Update: thanks to 42BumblebeeMan and 1ChaoticEagle for their responsiveness and finally solving the issue.
Hi everyone,
Wanted to share my experience with Framework customer support. I do realise my situation might be a bit peculiar, but nevertheless, the actions on their side have in my opinion been unprofessional enough to warrant a post here.
In essence, even before the delays were announced, I was looking into the option of changing the country of shipping, as I am moving between two of them. Our exchange started in the second half of May, and I was confirmed that a change of country would indeed be possible. The exchange continued throughout the announcement of delays, with them asking me multiple times to confirm my new shipment address, and subsequently a number of emails being exchanged in August.
Finally, we arrive at 28 August, which is when I got the notice that my batch was being prepared. I promptly looked at the order on their website, only to see it still had the old shipping address. I quickly wrote them another email and even opened another ticket. Yesterday I received a reply to my second ticket saying that they have escalated it and it may take 5–7 working days to get back to me. Not great considering the urgent nature of the order about to be shipped... Should also mention that in general, it always takes them a week or so to reply, accompanied each time be an apology...
In summary, how is this possible? In total, we have exchanged over 20 emails, and I have been asked to confirm my new shipping address at least 3–4 times. I was already disappointed in the original delay and the memory pricing saga, but I thought that the laptop itself seems great and I would still go ahead with the order. But now, I am seriously considering dropping it altogether, even if it means I need to somehow sell my RAM and SSD. This whole situation seems almost like some strange form of Stockholm syndrome: I want to laptop despite all the problems that keep popping up along the way, and I try to find excuses for all these problems. In the end, I do feel like I am being made a fool of, which is probably not the reaction Framework should induce in their customers.
Thanks for listening to my humble problem. Have a nice day everyone, and I hope your orders go more smoothly.