Hey, thanks for letting me know about this. Receiving your laptop and facing an issue right away is definitely not ideal, and I’m sorry you experienced this.
I understand that you have some feedback about the wording of the automated support email you received. Thank you for sharing that as well.
" Framework Support is currently experiencing a high volume of contacts due to the start of batch processing for the Framework Laptop 16. Responses will be delayed. We are working as quickly as possible to respond to inquiries in the order they were received. Thank you for your patience. "
We have a dedicated support team for customer issues, separate from the team focusing on new orders. The message meant to convey that we have been receiving more tickets related to Framework Laptop 16 orders (cancellations, order modifications, or issues such as the one you reported), which sometimes causes us to fall behind our SLA. The support team usually replies within 1 business day, but it can take longer due to high volumes. We are in the process of expanding our support team to provide better service and definitely appreciate your feedback.
I double-checked your support case and see that you contacted the team on Monday and received the automated response on the same day. However, I also see that support replied to you on June 6th, asking for pictures of the mainboard and the broken screw, and they have been waiting for your reply since then. If you have not received this email (make sure to check your spam folder and other inboxes), please let me know.
Thank you.