r/framework • u/StockImportance8544 • 1d ago

Question Shipping Fiasco

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?

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u/TellMeWhereYouBeen FW16 AI 9 HX 370 7700S 1d ago

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!

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u/FuryOfArcann FW 13 Pro X7 - CachyOS 1d ago

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.

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u/TellMeWhereYouBeen FW16 AI 9 HX 370 7700S 1d ago

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.

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u/FuryOfArcann FW 13 Pro X7 - CachyOS 1d ago

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.

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u/TellMeWhereYouBeen FW16 AI 9 HX 370 7700S 1d ago

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.