I think it takes more time to handle a refound, as it takes to validate the Address, pick the finished phone in the Box print some Sticker and hand it over.
With the Money Issue, you have to do some Checks for the legal paperwork, and you have to verify much more before sending a transaction, then a packed with a phone inside.
If you send Money back you have to think about the currency, its value. About the Identity of the receptionist and much more. My favorite example is: What if someone transmit you 0.005 Bitcoin, and now will a refound of 0.005 Bitcoin 5 Years later whey (just hypothetical) its worth 100 times more…?
World Fiat-Money will have less fluctuations but you have to handle that question, and this rise a simple task to a complex Problem with much communication. When you then ask a Lawyer, and he need time to answer that question, as company you will freeze that process before you respond. I am just thinking about this issue, and i have not search and wrote down hard facts.
You asked not Purism, you asked a Developer in this Forum. He is not in the Position to answer that not technical question. Yes he answered with the “Staff Member We”, on a question about the how the parcels got done and leave the building and about a shrinking List of open Jobs. And you ask for some Statement an Issue way out of his business.
The FTC grants companies seven working days to handle a refund. The vast majority of companies out there don’t have a problem with that. And if you do have problems with that you’re basically admitting you’re incapable to do business by the rules and as a consequence your company will get fined.
Look on that thread. The time frames are much longer than you’re thinking. It shouldn’t take 6 months. Or two years …
No. I asked joao.azevado and he is a “Support Engineer”, not a “Developer”. He’s usually more directed toward hardware support, but he has frequently addressed issues on this forum about why their place in the queue was skipped. https://puri.sm/about/team/
Something new to say here
Order Number: #Purism_9xxxxxxx3
Order Date: February 4, 2020 Address Verification email: 12-5-2023
Order Status: Awaiting Shipment
After three+ years waiting, my address changed and I replied today the confirmation email.
Shipment Notification : June 8th 2023 (confirmation for 9 ordered items including spare parts)
Edit:
Shipment Delivery : June 14th 2023 (package contained some unexpected material, contacted @joao.azevedo)
evening same day: @joao.azevedo had sorted out what to do about this
June 15th 2023: unpacked my new (2nd) Librem5
Order Date: Oct 04, 2020
Verification Email: May 23, 2023
Shipped: Jun 08, 2023
Received: Jun 10, 2023
Destination: California, USA
My Librem 5 is working well and nicely engineered. I can tell the OS/software has come a long way since the early days; it is quite usable and clean. Thanks Purism!
Order Date: September 24, 2019
Address Verification email: April 17, 2023
Response: April 19, 2023
Shipment Notification:
Received:
Destination: USA
I have not gotten any response as to the cause of the delay. I swapped out the AweSIM plan for the less-expensive SIMple plan, but otherwise I asked for nothing else except the phone (no extra batteries, etc.).
Starting with the first email notification, responses were very quick, but when I started asking what was causing the delay I TWICE was given the runaround, aka “It will ship in two weeks”. The last “two week” notice was 17 days ago.
I suggested that if the AweSIM/SIMple change was the source of the delay, then I was willing simply to forget the plans and to have the phone shipped as is, and never got any kind of a response (again, twice).
Has anybody else run into a brick wall surrounding the AweSIM and SIMple plans?
