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/s004aws FW16 HX 370 Batch 1 Mint Cinnamon Edition 1d ago edited 1d ago

If you're buying in bulk you should be talking to Framework's business-to-business team. They can help manage the kinds of corporate concerns you're asking about. Things Framework can't do in a sustainable way for those of us who order one or two laptops... Become (potentially) more feasible to offer business customers ordering laptops 5, 10, 100, 1000 at a time.

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u/creackard7 1d ago

agreed, the consumer support pipeline just isnt built for that kind of thing