Has anyone heard from Framework support lately? I have been trying to reach them for the past 3 weeks in regards to both a pre-order question as well as an order that I placed that failed to ship in the 5 days indicated. I haven’t received any replies at all. Any suggestions?
I really hope not… my RX7700 dGPU died yesterday after ~8 months and I have planned a trip, at which I require a fully working laptop, in five weeks…
They mentioned having an influx of tickets regarding the delay on touchpads for the 13 Pro and 16. So they might be behind on tickets at the moment.
You should get an automated email acknowledgement when you submit a ticket. If you did not get one, this would indicate that you might have an issue receiving their emails.
I have received the automated ticket emails…just nothing beyond that. I even pulled the mail server logs to make sure I wasn’t missing anything…nothing showing as rejected as
the server level for them.
Of course that leaves the secondary issue…if we are not getting email from them what other option is there to contact them about order issues?
I provided them alternative contact information in my cases as a backup…but obviously I can’t force them to use that. They also do not appear to
have any way to track your ticket status or reach them by phone. I love their products…but support is starting to feel a bit lacking.
If it’s been 3 weeks since you filed your ticket and you haven’t heard back in that time, that does sound like there could be a problem. Beyond high ticket volume at the moment.
The most recent times I’ve seen someone have email issues, it seemed that Eagle was the FW person who has helped them sort it out. You could @ ping or DM them: community.frame.work/u/eagle.
Thanks for the suggestion, I will try that
Not support related but I also made a order for the 10Gb NIC module w/o reply and not beyond the 5day window. but just saying that could be them trying to fulfill the influx of the NIC (and other) orders.
OK, that is the same part I am waiting on as well, need it for testing on a project so I did expedited shipping as well.
Mine went past the 5 day window so I asked if they had an updated ETA…crickets so far.
Well, it would appear that I can’t do that either because I am still a “new user” in the community site, and I don’t have the “messages” button yet.
I did @ him in a thread…so maybe he will see that.
Hey! Saw your ping in the shipping thread. Ill shoot you a DM to get your order number.
I love their products…but support is starting to feel a bit lacking.
This really isn’t new (although the “radio silence for weeks at a time” sounds like a new and different tier of problems.) I specifically didn’t get a Framework Desktop because of problems with my FW16 and the type of responses I got from support about it. I’ve also told a bunch of people about all the issues I’ve had with it – I generally emphasize how much I love it when it is working, but also, how irritating its minor failures are and how frustrating it is trying to get answers from Framework about it. I used to tell people based on my FW16 experience to get the FW13, but if they’ve just started not shipping stuff and not answering emails about it I might start telling them to hold off on that even.
It seems like as Framework the company has been growing they haven’t been able to stay organized. I honestly really hope they get it figured out; the technology and the idea are absolutely amazing (like I say I really love my laptop when it is working). Revolutionary stuff. It deserves to be wrapped up in a business side operation that is capable to execute on it.
Just to follow up here. The issue with not hearing back from support was an email kickback issue from the customer’s email account on the initial automated email they received from us. That kickback created a loop which prevented them from receiving our replies.
This can happen sometimes on private email accounts due to the .work or security settings. Usually white listing support@frame.work resolves this.
The user specifically said that he was receiving the automated emails. Was Framework trying to deliver mails from humans, also, but his side was rejecting them when delivery was attempted?
Yes. Support agents (humans) were replying multiple times. Looks like the automated emails of ‘we’ve received your support request’, may have triggered the bounce back loop.
It’s not common, but not unusual. Usually resolved by a white list. Wanted to post that update in case anyone else came across this post and wasn’t receiving a reply from a support person. It’s most likely due to our emails not getting through for some reason. Our T1 support normally replies within 2-3 days, most of the time much much sooner.
So we are not seeing any rejections from support@frame.work at all in the server level logs. I need some detail to know what is causing the rejections since nothing is arriving
at our email servers.
Interesting, because we didn’t see anything on our server side, and the whitelist there is “*@frame.work” which should get everything. We don’t have
any automation on my personal email address on this side, so are you getting your own automated emails back?
They just have an issue with their servers. (I mean, you knew that already, it was pretty obvious from that fact that you could receive automated emails from support@frame.work, but not human emails from support@frame.work, that the problem wasn’t on your end and no whitelist would have done a damn thing.)
@Eagle: I get it. You’re saying that people were trying to send him emails, no one was ignoring him, etc etc, and that is important. Sure. And now we’ve got it resolved (I guess, although he still doesn’t have his part which was urgently needed weeks ago it sounds like…) The part you have to really appreciate is that this whole problem with the “bounce back loop” and whatnot was entirely within Framework’s operation, and nothing he could have done would have changed anything. So from his POV as the customer, it doesn’t really matter the details. It’s just that he’s trying to reach out to support about something important, while doing everything possible on his end to hear the answer, and all he’s hearing is silence.
Now you as a support person may or may not be able to do anything about that. Sometimes business organizations go for years with weird problems in their email setups, and everyone who works there just has to soldier on and solve problems, and basically it’s okay. The thing that I don’t think you should do, is talk about whitelists and sort of subtly imply the customer’s probably at fault for it, when the well-known issue does happen again. That kind of thing gives cover for not fixing it on Framework’s end. This sort of mythology develops that it’s always the customer’s fault, because they need to make a whitelist for their spam protection like always, instead of someone in IT going digging into the email system to figure out why it develops these “kickback” and “bounce back loop” issues that prevent these emails from ever making it to the customer (whitelist or not) in the first place. And then to fix it.
You may or may not be able to say anything about it here, and it may or may not be in the cards for anything about it to get fixed. It’s not a huge deal. For this particular problem you jumped in and got it resolved and I am glad about that part (seriously). But just be aware that (a) things already got seriously fumbled for this guy even if it got resolved now (b) starting to talk vaguely about customer whitelists is a particular type of way of responding to legitimate customer complaints (in this case EXTREMELY legitimate complaints) that starts to normalize dismissing them, and in the long run can form a huge obstacle to getting those issues addressed.
Hmm. Once we get your order items taken care of, I’ll have our IT double check if they can see anything weird other than the error message that I provided to you along with the timestamps.
No one was blaming the customer, at all. I sincerely apologize if it came across that way. My post was just to say that yes, we are responding… and USUALLY white listing resolves this issue as we’ve seen the same thing happen due to security settings. That’s about 99% of the time. Obviously, that’s not the case this time, now that we know white list has already occurred. Something really weird is happening on this one. I’m getting IT on it.
We’ll get it all sorted and I appreciate being pinged so we can.