Framework customer support has agreed to replace my faultly motherboard under warranty. I was quite impressed to be honest as it was all sorted in the space of a couple of days.
However, that was now well over 2 weeks ago (when I was told to wait 3-5 days), the thing doesn’t actually seem to have been dispatched (I don’t have a tracking number), and my last couple of emails have gone ignored.
It’s a shame really, as I was very much ready to write about how impressed I was with them after the speed with which they troubleshooted my problem and agreed to replace. However, because of this delay, I’ve now been stuck with a laptop that won’t boot for (IMO) an unacceptably long time, and I don’t have any meaningful information about why.
You’ll get it.
I’ve never seen a case where support just randomly changed their mind.
Though do note, if one is verbally abusive, then support disengaging is a possibility. But sounds like that shouldn’t be a concern here.
Spoke (thought) too soon.
Sounds like the delays are in the other half of completing your replacement. The deptment that handles that half, shipping a part & providing a label to return your malfunctioning part, is separate. They can be backlogged separately it seems.
Their emails not making it to you is a possibility. Strongly recommend not using a self hosted email server, including small company ones. Use a major email provider, such as Gmail (make one of you don’t have one) to remove a potential source of issues.
I did write to complain about the delay, but I believe that (at least by my judgement) I was reasonably polite and certainly not verbally abusive.
The relevant email address is a Microsoft one so I can’t imagine that is a problem – in any case, the issue is solved now (see below), but surely the system should be configured so that it won’t just suddenly start dropping messages from an email address that already has an active ticket? Seems like a flaw if not.
Thanks for the update. I will just confirm on here that I have now received tracking details etc. and it seems to be on the way. They’ve even upgraded it to priority shipping, which is good customer service.
Without knowing the minutiae of exactly what went wrong, it’s difficult to be specific, but I do think the communication of the delay could be improved… it was a little disconcerting receiving details of a replacement order and then having radio silence for two weeks!
I should stress that other than that, Framework haven’t done a bad job at all. Thanks to their quick troubleshooting a few weeks ago, I’ll be up and running again 3 weeks after my initial contact, even factoring in the delay. Of course any downtime isn’t ideal, but I’ve had experiences where I’ve waited weeks for customer support to respond to me at all, so I was mentally preparing myself for it to be much longer.
(And of course I still have the SSD from the laptop, so I won’t have to spend time restoring everything from my backup drive - in fact being “allowed” to take it out and boot it in another machine in the meantime has saved me a lot of annoyance over the past few weeks).
this was just an update for the other community members!