I’ve experienced significant challenges reaching Framework Support regarding a return label request. Ironically, the request for the return label was because we were going to order 3 additional Framework Ryzen 9 375 units based on a friend’s positive experience with his device. Despite multiple contact attempts, I have not received any response from their support team. This unresponsiveness creates significant concerns about how they would handle time-sensitive hardware failures or warranty claims. When investing in technology, responsive customer support is a critical factor in vendor selection. This experience suggests that established retailers like Apple or Best Buy may offer more dependable post-purchase support that aligns with premium product expectations.
This statement is completely contradictory. Why are you wanting to return one to order 3 more? Just order 2 additional ones.
Its actually not but I will clarify, I originally ordered a Ryzen 7 model but was returning it to order 3 Ryzen 9 models instead. I wanted to get the same configuration as my friend’s system for our other software development team members, therefore the new systems would have been an upgrade to the ordered config.
About your concern for support for urgent hardware needs, I’ve just had a very quick interaction with support over a not-even-that-important hardware issue. Fan started making a little noise, like a bearing going bad, and I wanted their opinion on the noise. Got a response within like 2 days, and after troubleshooting they have a part on the way. I’ve read other reports of fast support too so I wouldn’t be too worried.
Wait - did you mean that it took 2 days for the first response - or the whole back and forth to get everything checked and resolved.
If the former then what part of that can be called “quick“?
If same-day turnaround is needed then Framework won’t be a good fit.
About 12 ish hours for the first response after submitting the ticket. Then about “one day” (1pm on day 1, response 3am on day 2) between sending the required photos/video and getting the response deciding that it’s an issue and will be replaced. The actual whole process took longer because I waited a couple days to choose the time to take apart the laptop to document the issue, since it wasn’t urgent, laptop still works fine. (Keep in mind I’m in Europe and I have no idea where their customer service is based, so maybe the initial 12 hour time is longer than it would be in the US).
I have received the support response and spoke with other framework owners who confirmed 1-2 day response timeframes are standard. They noted that Thursday or Friday submissions (Thursday in my case) typically don’t receive responses until the following Monday or Tuesday. While this timeline is reasonable, I had expected a faster turnaround based on my request type and the automated reply. It’s simply a matter of setting proper expectations, which I’ll adjust going forward. Thanks to everyone who chimed in!
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