --> 00:24:21.200 with Buddy buying 150 devices to deploy, 00:24:21.200 --> 00:24:25.200 and then realizing that every time they opened a support ticket, 00:24:25.200 --> 00:24:29.200 they were going to have to go through this same tedious back and forth email experience. 00:24:29.200 --> 00:24:34.200 I mean, for an end user, snapping some pictures and communicating over a couple of days 00:24:34.200 --> 00:24:38.200 might not be the end of the world, but if you're going through that kind of rigmarole 00:24:38.200 --> 00:24:41.200 with a fleet of devices, you're going to be tearing your hair out. 00:24:41.200 --> 00:24:44.200 Thankfully though, the OP made a follow-up thread explaining 00:24:44.200 --> 00:24:48.200 that because of his feedback, framework is actually expanding and changing 00:24:48.200 --> 00:24:51.200 some of their systems around their business-to-business sales model, 00:24:51.200 --> 00:24:54.200 meaning that other companies should have an easier time 00:24:54.200 --> 00:24:57.200 buying and taking care of a large number of their devices. 00:24:57.200 --> 00:25:01.200 They even ended it with saying, they sincerely give a f***. 00:25:01.200 --> 00:25:04.200 That is very encouraging, 00:25:04.200 --> 00:25:10.200 and while I'm not going to give them a grade, because I don't think you can boil this down to just a letter or a number, 00:25:10.200 --> 00:25:13.200 I think it's safe to say that I'm still on board, 00:25:13.200 --> 00:25:16.200 and actually, whether he knows it yet or not, 00:25:16.200 --> 00:25:21.200 so is Seth. I realize, Seth, you probably have another laptop by now, 00:25:21.200 --> 00:25:26.200 but I would like to offer you, as a show of our appreciation for bringing this issue to our attention, 00:25:26.200 --> 00:25:29.200 Elijah's hand-fixed framework 13. 00:25:29.200 --> 00:25:33.200 So hey, thank you very much, and as for the rest of you, let us know in the comments 00:25:33.200 --> 00:25:37.200 if you've had any experiences with framework that you guys would like to share. 00:25:37.200 --> 00:25:40.200 And while you're down there, hey, maybe check out our sponsor. 00:25:40.200 --> 00:25:45.200 If you guys enjoyed this video, maybe go check out the first time that we unboxed a framework laptop. 00:25:45.200 --> 00:25:49.200 That was what inspired me to invest in this company, and so far, his investment is safe. 00:25:49.200 --> 00:25:51.200 I'm glad I did.