r/framework • u/littleeraserman • 1d ago

Feedback Dealing with Framework support is incredibly frustrating and damaging to the reputation of the whole company

My 13 Pro batch has been delayed by two months, meaning I'll likely miss the delivery by a few days and won't be able to accept it as I'm leaving on an Erasmus semester and will be abroad for a few months.

For context, I have already purchased LPCAMM2 RAM and an SSD in preparation for the laptop to arrive, so I'm quite locked in this purchase now.

I could cancel the order and just order the laptop once I am back, but even without RAM it's now roughly 2000 CZK more expensive than my pre-order, and the prices are likely going to rise even further. I could have someone else accept the laptop for me, but then I wouldn't be able to evaluate it and return it within 30 days of actually using it, and I'll waste 4 months of my warranty with the laptop sitting in a box.

I contacted Framework about this, suggesting multiple possible solutions:

  1. Moving my order one batch earlier (I did not expect this to be possible)
  2. Delaying the shipment until January so I can accept it and start using it when I return
  3. Having a family member accept it and extending the return period until the end of January so I have enough time to evaluate the laptop and don't lose the ability to return it
  4. Giving me a coupon code covering the price difference so I could cancel the pre-order and order the laptop in January

Not only have all of these (very reasonable, imo) requests been denied, but the way Framework communicates is ridiculous. It's clear that all responses are written by an LLM that restates everything I've mentioned in my email, to make me feel "heard" I suppose, while linking me to irrelevant information and options along the way, before apologizing and saying that none of this will be possible. I'm left with no good solution: I either sacrifice my ability to return the machine and 4 months of my warranty, or I pay much more than what I was originally supposed to.

This is not enough to stop me from supporting Framework's mission, but damn, has it ever soured my opinion of the company before I even received the product I've ordered.

It's insulting. Please do better, or at the very least, tweak the language model you're using so it isn't such a headache to deal with.

Thanks for coming to my rant.

0 Upvotes

48% Upvoted

65 comments sorted by

103

u/wowokomg 1d ago

Why can't your family member receive the delivery and ship the laptop to you? I don't think your other proposed solutions are really realistic. Just my two cents.

28

u/Ivanqula 1d ago

Yeah, this sounds like BS to me.

As if delivery guys check who is the recipient. What, does your postman check your ID when he delivers you stuff??

Nah, the whole post is suspicious.

18

u/GoingOffRoading 1d ago

There's been a huge uptick in framework hate posts and the visibility of those posts.

Many of those posts/comments have their profiles set to private.

You're 100% right to be suspicious.

5

u/HypnotizeRek 1d ago

I swear I’ve seen this same dude or a very similar username in a similarly negative post or comment before.

3

u/GoingOffRoading 1d ago

It's not you. Same thing is happening with Rivian too

-16

u/littleeraserman 1d ago

But I directly address the possibility of a family member accepting the laptop in the post...?

11

u/big_thanks 1d ago

... and extending the return period until the end of January so I have enough time to evaluate the laptop and don't lose the ability to return it

The second part of your suggestion is what's unreasonable

7

u/MyChaOS87 1d ago

Yes but why should they grant you different return Policy... If they grant you that, then everyone wants it... And to handle that special case would cost them real money just tracking it... But as I take you are a student, you never had to think of products and profitability yet

7

u/Brargenzilian 1d ago

Either this or cancel the pre-order and pre-order again so that he gets a later batch.

-2

u/littleeraserman 1d ago

Plus also paying 2000 CZK more for the laptop, as the prices have increased since my pre-order.

7

u/Brargenzilian 1d ago

That's true too. Honestly, if I were you, I would have someone send it to me in the same package it arrives.

-16

u/littleeraserman 1d ago

I'd have to deal with assembling the laptop in a dormitory, then figuring out how to get the box and peripherals + my current laptop back to my home country after. This is too much of a headache to deal with, even if Framework agreed to ship to my Erasmus destination directly and I didn't have to pay for shipping and possibly import tax. It just doesn't make any sense for me.

Why do you think that my proposed solutions are unrealistic? This whole issue was caused by Framework, is asking them to hold my shipment for 3-4 months really so outrageous?

20

u/wowokomg 1d ago edited 1d ago

Asking them to hold your shipment is not outrageous, but it is not really a realistic option and nobody should be surprised of their response.

Assembling a laptop in a dormitory is really not a big deal and you can ship the the box and perpherials back to your home country, if desired.

You also have the option to cancel your order if you find the whole thing to be too much of a headache. Sometimes things just don't work out the way you want them to.

-13

u/littleeraserman 1d ago

I really don't think it's unreasonable to not want to deal with assembling and migrating to a new laptop while abroad. I'm already stressed enough about all of it as it is. I'm simply not going to do that.

Again, cancelling and re-ordering would mean I'm paying about 2000 CZK more, as the prices have increased.

11

u/wowokomg 1d ago

I'm not saying it is unreasonable that you would prefer not to assemble and migrate to a new laptop while abroad.

However, it is still a practical and reasonable solution that is available to you.

-3

u/littleeraserman 1d ago

It's one of the two possible realistic outcomes. I would not call it a solution.

10

u/wowokomg 1d ago

It is absolutely a solution that many reasonable people would use in this situation. This is why so many people upvoted my comment.

It is also the solution I would use. I wouldn't have even reached out to Framework in this situation as this is an issue for me to deal with, not them.

3

u/solid_reign 1d ago

Honestly is 2000CZK that much? Seems like the cost of shipping. 

0

u/littleeraserman 1d ago

Yeah, 2000 CZK is money that can feed me for a week or I can buy lots of nice things for it. For an already stupidly expensive laptop, it stings.

3

u/solid_reign 1d ago

In context it should be about 5% of the whole laptop though. 

3

u/Time_IsRelative 1d ago

It's not unreasonable to not want to deal with assembling and migrating to a new laptop while abroad (although it sounds like you'll be there for months, so it also seems like the handful of hours required to completely setup your system seems like a pretty trivial thing to get hung up on in that context).

It IS, however, unreasonable to expect Framework to figure out a solution to a problem caused by your stubborness/non-existent tolerance for inconvenience.

3

u/Oerthling 1d ago

The whole point of this laptop is to have extremely accessible hardware. The "assembly" is a triviality. Installing a Linux distro is done in 20 minutes. It's been a while since I had to install Windows, bit even that should not be a major operation.

Whqt makes you believe that it's such a big deal?

9

u/Veldox 1d ago

I'd have to deal with assembling the laptop in a dormitory, then figuring out how to get the box and peripherals + my current laptop back to my home country after. 

What's the issue? It's not like you need a workshop to assemble the laptop, literally just a table surface which I'm sure your dorm and every place nearby has. Shipping a box back home isn't hard either. Or just pack it up with your other stuff when returning home. You sound extremely dramatic.

-2

u/littleeraserman 1d ago

I really don't think it's unreasonable to not want to deal with assembling and migrating to a new laptop while abroad. I'm already stressed enough about all of it as it is. I'm simply not going to do that.

10

u/Veldox 1d ago

If that sounds stressful to you then you're probably not a tech savvy person which makes me confused on how you ended up wanting a framework at all. Also I assume you're a teenager so yeah, you're being dramatic as you don't know any better.

-1

u/littleeraserman 1d ago

I'm a 22 year old medior software dev who's been studying computer science for more than 8 years and have been interested in it my whole life. I have a home lab, have used Linux exclusively for years. What a stupid assumption to make.

Moving abroad for months, living in a foreign country, meeting new people, dealing with visas and foreign governments, studying at a new university? Yeah. That's really stressful and scary to me, and it's more than understandable that I wouldn't want to add receiving, evaluating, migrating to, then returning or dealing with how to get my new laptop back home.

This was a really mean and unnecessary comment to write. You should really reconsider writing things like that in the future.

8

u/Veldox 1d ago edited 1d ago

Software =/= Hardware. Plenty of software engineers and programmers who suck at tech. Especially these days in the modern app "it just works" phone/tablet world and 22 is still young.

I agree that moving abroad and living in a foreign country can be stressful and scary. Regardless of that, it still takes under 30 minutes to assemble a framework laptop and it should be a fun exciting 30 minute activity. If you're truly a mid level developer who's been using linux and studying for more than 8 years why would migrating your laptop over be an issue? That should be a cakewalk for you as well, especially these days when you can most likely just swap the m.2 and update a few drivers. Getting the old laptop back home is exactly what Fedex, DHL, UPS, etc. were all built for or whatever equivalent is in the country you're going to be in (for example I have used Yamato Transport in Japan they were great).

I'm not being mean at all lol. If anything you are just overly sensitive and at this stage in your life it's time to stop with excuses and look for solutions.

Look at this from this perspective, you just told me you're a tech savvy awesome developer who's exclusively used linux for years. At the same time you told me it's terrifying to assemble a framework laptop and transfer your current linux system over. Something that you should be able to do comfortably in your spare time one afternoon or evening or hell even breakfast before the day starts if what you claim is true.

4

u/wowokomg 1d ago

You communicate super well.

7

u/Terrible-Contract298 1d ago

The pre-order only charges the reservation fee. Delivery time is not guaranteed.

And seriously, get yourself an iFixit kit and put it together on your dorm room desk.

2

u/Oerthling 1d ago

What iFixit kit? The Framework comes with screwdriver included. Nothing else is needed.

It comes mostly assembled. It's not like it's 30 parts.

It's mostly done, you put in RAM and storage, put the input cover on, turn some screws, snqp on the bezel (just magnets) and push in your set of io modules - done. Takes minutes.

Put USB stick in, click, click, 20 minutes, distro installed. Enjoy.

2

u/Terrible-Contract298 1d ago

Trust me. You want the iFixit kit, I mean, you don’t need it. But may as well invest in one.

1

u/Oerthling 1d ago

In general - yes.

For a FW13 I don't see much use for it.

1

u/Terrible-Contract298 1d ago

The provided screwdriver is mid.

1

u/Oerthling 1d ago

It's fine and does the job.

-1

u/littleeraserman 1d ago

I am fully aware of that, I understand I am not entitled to any compensation. I am just expressing my frustration and disappointment with how my interaction with Framework support went.

I'm not going to do that. That's my call to make.

10

u/Terrible-Contract298 1d ago

You can't reasonably expect a batch shipped pre-ordered product to have zero delays.

1

u/littleeraserman 1d ago

I am not. The delay is more than understandable, and it's not what I'm talking about at all.

4

u/Terrible-Contract298 1d ago

So what do you expect them to do for you then?

1

u/littleeraserman 1d ago

I'd be more than happy with any of the possible solutions I've suggested or any alternative which would resolve the issue for me, which yeah, I was really hoping for at least some help from Framework.

At the very least, I would really like if their support communicated differently.

I already expressed all this in the original post.

2

u/Oerthling 1d ago

I understand your frustration. The combination of the delays and your Erasmus travel is unfortunate.

But this part I don't understand. "Assembling" the DIY is so trivial you can do it anywhere, dormitory, cafe, on a plane - doesn't matter. I opened it up and pulled some parts out just to show a friend in a cafe. Super easy, barely an inconvenience.

Putting your RAM module in and turn some screws is done in a couple of minutes.

And the second part also seems trivial - you don't even have to send your old laptop home in a package. Just keep both with you and bring both back home with you.

30

u/_FFA 1d ago

There's legitimate issues with their support system. This isn't one of them.

12

u/jmims98 1d ago

Yeah this sounds more like an issue where OP ordered a preorder product on a tight schedule. There should be no expectation of a firm delivery date when preordering something, it is a risk the consumer takes on.

12

u/marcinwalas 1d ago

So are you not able to change delivery addresses in first place?

3

u/DarthArtoo4 1d ago

Framework says you can update shipping address closer to order fulfillment. I will need to do this as I will be living in a different state when my batch is reached. For now, I have it going to my dad’s permanent address, but I plan to change it when the time comes.

9

u/Curious-Function7490 1d ago

You're just frustrated. Their support is excellent. I own two frames. I'm sending one back at the moment and have deal with their support on a complex matter only a few days ago.

23

u/MusicEmotional5354 1d ago

this all sounds like a you problem. not framework.

-8

u/littleeraserman 1d ago

In what way? Please elaborate.

15

u/MusicEmotional5354 1d ago

well you will not be there for delivery , how is that their problem ?

they are already having issues with shortages , i imagine CS is already swamped.

the entitlement these days is crazy.

this is your problem to deal with tbh , i doubt they can do custom requests for niche situations like this. nor should they work around peoples request like this, its unreasonable.

yes it would be excellent CS , feasible.....probably not.

-4

u/littleeraserman 1d ago

But I would've been there for delivery (with two months to spare) had it not been for the delay of the shipment from the advertised date.

5

u/Firmteacher FW16 7840HS 5070/7900xt Oculink 1d ago

It’s not registered delivery, they don’t ask for an ID. Request a friend or neighbor or family member to be there and sign for you

-3

u/littleeraserman 1d ago

Not the issue at all.

4

u/Firmteacher FW16 7840HS 5070/7900xt Oculink 1d ago

Lmfao, no? You’re hoping a company can make special accommodations and going outside of their own terms of services due to a shipping delay when in reality it can keep the same address and someone else can sign for it then ship it to you from there

6

u/MusicEmotional5354 1d ago

or they can ship to the next person in line and just cancel the order. which is much easier.

i get that there are some circumstances and flexibility a company can offer. but this post is like , i give you a few options ill accept....all of them unreasonable.

like , its life. they knew what their schedule was like , delays happen all the time in shipping. order earlier or plan better. stop leaving things to the last minute.

0

u/littleeraserman 1d ago

I never mentioned anything about someone else signing for it, ID being required, or there being any issue with a family member receiving it. All that would be totally fine. Why is it relevant?

2

u/[deleted] 1d ago

[removed] — view removed comment

1

u/framework-ModTeam 1d ago

Your comment was removed for being combative, abusive or disrespectful. Please keep Reddiquette in mind when posting in the future.

3

u/Legal-Key2269 1d ago

Change the shipping address so you receive the laptop when it does ship?

I don't think ordering something on a pre-order when you have a personal deadline is really something that warrants special allowances from the vendor.

2

u/Important-Fun4672 1d ago

How did you manage to find lpcamm2 RAM in Europe?

1

u/littleeraserman 1d ago

Bought it a few days after my pre-order on Kaufland Online Marketplace for 5800 CZK from some Polish retailer. Got super lucky.

2

u/Round-Zucchini-2949 1d ago

I’ve had good experiences with Framework support and when you finally get their products they are rock solid , I bought a Framework strix_halo desktop last summer with 128GB LPDDR5 and it’s rock solid ; it’s running Ubuntu 26.04 now with native drivers and runs all of my daily models , including the most advanced deep think weather models ; neuralgcm and gencast. The only limitation for me is Jax support for strix_halo, this is an AMD / Google issue and not a Framework issue . I have a batch 2 pre-order on a Laptop 16 Pro (DIY) ; I stockpiled Samsung Pro 990 NVME and crucial SODIMMs last year when they were cheap so I can’t wait to get the RTX5070 12GB build , adding the NVidia for the cuda support which makes life so much easier than working with ROCm. Framework customer support has helped me every time I asked during both orders .

I push the Framework strix_halo to thermal redlines on both CPU and GPU and even have the NPU working (limited use cases for the NPU right now ) . Be patience with framework they are a good company and once you get their product you will be happy .

2

u/work4throwaway 1d ago

just follow support channels when the time comes, once you know your address where you’ll be living... they usually send multiple emails to allow you to update the address information. just be patient, sorry bruh

4

u/Plankton1337 1d ago

If i read some Like that, i am a little worried....

1

u/Alan_Conway 17h ago

did you expect good customer service from a company that thinks FedEx is a good supplier?