I switch from ThinkPad to Framework because they couldn't send me a replacement keyboard. They want me to send the keyboard back to get a refund but I never receive it so... I never did get a refund.
Later, Framework send me a laptop in 1 week and later a replacement screen in less then a week. It's been 3 years ago now.
I'm rocking a framework 13" intel 12th gen still and I love it. The only issue I had was being part of the few that got a batch of bad hinges. I didn't know there was a replacement program I could have used and just replaced them myself with the heavier hinge option. At this point I have every expansion port thing they offer and keep them in my bag. My laptop can have any I/O I want :) pretty cool.
My sister just ordered a battery & some hinges for her Framework and they practically overnighted it to us here in Alaska. They included a colorful sheet of stickers, too - fun!
Later, Framework send me a laptop in 1 week and later a replacement screen in less then a week. It's been 3 years ago now.