I want Framework to succeed (and, in fact, had strongly considered becoming a customer) so its out of love that I say: it's this reply just as much as the original post that convinces me never to buy a Framework laptop. OP describes numerous major issues with the laptop and calls it one of the worst purchases he has ever made (and it wasn't a
small purchase) and you...direct him to an internet forum for help troubleshooting??? If I were the original poster, I'd be furious.
Given all the very positive press out there about Framework products, and the forum where this conversation is happening, I would have expected an answer more along the lines of: "your experience is unacceptable to us. Let us send you a box to return the laptop for an exchange or a full refund."
I realize that this might be more appropriate for a private communication with he customer, rather than a public HN post. Maybe you've done that. I have no way of knowing. But from what I can see, it seems like OP is being told that its on him to figure out how to fix a laptop that he just paid $1,600(?) for and that, from the sound of it, never worked properly.
I get that this product is aimed at folks who aren't afraid to get their hands dirty. But I would not have expected that to mean a customer would be relegated to the forums to address such major issues. The fact that some of your employees may help him do this on the forums is very cold comfort. It is still going to burn up a lot of the customer's time.
Edit -- Just to refine my thoughts here: it's not a bad thing that Framework has an active forum that can help a customer resolve issues like this, nor is it a bad thing to invite a customer to participate there if they want to. On the contrary: that's all to the good. At the same time, though, I'd expect a company like Framework to evince a greater sense of their own ownership of the customer's problems, rather than exclusively suggesting ways that the customer can find a fix for themselves.