My laptop has the Wobbly Hinge problem. I’d be okay with that, provided Framework provided the expected solid support and helped me resolve the issue. Unfortunately, that’s not how it’s gone down. (I’ve been posting my support saga in the Wobbly Hinge topic as it happens).
I’ve spent a lot of career years in the customer support world, including as a consultant to support organizations. It’s a tough business, but one that’s critical to the long-term success of most companies, and for Framework too, I suspect.
In the interest of putting a positive spin on a not-so-positive experience, I’d like to provide the following advice.
I realize you’re understaffed, but based on my own experience coupled with what I see in the forums, your customer support really needs improvement. If I may offer a few suggestions to help get the ball rolling.
Prioritize the customer experience. Getting laptops out the door is important. Having folks that buy Frameworks continue to recommend them is equally important. Make a good product; take care of your customers should be on everyone’s mind all the time.
Implement an issue tracking system. This provides several benefits. First, support staff can easily follow the history of any customer issue. Second, it ensures nothing gets lost in the cracks. Ticketing systems don’t need to be expensive. A few free ones are pretty good.
Make sure every issue is resolved. Sometimes they will be resolved to the customer’s satisfaction and sometimes not. But if more than a few aren’t, then you have bigger problems you need to deal with.
Communicate in a timely manner, and treat every customer with professionalism and respect, no matter what.
If you want to be taken seriously, you have to take your customers seriously. You folks can do this. But please at least make the attempt.