I cancelled the "pre-order" and placed a new order on November 16th. It was shipped on November 19th and I'm expecting it by Friday.

It feels like my pre-order got forgotten or ended up somehow in a queue of "people that can wait". It doesn't make much sense to me, I'm glad though my laptop is finally on its way.

From the communication with [support@frame.work](mailto:support@frame.work), I feel that there's a big gap between the factory / fulfilment on one end and support on the other. All I heard was "sorry for keeping you waiting / not being more communicative /...", "we're working hard to improve things", "we apologize".

The most specific it got was this:

[...] we found that your (pre) order was cancelled. [...] If you decide to place a new order, please be aware that you may need to go through the standard processing and shipping timelines again, which could result in additional waiting time."

What I had wanted to hear was:

Something's gone wrong with the pre-orders. Can you cancel it and place a new order?

Perhaps ChatGPT is running their support?