This is a follow up to my previous post Super Slow Download Speeds on my 12th Gen Framework 13 with Intel AX210 from about 2 months ago.
Long story short, I am experiencing very slow download speeds over Wi-Fi while my upload speeds are pretty good, 75 Mbps - 120 Mbps down and 300 Mbps - 400+ Mbps up. These speeds are consistent on multiple networks in several locations.
On to my experience with Framework support...
Framework e-mail support is very good. They always follow up even if it takes a day or two and seem to have enough knowledge about the products to offer helpful advice and know when to escalate the the issue if necessary. The only criticism I have for the e-mail team is that I did have to repeat myself several times, most likely due to the responding support representative not thoroughly reviewing previous communications.
After going back and forth with e-mail support over a period of three weeks, replacements for both the Intel AX210 Wi-Fi adapter and the wireless antenna were shipped to me. I was able to replace them without too much trouble. I was not required to ship back the "defective" parts, most likely due to their relatively low value. Unfortunately for me, replacing these components did not improve Wi-Fi download performance. There was no significant change in download or upload speed.
E-mail support then escalated the issue. I was given the option to ship my laptop to the Framework Repair Center on their dime so their technicians could troubleshoot the issue themselves. They were unable to give me a time frame for the repair. While a bit reluctant, I agreed.
According to FedEx tracking, it took a little less than a week for the Repair Center to receive my laptop. I did not receive any updates from Framework without first asking, and while e-mail support was good about replying in a timely manner on behalf of the repair center, this is not great customer service. All-in-all, the Repair Center had my laptop on their bench for over two weeks and determined that the speeds they were getting, admittedly a bit better than mine at 215 Mbps down, were consistent with other Framework laptops. While the download speed they achieved was better, it is still well below the almost 400+ Mbps I am able to get from the other devices on my network (MacBooks, iPhones, a Chromebook, and a Pixel 7). They also recommended replacing my battery because it would only charge to 76%. I have a battery charging limit set in the BIOS because my laptop is docked most of the time. The tech at the Repair Center didn't bother to check this setting which doesn't inspire a lot of confidence in their ability to be thorough. I informed e-mail support of this so they didn't waste any time troubleshooting the battery.
After they were done testing, it took the Repair Center over a week before they shipped the laptop back. It literally just sat there. The laptop finally arrived home the day before Thanksgiving. Including round-trip shipping, I was without my laptop for a month.
I first reached out to Framework about my Wi-Fi performance issue on September 23rd. I got my laptop back from the Repair Center on November 22nd. My Wi-Fi download speeds are still not what they should be, and the Framework Repair Center claims there is nothing wrong. A lot of time and effort was wasted over the past two month by myself and by Framework.
Overall, the e-mail support was good. The response time was not always great, but they are a young company. I'm sure it will get better over time. I could definitely tell they were trying their best.
I have nothing nice to say about the Repair Center. There was no uninitiated communication. Even though the results of their testing were below spec for both Wi-Fi 5 and Wi-Fi 6, their tech claims there is nothing wrong. The tech thought there was an issue with my battery because the they didn't bother to check a simple BIOS setting. They basically ran a speed test and called it a day. After finding "no issues," they held the laptop for more than week before they sent it back.
I can only conclude that either the Repair Center did not do enough troubleshooting to find the problem with Wi-Fi performance, Framework has a serious design flaw with Wi-Fi antenna placement in the 13 that is affecting download performance, or the Intel AX210 is just garbage. In any case, I am no longer feeling great about my purchase. I was going to upgrade to the latest AMD board in another year or so, but now I am rethinking this. I might have to go back to Dell.
