In June a German company repaired successful my L5 (display swap). The details and contact information are here: Contact to a German L5 repair point.
You could contact them with the technical details. Maybe they’re willing to help you, ofc on your own risk.
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Thanks, I wrote them again linking this post. If this does not goes well I’ll contact the german company @guru linked below, thanks!
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I received my L5 later than you, in late spring of 2023, and I bought a Liberty Phone in fall 2023 for more RAM.
On both my devices I have used SD cards and never had a problem. But I read on the forums that there’s something loose in the L5 that damages SIMs and SD cards as they enter and exit the device unless the device is completely powered off when you remove and insert the SD/SIM tray.
Out of curiosity is it possible you were doing something similar with your tray, thus having some user error cause your problem?
I also have had support not reply sometimes and reply others, but once someone pinged JCS and got JCS on the case, they replied back again. I’m not sure exactly how that works.
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Mentions within the Getting ghosted by support thread are generally escalated. Outside of that thread, mentions are unreliable.
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I never moved the tray with the device on, as the manual (don’t remember if it was printed or online) clearly stated that you should never move the tray when the phone is on, and so I never did. Don’t know if after powering it off I should have waited more than what I did (e.g., to let capacitors discharge), but I accepted that my uSD card would not work and I was ok with it. But I really need the modem.
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Joao no longer works for Purism and his incoming emails are being redirected to the support@ alias, which then triggers creation of a support ticket if the message is not in response to an existing ticket.
I think I’ve noticed your question in the ticket queue, but there is a significant (1-2 week) support ticket backlog that Purism is actively addressing while onboarding new support staff, composing new documentation to answer FAQs, and dedicating existing staff to manage during this transition. No one is being ignored - we’re just trying to catch up.
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Ok thanks, I’ll wait another couple of weeks then, thanks!
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This message makes me sad. He was my contact in support@ since I owned my L5s (‘s’ means plural) and always very responsive.
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Yes, I agree. I was sad to hear he left as well. He posted this news on Mastodon last month, I believe.
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If someone has a valid email addr of João, please contact me with PM. Thanks
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You could try PMing him here in the forum or at Mastodon, too.
(Actually, his Mastodon/LibremOne account doesn’t accept private messages, but you should be able to contact him there if the account is still active.)
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Just a FYI
Outgoing João Azevedo passed my Ticket off to João Fonseca but Adam is looking after it 
Communication with the Joãos’ has been great, and though Adams’ prognosis is not very promising, there’s still hope. Text with Pic is all I ask now.
Not ghosted.
~s
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I never used Mastodon before. I created an account @gurucubano@mas.to but following him does not work.
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It’s happening to me right now. Apparently they had a backlog…
My beautiful air-gapped Librem 5 battery needs replacement. When I finally got a response, they told me that they don’t have any support whatsoever. No battery specs were provided. No dealer network. No address to send the laptop in for battery replacement. Nada.
This is a $1,700 piece of equipment. I have pointed that out to them nicely and asked for any of the above info and now they are gone again. I’m very close to doing the legwork to report them to their state Atty General for lack of product support. How can they sell insanely expensive laptops and not provide basic product support? Hard lesson this one.
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If the issue is just needing a new battery and if you live in the US: https://shop.puri.sm/shop/librem-5-evergreen-battery/
ps: just to work around a silly rule of the forum software
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Wow. I really appreciate that info. I wonder why Purism Support didn’t just send me that link? Instead, their support person told me that they no longer made a battery for the Librem 5 and no alternatives, specs, nothing. It was so rude. So, that battery will fit inside my laptop?
Purism’s product listings don’t have specs or dims, so for a layperson, who’s never seen or replaced an internal laptop battery - that photo looks like an external hard drive. I went right by it.
Then the next challenge is finding a company to replace the battery once I get it.
Does anybody know why Purism doesn’t provide real product support or even a dealer network? These are very high end products. It just seems really weird.
When I started this process, all I was looking for was an address to send the Librem 5 laptop for battery replacement. It would have been so simple. I could have been done with this issue twice for the time I’ve wasted with this company. I promise, I will NEVER come back here EVER again and I will blog the crap out of Purism for dropping me on my head like this. Meow.
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Since Librem 5 is a mobile phone, its battery will probably fit inside a laptop, but would be rather useless sitting there.
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The Librem 5 is a phone, not a laptop. Before any additional questions or statements can be addressed, clarify the device(s) you are looking to receive technical support.
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So are you asking about a Librem 5 (phone) or a laptop??
The key question regarding battery is … what country are you located in?
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You received a Service Desk ticket number in response to an email to support@puri.sm and were speaking to Purism Support? What is your ticket number so I can see the context and attempt to follow what you are saying? Your comments seem largely incongruent with my understanding and there clearly seems to be several large points of miscommunication.
If you go to the shop page and search “battery,” this is the page that appears Search Results for “battery” – Purism and it is likely that your product is listed.
As others have stated, Librem 5 is a phone and Librem 13/14/15 are laptops. Domestic shipment of batteries in the USA is simple; international shipment is more complicated, as Purism doesn’t possess the required certificates to do this at this time. Purism provides 1-year (standard) and 3-year (optional purchase) warranties (see Policies – Purism) and will process both in-warranty and out-of-warranty RMAs.
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