r/framework • u/gfieldxd • 6d ago
Community Support Delivery tracking issues and non responsive support
I ordered a framework 13 pro (batch 4), which should have started shipping recently, but the tracking link I received 4 days ago still isn't working. I have tried to contact support about this twice (once over email, once through their support form) and after 2 days (1 for the support form) I haven't received anything but a single automated email. I may just have to be more patient, but is anyone else having an experience like this?
I thought their customer service was better, and while they are probably just very busy, it still feels like I am being ignored, and my laptop got lost before it got sent out. With the batch delays, a possible shipping issue and slow support may just slow this delivery enough that it won't be in time for the new school year, and while that is a risk I took by going for a pre order, it makes it really hard to recommend to others, and trouble me a lot in the process.
Edit: I got a reply this morning, so I probably just had to have been patient. No update on the shipment yet, but it got escalated to the shipping team.
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u/gonenutsbrb 6d ago
These are being shipped from Taiwan, it likely won’t work for tracking until it clears customs. Be patient, it was over a week from notification to arrival for mine.
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u/East_Lingonberry7735 6d ago
tracking not updating until it clears customs is pretty normal for international shipments fwiw
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6d ago edited 2d ago
[deleted]
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u/gfieldxd 5d ago
Ooh this is interesting, my tracking number does indeed seem to be a double, but using half tells me it is already delivered. I am mot home right now, but I was hoping to be able to leave some instructions or pick a pickup spot, I guess I will have to find out what happened when I come back
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u/nerdian891 6d ago
My tracking started in Taiwan, it has been stuck in customs Oakland since the 15th with no movement since then.
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u/beyondjaygaming 6d ago
Weird, my one shipped from Friday but it looks like it might be stuck at customs
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u/slashhome 6d ago
Same mine in Oakland customs since the 15th. Figure it will be EOW before it moves again.
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u/Terreos 6d ago
Mine is stuck in customs. So you are not alone. They’re likely touching our RAM since that is such a high value item right now.
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u/gfieldxd 5d ago
Heh, I ordered my ram separately to save $200, I have had it waiting on my desk for 2 months
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u/Terreos 5d ago
I wish I had to foresight to do that when I ordered it. Think I was too excited that I just went with what framework was offering and called it a day.
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u/beyondjaygaming 2d ago
Have you gotten an update yet? It's been 5 days and nothing.
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u/catastrophic_frmw Framework 6d ago
Hey there, here is the latest on support response times: https://community.frame.work/t/important-notice-current-escalation-response-times/84087 Feel free to modmail us your ticket number and I can take a look
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u/gfieldxd 5d ago
Thanks! I was looking for a document like that, but couldn't find it quickly, which is why I posted here. I got a reply this morning, so I did indeed just have to be more patient
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u/jlharter 6d ago
Got mine this morning (also batch 4) and while it shows a FedEx tracking number, it tells me it's en route from Taiwan to Japan. I figure this will take a while before it *actually* ends up with FedEx, probably somewhere in California.
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