Doing good does not mean it is free credit for doing bad.
@purism is doing great building a secure and open platform, but this is not an execuse to get away with taking my money and not provide support!
I bought a #Librem14 from @purism months ago. Suddenly the battery starting draining and not charging, until the laptop does not show any sign of life. I followed their awesome troubleshooting posts successfully, but nothing changed.
I asked for their help 3 times and got zero replies!
@kdehairy @purism similar thing happened to me.
Fortunately, they sent a replacement battery. (I purchased the 3-year warranty.)
I read of one other person on Mastodon that had a similar issue. Perhaps it is more common.
At any rate, now the hinge on my #Librem14 is broken. I sent in a ticket about two weeks ago, before it totally busted. Now it's completely busted, and, as I wait for them to get back to me, I have a new past time of researching the faults of this laptop...
@pikurasa @purism After this post of mine, they contacted me, located my support tickets and helped me out until it is now running smoothly.
I have to say, I was really really happy by the level of support I got. Both on the responsiveness and content.
It's a shame that they don't show what they are capable of, consistently!
I think a timely "human" ack on the opened tickets would be a good start
@kdehairy @purism good to hear that they helped you out.
I'm wondering if something happened recently.
My battery died October of 2024, and they were helpful at that time. It looks like yours died in April of this year, and they were helpful.
Their auto response gave an indication that they are behind on emails, but no indication as to the reason. I guess it would be nice to know the reason, as well as set up a new expectation for response time (their website says 3-5 business days).
kdehairy
Purism
Devin Ulibarri