Support went from highly responsive to total radio silence on a DOA business trial
I wanted to share my current support experience to see if anyone has faced a similar bottleneck or has advice on how to get an update. I’m in very early stage testing of Framework desktops for a business deployment; we already have one trial unit live, but the second arrived DOA with constant GPU crashes and artifacts.
Initially, the support team was fantastic. They were very responsive, walked through troubleshooting, acknowledged it was a hardware fault, escalated the ticket, and confirmed no further logs were needed. However, since that escalation, communication has completely stopped. Despite polite follow-ups, I haven’t received any updates regarding the hardware service review or a replacement unit.
This is becoming a major roadblock because the hardware is tied to a professional timeline. It is particularly frustrating because the B2B sales team was very quick and efficient, and the support side has left us hanging mid-resolution. I really want to advocate for Framework in our workplace, but this communication gap makes it very difficult to justify a wider rollout.
Has anyone else experienced a sudden drop-off in communication after a ticket escalation? is it normal? If anyone has any advice for me I would be very appreciative