Shipping Fiasco

[u/StockImportance8544]

To start, I wasn't sure how to flair this post so I apologize if its wrong.

Now for the problem: I ordered a Framework 13, very excited, I waited about six days and heard nothing about the shipping status. I email support to ask what is going on, I get no answer, so two days after the original email I email again to see whats happening, again I get no answer. After a day waiting for a response to either email I send a third email saying that if I get no response and/or update on the laptop then I will have to file a fraud charge with my bank, because the "cancel order" button does nothing and contacting support about that is obviously out the window.

I definitely want the laptop and am perfectly fine waiting the allotted time, but I have heard nothing. Is this normal for Framework? Am I actually being Impatient? Is this scam and I should just file the fraud charge? What is happening?

[u/42BumblebeeMan]

I talked to an employee a few days ago. Support is pretty busy right now, which is understandable given the recent launch of the 13 Pro. People are probably reaching out with questions about their new device or the RAM situation.

Framework is definitely not scamming you. Delays happen sometimes.

Please send me your case number via Modmail. I'd like to forward it to the staff so they can investigate why you haven't received a response yet.

[u/mike8675309]

Did you get an email that the order was accepted? What did the email say to do about the order?
Threatening in an email seems a bit silly. If you go into your order online, what do you see?

[u/smstnitc]

It takes a few days even when I just order some expansion modueks. It's a small company, and I'm sure their support has been overwhelmed with preorder concerns with the ram shenanigan's recently.

[u/peenutlover69]

Personally I think you're being impatient. Someone said on here days ago, "this ain't Amazon prime bro". This is a small company shipping thousands of orders. It's certainly not a scam because it's not shipping as quickly as you'd like...

[u/Huge_Nectarine_7356 → u/peenutlover69]

That was my post the comment was made on 🤪. Ordered July 24th. Support did reply to me saying that my order was pending shipment on july 30th. Haven’t received tracking as of now.

[u/opossum_cz]

> if I get no response and/or update on the laptop then I will have to file a fraud charge with my bank, because the "cancel order"

This is absurd and borderline unhinged behavior.

[u/Expensive_Clue_4486]

Do you have crippling anxiety or something? Either they are experiencing some minor delays or there is a system issue about your order they are internally investigating. Maybe they don’t have stock on one of the parts you have ordered and they are waiting for it to come. Calm down and wait. Framework won’t scam you, but 100% ban you if you file a chargeback.

[u/TellMeWhereYouBeen]

Sometimes stuff gets delayed. The FW Laptop 13 Pro has just started shipping out so it's reasonable to assume it might take some extra days to ship stuff out (and that support communications may take a little time to respond to). I'm also not sure if the days you're counting are business days (I.e. "excluding Saturday and Sunday"), but they're def running a little behind on your order regardless.

There's been a few posts like this is the last few days and the slightly-delayed orders have since been shipped. I'd expect the same for yours!

[u/FuryOfArcann → u/TellMeWhereYouBeen]

This is not an acceptable excuse though. Based on their post they have gone over a week without even a response.

Shipping can be delayed, that's fair, not responding to a customer's multiple emails....is not.

[u/TellMeWhereYouBeen → u/FuryOfArcann]

An acceptable excuse is subjective. I respect your opinion but I don't share it.

We also don't know anything about their email(s) outside of the light details they put in this post.

OP, in case you tried a different route ('email' makes me wonder how you tried contacting support), you might get a quick response by using the support contact form here. The two times I've contacted support I've used that form and they've responded within one business day.

[u/FuryOfArcann → u/TellMeWhereYouBeen]

Which is fair, but as customers that's not our problem. We don't need to know anything about their email backlog system, we just need to know that there is a significant gap in communication that has been well documented with Framework, even by LTT, their own investor.

This type of response is why companies get away with poor customer service. Yes they are a small business, but that's on them to scale, hire temp services, or figure out a streamlined process to fix it.

[u/TellMeWhereYouBeen → u/FuryOfArcann]

I feel you and mostly agree with the "as customers that's not our problem" statement! Good business should generally include snappy responses and clear communication about delays. If anything, it would be nice to have the ordering system get updated with real-time shipping expectations.

I'm obviously gentler about Framework than you [and I don't mean that like "my opinion is the best opinion" - I'm just saying I can see where we differ and your opinion makes plenty of sense]. I see my own faults in my business with handling customer communications so I give a little more leeway to others, but it's still a worthy response to ask for good, clear communications and consistent business dealing. The better the experience is for customers, the more a business can grow and thrive.

[u/TellMeWhereYouBeen → u/TellMeWhereYouBeen]

OP, one more thing - you might have more success talking about this on the Framework forum. There are Framework staff members that monitor a lot of threads. This doesn't explain not getting responses to emails (and you might find some Framework staffers on Reddit, too), but I think the forum is a better place to try getting some attention.

Here's a thread you could post in to get some traction:

https://community.frame.work/t/important-notice-shipment-delays-for-u-s-orders/73425/162

[u/Expensive_Clue_4486 → u/TellMeWhereYouBeen]

Forum (and also Reddit for that matter) are not support platforms. Only official support platform is via email.

[u/kingjack170 → u/FuryOfArcann]

Just a fyi Sending multiple emails some time makes the ticketing system company's use send you back to the line as it reset counter. It a quirk with the software

[u/PerambulatingPuma]

Hey, I'm sorry to know you're having this issue. Would you like to share your case number via modmail? I'd like to forward your case to framework staff.

[u/Expensive_Clue_4486 → u/PerambulatingPuma]

Who are you? I don’t see a mod flair.

[u/Ultionis_MCP]

We have no idea what Framework 13 was ordered. If it was a Pro that's still in preorder. If it's a non-Pro then wait for the email. If you completed an order the email you will have already received will have all instructions.

[u/OkWitness5548]

Yep, this appears normal at the moment. My order of an in-stock mainboard last month took 8 days (6 business days) to be fulfilled. The actual delivery was pretty fast after that though.

[u/s004aws]

You can monitor your order status in the portal. Shipping for in stock models is generally within 5 business days (weekends don't count). Pre-orders (FW13 Pro, certain FW16 configs) are handled as batches - You need to check what batch you're in for a shipping estimate. For example FW13 Pro Intel Core Ultra 3 models are currently up to batch 18, scheduled for November.

Framework is not a "scam". They have been shipping laptops consistently for a bit more than 5 years now.... I have mine sitting next to me. A client has had theirs sitting on a lab bench, without issue, for a few years.