Yes it did indeed. I opened a support ticket by filling in the contact form on their website where I stated my order number and asked them to help.
Within hours the tracking page showed an astonishing turn: the package went back to Singapore, then to Bahrain, Italy and finally through customs at Cologne without any further hitch. All that took less than 48 hours until it arrived at my house. I can only presume they reprovisioned the package with corrected paperwork or whatever. Excellent service in my case, anyway.
Thanks a lot for the answer.
My support ticket got answered yesterday with “we escalated and will take care”.
Let’s hope it is fast and useful for me as well.
From Singapore to Bahrain to Milan to Dusseldorf and then:
Pickup Date: 2022-03-07 15:19:00
Estimated Delivery Date: 2022-03-09 22:00:00
Ship From: Ship To:
SINGAPORE,
SG …,
DE
EVENT CATEGORY
09 Mar 22 2:27 AM - Customs status updated - COLOGNE,GERMANY
Further Details - Entry is rejected by Customs Authorities
Next Steps - Entry will be corrected and resubmitted. A DHL representative shall attempt to contact the importer or shipper if further information is required.
Entry is rejected! It is stuck in customs, just some miles from its destination!
My heart skips a beat. It is essentially not predictible, how that goes now. Something seems to be wrong in the customs declaration of this item. Is this now going to crash and burn?
It arrived. Last night I installed Arch on it. I have not done much but it looks nice so far. The screen is great. The keyboard is nice. Oh and pro tip: sort out your hardware clock before running pacstrap. All the guides on the Internet are on VMs and a brand new laptop with the wrong time set seems to affect keys used by the package manager.
DHL called me and wanted some kind of payment prove. For this the payment mail (stage 4) from Framework seems to be enough. I sent them the whole mail as screenshots.
Furthermore they told me that they still need to know who actually sent the package, since Framework seems to have a logistics partner and they didn’t specify it correctly.
I just sent DHL a confirmation that it is actually sent by Framework and hopefully that’s all now and they can ship it to me.
Mine (i7 DIY, w/ 32GB of ram) finally arrived yesterday! Even made an unboxing video, hopefully to share it to YouTube soon to promote the mission Framework is on.
|08 Mar 2022 10:12|Southall|Your parcel will be with you today|
|08 Mar 2022 06:21|Southall|Your parcel is at our Southall depot|
|08 Mar 2022 06:18|Southall|Your parcel is at our Southall depot|
|08 Mar 2022 00:20|Hub 1 - Bham|We have your parcel, and it’s on its way to our Southall depot|
|04 Mar 2022 17:46|Lenton Taipei|Your parcel is in transit|
|04 Mar 2022 15:33|Lenton Taipei|Your parcel has been collected from the sender|
|03 Mar 2022 13:15|Taipei|Your parcel has been collected from the sender|
|03 Mar 2022 05:22|Sender|We’ve received your order details, but have not yet received your parcel|
Wow, this is embarrasing!
Mine made its way out of customs, but has missed the schedule for delivery. DHL still claims it should be delivered today until 22:00, which I doubt will happen.
You were right. After finding a Torx driver (a phone shop gave me one of theirs for free, welcome to the middle east) and following the instruction it is now charging again. Thanks for the tipp. Seems like the coin cell was just depleted. Don’t know why they went with a rechargeable one instead of a regular…
That is good to hear.
Mine was not delivered by DHL Express as they claimed. The tracking was for a delivery until 22:00 yesterday and of course that did not happen. Even though the parcel was at the delivery base since 12:30 that day. Ten hours of time to get it from the base to my location, just 40km away from the base…
Now they claim to deliver until 22:00 today. Let’s see if they can find someone able to drive a car. I wonder what I get for my money, besides that kick in my butt from DHL Express.
Glad that worked for you, and saved you having to send it back. Mine has been rock steady since I reset mine, so hopefully you will be good for the rest of your trip.
I think the issue was they had left to go traveling, and took the laptop, but not thought that they may need to strip down their laptop while traveling, so probably didn’t think to take that with them.
I think going forward I will plan on taking the FW tool with me when I travel based on this.
If it’s anything like couriers in the UK, most drivers leave the depot before 11am so that they have a remote chance of finishing their rounds by the evening, so anything that arrives at the depot after ~10am will almost certainly be tomorrow’s delivery.
I had exactly the same customs issue as DeliriousTarnish described, also to Germany. I’ve contacted Framework Support yesterday and they’ve since escalated my ticket. I’m currently waiting to hear back from them.
If that takes too long (customs gave me a deadline…) I guess I’ll submit the same details and documentation to DHL myself and keep my fingers crossed for the best.
Funny enough the invoice on the outside of the package clearly states, that it was sent by Framework. No idea how they could not get that. It doesn’t even state any logistics partner explicitly …
I’m curious if a replacement hinge fixes the issue for you. I replaced the hinge on mine and still see this issue (display slowly falls to 180 even at rest) which makes me wonder if something else is at play or I just got unlucky twice.