I had sent them an email back then, and again a month ago, but all i got is a ticket number #5917 that they won’t reply. They use to have support on their matrix channel, but they have closed that option. What’s the use of paying an “extended guarantee” if the support is completely unresponsive? 
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Have you tried pinging @JCS from here in the forum?
I imagine Purism support has been mostly absent over the holidays, but they should be back to work by now.
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