# Customer Experience Updates **URL:** https://community.frame.work/c/framework-team/customer-experience-updates/128.md [Latest](https://community.frame.work/latest.md) · [Categories](https://community.frame.work/categories.md) · [Tags](https://community.frame.work/tags.md) --- ## [Important Notice: Shipment Delays for U.S. Orders](https://community.frame.work/t/important-notice-shipment-delays-for-u-s-orders/73425)
**Author:** [@Eagle](https://community.frame.work/u/Eagle)\ **Replies:** 276\ **Last updated:** [September 1, 2026, 4:05pm UTC](https://community.frame.work/t/important-notice-shipment-delays-for-u-s-orders/73425 "2026-09-01T16:05:21Z")
We would like to inform you that some laptop shipments to the U.S. are experiencing delays. This delay is solely related to courier processing and is not connected to tariffs or trade policy. While the original delivery… --- ## [Status of Framework Support (December 20th, 2024)](https://community.frame.work/t/status-of-framework-support-december-20th-2024/62106)
**Author:** [@Destroya](https://community.frame.work/u/Destroya)\ **Replies:** 1\ **Last updated:** [December 20, 2024, 11:04pm UTC](https://community.frame.work/t/status-of-framework-support-december-20th-2024/62106 "2024-12-20T23:04:19Z")
We’d like to share our support coverage details for the upcoming holidays: Framework support will be closed on December 24th and December 25th and also on December 31st and January 1st, as the Framework support teams wi… --- ## [\[RESOLVED\] Shipment Delays in Anchorage, Alaska](https://community.frame.work/t/resolved-shipment-delays-in-anchorage-alaska/60812)
**Author:** [@Destroya](https://community.frame.work/u/Destroya)\ **Replies:** 3\ **Last updated:** [November 26, 2024, 6:40am UTC](https://community.frame.work/t/resolved-shipment-delays-in-anchorage-alaska/60812 "2024-11-26T06:40:16Z")
Our Logistics team has informed us that several shipments are currently delayed in Anchorage, Alaska. They are actively monitoring the situation, so if your package is affected, there’s no need for you to take any action… --- ## [Self-Service Email Change](https://community.frame.work/t/self-service-email-change/60474)
**Author:** [@Destroya](https://community.frame.work/u/Destroya)\ **Replies:** 2\ **Last updated:** [November 25, 2024, 1:31pm UTC](https://community.frame.work/t/self-service-email-change/60474 "2024-11-25T13:31:33Z")
We’re happy to announce that, as of today, you can change the email address associated with your Framework account yourself. If you would like to change the email address associated with your Framework account, you can … --- ## [Status of Framework Support (June 12th, 2024)](https://community.frame.work/t/status-of-framework-support-june-12th-2024/52819)
**Author:** [@Destroya](https://community.frame.work/u/Destroya)\ **Replies:** 0\ **Last updated:** [June 12, 2024, 11:34pm UTC](https://community.frame.work/t/status-of-framework-support-june-12th-2024/52819 "2024-06-12T23:34:28Z")
We have a small announcement from our support team. Our team is handling higher-than-usual volumes following the announcement of the Framework Laptop 13 with Intel Core Ultra Series 1 processors, the new 2.8k display, a… --- ## [Final Payment Capture Failures (UK/FR/DE), Order Processing Notification Email Status, and Framework Laptop Display Damage](https://community.frame.work/t/final-payment-capture-failures-uk-fr-de-order-processing-notification-email-status-and-framework-laptop-display-damage/15406)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 19\ **Last updated:** [April 30, 2024, 6:54pm UTC](https://community.frame.work/t/final-payment-capture-failures-uk-fr-de-order-processing-notification-email-status-and-framework-laptop-display-damage/15406 "2024-04-30T18:54:09Z")
Hello everyone! There’s definitely excitement in the air amongst our community located in the UK, France, and Germany this week as we’ve started shipping Batch 8 orders. Thank you so much for your patience while we worke… --- ## [Framework Support and Team Engagement](https://community.frame.work/t/framework-support-and-team-engagement/45809)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 0\ **Last updated:** [February 23, 2024, 5:46pm UTC](https://community.frame.work/t/framework-support-and-team-engagement/45809 "2024-02-23T17:46:55Z")
Hello everyone, We’re seeing a disturbing trend of irrational anger, foul language, abusive tones, and general toxicity in Support and on our managed social media channels. Everyone is well-within their right to be frus… --- ## [Status of Framework Support (December 12th, 2023)](https://community.frame.work/t/status-of-framework-support-december-12th-2023/41950)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 4\ **Last updated:** [December 29, 2023, 6:38pm UTC](https://community.frame.work/t/status-of-framework-support-december-12th-2023/41950 "2023-12-29T18:38:54Z")
Hello friends, It’s time for another update. My apologies for the delay between updates this time around as we’ve had our hands full. As we approach the end of Batch processing for Framework Laptop 13 (AMD Ryzen 7040 S… --- ## [Bezel Installation, Framework Guides, and Framework Knowledge Base](https://community.frame.work/t/bezel-installation-framework-guides-and-framework-knowledge-base/42298)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 10\ **Last updated:** [December 21, 2023, 4:20am UTC](https://community.frame.work/t/bezel-installation-framework-guides-and-framework-knowledge-base/42298 "2023-12-21T04:20:35Z")
Hi friends, We’re seeing a disturbing increase in CID (Customer Induced Damage) around broken bezels due to improper installation on first setup post-arrival. Please follow the guide to install or remove the bezel. What… --- ## [Self-Service Formal Invoices Now Available](https://community.frame.work/t/self-service-formal-invoices-now-available/42112)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 0\ **Last updated:** [December 16, 2023, 12:15am UTC](https://community.frame.work/t/self-service-formal-invoices-now-available/42112 "2023-12-16T00:15:31Z")
Hello friends, I know this has been a very long time coming, but the ability to self-request a formal invoice for a fully paid Framework order has arrived, and will allow you to either print or download your invoice. A… --- ## [Status of Framework Support (November 6th, 2023)](https://community.frame.work/t/status-of-framework-support-november-6th-2023/39554)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 39\ **Last updated:** [December 12, 2023, 9:43pm UTC](https://community.frame.work/t/status-of-framework-support-november-6th-2023/39554 "2023-12-12T21:43:04Z")
Hello friends, Framework Support is currently seeing the heaviest sustained contact volume that we’ve ever encountered since the formation of the team in 2021. With some of the customer experience challenges that we’re … --- ## [In-stock and paid pre-order status, attempted online sales of pre-order position, and “un-cancel” requests](https://community.frame.work/t/in-stock-and-paid-pre-order-status-attempted-online-sales-of-pre-order-position-and-un-cancel-requests/40976)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 0\ **Last updated:** [November 27, 2023, 9:28pm UTC](https://community.frame.work/t/in-stock-and-paid-pre-order-status-attempted-online-sales-of-pre-order-position-and-un-cancel-requests/40976 "2023-11-27T21:28:11Z")
Hello everyone, With the release of the Framework Outlet, we are seeing an uptick in customer requests to modify these in-stock and fully paid orders. Per our knowledge base article on this topic, once an order is place… --- ## [Status of Framework Support (July 31st, 2023)](https://community.frame.work/t/status-of-framework-support-july-31st-2023/34805)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 5\ **Last updated:** [November 1, 2023, 1:16am UTC](https://community.frame.work/t/status-of-framework-support-july-31st-2023/34805 "2023-11-01T01:16:08Z")
UPDATE: We’re back to responding within 1 business day for most inquiries. If you have not received a response for an extended period of time, please reply on the existing ticket thread. If you don’t receive a response, … --- ## [Status of Framework Support (October 24th, 2023)](https://community.frame.work/t/status-of-framework-support-october-24th-2023/38680)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 12\ **Last updated:** [October 29, 2023, 3:59pm UTC](https://community.frame.work/t/status-of-framework-support-october-24th-2023/38680 "2023-10-29T15:59:54Z")
Hello friends, Given that we are deep into batch shipping and progressing quickly to subsequent batch notifications and payment captures, Framework Support is currently experiencing extremely high contact volumes. We’ve… --- ## [Framework Support Ticketing System Outage - Kustomer](https://community.frame.work/t/framework-support-ticketing-system-outage-kustomer/34611)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 2\ **Last updated:** [July 28, 2023, 12:39am UTC](https://community.frame.work/t/framework-support-ticketing-system-outage-kustomer/34611 "2023-07-28T00:39:52Z")
Hello everyone, Our support ticketing platform, Kustomer, is experiencing a major outage at the moment, and we do not believe our system is ingesting incoming support tickets (no auto-response). Given the system is down… --- ## [Framework Laptop vs Marketplace Orders and Freight Forwarding](https://community.frame.work/t/framework-laptop-vs-marketplace-orders-and-freight-forwarding/13314)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 50\ **Last updated:** [July 18, 2023, 12:20pm UTC](https://community.frame.work/t/framework-laptop-vs-marketplace-orders-and-freight-forwarding/13314 "2023-07-18T12:20:49Z")
Hello Framework Community, We’ve made it through our first holiday season crunch and we’d like to welcome all of the new Framework Laptop owners into the fold! You are amongst friends and we’re glad you’re here. Yes, th… --- ## [European Framework Laptop Order Shipment Tracking](https://community.frame.work/t/european-framework-laptop-order-shipment-tracking/15625)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 5\ **Last updated:** [September 15, 2022, 10:23am UTC](https://community.frame.work/t/european-framework-laptop-order-shipment-tracking/15625 "2022-09-15T10:23:01Z")
Hello Framework Community, For our recent European Framework Laptop order shipments we know the tracking numbers we provided in your shipping confirmation email have caused some confusion, and for that, we apologize. O… --- ## [Recent Customs Issues with Framework Laptop Orders (UK, FR, DE)](https://community.frame.work/t/recent-customs-issues-with-framework-laptop-orders-uk-fr-de/15956)
**Author:** [@TheTwistgibber](https://community.frame.work/u/TheTwistgibber)\ **Replies:** 4\ **Last updated:** [March 8, 2022, 9:43am UTC](https://community.frame.work/t/recent-customs-issues-with-framework-laptop-orders-uk-fr-de/15956 "2022-03-08T09:43:13Z")
To our friends in the UK, Germany, and France: Earlier this week, we identified an issue with incorrect prices printed on Commercial Invoices (CI). We have since corrected this issue; however, the majority of Batch 8 or…