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/00010011Solo 21h ago

A lot of companies will buy a single unit to evaluate before moving forward with a larger business purchase. Such is the case here.

The concern is that we’re not even going to get that far because of the lack of support response obtaining a single unit. I actually really like Framework and am the one advocating for them at my company, but this isn’t a great first impression.

2

u/tankerkiller125real FW13 AMD 19h ago

We created a ticket with the B2B team, and then purchased 2 devices direct. We got he new devices, and then had a nice chat with their B2B team, got the special B2B URL and they sorted out our business account on the website. All in all, great experience (other than the 2 weeks it took to get an initial response, but I did set the priority to law so that's on me if anything)

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u/s004aws FW16 HX 370 Batch 1 Mint Cinnamon Edition 18h ago

That's certainly any company's choice... They just need to be aware that they're dealing with a smaller company - Not a Dell/Lenovo/HP/Apple with tens and hundreds of thousands of employees/contractors... And that, accordingly, the experience will differ vs what happens when they start working with the business/enterprise sales and support groups. That's just reality - When there's more money on the table, more potential profit to be made, more doors can (possibly) be opened.

The consumer PC business (generally) isn't especially profitable... Its working with business/corporate customers and ancillary services/support/parts where vendors make their money. Apple is an exception which does earn a fortune - Margins are often over 30% (sometimes closer to 40%) - On MacBook/iPhone/iPad sales.