Framework Computer

October 17, 2025
They issued the refund a few days after I shamed them on X.

October 11, 2025

My email of February 6, 2025 after months of dealing with this problem summarizes this one nicely:

Dear Framework,

I'm writing to let you know that I'm very disappointed with your company for the following reasons:

1.  You delivered a defective device to me with a non-functional screen.  Especially disappointing considering that it was fully loaded at nearly $3,000.

2.  You ghosted me after I sent in a support request seeking a solution to the broken screen.

3.  You disputed my resulting American Express dispute by falsely claiming that you never heard from me, and stating that I had not tendered the laptop back.

4.  After I sent you the laptop back with a refund request and a reference to the Uniform Commercial Code, you falsely told American Express that I had not returned the laptop.

You have the new-condition device and my money, and you refused the refund while falsely claiming that I haven't returned the product. Thus, you have committed grand theft.  I'm at the point of filing a police report for grand theft of $2,842.01, and a small claims court claim because I have no other recourse and this is ridiculous.

Please let me know if you will issue the refund and close this out. This is not how you're supposed to run a computer business.

Regards,

Andrew Watters

Essentially, I was very excited about finally finding a DIY laptop for a new Linux laptop effort I was making at my office. This was going to be the first of several purchases for my law firm. I purchased the fully loaded laptop, which was shipped from Taiwan, only to discover that the screen didn't work even though the device powered on. Of course I put in a support ticket, but never heard back on my request. They ghosted me and I was stuck with the broken laptop. I initiated a dispute on my American Express card, but they lied about what happened and claimed I had never contacted them. They won the AMEX dispute only because I had not tendered the goods back. So I returned the goods along with making a refund request, expecting that to be the end of it. They didn't refund me, and ghosted me again even though I returned the product and they still have my money. Anybody would be upset at this. The last straw was seeing Framework pop up in my X feed with a promotional tweet. I decided I had had enough, and I slammed them in my replies. They acted like this is unusual and claimed it didn't sound like them. I brought the receipts and nobody should run a computer company this way.

Back to Hall of Shame.