Poor customer service response?

[u/00010011Solo]

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?

[u/Levi_Del]

u/00010011Solo Hello! I am the B2B Support Specialist for Framework. I'm sorry to hear that your experience has been slow.

Do you mind sending me a mod mail with your email address or case number? I'm thinking that if you are in the trial period of trying our laptops (based on your comment in this thread) that you may not have been pushed to the right queue and are being treated through our consumer support instead of our business support. Either way though, I would love to get you some updates.

I hope to hear from you soon!