I contacted support with this question before posting here, but they have ghosted me.
I am a (maybe) first-time framework buyer and have been attempting to configure a framework pro. On checkout, it is apparently not possible to have a shipping address in France but pay using a credit card with a billing address that is from the US - only a few select European countries are available in the billing address country drop-down. I am American, with an American Amex and would prefer it given its strong assurances should something go wrong - which just doesn’t exist with French banks / debit cards.
Is there any way to pay using my American Amex? I am fine paying the initial 100EUR deposit on a french debit card, but for the large-ish ~3500EUR remainder, it’s a no go for me. Am I able to add a new payment method with the Amex after reserving? or is this just not supported at all?
I have never experienced this type of restriction with any other tech purchase from any other company, so am unclear why this arbitrary restriction is even a thing?
As an aside, on the subject of framework support ghosting, can someone reassure me this is not the typical support engagement level? At this price-point my first impression so far has been fairly disappointing, and I am hesitant at this point even to complete this purchase. For a computer I will be using for work, I need support to be reliable. Is this a one-off I hope? I really want to like and support this company.
There are weird rules around payment and shipping that Framework often struggles with. I don’t know all the ins and outs, so I’ll hope that they, or someone else, will reply on that issue.
As for support not getting back to you, how long has it been? Did you get the email confirming submission of the support ticket? I know support can sometimes get a bit slow when they get busy and backed up, but I’ve found them to typically be fairly responsive.
Thank you for your reply! And yes I did receive an initial auto-reply confirmation with support number.
It’s been 10 days as of today, first message sent july 19, and today is july 29. They’re initial auto-reply said it “may take 1-2 working days” for a response. So really, I’m judging them on their own self-imposed deadline.
This particular question isn’t critical to my existence, I can simply buy a computer elsewhere. But as a business, it just seems crazy to me to have someone stuck in the purchase path and not try and help them get over the finish line in a timely manner (and get that $$$).
I haven’t written them off completely yet, due solely on the fact my friend and colleague has one and seems to like it.
We are experiencing extremely high volumes at the moment with order modification queue due to our pre-orders recently being released. 10 days is much longer than expected to receive a first response though. Ill shoot you a DM for your order number.
I think you will get a reply along the lines that this restriction is to stop fraudulent card use. I’m surprised it took your deposit seeing the delivery address is in a different country to the card address, but maybe their software check at that point.
To continue with the transaction you will need an account related to you and the delivery address to get past the fraud check.
Thank you so much for your help! I responded to your DM.
I totally understand it’s busy, and don’t fault anyone for that, it’s a good problem to have. This sort of confusion can be avoided just by setting expectations appropriately. Like I said earlier, I’m judging solely based on framework’s self-imposed deadline of 1-2 days in the initial response.
Just to make sure there’s no confusion or misinformation going around… no deposit had been taken yet. OP was just saying they were fine with paying a deposit.
1-2 days is the normal turn around time. I didn’t notice that it was still being provided to tickets going into the Order Mod / Escalation queue during our heavy volume. I’ll get that addressed. Thanks.
Sorry if I was unclear. It did not take my deposit. I did not feel comfortable completing the reservation if I would not be able to pay the remainder later on my Amex.
However, I would be happy to use my french debit card for the 100EUR deposit, if when the time comes to pay the rest I can use my Amex.
yeah, I kind of assumed it had something to do with some sort of fraud check. I would hope, though, that since my same name is on both cards as well as the shipping address, that would be enough to satisfy any requirements? As I mentioned, this restriction is not something I’ve experienced before and I buy a lot of tech (way more than i should probably) from both the US as well as China/others. For example, I’m able to successfully complete the purchase path using a french shipping address + US billing address on System76’s site.