after a couple of years of waiting for my phone, I eventually ended up asking for a refund. That was 7 months ago, in the meantime purism will not respond to emails after that request. Is anyone else here in the same boat? Is there any way to contact purism other then email for a follow up on the refund?
Some others in the same boat can be found in this thread, I think:
As for ways to contact Purism, I think it is worth to send another email, and if no reply send a third email. Also might be worth sending from another email address, in case there is some issue with email delivery or getting sorted as spam or something. You can also try asking in Purism’s matrix chat rooms, see Community
No, actually i got an email back, after my refund request, indicating that purism no longer gives refunds for the librem 5. They linked to Can I get a refund on my Librem 5 campaign order – Purism as further justification for this.
TLDR: the money is spent on developing the software that’s now available to all, refunds hurt the projects goal, and those would need to be paid for through purism other activities. They offer either a store credit with a 20% “courtesy” increase, or your phone.
I opted to receive the Librem 5 instead. That was of course what i had been interested in all along.
Now when the things were finally in stock, purism was rather quick with the replies, and as mentioned, indicating your interest in the phone itself rather than a refund, quickly settled things. I got a question about possible accessories to ship with the phone, which i declined, and only four days later, here we are. The device arrived at my doorstep yesterday!
Lots of things to do and learn now, so i guess I’ll be spending a lot of time on it these upcoming weeks
I got a delivery mail on the 7th of November 2022, and the next day asked for a refund. I got this reply, where they confirm the refund.
From NN@puri.sm) on 2022-11-09 00:46
I have created a ticket for your order to be canceled and refunded.
Please keep in mind that the refund processes are slower at this moment.
After a couple of mail exchanges (basically I sent one mail each month asking what is happening), I am ghosted.
hmm sorry to hear that @StaffanMelin, sounds like that’s the exact same thing that happened to me. The customer experience so far has been less than desirable, eventually my patience ran out, so I opted to withdraw my refund request, and asked to have the phone shipped instead.
If you don’t want to receive it, looks like there’s no other option than to wait for the refund, or take the store credit instead.
I am so disappointed by Purism’s refusal to answer my attempts at communication. I need my money, as my economic situation has deteriorated since ordering the L5. I thought that this was what a refund was about. Things can change. And I do understand that things can change for Purism too. But at least tell me so.