Edit: I emailed this exact post to Purism since that's where they answer these things. I've added their answer for anyone interested.
I’m really positive toward the goals of Purism! Especially the Librem 5 and hopefully its predecessors.
I was on the verge of buying the phone but then I noticed something and got really hesitant.
These question are aimed at the phone but could apply to any Librem item.
Why is there no official RMA process available/written?
I know that you probably have some kind of support process through email, but a written article about the policies and processes would provide less doubt for new customers.
We have it, just not published yet.
No ETA specified hmm…
How would I get a Librem product repaired?
This in particular is what worries me the most being a EU citizen. Shipping to the US for repair and then back, would probably take a long time. That’s not really optimal for a critical everyday device like a phone.
Furthermore it worries me that Purism also doesn’t have any articles about repairs.
We have a service partner in Germany, so customer from EU ship their broken devices there. Of course, we are paying the shipping.
No answer to my question about an article/terms
Why is the warranty only 1 year?
In the EU consumers get a minimum of 2 years warranty by law. However companies with quality products will usually provide more than that. So does a lot of decent US tech companies.
Doesn’t Purism have confidence in their hardware?
This is what manufacturer is giving us, we are not financially big enough yet to offer more. And we’re US based company, so we’re bound by that EU law.
I guess they mean not bound. I understand but it’s a bummer, whether big enough to not by the phone i don’t know yet.
Other than these doubts I’m very happy to see Purism push the limit and bring us all true freedom to the phone market. I’m exited every time there’s a new blog post about the Librem5.
I hope it will be a great success and I wish you all the best.