I was eagerly waiting for the touch display for years (which in itself showed that FW isnt too keen in consumer requests if they dont make a ton of money) and ordered it at the beginning of may.
Now 3 month later I get an email that my order was cancelled.
I did n´tcancel my order and have sufficiant funds on my CC. When reaching out to customer “service” I was told that FW allegedly had sent several “Action required” emails to me which I never got. I do get emails from support@framework ( order confirmation, email that my order has been cancelled and the follow up emails)
So 3 month later FW brushes me off by saying I have to order new ( and wait again 3 month?) instead of trying to satisfy its existing coustomer. No, thats not customer care.
A company who cares about their loyal customers more than their profit would go out of their way to find a solution. A priority / reorder, a discount, anything. But framework? They dont care… Can and will not recommend anymore. Thank you for nothing
Hey Fluffeline, sorry to hear that you missed the action required mail, we sometimes have this issue with certain email service providers. Once a pre-order is cancelled on the system, it’s not possible for us to un-cancel it unfortunately. But if you decide to place another order, the wait won’t be 3 months, I think we are very close to shipping out all of the display ore-orders so it should be rather fast. (I’m not support but I randomly saw your message and wanted to chime in. hope this helps)
Thank you so much for a (kind) reply, much appreciated ! Right now Iḿ still in dissapointment-mode since, as mentioned before , no such action required email ever reached me but I do receive emails from the support@ email..
After that experience I have to think about if I want to spend anymore money towards framework to be honest. But once again thank you for stepping in.
Emails can sometimes go to Spam as well (Gmail has a habit of putting emails asking about follow ups to orders into spam because that’s what phishing emails do as well so I can only image other email filters do the same thing).
Also worthwhile making sure your email is not set to Focused mode or whatever and that it actually shows you emails in the order they were received.
Totally understand the frustration, though, with having that pre-order cancelled.
That being said - I would remove the bit in the subject heading where you said “only about profit” because if they cancelled your order they aren’t getting any money from you so… no profit? Anyway, just an aside.