On January 15 I’ve ordered a Framework Desktop. However, payment… well… failed successfully. The money was held on my account, but I got a redirection loop, browser error and no order was created. I also didn’t get any e-mail from the shop.
I contacted the support via the form. They asked me if the money was only an authorization hold (which at that time was true) and told me the would not process the payment further, so that in a couple of days money would be returned to me and I could order again.
I responded that I don’t find it a good solution – first because how can I be sure next attempt won’t fail as well and second that given the current market situation I don’t even have a guarantee I will be able to make another order for the same price. Then they promised to investigate and get back to me “shortly” with the solution, which they haven’t done for the next few days until now.
I wrote them again to ask for some update, but I just got this message:
“Thanks for reaching out. Please note that we’re able to respond more quickly to support requests through our Support Form. Responses to emails may be delayed.”
Actually support form was the first thing I’ve used, then just kept answering e-mails received. Also, in the meantime the payment was processed, so at the end of the day money won’t be returned to me automatically.
So… effectively I have neither the computer, nor money, nor any information on what’s going to happen next. I’ll try to escalate here, maybe someone else from the team could help?
It’s a pity that the purchasing experience looks like this, as I’m also considering to buy the laptop from Framework as well in some time. It would be good to know that the issue is discovered, fixed and I can be sure to have the proper experience in future.
P.S.: Sorry for tags not matching properly – I couldn’t see any related to the ordering process.
