I too am hoping that Framework becomes our next work platform. I’d expect that it would be hard to currently match the level of support offered by the big vendors. I’ve never had to deal with Dell business support but I can say HP isn’t bad and Lenovo seems to be next day with motherboard replacements.

To quote the FAQ

Currently, Framework offers front-line support for minor issues every day of the week and escalation support for more complex issues on weekdays, Pacific Time from the United States. Typically, the first response time is one business day or less, although it may vary during periods of high volume. To create a support ticket, either use our support form or contact us by email at [email protected].

My speculation with Framework is you should keep your own spare parts on hand and be ready to swap parts to get a machine going. Then deal with warranty or restocking parts after the fact. It’s probably a little more hands on approach than most businesses are currently doing with current vendors.

I don’t look at it as a show stopper if I’m being honest. I don’t mind taking apart a laptop and replacing a motherboard if needed. It really comes down to a warranty and ROI for me. Most business hardware is 3 year warranty, Framework currently offers only one year. So that is a little bit of a con. As far as ROI thats much harder to calculate. A large percentage of our hardware has a 5+ year deployment cycle. We lose a minimal amount of machines to physical damage, so replacement parts isn’t super high on pro column. The biggest pro is the ability to do a motherboard refresh every few years but I’m not sure that would help in the ROI calculator.

Currently I just got my AMD FW. I’m in a holding pattern for the moment I haven’t decided if the next laptop I purchase for regular employee use will be a FW laptop or not yet. I figured I’d wait a little while and see how I like the machine after a few months then try to make an educated decision.