I reported an issue with my Framework 13" eight days ago (22 May) - a burnt out fan. I had a few back-and-forth emails with support, they asked for more photos, acknowledged receipt of these and escalated. That last message was 6 days ago and I’ve heard nothing since.
Is this the expected response time for support? I can’t switch on the laptop in this condition, so I’m trying to work using alternative old, slow hardware, with no idea if/when this is going to be resolved.
Were you escalated to the RMA team? If so, they are dealing with a backlog however, they should be responding to you shortly.
Escalated to Linux support lead apparently. It would be nice if there was some kind of ETA at least.
Hi Daniel, I see that our Linux lead has replied to your tickets on the 22nd and today, did you reply back and answer their questions? Thanks!
Thanks, I did receive that response and reply, but I think I see what’s happened here… Unfortunately, my reply came from a different email address (because my webmail client, which I don’t usually use, defaulted to a different alias) and this looks like it may have created a separate ticket thread - it was this that I then had back-and-forth with and submitted the photos. I assumed this would be still be part of the original ticket. Ah well.
I see that Matt has replied on the original ticket, so I’ll get back on that now!