I am a new customer and am finding it very frustrating that: 1) I can’t get a real person to ask questions regarding my order
They give me on line answers to my order that is not even on my order
It takes 2 days for any response.
Now there is a data breach-WTF
If anyone out there can give me guidance as if I should cancel my order and suck up the $100 deposit.
Dell here I come.
Well, if you cancel your order you will get your deposit refunded.
But to be fair to the support staff, they are currently dealing with a lot of cases having just released a new product. A couple of days turnaround seems a reasonable time under these circumstances - and it will be a real person answering your query. Do remember also that any query about your order, on your part, will require someone to take some time to do some research on your order and what your query pertains to.
Welcome to the community.
It is definitely a real company. I am typing this on a Framework laptop, and I have two others. I have had reasons to contact support over the years and support has always gotten me squared away, even if it did require some back and forth at times.
Obviously, it’s your money and up to you to decide what is important to you.
Just FYI, Dell has had data breaches in the past. Almost all companies have at this point. I get that the one from Framework (technically, the breach was at a third-party who handled some customer info, I believe) is fresh and raw. But I wouldn’t say that simply because a company has had a data breach that they are necessarily bad or someone not to do business with. Again, you’ll have to decide what makes sense for you.
@Eagle FYI
@Amorette_Aitken Pinging the support people on these forums can often bring human attention to your issue
Best of luck
Thanks for the tag. What’s up?
Just the OP – they’re wanting to ask questions about a pre-order, it sounds like (and I wanted to let them know about pinging a support person here as a generally working way to get in contact with someone about issues in the future.)
Cool. Thanks. @Amorette_Aitken What can I help with?
YEP.
Outside of data breaches, I’ve had a tough time dealing with customer support for Dell, Lenovo, and HP products - consistently inaccurate, slow, repetitive, and generic responses. Customer support is often extremely difficult; customer support for electronics is particularly complex. Some of the worst support I’ve seen has been in Microsoft support tickets. I’m not directly throwing shade at Microsoft - I’ve just seen a lot of issues via Google searches when troubleshooting - but the amount of old tickets with funky responses marked “resolved” while customers are still clearly experiencing issues is astronomical.
I think Framework does a laudable job working to support customers, but that doesn’t mean there won’t be some misses and there will certainly be some understandable customer frustration.
Dell’s hardware isn’t bad - I am typing on a knackered XPS15, which has done nearly six years of service. I had two XPS13 units, though they both failed due to cooling issues; maybe I was running them too hot.
Michael Dell’s charitable giving is, to my mind, questionable to say the least (anyone motivated by human rights or anti-militarism may wish to do some research). So, I am going the other way - Dell is permanently off my list. Yes, the FW data breach sucks, but I am still looking forward to my 13 Pro.
Yeah, I’m going to have to agree with the consensus here regarding the data breach. We don’t know why FW gave this third party our information but to give them the benefit of the doubt, let’s say it was for a legitimate business interest. Like if they gave shipping information to FedEx to ship your laptop. Since it was a third party breach, that’s not necessarily on Framework. Plus everyone gets breached nowadays. It’s unfortunate but true. While support is very much comprised of real people, there is a script and set steps support is required to follow, which can sound robotic or otherwise inorganic. They’re still real tho. Your money, your choice. And yes, you’ll get your deposit back if you cancel.
Honestly, if you are just eyeing for a gaming laptop, with a nvidia chip, you don’t want the framework 16. Its quirky, uses expensive chargers, and obscenely expensive. Dell or Lenovo or Asus/Aser has you covered.
I feel like the true power of the Sixteen is for dual-booting Linux + Windows (amdgpu linux driver + dual m.2 drive bay), and workstation/storage needs (additional dual m.2 drive bay for a total of 4, USB-A + SD card spam, or Oculink.) 2.5G ethernet, etc.
I run quad m.2. Two for boot (one Windows + one Linux), and two for bulk storage. Cross-OS seamless file storage via symbolic links. You dont get that anywhere else.
Its too expensive for something ($1600 for 7840HS + no RAM + no GPU + no storage + no Windows in 2024) you can otherwise get from other vendors. Sure, I got 32GB of crucial from amazon for $100 (2024) and whatever, but you can pull it off with any other laptop, too.
But no. Framework is a real company, with real investors (Linus from LTT youtube?)
Is it normal to order an computer and take over a month to be delivered? I guess Amazon has me spoilt. We were originally told it would ship in July, now it will ship “on September.” What is even on September???
It is not as if they have to assemble the computer- they are just shipping the parts. My son will STILL need to assemble it himself, don’t get me wrong, he was excited about the assembly part but now he will head to college as a freshman with no computer AND no time line as to when it will ship. He is moving half way across the country so it is not like I can just take a weekend and run it up to him.
Now, they just said that it is the haptic touchpad which is holding the order. Is it possible they can make a substitution and then ship the “special” touchpad when it comes back in stock. I just don’t understand. Again, it is the lack of customer support that concerns me the most. No one will say, 'Hey let’s make this right" It is just “we will let you know when the batch ships”. Again WTF does that even mean?? A day, a month, a year?? Problems with courier- do I need to offer my minivan to pick something up?
All of that has been covered in the answers already Amorette. Some small companies can’t afford telephone advice lines - they are labour-expensive to run.
I’d suggest getting a second-hand machine from eBay, if you plan to stick with the FW 16. Or if you really need a new machine, cancel your FW order and find a big-box company; you may get telephone support, but it will be cookie-cutter responses. For a student, second-hand is almost certainly going to be fine.
Thanks for the advice. I will def let my son know, that what we have been saying all along is the way to go.
Hi,
I understand data breaches, trust me we have all of our accounts lock down because of others, it was just one more thing on top of this FUBOR order. We were told it will ship in July and now they are saying “on September” My son will already be in school in Maine by then.
They are fixable, upgradable, and play well with many operating systems… I’m sold.
However, they didn’t give me an option to leave the package at a UPS location for pickup. It would become a short lived and expensive doorstop if someone swiped it! I talked to support about this, mostly as a suggestion. They said they would pass the feedback along, but they also brought up what I already knew. A solution that won’t always work, and did not, because trying to get ahold of UPS when a delivery might be nearby to have them hold it, is like playing Russian roulette. When I got home I found it sitting on my front porch, luckily.
Hey Amorette. Did you receive an email about the delay for the One Piece Haptic Touchpad? We can modify your order to change the One Piece Haptic to the 3 Piece Standard Touchpad, and you can purchase a One Piece Touchpad later on if you’d still like one. They’re easy to install with our guides.
You should also have an email showing your Batch number. If you look at the web page for your machine, it’ll show the current estimated Batch shipping times both with and without the Haptic touchpad.
If you’d like to have your order changed, I’ll be happy to help you out with that. Shoot me a DM with your order number and the email address you used to contact support.
Hey Jamison!
We use FedEx or a FedEx partner in most regions. I’m happy to hear that yours arrived smoothly… but in case you need the info for the future… If you download the FedEx app, you can have them hold the package at the local FedEx depot (usually), and you don’t even have to call them and sit on hold. 
I definitely don’t want to hijack the thread, but the only times I could have contacted them to hold it were when it was in the wrong states. Like I said, I tried. I got the lowest specs for a reason, but if I were getting the highest specs, I’d want assurances from a company that they can guarantee an automatic hold.
Loving the one I got tho! 
I need help with an order my husband placed.
I have help ticket but the pressure is on regarding delivery time.
My son leave for college in Maine, we live in Indiana and just found out his computer will be delivered “on September”.
I really need a more specific date.
If truly September we need to either: change shipping address or cancel order.
We were told it was held up because of hepta touchpad, but he did not order one.
I guess we did not understand the “batch” shipping concept.
Thank you for reaching out.