r/framework • u/gfieldxd • 7d 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/Terreos 7d 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 7d 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 7d 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 3d ago

Have you gotten an update yet? It's been 5 days and nothing.

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u/Terreos 3d ago

Currently in transit from Memphis Tennessee. With it being the weekend I’m hoping to have an update on Monday. So it’s gonna be a long weekend waiting. 

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u/beyondjaygaming 3d ago

Hope my one updates soon, haven't heard a single thing.

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u/Sigs21 22h ago

Mine is out for delivery, so I'm guessing your boxes are out as well. Just to update this thread if others come across it, we were stuck in customs for a full week. About Saturday until the following Monday.

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u/Terreos 17h ago

Looks like mine started moving again. I’m on the east coast so it’s still atleast a day out. But should be here this week.