I have to say I am exceptionally disappointed in support for Framework. I have had a miss-shipped item since Monday and Framework support has provided absolutely no help in resolving the issue. There are large lags in between responses and they provide no material help. I had to file a claim myself with FedEx, provided the claim to support and then as if they don’t even read the support responses they asked for the claim number that was already provided. Unsure what to even do at this point other than dispute charges since support has provided no useful feedback or specifics for resolving the issue. Unfortunately this doesn’t appear to be uncommon from recent web searches.
Hello! Unfortunately, we have a bit of a backlog right now due to the recent launch. Your ticket was last replied to that it was escalated to the Logistics team (August 3rd) and they’ll need to file a claim from our account. Your claim was auto ‘resolved’ by FedEx as you are not the shipper. This can take a day or two to go through the process with FedEx.
I’ve alerted the Logistics team to see if FedEx can speed the process up a bit for you.
So what does this mean? Are you saying to just sit tight and wait for a maybe resolution on an expensive piece of hardware? I ordered the Framework desktop because I had a need for it. Are you suggesting to just wait with nothing definitive without being able to have the compute resource until an unknown future date after already having paid? The response is still a non-answer with no path or timeline to resolution.
As Fedex is stating they delivered the package, and tracking shows that it was delivered, we have a certain path that we have to go through to escalate at Fedex and challenge that for you.
It shouldn’t take long. Usually a couple of days. Once complete, we will let you know on your support case.
I apologize if you didn’t receive your package against what they are stating. I know that that’s inconvenient. I appreciate your continued patience.
Seems like framwork could benefit greatly from a ticket system that’s able to be accessed via the customer emails leave a large gap of time and no status updates until the next reply.
I have a ticket in now for what looks like a main board failure and I’m fully expecting from prior tickets to not have a solution or hardware on way till next week.
Im not sure what you mean by ‘able to be accessed via customer’s emails’. You can reply directly to our email, you dont have to be logged into your account to reply to support.
Usually our support is pretty quick with replies; however, we did just have a massive launch and replies are taking a day or two longer than usual, on average right now. It’ll get faster again once pre-orders have ended.
Only yesterday the tracking updated to show a GPS pin for the delivery which is clearly the wrong address. I get that you guys aren’t FedEx, but it seems like all the info is there to refute correct delivery. The signer for the package was also not me or anyone in the office, yet another indicator of incorrect delivery. I was able to gather this across two calls to FedEx so why are we 3 days in with no clarity here?
All of this was also disclosed in replies to the ticket so I am lost as to how I am providing data you have access to directly from the shipper as well as already in the support ticket and its not seeming to have any impact on resolution.
You were asked in the support ticket to supply any additional information you could including the claim you filed and any other items. This would be so that we could alert Fedex that you had also filed a claim and link them together to prevent further delays as a claim will only be honored if filed by the shipper.
Additional information would’ve been things like ‘that picture isn’t of my building’, or ‘that person doesn’t live / work here’, etc.
We dont know what your building looks like, or who lives / works there, so we try to ask for as much information as possible so we can successfully challenge where they state it was delivered.
I understand you are upset and inconvienced, and I do apologize for that. We are working as fast as we can and pushing Fedex to expedite as much as possible.
Eagle can’t say that because they work for FW. However, as a fellow customer, I can say “Hey @Nate_N, I sympathise a great deal, corporate couriers are crap, but you should sit tight and wait”.
Running a (smaller) business is hard - one is at the mercy of the couriers, and frankly all the couriers are probably not great. But I think it is fair to apportion blame correctly - and it’s fairly clear the courier is the cause of the issue here.
(If anyone wants any entertainment, I’ve no doubt I will have the same to look forward to in Batch 5 ).
agreed on the cause being FedEx, just stressed on a large purchase where support wasn’t sending signals that they had the details needed and responses weren’t sent to provide some level of assurance that it would be resolved. Especially above with the ‘we don’t really know if it went to a wrong building’ line. It has GPS coords and a simple maps query online would clearly show that address is not the address it was shipped to. Just feel like its a no effort string-along with playbook responses vs actual investigation. I also get that releases are busy times… but I refuse to believe that a surge during a release was not a predictable scenario. Just seems like planning was inadequate to manage normal operations and the release.
If that phrase can be ultimately attributed to the courier, then I can well believe it. GPS is a fine idea in theory, and ditto delivery photos, but the couriers are massive corporations working with large amounts of error-prone data in the field from often poorly-motivated workers who don’t care if Mrs Bloggs does not receive the new scratching-post that Tiddles always wanted. Corner-cutting is part of their business model.
Anyway, I tend not to worry about these things - if it gets completely lost then insurance will cover it.
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always wanted. Corner-cutting is part of their business model.