Laptop Touchpad Left Click Isn't Working Properly

[TheTRUEAsian]

@juchong

Hi, I still haven’t received a response from support. I also realigned the touchpad, but the double-click issue is still present. It’s been nearly a week!

In that case, you should DM a mod and see if they can put you in touch with the team.

[Tdxspecs47]

I’m following this thread as my laptop just started doing this too. Batch 1 AMD, had it about a week. Everything else is amazing. This is just annoying. Can you let us know what your eventual resolution is? Thanks.

[juchong]

@Tdxspecs47

I’m following this thread as my laptop just started doing this too. Batch 1 AMD, had it about a week. Everything else is amazing. This is just annoying. Can you let us know what your eventual resolution is? Thanks.

I haven’t received a reply to my support email and can’t find a list of mods anywhere. I think this request has fallen into the void, unfortunately.

[Tdxspecs47]

I’m sure support is super busy right now with all the batches going out. I put in a ticket just now so I’ll report back on my eventual outcome. I’m fine if this takes a week or two, personally, as the touchpad works but is just an annoying issue. Two of us could indicate a bigger problem.

[TheTRUEAsian]

@juchong

I haven’t received a reply to my support email and can’t find a list of mods anywhere. I think this request has fallen into the void, unfortunately.

@Fraoch is a mod. Another option is to DM TheTwistGibber as he’s a head of one of the support departments. Framework just released a post detailing support status recently and they are absolutely hammered.

[Fraoch]

@juchong

the automated response from support

If you’ve received an automated message from support then your email is reachable and yes, you are in the system.

@TheTRUEAsian

they are absolutely hammered

True, I’ve seen the numbers, it’s multiples of normal.

Status of Framework Support (October 24th, 2023)

Hello friends, Given that we are deep into batch shipping and progressing quickly to subsequent batch notifications and payment captures, Framework Support is currently experiencing extremely high contact volumes. We’ve recently added more headcount to our team, but the current spike in volume has exceeded forecasts by a significant margin. Our team is working as quickly as we can to engage with tickets in the order in which they were received, however, order modifications are time sensitive as…

If you hadn’t received an automated message then your email is unreachable and we should definitely investigate further.

Please wait a few more days. Please don’t submit another ticket, that one will just go to the end of the line, adding to the queue, and won’t get your original one answered any quicker.

Our friend Twist is in a group meeting at FW headquarters and will be unreachable for a day or two. He would be the one I would ping anyway, so please wait just a bit longer.

If you don’t hear anything before the end of the week, post back here and we’ll look into it.

[juchong]

@TheTRUEAsian

Framework just released a post detailing support status recently and they are absolutely hammered.

I understand they’re busy, but a week is a very generous delay. We’re all busy, but the automated e-mail message and overall messaging doesn’t reflect this.

@Fraoch

If you hadn’t received an automated message then your email is unreachable and we should definitely investigate further.

Yes, I received the confirmation message.

@Fraoch

If you don’t hear anything before the end of the week, post back here and we’ll look into it.

What does the ETA for RMAing a touchpad look like?

[TheTRUEAsian]

@juchong

What does the ETA for RMAing a touchpad look like?

Speaking from my experience, I was in contact with Support for 1 business day and they decided to do an RMA for my input cover. A replacement was shipped out shortly and it took about 3 days for it to reach me (from the U.S to Canada). Then, I shipped back the defective input cover.

[juchong]

@TheTRUEAsian

Speaking from my experience, I was in contact with Support for 1 business day and they decided to do an RMA for my input cover. A replacement was shipped out shortly and it took about 3 days for it to reach me (from the U.S to Canada). Then, I shipped back the defective input cover.

Was this before, or after the recent spike in support tickets?

[TheTRUEAsian]

@juchong

Was this before, or after the recent spike in support tickets?

Before the spike but once they’ve decided to go through with the RMA, it should move quickly from there. When Support sends you a response, I would recommend thoroughly detailing all the steps you’ve done to try and fix it as well as a video of the issues just to minimize the number of emails sent back and forth. It should help to move things along.

[juchong]

@TheTRUEAsian

Before the spike but once they’ve decided to go through with the RMA, it should move quickly from there. When Support sends you a response, I would recommend thoroughly detailing all the steps you’ve done to try and fix it as well as a video of the issues just to minimize the number of emails sent back and forth. It should help to move things along.

This sounds great, but I’m hoping that support chimes in with more information. For all we know, they may not have enough compatible touchpads to meet demand and RMAs may wind up getting delayed to meet shipping deadlines.

[sciencewhiz]

@juchong

For all we know, they may not have enough compatible touchpads to meet demand and RMAs may wind up getting delayed to meet shipping deadlines.

I believe they have a US warehouse that is used for the marketplace orders separate from the Taiwan factory. That’s why you can’t combine marketplace orders with laptop orders. So it’s a good sign that touchpads are in stock for the marketplace. Framework | Touchpad Kit

[juchong]

@TheTwistgibber Can you comment on this? I’m still waiting for a response from support. It’s been a few weeks! What’s going on?!

[MJ1]

How long has it been since you submitted the ticket, or done anything like bump the ticket or submit another ticket?

[juchong]

@MJ1

How long has it been since you submitted the ticket, or done anything like bump the ticket or submit another ticket?

I was told not to submit another ticket/email and bump the thread instead. The support experience so far is far from “stellar.”

[MJ1]

How

@juchong

I was told not to submit another ticket/email and bump the thread instead.

So how long has it been?

[juchong]

@MJ1

So how long has it been?

This thread was started on Oct 17, so about 19 days.

[MJ1]

@juchong

This thread was started on Oct 17, so about 19 days.

Yeah, that does seem long. The ticket might have got sorted into a lower priority queue. They have said that support is flooded right now. Don’t know what the delay is for lower priority issues. Certainly not ideal, but it is what we are working with at the moment.

[Matt_Hartley]

@juchong

Can you comment on this? I’m still waiting for a response from support. It’s been a few weeks! What’s going on?!

Edit: Twist has indicated something else may be happening, looks like they’re looking into it.

---

We’re still plowing through with order modifications.This post on Reddit absolutely applies still.

https://www.reddit.com/r/framework/s/YgiL9AEI0F

We’re also reorganizing some things to better balance things out, but everyone is experiencing this atm.

Do not open a new ticket as it will not help rather just adds to the load.

We realize this isn’t ideal and are doing the absolute best we can.

[TheTwistgibber]

A few weeks means something else is at play here as there should be no tickets that old without a response. I’ll take a look when I start this morning.