My recent experience with Framework Support

General Topics
1

This post is my attempt to provide some constructive feedback based on my recent experience contacting Framework Support. For the most part the experience was positive, but some things definitely need to change, and the sooner the better.

My case

A few weeks ago I noticed that the touchpad clicker on my AMD Framework 13 had stopped working unless I pushed down in a very specific spot. I tried following all of the Framework guides to re-seat it or to realign it assuming it was stuck. That didn’t work, so I tried replacing the input cover. When that didn’t work, I tried taking out the battery. When that fixed the problem, I realized it wasn’t anything I had done to the touchpad. The battery had simply swelled, so there wasn’t enough space for the clicker to operate. I contacted support through their online web form.

They were fairly responsive in that I got a human response to each of my messages in less than 24 hours. They asked some questions, and they asked for some video showing the problem. In a little over two days after I opened my case, they offered to replace the battery under warranty. The replacement battery fixed the problem, and I was fully up and running again.

My Feedback

The response time from support was very good compared to many of the complaints I’ve read here and on Reddit. The quality of the support was also very good. I wasn’t subjected to too many silly scripted questions, and they offered to replace a part without giving me any grief.

None of the messages from support included a case number. There’s also no website to track the status of your case, provide additional information, or attach files. This was frustrating, because you reply to an email, and then you have no idea if support got the message or if they correctly updated your case. Even the most basic help desk / technical support systems issue case numbers and offer a customer web portal.

The second canned response email I received from support suggested I upload a video demonstrating the problem to YouTube. I found this suggestion absolutely appalling. I don’t care how convenient Framework thinks this is, they shouldn’t be suggesting anyone use the surveillance economy for warranty support. If Framework wants video, Framework must provide a facility to accept video. As far as I’m concerned this is nonnegotiable, and it’s a serious breech of trust. I ended up posting a private link to my own server instead, but most people don’t have that option.

Conclusion

Online support does not mean email only support. Many of the issues Framework support has been criticized for seem to stem from lost or missed communication. Email is inherently unreliable in that the sender has no reliable way to confirm the recipient actually got their message.

I understand they’re a small company; and I’m not asking for chat or phone support. Framework must provide a customer web portal for support cases as soon as possible. They’ll probably spend less time fielding customer emails that are just looking for a status updates when they do. Obviously requested videos should be sent to Framework by attaching them to a case through that same customer web portal and not by uploading them to @#$%ing YouTube and then emailing them a link!

This isn’t a “nice to have some day” sort of thing either. This is basic infrastructure that should have been in place from the beginning and given equal priority to the online store. Can you imagine telling customers to place orders through a web form and then requiring all follow up must be by email? If that’s not good enough for sales, it’s not good enough for support!

7 Likes
2

Framework Support really needs a web portal. I submitted a request to change to expedited shipping on Thursday night after my Tuesday night order was delayed. I received the “We received your ticket” email and nothing further. On the following day (Friday), I received a shipment notification with the original non-expedited shipping. Now I have a shipment that will likely be delivered around the time that Framework Support looks at and respond to my email. Unfortunately for Framework Support, I am not able to recall and resolve the case on my own.

2 Likes
4

Most also have no idea what you are talking about. One persons concerns are often unknown to others. Demanding that Framework pony up more money to host video storage facilities is an expense that isn’t warranted. There are actually video sharing website that respect privacy. Customers can use those as well.

Don’t get me wrong. I am no fan of Youtube. I don’t use it without a custom front end. But this is niche, and beyond the technical abilities of most average consumers.

5

They specifically requested a link to a video. I don’t know if they’d accept a video attachment on an email or not. They could filter on content type or file size. Either way it goes back to email being inherently unreliable. There’s no way to confirm the video made it from me to them.

With a website upload, the website itself can provide a confirmation that the upload was successful. With even a basic ticketing system, you can make sure the video gets associated with your case.

3 Likes
7

Respectfully disagree. If Framework is requesting video, Framework needs to accept the video. My only intention is to share the video with Framework and nobody else. Somebody has to pay the storage cost. There’s no reason the storage cost should be covered by a third-party, and there’s no reason Framework should be asking the customer to find someone else to store a video they asked for.

1 Like
8

I suppose I can see your point, but I respectfully disagree.

I prefer Framework sinks costs into R&D and improving their product line. I’m ok with them not having the most perfect support network, so long as they are trying, and it is a continual process. All that we have gotten from Framework makes it apparent this is the case.

2 Likes