I have attempted to log a ticket with support 5 times over the last week and have had no response at all
The system says it’s been submitted, but no email acknowledgement received and no contact from support.
Why am I being ignored by support?
Thanks
Check your spam folder. If there is nothing there, then try again being sure to use a major email provider, like gmail. Do not use self-hosted email, even if it’s self-hosted by your company. There has not been any recent problem with this that I’ve heard of. But in the past it had been an issue. You should rule this out.
From what I’ve seen, you are not being ignored. If you are not recieving an even an automated email acknowledgement, then there is a failure with your email instead.
Hi,
Thanks for responding.
Spam is clear.
Email is fine for all other emails I receive, so if there’s an issue, it’s not at my end.
I should not have to use a major provider just because Framework can’t support my custom email domain. It worked fine on my old Tuta address - so I’m not sure that’s the issue anyway.
Thanks
Apologies, but it doesn’t matter if it works for other things. If you are not getting even automated email acknowledgements, and you wish to receive responses, I’d suggest not using what isn’t working.
If that’s the case, it’s atrocious support.
They seem to be able to send my order updates without issue.
I’m not changing my existing provider or using a major provider just to get support, that’s not right.
Looks like I won’t be buying framework again if that’s the case. Dissapointing.
Please do note that I’m not Framework staff, I’m just a regular user. Just passing along how to fix your issue.
Hi gdhasgf. This shouldn’t be happening. Can you DM me your email address? I’ll have the team look into this on their end 
Appreciate your perspective, but I don’t consider that a fix.
The suggested fix is a direct result of the acknowledgement of no auto response in the original post.
Telling the world that the preference is to use a custom email provider is not going to fix it. We are honestly trying to point this toward a solution. We are all end users here on the forum.
There are many more things at play than a custom email domain in today’s world. Lots of custom or personalized domains do not have DKIP or DMARC setup correctly which can cause all kinds of errors and issues with emails not getting to their destination. This is well before they even make it to a “spam” folder.
The guidance is there, though it has to be followed to be useful.
Hello
I’m afraid not - signing up for another provider is at best a workaround, and defeats one of purposes of having a custom domain in the first place - the ability to partition addresses for different purposes. I’d also have to provide personal information to another party that I don’t want them to have, just to get a response.
It doesn’t fix the underlying issue, and while it might allow me to submit a ticket - i’d still have to do this for a sixth time.
My custom domain is sat on a well known provider that IS NOT mainstream (MS/Google), and that works without issue for all other emails, as noted.
Therefore there is no reason this should not work, as the provider fully supports DMARC, DKIM etc, and these are setup on the domain.
The responses all make the assumption the issue is on my end, when the evidence clearly doesn’t point to that.
Thanks
We are mostly only other users here.
PerambulatingPuma is a community moderator. So follow their advice.
Also note, FW support only work 9-5, 5 days a week, and not weekends.
I don’t know which timezone the 9-5 bit is.
Email is not a reliable form of communication. I use gmail and still have emails go silently missing and sometimes bounced back to sender.
I would resend it again 2 working days later if you get nothing back.
Also, apparently it helps their end, if you use the same email as you did for the original order.
Hello,
I’m aware of all this thanks.
I don’t see 5 emails in a row failing to appear unless there’s a persistent fault/issues somewhere, which is the current approach.
The email info has all been passed to support, so hopefully there will be a resolution next week.
Thanks
Hey @gdhasgf if you’re not getting a confirmation, then something is wrong. I see that you’ve had 5 support tickets recently. 2 of which have been merged, so you currently have 3 open.
We’ve responded each time on the following dates:
May 3, 3:27:45 PM
May 4, 7:27:30 PM
May 5, 12:06:06 PM
May 5, 7:47:14 PM
May 7, 10:09:07 AM
May 7, 8:02:42 PM
May 8, 4:04:27 PM
May 8, 8:27:14 PM
We aren’t receiving any kickbacks or errors. Your custom email may be fully blocking .work addresses. Please whitelist support@frame.work
Are there any plans to add a support menu item to the signed in account section of the frame work web site. So users can see status of support requests?
It would be somewhat more reliable than emails.
Hi,
Thanks for getting back to me.
The frame.work email domain is already whitelisted, so that’s not the problem.
Can you confirm that the responses were sent to the correct email address?
I’m suspicious that the acknowledgements were sent to an old email address rather than the one on my account/support request.
Thanks
Replies go back to the email address you wrote into support from. It looks like you wrote in from one (one with parts of your name in the email), and also posted one in the body of the email (one with Framework in the email) showing that that was the one on your orders. Being intentionally vague here so as to not give any PII publicly.
Would you like me to add the second one to the email thread?
Not that I’m aware of at this time as our support is email only and you don’t have to have a Framework account to contact support. You can view your order history, saved configurations, and other info in your account but that’s because an account is required to order.
Hi,
I used the web form to contact support - I didn’t email in.
The only email address on the form was the .uk one.
This suggests the ticket was generated from the email address on the order for the laptop the fault relates to, rather than the address supplied on the form. It may be worth fixing that.
The email address on the referenced order is no longer in use/accessible, so if you could add the .uk address on the form to the ticket that would be ideal.
Thanks
I’m going to DM you so we can speak directly instead of being vague. I want to make sure we have the proper info on your account.
@Eagle @PerambulatingPuma Thanks for your help in getting this resolve.
Thanks to everyone else who contributed.