I ordered a framework 12 at full price, only to be told after I ordered that it was out of stock and I will need to wait until it’s back or refund it. In the email that told me it was out of stock, it said to respond with my answer to the email. When I responded, the subsystem told me I’m not allowed to respond because the support group that emailed me no longer exists. I go back to my order to refund it, but the option is grayed out because it “is expected to ship in 5 days.” I haven’t been able to get into contact with a real person about this yet so this is my last option before I refund because I don’t know if it is shipping or if it doesn’t exist. If anyone can tell me how to find out which state of existence it’s in right now, please help.
Welcome to the community. Sorry it comes out of frustration.
I would start a regular support ticket. Include the email you used for the order and the order number and ask them to look into it.
Good luck. I hope you can get it sorted out quickly. Cheers!
Edit: Here is a link to submit a support request.
Contact Us..
I tried to keep it short by cutting out some back and forth but they logistics to look into it and then they just shot me a copy of the original email and didn’t update my order. That’s when I responded and they told me that I can’t respond because there’s nobody to respond to. I’ve been cheering for this company for years and now that I have the money to buy a laptop from them, I fear I’m going to have to pull away. I know it’s only been 30 minutes or so since my original post but I’m starting to think they are right in that it was never built. it’s been 8 days since I ordered. I hope the company can fix these issues further down the road with latency because if I new it was out of stock before ordering, this would not have happened.
@Eagle maybe you can help here
General update: I tried to refund it and they told me that it’s shipping so I can’t get a refund. I don’t know why they could tell me this earlier but I can’t imagine how hard it will be to send it back so I guess I’ll just stick to the framework 12 for now.
@Ethan_Tramontana
FW have a no questions ask, 30 day return policy.
It is unclear to me (a user like you) whether you wish to keep the FW 12 or not.
So, if the FW 12 arrives and you don’t want it. Just ask to return it within 30 days and you will get your money back.
It does seem strange why they said it was out of stock, and then hours later say its on its way!!!
A real person from support finally reached out and confirmed it was on the way and since I’ve supported this company’s motives and goals for so long, I’m going to keep the laptop when it gets here. The company would never grow large enough to fix these issues if people didn’t stay devoted to its cause. Plus the fw12 is cool as hell and I can’t imagine the pain I would go through trying to send it back anyways. Also, just to clear up, it took 8 days for them to tell me it’s on the way. I think I may have been one of the last people to order while it was in stock so the email system automatically rolled out an email saying it was out of stock.
Hey Ethan! I’m not sure what’s going on here. It sounds like a system issue occurred somewhere. Happy to check it out for you to see if we can prevent it in the future. We are still experiencing some shortages due to the silicon crisis, but I’d like to make sure that there’s no opportunity to improve before I close out your case. Please shoot me the email address you used to contact support.