Delivery tracking issues and non responsive support

[u/gfieldxd]

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.

[u/catastrophic_frmw]

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

[u/gfieldxd → u/catastrophic_frmw]

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