So as many here I broke my screen. I asked support what to do - no response. Kind people suggested ro purchase a new one and replace myself. I did, it worked except screen is defective. There is a stripe at the top. I purchased another one, but support is still not responsive on at least maybe returning money for the defective screen. I hope maybe someone from Purism would read it
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To be clear … who suggested purchasing a new screen and from whom did you purchase it? Purism or someone else?
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As a side note for those in similar situation with the screen: it is possible to replace the screen DIY style but it’s also possible to mess that up (in small and big ways - which may not be what happened here). Anyone who doesn’t feel comfortable trying can also get the replacement and take it to a local phone repair shop where electronics pros can do the swap (for a price).
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Yes, I purchased it from Purim. Who exactly suggested it I may not recover. Found it on this forum
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Then this is a support issue that only Purism itself can really sort out for you. So the second post in this topic is the answer.
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You are correct, I have messaged support. I understand they must be short on resources, but replying at least something like “we will have a look in half a year” will work. So that people don’t have to search for Purism staff in the forum
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Waiting patiently is a more effective solution.
Pretty sure that that’s not correct. 
However constantly badgering is also not effective since every new email needs to be screened and triaged.
It has been discussed in this forum before but I think it is recognised that Purism needs to have a ticket system that is not email-based e.g. is web-based and then a customer can get status update from that, without hassling anyone, and then you get all the stuff that goes along with that e.g. internally highlighting tickets that have been waiting a long time / too long as per targeted response times and e.g. external indications of how many tickets are ahead of you in the queue etc. etc. etc.
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It is recognized:
Regardless of which solution is chosen, it will take time to deploy/implement, even with volunteering customers.
Correct, Purism recognizes that a web-based CRM is vastly superior to one leveraging email but is currently under funding/staffing constraints in this regard.
I am escalating your concern to the support team now.
Update: We see that you have already placed an order for a second replacement screen. Had this order not been placed, we would have issued a coupon voucher for a replacement screen. Since the order had been placed/shipped, we refunded your newest order (including the shipping charges) just now.
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Thank you very much. I did not mean to cause any trouble, was just seeking an update
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