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Sweepi • today at 1:49 PM • 2 replies • view on HN

> For three years, the laptop has served me well, until Framework suggested via newsletter to install the latest BIOS update, version 3.20, with a bunch of security fixes. Unfortunately, the system hung and displayed a corrupt image on the screen, signifying a failed BIOS flash.

> Naturally, I reached out to Framework support, who told me to unplug the laptop, let the battery drain, and power it back on again afterwards, hoping the laptop would recover by itself. Unfortunately, it never did, and after giving Framework a bunch of information, they informed me that since my 1-year warranty has expired, I have no option but to purchase a new Framework motherboard, which will cost at least CA$500.

This is very disappointing.

  1) Framework failed in not implementing a bootloader which takes a BIOS file on a USB-Stick and flashes it w/o requiring a working BIOS/Firmware or even a CPU/RAM. Every $70 Desktop-Mainboard worth its salt has this feature.

  2) Considering 1) and that it was an official BIOS that caused the issue, Framework should repair (replacing/re-flashing the BIOS chip) for shipping fees max.
I am furious. We have recovery-bootloaders in devices with $10 bill of materials. Its not rocket science!

Replies

throwaway2037 • today at 3:33 PM

    > bootloader which takes a BIOS file on a USB-Stick and flashes it w/o requiring a working BIOS/Firmware or even a CPU/RAM
For those unaware, this is sometimes called "BIOS recovery" or "crashfree BIOS". In short, if a BIOS update fails and bricks your motherboard, you can load the image of a known-working BIOS update onto a USB memory stick. Normally, a single USB slot on the motherboard has a special marking to indicate that it can be used to "unbrick" the motherboard. Insert the USB memory stick, start the PC, and the BIOS recovery should be automatic. I agree with the parent post: This would be an excellent feature for Framework Computer to add. From a simple Google search, it appears that their desktop computer already has this feature.
thisislife2 • today at 3:53 PM

I sympathise with both parties. As customers, things like these really do test our patience. I wanted to support Jolla / Sailfish and purchased their phone but dealing with the bugs in the OS, for years, even as I was using it as my main phone, was sometimes exasperating, if not down right frustrating. At the same time, it was also disheartening to see Jolla make wrong business decisions, and struggle to stay alive as a business. Sad to see Framework struggling with their products too. It is difficult to not be angry at a company you want to support but are also pissed at because you are not getting your money's worth.