Support team is just ghosting me

Framework Support

Hi Artiom,

Thank you for keeping in touch and for the continued updates. We appreciate your patience and cooperation regarding your concern about your Framework laptop.

To avoid errors and make sure we have the most updated address, could you provide us again with the information in the format below?

Name:
Street address:
City:
State:
Zipcode:
Country:
Phone number:

Thank you for your patience. We are looking forward to your response.
Regards,
Framework Support

it was the third time they asked for my address, because they couldnt understand what Bringme postbox is and thought im asking for a replacement to some military base. Jesus. Now they just ghosting me for a week. We already discussed everything and they said they will replace my charger. But they dont reply nor sending the replacement…

I can understand your frustration. Framework needs to be sure they are not sending things into the void. If there was confusion on your mailing address, it was probably due to your billing address and the shipping address not matching.

I would suggest answering them for the third time, and attempting to make it more clear if you can. This is a community forum, and while we would love to help you, ONLY support can give you the help you need in this situation. The community forums are not an official support outlet. So, while you have answered their question already, your only real option here is to answer it again.

Please understand that nobody in this community or support is intentionally trying to anger you. Mistakes happen and misunderstandings can be all too common.

My experience is that Framework really cares about their products. Support is hard for everyone. If Dell and Lenovo can have so many support issues, with the 10 of thousands of employees that each company has, then Framework is not going to be immune to it either.

2 Likes

the thing is i answered and here is what i received after:
Hi Artiom,

Thanks for the update.

We’ve escalated your ticket for replacement processing, and one of our staff members will be back with you soon with additional instructions.

Please note that our RMA and repair teams are currently experiencing high contact volume, and response times have been impacted, resulting in minor delays.

Thanks for your patience while our team works through requests as quickly as possible.
Regards,
Framework Support

its been a week ago

Sorry, i didnt mean that im angry about it. Maybe just annoyed a little haha. But mostly i just want to be sure that my ticket is still active

To me this seems like a glitch in the ticketing system. If you are receiving responses then you ticket is still active. A week does seem excessive, but if there are a lot of support tickets it is possible. There is only so much people can do.

Thanks for being a part of the community! Lets hope things get worked out!

i dont. Nobody replies. Already tried to open new tickets. Still nothing

1 Like