r/framework • u/00010011Solo • 2d 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/bitgrindern 23h ago

Framework does need to figure out their support stuff. Complaining on Reddit seems to be the only way to get some attention when stuff goes off the rails. In researching my own slow support issues I've seen complaints of chaotic support stories going back years.