I just received my Batch 5 AMD Framework 13 DIY Friday.
I have a problem with my display - a single column 1 pixel wide is misfunctioning from top to bottom, possibly due to rough shipping. I probably need a new display. No big deal, replacable parts are why I bought a Framework. I already reviewed the display replacement guide & reopened it and checked the cables weren’t pinched or something. Awesome guide, but no joy on the issue.
I used the web form to submit a service request, & got an autoresponder saying "we will get back to you if you didn’t select one of the guides. But no ticket number, and apparently no portal to be able to go check your ticket status? Plus no human response.
I get they are busy shipping, but with no ticket number and no ticket portal I have no idea a. if they got it b. where it is in the queue or c. how long it will take to respond.
I admit I sent a second webform request in today after 24 hours before I checked here.
I see people waiting 5+ days to hear back, so obviously I was hasty…
My question is this the right process? And how long should I expect to wait before I hear back?
PS. Other than the display issue my assembly & set-up far exceeded my expectations for Linux issues. Ubuntu 22.04.3 OEM & 64GB worked right out of the box. All the guides were exceptionally well written. The one issue I hit with the fingerprint scanner had a guide that fixed it. Nicely done!