Yeah, all good, that sounds right to me. If IT tries to give you the brush-off about it, it sounds like Jason has server logs which he can show them, and the business people would probably be motivated by hearing about his 3 weeks delay in being able to talk to support about order-related issues.
Ok. So as we at Framework try to be as transparent as possible when theres an issue… I wanted to provide a final update here.
I believe all issues have been resolved, but won’t go into particulars regarding the issues that this ( very patient ) customer reached out to support for, originally.
I will only comment on the issue about not receiving our email correspondence. Its an extremely odd situation, and one I have never personally seen since Ive been at Framework…but the TLDR is that we were not blocked on their side. They were not blocked on our side. Coms were failing to transmit through the middle CRM which is where our human support interaction gets processed through. This has been resolved and I have requested an investigation be opened into this for future prevention.
Thank you again for your help in getting this resolved!
Sounds grand. Having worked on these systems some amount myself, I will pretty much guarantee you that you have seen this before, though 
. You just thought every other time that it was an issue of a customer whitelist needing to be set up. This instance happened to be the first time some key factors all came together: Someone having receipts that it definitely wasn’t that, and people in the comments stubborn enough to push back on the diagnosis, and a big enough deal in terms of the fumble it caused to motivate real digging to find the root of the issue.
Anyway, I am happy for the resolution. That is how it should be (again, seriously) + I appreciate you for it.
Actually… no. Ive never had this issue before. You can look at my post history.
Please dont continue a misinformation post. We’ve been alerted to an issue. Investigated an issue. Provided a resolution and triggered another investigation.
Is this the reason that I am not getting a response from support? The last message I received was 7/8. We were actively engaged in a back and forth conversation so I had received automated messages as well as messages from support personnel.
I have been without my laptop for nearly a month, I would really appreciate someone reaching out.
I doubt its the same reason as that would be really really weird… but weird things do happen.
Do you remember being told your case was getting escalated or anything? If so your ticket is probably in my team’s queue as we have a large backlog right now.
Im happy to shoot you a DM to get your details and I can check for you tomorrow. Id check now but Im not in the office and I cant access the CRM on mobile.
For me support has been responding a little slow but still within normal times
Weird. I have had really great support when I file the ticket via the Support Form ( https://knowledgebase.frame.work/contact/contact-us-rJfw7Ryglx ). The responses are usually about every 4-8 hours apart, but I do end up reaching a human (not just automated emails). I would suggest using the form if you haven’t versus just emailing them directly. The last time I contacted them was about a month ago though.
In this particular case that didn’t work…because they got my message but could not reply to me because their CRM was blocking the email. Eagle fixed it up with his team, but we really still don’t know what cause the CRM system to block emails. The interesting part is that only support emails are impacted by that system, so you still get everything else normally.
Jason’s case was an issue of the middle CRM blocking and no one was aware. We are investigating.
Mark’s case was one that his email is spamming and deleting random inbound emails from us. Not sure why. Receive one, but not the next. Still working with them and support to ensure that he receives everything they are saying.
One… please delete this, or I will need to. Dont post your order info or any other personal info publicly. This is for your protection.
Secondly, what issue are you having?
“In stock” order placed july 24th not shipped, multiple support emails sent, no response!!
Let me send you a DM and you can share. I just noticed you were a new user.
Yea it’s now been 6 business days (15 days total) since I ordered with only a confirmation email on 7/23.
i guess I’ll update here if/when I hear form them or get a tracking number at least.
Unfortunately still no sign of the 10Gb ethernet adapter. @Eagle you heard anything about those coming back in stock? Anyone else received theirs?
I haven’t checked in the last couple of days. Shoot me a DM and Ill be happy to check for you Monday. The DM is so I dont forget.
Shoot me a DM with your order number and Ill check the status for you Monday morning.
Your system said I am too new to send a DM….
Oh. I had just assumed you’d use the other DM from not receiving email correspondence. Ill shoot you a message to highlight that one for you so you can find it and drop a message there.