I’m posting here hoping someone from the Framework team can take a look at my case, as my support ticket has been stalled for almost two weeks.
Timeline:
Aug 27: Framework Desktop order (R884627928) shipped via FedEx to my home in France.
Aug 31: Marked as delivered, never received. The proof of delivery lists a “Receptionist/Front Desk” and a signer name nobody at my address knows (it’s a private house). I filed a police report at Framework’s request.
Sept 10: Framework created a replacement and confirmed it would require a signature upon delivery.
Sept 15: Replacement also marked as delivered, also never received, with the same signer name on the proof of delivery. The signature requirement was apparently not applied on the carrier’s side.
Sept 18: I reported this and asked that any new shipment be sent securely (hold at a FedEx location with ID check, or another carrier). Support replied they’d get back to me within 2 business days.
Since then: no update, despite two follow-ups.
I understand carrier issues happen, but two identical losses and no response for two weeks is getting difficult. I’ve now been without the machine for a month.
Has anyone had a similar experience with FedEx deliveries in France? And if someone from Framework sees this, I’d really appreciate a look at order R884627928.
Yes, I posted on Reddit as well. The post was removed by the moderators, and I’ve taken the order number out of my post now. Thanks for the heads-up.
Apologies for spreading this across several channels. I’ve been feeling a bit helpless: this is the second shipment lost in the same way, and my support ticket hasn’t had an update since September 18 despite two follow-ups.
Could you help get the ticket moving? I’m happy to send my order details by DM or email, whatever works best for you.
Just so you know the order number is still showing on the latest revision of this post. At least it is showing up on my browser on my phone.
Glade Eagle could help you out.
Is it possible to talk to a supervisor at a local FedEx? Odds might be good some high value packages are being fleeced.
My packages are sent to the business where I work since I am never home when they would deliver and someone is always here in the front office to sign for them.
Let us know how it turns out. Welcome to the community too!
I am in the UK and fedex are not much good. They could not even find my house so i had to go to fedex to collect it, so at least not lost.
Other postal services here in the uk have a pin number delivery. If the reciever cannot show the right pin number/qr code, the postal item is not left.
Maybe that pin number delivery is what you need.
I’m also in the UK, and I don’t think I have ever had to show a PIN for a delivery - or maybe once a very long time ago.
As for Fedex UK, I had a package come from Germany (not Framework related) started off as Fedex, and once it crossed the Channel in was handled by Inpost. Wasn’t impressed with their delivery, it was about 3 hours after the delivery window they emailed to me, and then it was just left on the step. He did ring the doorbell, but didn’t hang around.
I hope this doesn’t become the route Framework deliveries in the UK are going to go.
All companies that ship products do not have a lot of choice over what happens on the last miles of deliveries. A service was paid for by Framework and clearly the serice failed to uphold their end of the job.
Companies are always trying to cut corners to whittle a little more profit even in the logistics world which is a surprise to nobody. Couple that with an emerging workforce that is just there to punch a clock and this is the state of affairs seen today.
The real frustration is not being able to talk to anyone LOCAL to help get things resolved. It was much easier 20 years ago when everything wasn’t just directed to an 800# or a website that really does not have the answers but looks good on paper.
Package theft and misdelivered packages have all increased significantly as of late. Just makes it rough when it is a high value and difficult to replace package.