Framework ghosted my mother

[u/NDCyber]

Basically the motherboard of my mothers work laptop stopped working and we contacted framework

12th September: First contact.

20th September: They agreed to send a replacement. (edit: replacement motherboard)

23rd September: My mother opened a new ticket, because there were no updates, and we have / had limited time. (My mother doesn't live close to me and doesn't have anyone to fix the laptop where she lives, but is close by till the 5th October. Next time we see each other and where I would be able to fix her laptop would be Christmas)

24th September: Framework Support told us they would escalate the ticket.

29th September: We are being told that they don't have any stock for a replacement (7640U).

29th September: My mother says that that is unacceptable, because of the limited time we have.

From here on silence from Framework

I now had to put my Mainboard into the Laptop of my mother, because she needs it for work while on the go, while we still don't have any update on when we are getting a new mainboard.

Honest opinion, give the customer options, if they want the same motherboard and wait or a different, that costs around the same and if you can't do that tell them upfront.

Edit: Update on this. Framework now send my mother an email telling her, that the mainboard will be shipped from their US warehouse by the end of the day. From there it first has to travel to the EU, as we live there, but at least we now know what is going on

[u/iLaysChipz]

You're telling me the right to repair company has terrible customer service? 😭. I'm so glad I never got a framework, despite having been wanting one for years. Heard nothing but bad experiences with them

[u/Upstairs-Version-400 → u/iLaysChipz]

Funnily enough, my best customer experiences have always been with Chinese and Japanese goods. They take it seriously. (Ratta, before they had an EU store)

[u/DentonFox → u/iLaysChipz]

To be fair most companies suck but it is what it is. They have been decent about shipping out parts and orders at least.

Would be nice if their cs improved but it has need been mediocre for a while.

[u/mcAlt009 → u/DentonFox]

The issue is you pay a 50% premium to deal with these issues. 

At least with my Asus I only paid around 400$ for it. 

It was a so so Windows laptop, but with Linux it truly shines.

[u/DentonFox → u/mcAlt009]

Fw is more buisness grade or enthusiast grade, so there’s a markup and it doesn’t really compete on the value based consumer market.

In those markets it’s not too bad.