I feel that I should inform you about approach taken by the support. It shows how they are trying avoid responsibility for every cost. Never had such a bad experience claiming warranty with any other company.
Ticket was escalated and now FW do not want to pay service fee for repair for me. Now they claim I send device outside Germany so I lost warranty. Except I claim my rights in Germany and tell this to them all the time.
However, upon reviewing the order, it is clear from the delivery address that the Laptop was sent directly to an unsupported country using a freight forwarding service
Both, my shipping and billing address is in Germany.
Also they are stating forwarded orders are excluded from warranty.
Our terms of sale exclude forwarded orders from receiving parts or replacement under warranty. (See for reference our limited Warranty for Germany where the order was forwarded on from here)
At first, no such a statement is present in Warrany or Terms of Sale. They just warn about losing responsibilities for shipping in knowledge base (Does Framework support freight forwarding of products to unsupported countries/regions?), which againt, is not part of ToS.
Secondly, this is not event relevant point. I still repeat them I am claiming warranty in Germany and they are saying I claim warranty in other country. Silly.