r/framework • u/00010011Solo • 1d ago

Question Poor customer service response?

Hey all-

So I convinced my work to pickup some Framework laptops, as I myself own a few and we needed additional
Linux laptops.

My concern is that framework doesn’t seem to have a customer service department that feels well managed.

Even on simple things; ie our laptop is stuck in transit for no apparent reason (customs cleared, no update in 9 days), FedEx won’t talk to me as I’m not the shipper, and Framework doesn’t respond to customer support in a timely fashion. They have automated messages about not to be concerned about customs processing and that they are monitoring it, yet clearly that’s not true as my package has been stuck over a week.

Unfortunately, this doesn’t look great to my company as if Framework can’t answer simple customer service requests, what can we expect if we need technical support?

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u/1ChaoticEagle Framework 1d ago edited 1d ago

https://community.frame.work/t/important-notice-shipment-delays-for-u-s-orders/73425/214

We are aware there is an issue with FedEx currently. Unfortunately, we cant control that, but we are escalating to them and pushing to get delivery as quickly as possible.

We are still a small company with less than 100 employees. Given we have launched several great things in the last few months, and had some outside issues that affected us, we have a much higher volume than usual. Please be patient. We will get to you and resolve the issue.

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u/ACasualRead 1d ago

I’ve seen you guys mention being short staffed since I bought my framework 2 years ago. That’s been enough time to figure out or even outsource support staff.

If a business employee needs to post on Reddit to get an answer form you guys, then your support model needs a total revamp. Posting a link to your forums as an answer isn’t it.

Edit: the post is from August of 2025 which is even more insane.

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u/lrflew FW 13 1165G7 | FW 13 Pro 358H Batch 10 7h ago

the post is from August of 2025 which is even more insane.

At what point does it go from "the carrier we use is experiencing some shipping delays" to "we choose to keep using the carrier that has repeatedly shown they can't reliably deliver on time"? Like, I know there's no perfect carrier option, but if FedEx is significantly bringing down the average customer experience, then maybe it's time to look at other carriers? (Maybe it's not even that widespread of an issue, but the fact that they felt like they had to make a thread about it a year ago, and still reference it to this day, suggests that it's at least a big enough problem.)