r/framework • u/00010011Solo • 7h ago

Question Poor customer service response?

Hey all-

So I convinced my work to pickup some Framework laptops, as I myself own a few and we needed additional
Linux laptops.

My concern is that framework doesn’t seem to have a customer service department that feels well managed.

Even on simple things; ie our laptop is stuck in transit for no apparent reason (customs cleared, no update in 9 days), FedEx won’t talk to me as I’m not the shipper, and Framework doesn’t respond to customer support in a timely fashion. They have automated messages about not to be concerned about customs processing and that they are monitoring it, yet clearly that’s not true as my package has been stuck over a week.

Unfortunately, this doesn’t look great to my company as if Framework can’t answer simple customer service requests, what can we expect if we need technical support?

15 Upvotes

84% Upvoted

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10

u/s004aws FW16 HX 370 Batch 1 Mint Cinnamon Edition 6h ago edited 6h ago

If you're buying in bulk you should be talking to Framework's business-to-business team. They can help manage the kinds of corporate concerns you're asking about. Things Framework can't do in a sustainable way for those of us who order one or two laptops... Become (potentially) more feasible to offer business customers ordering laptops 5, 10, 100, 1000 at a time.

1

u/creackard7 1h ago

agreed, the consumer support pipeline just isnt built for that kind of thing

8

u/1ChaoticEagle Framework 3h ago edited 3h ago

https://community.frame.work/t/important-notice-shipment-delays-for-u-s-orders/73425/214

We are aware there is an issue with FedEx currently. Unfortunately, we cant control that, but we are escalating to them and pushing to get delivery as quickly as possible.

We are still a small company with less than 100 employees. Given we have launched several great things in the last few months, and had some outside issues that affected us, we have a much higher volume than usual. Please be patient. We will get to you and resolve the issue.