What is the timeframe for Escalated Account Support tickets?

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1

Hi!
How long should I wait to get help from support? I was told my ticket was escalated, but it has been 6 weeks since that response.

A bit of history:

  • I submitted a support ticket for account help on July 8, and got an immediate auto reply.
  • I received a reply from a representative on July 9 that the ticket was escalated and I would receive a response “soon”.
  • On July 24, I sent a follow up reply to the email chain, and received an auto reply. - - On July 25, I hadn’t received any acknowledgment from support, so I followed the instruction from the auto-reply and posted here in the forum to make sure my emails were received by support. It turned out there was a slow delivery of the reply which told me that someone would reach out soon.
  • On August 5, I sent another follow up to the email chain, as is recommended, and there was no auto-reply and no reply from support.
  • On August 24, I sent another follow-up to the email chain, and again, there was no auto-reply, and no reply from support.

How long is “soon” concerning escalated tickets? I understand Framework are a small company and there is a high volume of support requests. However, 6 weeks seems extraordinarily long for an escalated ticket.

I understand that posting in the forum about this is discouraged, since it is not the main purpose of the community and not the method that support uses to respond to tickets.

I also understand submitting a new ticket is discouraged to prevent flooding the ticket system with duplicates.

I checked for a support phone number, and Framework has a phone number, but it is not for support purposes, and directs callers to the support submission form.

I think it’s reasonable to expect that an escalated ticket will be handled sooner than a ticket that is not. What kind of timeframe should I expect?

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As a follow-up, I received an email from support yesterday, and the issue was resolved today. I hadn’t heard anything from support until I submitted a second ticket, which is discouraged. In my case, support explained that my original ticket was incorrectly routed by the ticket system, which is why it took so long to get a response.

I would like to note: If someone is buying a Framework computer on your behalf, like a gift, Framework automatically sets up an account with the Purchaser’s email address to register it. No changes can be made without a support ticket. As a security precaution, Framework will confirm with the purchaser that the registration should be changed to the recipient.

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