This is my experience with frame.work's customer support, and how things should be improved.

One of the things I think is dangerous about the current state of their official communications channel (Discord, Reddit, etc) is that the moderators (which are volunteers but still overseen by framework employees) close conversations when people complain (as seen at the bottom of the linked post).

The other, even more dangerous thing, is that they've created and push an attitude of "don't care about the issue even if it's bad, I'll just buy a replacement instead of making a warranty claim" that makes users question their choice to contact Support. An example here: https://imgur.com/OLFJITP or straight up defending some the company's shady behaviour [1]

[1] https://www.reddit.com/r/framework/comments/1drjp5w/comment/...