A Framework customer says a replacement laptop had not shipped 11 days after support agreed to replace a machine that displayed a “No RAM installed” error. Reddit user u/JackTheGaffer said the original laptop arrived nearly four and a half months after preordering, following an additional $800 payment to restore the RAM capacity initially selected.
The complaint concerns a Framework Laptop 13 Pro. The customer’s account of the configuration change, additional payment, hardware problem and support exchanges has not been independently verified.
Customer describes preorder changes and a memory error
u/JackTheGaffer said an initial delay notice arrived about three months after the preorder was placed. That email, the customer said, explained that the preorder batch would be delayed by another month. A subsequent email informed the customer that the ordered configuration would receive less RAM because of rising memory costs.
The user said they chose to pay another $800 to obtain the memory capacity originally ordered. In the customer’s account, the extra payment followed the proposed reduction in RAM. Neither the original capacity nor the reduced allocation was specified, leaving the size of the reported configuration change unclear.
The laptop was delivered nearly four and a half months after the initial preorder, the customer said. After putting the machine together, they encountered the “No RAM installed” error. The reported delivery therefore did not bring the customer a working laptop at that point.
u/JackTheGaffer then described disassembling the laptop and removing the memory to investigate. During that inspection, the user said they found a bent pin on the LPCAMM2 interposer. That finding remains the customer’s description of the hardware; an independent diagnosis linking the pin to the startup error has not been established.
Replacement shipment delayed, customer says
The customer said they contacted Framework support about the problem and that support agreed to send another laptop. After 11 days without the replacement being shipped, the user said they emailed again to ask about the delay. This reported wait followed the earlier delays affecting the original order.
In the response described by u/JackTheGaffer, support explained that it was changing warehouse facilities and was “running behind”. The warehouse explanation is attributed to support through the customer’s account of the exchange. A firm replacement shipment date has not been independently confirmed.
The account leaves several details unresolved, including the exact order and delivery dates, the memory capacities involved and the eventual outcome of the replacement request. It describes an individual customer experience and does not establish the frequency of similar hardware faults or shipment delays among other Framework orders.
u/JackTheGaffer expressed continued support for Framework’s mission but said the experience had left them unwilling to recommend its laptops. At the point described in the complaint, the replacement remained unshipped, according to the customer.
