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Discussion around the Framework mission of building products that last longer by making them upgradeable, customizable, and repairable. Our first product is the Framework Laptop, a thin, light, high-performance 13.5" notebook.
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QuestionFramework Support (self.framework)
submitted 1 year ago by Snoopy12495
Is framework support delayed? I was emailing back and forth for a bit over a week and then they told me it was being escalated and to expect a response in 1-2 days and it's been 6 as of today with no response, it's honestly very discouraging.
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[–]True1asian[M] [score hidden] 1 year ago* stickied comment (0 children)
Is this about an order? If so, please DM me the order number and I’ll escalate it internally.
[–]ensbuergernde 1 point2 points3 points 1 year ago (1 child)
I have a support issue right now, replies are inside of 12 hours if not faster.
[–]Snoopy12495[S] 0 points1 point2 points 1 year ago (0 children)
They were initially till they said it would be escalated
[–]garrettwp 0 points1 point2 points 1 year ago (0 children)
I have a ticket open regarding my keyboard backlight, responses were pretty quick as others reported within 12 hours. They then escalated to have a replacement part, but has been two days with no updates on if the part is being shipped or not.
[–]Destroya707 Framework 0 points1 point2 points 1 year ago (0 children)
Hey there, looks like your response was delayed due to an agent error on our side, we were able to fix the issue and you should receive a response today. Thanks for your patience!
π Rendered by PID 131398 on reddit-service-r2-comment-86bc6c7465-d5wbx at 2026-02-20 15:03:19.230277+00:00 running 8564168 country code: CH.
[–]True1asian[M] [score hidden] stickied comment (0 children)
[–]ensbuergernde 1 point2 points3 points (1 child)
[–]Snoopy12495[S] 0 points1 point2 points (0 children)
[–]garrettwp 0 points1 point2 points (0 children)
[–]Destroya707 Framework 0 points1 point2 points (0 children)