I am writing to express my profound disappointment and frustration regarding the recent changes to your purchase policy, specifically the restrictions on making arrangements for purchasing Framework laptops outside of your current distribution support areas. As a loyal customer and a proud owner of your first-generation laptop, eagerly looking forward to upgrading, this development is both surprising and disheartening.
I fully understand the challenges that come with international distribution, including the additional costs associated with support, returns, and replacements. However, it’s unclear why Framework has chosen to restrict purchases rather than exploring other avenues that could accommodate your international clientele. Many of us are more than willing to assume the additional risks and costs associated with importing your products, as demonstrated by my previous experience of using forwarding and importing services to obtain my first Framework laptop.
The innovative and modular design of Framework laptops not only represents the future of personal computing but also aligns with the values of sustainability and longevity that I deeply cherish. It’s disconcerting to see logistical challenges being addressed by limiting access to such forward-thinking products, especially for existing customers outside your supported regions.
Would it not be possible to introduce a waiver of entitlements for additional costs or liabilities associated with international distribution? Such an approach would allow those of us who are eager to support and purchase Framework products to do so, fully understanding and accepting the responsibilities and risks involved.
I kindly urge you to reconsider this policy change. Many international customers are passionate about Framework’s mission and products and are eager to continue supporting your growth and innovation. Your expansion and support for a broader customer base would not only benefit your company but also contribute to a more sustainable and innovative tech industry globally.
Thank you for taking the time to consider my feedback. I remain hopeful that a solution can be found that aligns with Framework’s values and commitment to its customer base, regardless of geographic location.
The issue lies not only with Framework and not only with freight forwarding, but with customs authorities.
Some countries have very protectionist customs authorities and do not take kindly to manufacturers circumventing the rules by allowing freight forwarding (if they find out). Heavy fines for the manufacturer may result, but this may also jeopardize ongoing negotiations to get Framework laptops in the country on a legitimate, approved basis. Negotiations are going on worldwide, often at high cost - 6 figures is not uncommon. If Framework is found to be actively promoting freight forwarding or circumventing official approval in any way, it might ruin it for everybody in that country. Framework may never get into the country and the significant funds and time they have paid in an attempt to gain access legitimately are wasted.
This is why Framework will actively work to prevent shipments to unauthorized countries due to freight forwarding or other unofficial means. The EU is an exception, while freight forwarding is still not advised, EU law means Framework cannot prevent it.
Thank you for your explanation concerning the complexities Framework faces with customs authorities and the implications of freight forwarding. I appreciate the insights into the ongoing negotiations and the potential risks of circumventing official distribution channels.
As an early adopter based outside the US and other Framework-supported regions, my experience with upgrading my 2-year-old daily driver was met with frustration, primarily at the checkout stage, where the transaction repeatedly failed with a message to contact my bank—which had no record of the transaction attempts.
After several weeks of communication with Framework support, their response was to simply refer me to the policy document stating that purchases outside of the distribution channels are not allowed. This situation has been disappointing, especially considering the lack of transparency around the financial transaction issues I encountered.
I understand the challenges and the importance of adhering to local regulations to avoid jeopardizing Framework’s efforts to enter new markets legally. However, as an individual and a company owner with an importing license, I am keen to discuss how I can assist in establishing a legitimate pathway for Framework products in South Africa, where electronic goods imports generally require only VAT payment.
Could you advise on the appropriate channels to start a dialogue with Framework about expanding to South Africa? Any guidance you can provide would be greatly appreciated to explore potential solutions that align with Framework’s strategic goals and legal requirements.
Your transactions may have failed due to the use of an unsupported payment method and/or suspected freight forwarding. Using a payment method from outside supported regions generally does not work and even if it does go through, the order may be later cancelled upon further review.
You can show your interest in where Framework should expand to next by registering under South Africa on the main website. An important consideration is that Framework is a very small organization with around 50 employees. Hypothetically, even if all the legal requirements could be fulfilled (and the demand is there), Framework as an organization, still needs to be capable of supporting additional countries. There are a lot of complexities involved when expanding to new countries but Framework aims for sustainable growth unlike the rest of the tech industry at times.
Which countries charge 6 figures to start operating in that country.
I assume the current list of countries one can buy a FW in are on the list of countries that don’t charge 6 figures to start operating there.
I am from the UK and have very little knowledge of the difficulties one might have delivering to other countries.
It is interesting that China is not on the current list of countries, but my FW16, carried by FedEx, stopped off in China on the way to the UK. In fact, I think my FW16 laptop has been to more countries than I have.
Not the right thread for that. The decision where to sell is usually dictated by laws and regulations. To sell electronic devices, you usually need certain certifications that guarantee that your device is safe to use. Getting those certifications can be expensive and time-consuming so for a relatively small company it makes sense that they can’t get them for every region right now. I’m sure if they had a chance to sell their product worldwide, they would love to do that. After all, a wider audience means more income.
