On August 16, I pre-ordered a Frame.work, part of the 3rd batch of 13 Intel® Core™ Ultra Series 1.
On September 19, I received an e-mail telling me the rest of the payment would be paid and the shipment sent soon.
On October 1, I received an e-mail saying Framework Laptop 13 (Intel Core Ultra Series 1) were in stock.
On October 7, I received an e-mail telling me I requested a cancellation and would be reimbursed.
I did not request a cancellation and was still waiting for an update about shipping.
I’ve sent a support request about an hour later (in the changes in my order category since there is no wrongly cancelled order category) and received an automatic e-mail response including “Framework Support is currently under heavy contact volume. Responses may be delayed”.
I hope this is not a sign of how the Frame.work company operates.
I’ve been using a temporary laptop while waiting for the new one but I’m not sure I’ll wait several more weeks or months, so I may give up on Frame.work and choose a different brand if the order is not back on track pretty soon.
@acrataupe No, this is not normal. Although they have a few quality or customer service support issues now and again, it is not normal to experience a pre-order issue like you described. At least I haven’t read of one yet and I’ve been around since March of this year, 2024.
This ‘is’ a user support forum however. Some of the FrameWork moderators visit on occassion, you will probably want to e-mail them or call them to try and clear that up. I’m hoping there was a human interaction and they just picked the wrong order to cancel.
I ordered a FW16 AMD in March and recently a FW13 Intel Ultra recently and other than a few weeks of delay on the FW13 it has been smooth.
Best of luck and I hope they help get your order straighted out quickly and that you get to enjoy a really nice unit!
I got a response from support.
There was a problem with the payment.
They say they sent me two e-mails telling me about this and how to proceed with the payment, and then cancelled my order because I didn’t do anything, and that I lost my place in the shipment queue.
I think, because of the delay (october instead of september), the limit on my card had reset to its default value. When I noticed, I set it to a higher value again but it was apparently too late.
Problem is, I never received those two e-mails they tell me they sent. Otherwise I would have done what was required.
Yes. The registrar of my domain name is forwarding the e-mails to a Gmail inbox (without any filtering).
I have received all their other e-mails.
I have double checked, including the spam folder.
EDIT: I’ve looked it up and I see Gmail tends to be more aggressive with e-mails forwarded from other servers. I hope that’s not the problem here (I think they would be in the spam folder rather than not received at all). Still, it would be strange since I received all the other e-mails from Framework (not marked as spam).
I’m almost certain I’ve checked the website at least once between the mails I didn’t received and the cancellation notice one, so adding a notification there and updating the informations on the order to include that such and such actions are required would be a good idea.
I was about to come back here and say everything ended well since I made a new order and it arrived relatively quickly.
Except, FedEx either dumped the package at the building entrance (where anyone visiting the building could take it) without calling me or using the intercom which also calls my cellphone, or worse.
“Receptionist/Front Desk” they call it, except there is no such thing here.
And “Proof-of-delivery details appear below; however, no signature is available for this FedEx Express shipment because a signature was not required”.
Anyway, when I checked, about 2 hours after the supposed delivery, there was nothing.
@acrataupe
Not a happy story then.
I think I was lucky, FedEx could not find my house, so did not leave it for someone else to take.
I had to go to their sorting office to collect it.
Still, it would be strange since I received all the other e-mails from Framework (not marked as spam).