I’m fully aware this is not the right place to post this, but I’m desperate at this point. Can someone at Framework please contact me?
17 days ago, I tried to order 2 laptops, but got “card declined”. I confirmed with my bank that there was no issue, tried 2 more cards, and finally reached out to support. I got an automated reply and nothing.
I reached out to the business team a week later and finally a person contacted me. They asked me to place an ACH order, so I did, then they said simply “I cannot put your order through”.
That was over a week ago. Despite calls, emails, voicemails, etc, I’ve received NOTHING and not explanation. Framework has $3K of my money, did not give me an order, and now no one will respond to me. I opened another support ticket, got a request to confirm my account, then nothing… I feel like I was scammed by this company! Now, I just want my money back!
UPDATE: The order was shipped, despite what the rep told me. After days of silence, the Framework support team got back to me immediately after they saw my posts here and on other forums. I’ll be returning the order, as I had already given up and ordered laptops from another company. Frameworks seems to have some problems with internal communication… The whole experience has made me wary of relying on them for future support / upgrades. I’ll stick with the devils I know (Lenovo in this case).
I know that you send request to framework support but If you would like to speed up process it will be goof to mention someone from the framework team to get more attention. I’m not sure who can help you, but recently @Eagle was active on forum
I am just another user like you. I have been on this community forum for a while and have never heard of anyone else having similar problems.
@lbkNhubert asked which country because FW don’t allow any freight forwarding methods and your experience is similar to how FW deals with freight forwarding based purchases.
As you are in the USA, I cannot think of any reason why FW would not accept your order.
One thing that does confuse them is if the email address you associated with the order is different from the email address you use to get support.
Try to keep those two email addresses the same.
Support have told me in the past that using the FW website support form is easier for them to respond to than an unsolicited email. They do respond to both, but the website method responds faster.
Use the “submit a support request” link.
In general, FW support are actually pretty good. Their IT systems might not be great, as some support requests get lost or missed, but once they do get through, its normally a pretty good experience.
Placed three separate orders with Framework so far… my only (very minor) complaint is that each order took between 7-10 days to arrive and the tracking gets a little weird handing over from EU to UK couriers… but my country did vote for Brexit, so it’s our own fault I guess.
Responses can sometimes take a day or two (business days), but they will get back to you. You’re best bet would be to either reply to the support ticket you already have open (opening an additional ticket at this point would likely slow things down, if anything) and request and update on the situation, or respectfully request that the ticket be escalated.