My name is Jakub. For about 3 months I have been a happy owner of Framework Laptop 13. Or at least I was until I accidentally broke my display. And to make long story short - I have tried to buy a new display set from official Framework website but everytime I tried to complete my payment the information poped up saying: “Your card has been declined”. In order to “fix” this, I have been trying to:
use 3 different visa cards, from 3 different bank accounts (I had enough balance at all of them),
turned off my antivirus (just in case it was somehow blocking the payment),
use both: incognito and non-incognito mode on Google Chrome browser,
tried to pay with 2 different devices: laptop and smartphone (both failed),
contacted my bank support line to make sure there wasn’t any issue on their side (there wasn’t - they didn’t even got any information that I was trying to pay for anything),
So I decided to write to Framework support. My first message was about the broken screen (I asked if there’s any way to fix the screen without the necessity of buying new one) and the other was about the problem with the payment. They answered my first message and then second (they only suggested to use their supported payment methods - which I was already doing) and after that they stopped responding to me. My last message to them was sent at 20th of June - and I am stil waiting for the answer. I also submitted another (third) support request 7 days ago - just in case. Until today I still didn’t receive any response to any of my messages. And I really don’t know why. That’s why I decided to create a post here. Do You have any ideas on how can I resolve this payment issue? And why Framework support is no longer answering my e-mails? Am I being “black-listed” for some reason? What could be the reason? And how can I contact them any other way?
Hi amoun! Thank You for the answer and greeting me to the forum
You’re right - many e-mails from me could be a litte confusing and clogging, especially for the rotating responders, but I just didn’t know what to do. And also I have been sending those e-mails after longer periods of time so I thought it won’t be a big issue in that case.
As to the bank/card questions - yes, among those 3 different cards was the one that I used to buy my laptop. It was a card that is compatible with the country in which I was trying to purchase a new display set. And also I was trying to buy it in Poland - which was (and still is) supported back then.
Thanks for the recomendation of Destroya, I will gladly wait for him then
On the Framework Web site, there is a flag in the top right. Make sure it has your country selected. I.e. poland.
Make sure your bank and delivery address is in Poland.
Poland is on the supported countries list, so it should be fine.
If it still does not work tell FW support the “marketplace” is not working in Poland.
The flag was set for Poland (even my payment was in Polish currency), and also my bank and delivery address were in Poland. That’s why I was so surprised when it didn’t work.
I would like to tell that to FW support but the problem is they don’t respond to me.
Did you receive automated responses just saying that your email was received?
Are you using a major email provider, like gmail? There have been cases of people having problems with self-hosted email setups or small-business in-house run email.
It is possible but unlikely. It’s possible if a customer is abusive, then customer service agents may disengage. Hopefully that wouldn’t apply to you.
Yes, I have received automated response to every e-mail. But it just stopped there. And yes - I am using Gmail. I wasn’t abusive or rude in any way, non of those things
Therefore I will have to wait untill he responds on this thread. In the meantime I will try to contact that person that amoun was suggesting. Any tips on how can I send a private message to him? I don’t see any “buton” to do that when I click on his profile
Ehhhh, looks like you can’t at the moment. I see you listed as Trust Level Zero / “new user”. Looks like you need a few more posts read in order to reach Trust Level 1, at which time private messaging should become available.
Click any thread, and read / scroll past 6 posts, and that should get you there. Presuming Framework has the standard settings for Trust Levels.
Please do not do this. Framework does not provide official support through the community forums.
Feel free to post publicly, and there is a chance that the Framework team will see it, but reaching out to Framework staff via unsolicited DMs is not a support method and will not result in additional assistance.
Morpheus is 100% right here, we do not provide support via forums. I try to review the complaints and issues mentioned in the forums (or Discord and Reddit) as much as possible so we can improve our processes but I’m not even a part of the support team
That being said, it’s very unusual that you have not received any response for this long from the team, I’ll try to understand what went wrong here, thanks for letting me know.
Hello everyone. I have been contacted by Framework support today. It seems that my problem have been positively resolved and now I am able to make a payment.
a) it turned out that a few months ago, when I was buying my FW Laptop 13, system recognized one my payment attempts as “false billing” and blocked my account. And it was because back then Poland wasn’t already supported by Framework and my payment attempt was from Polish account (if I understood correctly).
b) they didn’t respond me for so long because my messages have been somehow improperly routed by their system so they weren’t even on a “pending” list.
Thank You everyone for help, and especially You amoun
Asking for a bump on a support ticket is asking for support. The FW team is very much aware of posts requiring their attention, through browsing the forums and through internal communications. If it is something they can help with, they will do so in the public post. Bottom line, do not send unsolicited DMs to Framework staff. Thank you for your cooperation.
