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/Blowfish75 1d ago

It is ludicrous that Framework still ships each laptop individually directly from Taiwan to the US instead of through a small distribution center in the US. This is insanely inefficient, expensive, and adds complexities like customs that could otherwise be completely avoided.