Just got a Framework 16 in two weeks ago. Ryzan AI 350, 32GB of ram and RTX 5070.
Within the first week I started getting intermittent keyboard cutouts. Especially annoying during gaming. I updated the drivers and bios, and swapped the positions of all input devices to no avail. I opened a support ticket, and had an excellent experience!
I told them what the issue was, accompanied by video of the issue happening. Told them about my attempted remedies. To my amazement, they actually read my fix attempts instead of just repeating that I should update bios, etc.
They asked for pictures of boxes and input modules, and within 3 messages determined I needed a new midplate, keyboard, numpad, and touchpad. So far so good.
Average response time 12 hours, really happy with their work.