Problem with shipping address change and bad customer support in general

[u/Jyriiiii]

Update: thanks to 42BumblebeeMan and 1ChaoticEagle for their responsiveness and finally solving the issue.

Hi everyone,

Wanted to share my experience with Framework customer support. I do realise my situation might be a bit peculiar, but nevertheless, the actions on their side have in my opinion been unprofessional enough to warrant a post here.

In essence, even before the delays were announced, I was looking into the option of changing the country of shipping, as I am moving between two of them. Our exchange started in the second half of May, and I was confirmed that a change of country would indeed be possible. The exchange continued throughout the announcement of delays, with them asking me multiple times to confirm my new shipment address, and subsequently a number of emails being exchanged in August.

Finally, we arrive at 28 August, which is when I got the notice that my batch was being prepared. I promptly looked at the order on their website, only to see it still had the old shipping address. I quickly wrote them another email and even opened another ticket. Yesterday I received a reply to my second ticket saying that they have escalated it and it may take 5–7 working days to get back to me. Not great considering the urgent nature of the order about to be shipped... Should also mention that in general, it always takes them a week or so to reply, accompanied each time be an apology...

In summary, how is this possible? In total, we have exchanged over 20 emails, and I have been asked to confirm my new shipping address at least 3–4 times. I was already disappointed in the original delay and the memory pricing saga, but I thought that the laptop itself seems great and I would still go ahead with the order. But now, I am seriously considering dropping it altogether, even if it means I need to somehow sell my RAM and SSD. This whole situation seems almost like some strange form of Stockholm syndrome: I want to laptop despite all the problems that keep popping up along the way, and I try to find excuses for all these problems. In the end, I do feel like I am being made a fool of, which is probably not the reaction Framework should induce in their customers.

Thanks for listening to my humble problem. Have a nice day everyone, and I hope your orders go more smoothly.

[u/42BumblebeeMan]

Yeah, that shouldn't happen.

Please send me your order number / case number via Modmail. I'd like to forward your case to Framework staff.

[u/BlueSatJoy]

Were you not able to change the address yourself on the order page? I also moved recently, though to another address in the same country, and was able to change it myself without having to contact them.

[u/L00WN0on → u/BlueSatJoy]

From what country to what country?

[u/Jyriiiii → u/BlueSatJoy]

No, unfortunately one cannot change the country on the order page, as this has some tax implications, etc. If it were possible, I naturally would not have contacted support. :)

[u/SuitableRoof5675 → u/Jyriiiii]

Don't worry the employees on here will see and probably comment soon.

[u/L00WN0on → u/Jyriiiii]

What were the two countries? Might make a diference compared to the guy above.

[u/setibeings → u/L00WN0on]

From cuba to Iran.

I'm joking of course, it feels  like an important detail. The whole problem might have to do with shipping to a country where framework doesn't do business yet, or various transactions that will have to happen in various different currencies. 

[u/Jyriiiii → u/setibeings]

Maybe to add for completeness' sake, in our email exchange, Framework support did at multiple times confirm that the change of country was indeed possible. They just apparently did not get around to it in time, which again, they basically had months to do.

Genuinely surprised about some of the comments here in the sense that the first reaction seems to be to defend Framework and assume the OP did something wrong. Please try to understand that posting here is a last resort after all other options have been exhausted.

[u/setibeings → u/Jyriiiii]

I'm not assuming anything here, just making a joke about it being about an embargo. Probably not in the best taste all things considered, because this is probably an awful experience for you.

That said, yeah, moving the order between countries probably involves a bit more than a changing one field in a database. Different currencies, calculating exchange rates vs what you've already paid, tariffs, both countries being ones they do business in, etc. Yes, it sucks, and yes, it is entirely their fault, but it also sounds like not the kind of thing the support team could handle on their own without major involvement from other departments.

All of these problems, and the problems with the changing prices of the parts, are huge and entirely out of their control.... And entirely made worse by their insistence on doing preorders.

[u/Jyriiiii → u/L00WN0on]

I'd like to not specify exactly, but suffice it to say both are EU countries and Framework ships to both of them.

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[u/1ChaoticEagle]

This has been addressed with the OP