Since everyone always posts when they have a negative experience with support, I wanted to mention my positive experience with support. My Framework 12 had cracked for the second time and I promptly contacted support. Here’s the timeline (times are in US Eastern time):
- February 17 6:14 PM - Initial email sent to support which contained photos
- February 17 8:17 PM - Received email from support asking for additional photos and some questions
- February 17 8:24 PM - Replied to support with photos and answers to their questions.
- February 17 10:40 PM - Received escalation email.
- February 17 11:27 PM - Received email from support asking to confirm my address.
- February 17 11:29 PM - Replied to support with requested information.
- February 17 11:41 PM - Received escalation email.
- February 18 9:56 PM - Received email confirming they will be sending me the replacement part.
- February 18 9:56 PM - Received order confirmation.
- February 19 11:40 AM - Received order shipped email.
- February 22 4:36 PM - Part received via FedEx.
I would say that support was extremely responsive and receiving the part merely 5 calendar days after the initial email is great. Note as well the package had an initial delivery date of February 23rd and FedEx delivered it a day early on a Sunday.
So while I’m a little annoyed I had to replace the bottom cover a second time, I can’t exactly complain about the support experience.
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