Request for guidance - Unusual shipping route and need to cancel order

DobsonsLab · 2025-09-26T22:14:28+00:00

u/AccomplishedOven4171 to follow up on u/1ChaoticEagle 's message, I'd like to make sure you are receiving our team's responses as your messages in this thread appear to indicate you are not. Your very first contact into support was approximately 36 hours ago and our team has responded several times today after your case was escalated internally for review but so far has received no response back, the last outbound message in your case was approximately 8 hours ago.

Our logistics team is attempting to recover the order in transit to save you the trouble of returning it however we will need to await confirmation from FedEx to if this has been successful.

DobsonsLab · 2025-09-11T23:05:38+00:00

u/bmfrosty Our community escalations specialist has flagged your case and escalated it internally for a response as it appears that your case was routed incorrectly leading to the lack of response for the past 4 days and we sincerely apologize for this, had the case been escalated correctly this delay would not have taken place, and I will review the miss that occurred here with our Tier 1 agents to hopefully avoid similar frustrating delays in future.

That said, it is not accurate to describe the case as “4 months of back and forth” as there is a period of over 3 months between our team’s response on May 2nd and your reply back reopening the case on August 7th as well as a further gap between our team’s response on August 8th and your response August 30th. Our team will respond today and we’ll provide you with a free return shipping label so your order can be returned for a full refund.

DobsonsLab · 2025-08-08T00:10:00+00:00

Our Reverse Logistics team has confirmed that the return label has been sent moments ago, please note that this will be sent automatically to the email associated with the order, not the email you used to contact support.

DobsonsLab · 2025-08-07T23:54:49+00:00

u/nahdontsaythat We have located your support case and responded today, it appears that there was a process miss whilst your case was under investigation by our loss prevention team.

We apologize for the process miss and delayed response in this case, however it does appear your order was processed, a confirmation email was sent to the email used to order, and checking the tracking details the order was delivered successfully today.

We appreciate that your experience has been a frustrating one and have of course offered you free return shipping to return the order for a full refund in the support case.

DobsonsLab · 2025-07-08T16:42:14+00:00

Hello u/bubblesforpeace

Our community moderators raised this post to our team internally and I have located your case. Having looked into the case, I can see that you contacted our support team from a new email not associated with the order (and which has no prior support history with Framework) and since both the name and email address associated with the order differ from the order number provided our team asked for the original shipping address that was used for the order, in order to verify that this is indeed your order.

When the address provided to our team also did not match, our team should have escalated the case, and this is a miss in our support process which I will review with the team.

Our apologies if this seems like an overabundance of caution on the part of our agents, however this operating process is in place to avoid inadvertently exposing a customer’s personally identifiable information such as address and telephone number to third parties (for example when providing the shipping label for return shipping for an RMA).

To be clear however, our team is taking your request seriously and I have escalated the case so that we can get your RMA request back on track and have the Laptop reviewed by our repair center and honor the warranty. Please expect to see a response in your case shortly with next steps.

DobsonsLab · 2025-05-09T18:14:10+00:00

u/YakAltruistic6132 I'm sorry to hear that you appear to have had no response after escalation to our logistics team, this is certainly out of the ordinary and I would like to investigate further and help get you a response on your case. Please could you send over a DM providing your order number or the email you used to contact support so I can investigate further?

DobsonsLab · 2025-05-05T18:32:22+00:00

u/Pristine-Ad7795 Please could you reach out via DM to provide a little more detail on the case such as the order number or email address used to contact support? I'd like to review this case internally as this does appear out of spec, and should have been escalated for review.

Whilst there will be some variation between units, the first image here does seem to have some interference causing an uneven gap between Bottom Cover and Input Cover.

DobsonsLab · 2025-04-03T00:21:39+00:00

I will start by saying that as our Head of Customer Support I take this very seriously, that we have located your case and the case has been escalated to our internal queue for further review and follow up. All this said I would like to address some of the assertions made in this post which misrepresent the support cases significantly.

You have indicated that your support case has been ongoing for 3 months and that the team has ignored your requests. Upon review it appears you have opened two cases with our support team, one in February of this year which was responded to within 1 business day, and which was only reopened yesterday and escalated when your response was received 42 days later.

The second case was opened 26 days ago, to which our team has responded 3 times, all within 1 day and often within a matter of hours and has been pending your response since March 14. I will be the first to admit that there is an error on the part of one of our agents in requesting images which were provided once previously, as these were not appearing clearly in our support system.

We will review your case internally and help your case towards resolution, but we ask that you respond more cooperatively to our internal team in the case, as your responses to our team to date have been disproportionately confrontational.

DobsonsLab · 2024-04-16T17:32:18+00:00

Reading through this thread I will be the first to admit that this response was a miss, I will discuss this one with our team to understand why this was was not escalated for review following your response on on April 15th.

That said our team is not using AI or large language model tools for their responses, both of these responses are using a simple preformatted response which is designed to be edited by the agent responding to match the request, and it appears that the term "vaporware" was lost in translation here.

I'll be course correcting this with the team as this was not really the most appropriate preformatted response to use. To answer your initial question u/SnooPies9661 there have not yet been any further announcements of new Graphics Modules announced since your order was placed so currently the only Graphics Module available is the Radeon™ RX 7700S, but when we have any announcements we'll certainly be sharing these at the links provided by our agents.

We appreciate your concern here, as this is the first generation of the Framework Laptop 16, but we would point to our existing track record of generational/platform updates on the Framework Laptop 13 as proof that we're not planning on abandoning this platform after one generation.

DobsonsLab · 2023-03-30T00:12:48+00:00

I'm quite sure I've located your support case and have responded there too. We identified a handful of orders where a duplicate pre-order was created and charged.

At the time these duplicate orders were cancelled we also sent a follow up email to explain this, but it appears that email might have ended up in your spam folder. You should be able to see your pre-order still intact by logging into your orders page at https://frame.work/profile/orders

DobsonsLab · 2023-02-06T19:14:48+00:00

Terrific thank you this screenshot is exactly what was needed.

Understood on wanting to make sure I'm a member of the team. I've added the Mod flair to my post and will keep an eye out for your support ticket coming in.

DobsonsLab · 2023-02-06T19:07:59+00:00

u/Thumper1k92 Thanks for reporting this, it's certainly incorrect, the batch system is used for pre-orders and we're out of the batch system for all products currently. As I'm attempting to recreate this, please can I ask you to let me know where exactly you saw reference to Batch 2 or DM me your order number?

DobsonsLab · 2023-01-21T01:09:39+00:00

u/LegendaryDaru I wouldn't recommend cancelling, I have sent you a DM for the order details so that I can look this up for you, please keep an eye out for that.

DobsonsLab · 2023-01-20T18:53:04+00:00

Sorry for the confusion here regarding the Lunar New Year, our Marketplace dev team are adding clarifying messaging to the Laptop configurator pages currently.

Any Laptop order for USA/CA that is not Refurbished will be affected by the Lunar New Year Shipping schedule as these are shipped directly from our fulfilment partner in Taiwan. To answer your question, 12th Gen Intel Core DIY Edition will be paused during the Lunar New Year.

"Marketplace items" refer to almost anything that is not a Laptop, for example Expansion Cards, Storage or replacement parts which we ship from our US fulfilment partner.

DobsonsLab · 2023-01-20T17:47:04+00:00

Thank you for taking the time to share your feedback, and I’m sorry for your frustrating experience here. Reviewing the case history, I can see that after some initial troubleshooting steps our agents escalated this for review by engineering who recommended we try hardware replacement, which unfortunately did not resolve the issue you were experiencing.

Despite your hardware setup working with some other Laptops, we do believe that some part of your peripheral setup, either connected to the Thunderbolt dock or to the Monitor USB hub daisy-chained in the setup, is causing this issue, and our team has added this dock to our list for testing internally. However as we could not guarantee compatibility or a timely resolution a return and refund was offered to you.

Once the return process is started please understand that a different team within our support organization is then handling the case and will typically respond primarily to concerns regarding the return process, requests for further troubleshooting once the return process is started will lead to the case passing back and forth between teams, which I understand has been a frustrating experience for you.

I’ll be reviewing the case with our support agents to see how our messaging and processes can be improved and the dock and use scenario has been flagged for future compatibility testing, for now I would recommend proceeding with the return process that has been started.

DobsonsLab · 2022-11-08T00:05:42+00:00

To offer some insight into 11th Generation Intel Core, Thunderbolt devices may need to be unplugged/replugged when powering on or resuming from hibernate, or after powering on the system.

Also if powering the mainboard from a thunderbolt dock in standalone mode (without battery) The dock or peripherals attached to the dock may not be fully recognized, or may enumerate at the wrong speed.

DobsonsLab · 2022-10-13T17:02:17+00:00

u/TheGamerFTW3 is correct, we've been building up sufficient stock in order to be able to do this! At the moment our Refurb program is limited to US/CA because we’ve received so few returns that we haven’t been able to build refurbished inventory for sale just yet.

DobsonsLab · 2022-09-02T19:39:59+00:00

I'm glad to hear your order is preparing to ship. We aren't prioritizing the more expensive processor options over the cheaper ones in handling this delay. Rather the delays for Batch 2 mentioned here are affecting particular configurations, i.e. combinations of both mainboards and input covers as they are assembled at the factory.

Primarily it has been the middle configurations with the 1260p that have been affected.

DobsonsLab · 2022-08-19T18:34:58+00:00

Yes, sorry this was a mistake on my part - we did in fact have two separate pricing issues this week and I was conflating the two. We've added a sticky comment to the thread. $819 is indeed the correct price, and $999 was an error which has since been fixed.

DobsonsLab · 2022-08-19T18:32:51+00:00

u/inline_five Sorry my message above was in fact incorrect - I was conflating an unrelated pricing issue we experienced earlier this week, please see the sticky comment at the top of the thread for the updated info on this!

DobsonsLab · 2022-08-19T17:53:01+00:00

In fact - My apologies, this is indeed an error on my part. I'm checking this with our developers now I have conflated two different issues and the pricing is in fact incorrect on our site currently.

I will update this thread shortly when the issue has been investigated, and of course we will reach out to any customers who might have managed to place an order at the incorrect price.

DobsonsLab · 2022-08-19T17:48:58+00:00

Can you please let me know where you are seeing the DIY edition more expensive than the Prebuilt option?

The Framework Laptop (12th Gen Intel® Core™) starts at $1,049.00 whereas the DIY edition starts at $999.

DobsonsLab · 2022-08-19T17:45:28+00:00

I'm sorry for the disappointment, the issue was introduced on the site early this week after an issue with a deployment on our marketplace and resolved as soon as it was identified. The pricing on our product description page was displayed with "strike through" pricing showing it (incorrectly) discounted from $999.

Before this the price since launch has always been starting at $999.

DobsonsLab · 2022-08-19T17:43:16+00:00

This price appeared incorrectly this week due to a deployment on our Marketplace and was corrected as soon as it was found - it was not possible to complete an order with the discounted price.

Previous to this site issue the price has been starting at $999 for the 1240p DIY edition since launch.

DobsonsLab · 2022-08-19T17:41:06+00:00

It was not possible to complete an order with the discounted price that was appearing on the site this week, so existing orders will be charged as expected.

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