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Business Profile

Home Builders

Framework Computers Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/14/2024

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Framework sells inordinately expensive, faulty laptops. It is my belief that they intentionally set a short return window with a very long customer support process in order to avoid processing justified refunds for faulty products. I purchased this laptop believing it was not only high quality but also repairable, and have found that it is neither. i am on my second motherboard and experience frequent bluescreens that prevent me from working. I want them to take responsibility for the subpar quality of their product. I want them to refund me the full purchase price of my laptop. I want them to make significant improvements to their customer support, and amend their return window so that future customers do not experience the same negative consequences I did for my foolish decision to trust this company.

  • Initial Complaint

    Date:01/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I preordered a laptop from Framework in April 2023. I received the laptop on 25 November 2023. Since then the screen will black out every now and then. It became more and more frequent as time went it. By January, I contacted framework about the issue and they will send me long instructions about how to fix it. By the time the screen was black at all times, I complained to return it, and they say it has been over 30 days. They still won't repair it and keep sending me instructions to troubleshoot and fail to understand that I can't follow because the screen is completely black. They want me to record videos, which just doesn't help, as the screen is just black. I want a full refund.

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought my their computer last year. It broke 6 months ago. They helped me identify the issue and then they confirmed it should be replaceable under warranty.After that they informed me they voided my warranty by using forwarding service between ******* and ************** when ordering the laptop, which is against their ToC.I got it touch with European authorities (ECC), sent them all communication with business and all paperwork I have and they confirmed that actively prohibiting ship forwarding inside ** without appropriate reson is considered Geoblocking and is not allowed for any business (even non-** ones) in a all ** countries. They confirmed that Framework should not be doing what it's doing and that I'm *********** my warranty.But because Framework is not ** business, ECC can't help me since they resort only ** customer vs ** business issues. They recommend me to get in touch with you or I could take them to court directly but that's probably not worth the hassle.I'd send you the contract I have from framework, but I'm not able to upload the ****

  • Initial Complaint

    Date:01/10/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear *** or Madam, I am writing to seek for help and express my disappointment in the support I have received from Framework ************ (*************************). Despite my efforts to resolve the issue, it seems that Framework Laptop is unwilling to accept my claim. I have experienced issues with a Framework Laptop that I purchased and I am seeking to have the laptop repaired or replaced under the warranty. I have tried some basic troubleshooting steps and have contacted the seller for returning device and expressed frustration with the seller's response and have requested instructions for returning the laptop for repair or replacement. ****** has accused me of providing a false billing address at the time of purchase and that this is the reason they are refusing to honor my warranty claim. They have also mentioned that I am a resident of the ************** and that I used a freight forwarding company located in ******* to complete the purchase. It is generally legal for a consumer in the ************** to use a freight forwarding company located in ******* to complete a purchase. There are no specific legal requirements or restrictions on the use of billing addresses in ******* or the *** Seller does not have any specification of billing address in ToS. Seller also claim that ** regulations does not affect them as they are ***-based. But ***-based seller that is operating in ******* and selling goods to consumers in the ** is required to provide a minimum of two years of warranty for consumer goods, in accordance with ** consumer protection laws. This applies regardless of the consumer's country of residence. Under the ** Consumer Sales and Guarantees Directive, which has been implemented by all ** member states, consumers have the right to a minimum of two years of warranty, regardless of where the goods were purchased.All my documents: *********************************************************** Thank you for helping me!

  • Initial Complaint

    Date:09/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a computer for my son to take to school this fall as an incoming computer science major he is required to have a laptop. We purchased it with months to spare and were given a two week delivery window. Months later, my son is now two weeks into his first semester and there is no computer. Every support ticket goes unresolved and nobody will return phone calls. My son is writing code on paper because he made the mistake of choosing Framework. The experience is horrible and we are still going through it. They say it's because of parts but that isn't true. I went back to the site and built the exact same computer and was given the same lie two week delivery window. This is intentional and misleading they should not be able to make false promises on purpose to secure an order.

    Customer Answer

    Date: 09/19/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    shortly after I filed the complaint the company reached out directly to say they had done nothing wrong but then completed the order. 
    Regards,

    ***********************

Framework Computers Inc is NOT a BBB Accredited Business.

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