but whhy?
Personally, I already got what I paid for (contributions to Free software) in 2017, but even if someone were feeling dissatisfied were you really going to spot the legal fees for whatever action ?
I think you may be looking at this through your own lens and not considering there are other experiences.
Some of us were later to the party and did not crowdfund an idea, but rather bought a product. And Purism has, so far, provided refunds to those whom have chosen to cancel their product purchase.
Iām not sure what legal fees you think would be accrued by canceling an order and asking for a refund, but generally theyāre non-existent.
Well, thatās the thing, heās posting to fellow customers (we canāt give him a refund even if we agreed it was in order). Contacting customer service seems like a no brainer, so whatās the motivation here (what does he want from fellow customers ?) The only thing I can think of is that he wants us to join some sort of action.
I canāt speak to motivation, maybe just needed to vent and be heard, maybe testing the waters to see if their thoughts are out of line (Iāll do that sometimes, vent about something thatās bothering me to see if Iām alone or if others have the same frustration) maybe plotting the nefarious demise of purism one forum post at a time, or maybe 1000 other things.
Instead of projecting, and starting off as if this was a personal attack, it might be helpful to try and observe from their viewpoint. This thread had no allusions to the COVID-19 delays until your post and was a complaint about the communication of the delays not the fact that there have been delays.
Yes this is a user forum, purism employees do frequent the forums and see the unofficial feedback from the community and it even has an impact on the business so voicing a complaint on the forum isnāt automatically a bad thing and, as long as someone isnāt communicating in a way that suggests theyāre expecting an immediate official response from Purism employees, Iām personally of the opinion that talking publicly on the forum is not a bad thing at all. I didnāt read this as expecting an official immediate response so I think letting people talk about facts in a respectful manner is a good thing.
If you have no suggestions for how purism could improve communication do you maybe have some suggestion for what was missed to receive email communications about delays? Maybe youāve gotten the emails that would have been appreciated by others and sharing what you did different would be helpful.
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Itās not a personal attack, Iām just wondering who this āusā is if it doesnāt include me (which it doesnāt btw)
Also,
I got an email and it said:
Your estimated shipping batch:
āEvergreenā Batch - Starts March 31stPlease understand that this is an estimateāsome peopleās batch assignment might
change to a sooner or later batch as we continue to process orders. You will
receive another email (to verify your shipping address, among other details)
when your Librem 5 is getting ready to ship to you.For more information, see the following post:
https://puri.sm/posts/what-librem-5-batch-am-i-in/If you need further help or have questions, please DO NOT reply directly to
this email, but instead write a new email with your order number in the
subject line, to the following addresses:Librem.5.Shipping@puri.sm ā if you wish to change your batch preference
info@puri.sm ā if you have general question
support@puri.sm ā if you need other type of support
Itās only March 2nd.
Also, I had some issues using a debit card when I first ordered in 2017 so I have a whole chain of emails sorting that and Iāve been exceptionally happy with customer care 
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The poor communication complain is popping up now and then on this forum. And while thereās certain improvement in some areas overall state is not far from where it was all this time along.
Just checked my mailbox and I found only 5 mails from Puri.sm for 3.5 years
- Octā17 confirmation of my order
- Febā19 - CPU Selection and update about delays
- Sepā19 Shipping Announcement
- non-update (informational) batch selection poll Sepā19
- Novā19 bacth assignment
Considering Febā19 update was issued at time of pre-order deadline overall pattern seems to be - no (excessive) communication until it affects you directly. Which is fine by me. Not ideal but acceptable. Better than some other campaigns which spammed me every week so that Iāve redirected them to junk folder
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Exactly. If the person who started this topic wants Purism to change then it would be necessary to contact Purism about it. Thereās nothing that the people responding so far can actually do.
Same. But if you didnāt and you wanted an official update, you would email Purism and ask.
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Itās been stated many times on this forum by many people that they would rather purism stay busy working and developing rather than giving periodic updates, so if thatās the general attitude this statement makes no sense. Now the users here would rather have individuals contact purism and waste more time responding to individual emails than putting out regular updates? Personally I would rather see monthly status updates akin to what pine64 does, for those that say itās wasted time should keep in mind pine64 has way less resources to āwasteā to give regular updates and yet we still see them 
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They have customer service people who answer emails. Them doing their job wouldnāt take away from phone development, while phone devs taking the time to fill out blog posts would.
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OK a lot of passion here. Thanks to OpojOJirYAlG for getting my point.
So the main question here seems to be āwhy did I start a forum post instead of contacting Purism directly?ā.
Well part of me probably wanted to share my frustration about not being notified about the delays. And I only mean the delays, I do not want to be notified about each and any update on the project like Iāve seen above. For me it is basic communication : they have the email of all the backers still expecting to receive their phone, the phone will be delayed from January to September, I notice those who expected to receive it by email. It only seems legit.
If I am the only one here who doesnāt think it legit well maybe Iām wrong. But if I aināt and many people manifest themselves in that post (and that was the main point of doing it), then maybe Purism will rethink their policy of whatās important to tell to their backers as I donāt believe a single mail from me to Purism would have had any impact.
So yes, I could read the news (and blog now Iām aware of it) on regular basis to see every update but I donāt just hang on the net all day long so I donāt spend my life on blogs/facebook/twitter and any kind of news related sites. And since a 9 month delay, followed by 2 other 4 month delays (maybe Iām wrong in the figures, my apologies) are pretty much a big deal (especially on an initially 2 years project), I would have expected to be notified on that.
And I was backing for a product. I donāt own a smartphone and donāt plan on owning one unless it provides the kind of security insurances the Librem 5 have. So when I heard of the Librem 5 project I thought āyeah at last I will have a smartphone!ā.
I contribute to free software on other ways but I do want that phone (or a similar one offering personal privacy) and that is why I join this project, not for the sole beauty of it.
And as it was previously written too, I donāt believe it would be soooo time consuming to notify customers on deadline changes by email when you have a team dedicated to writting articles and doing videos on regular basis, itās just an email to a list of people.
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I donāt really remember getting the customer service-y feeling when I had my issue (still pleasant, just not ācannedā :)). I just looked their name up, yeah, I was dealing with Director of Operations at Purism according to linked in. They really are doing more with less and really are super busy.
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Everyone treats me this way . So nothing new for me . In fact par for the course. Carry on Purism .
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Hi there 
Back when the campaign was going on, many held that view, including me.
Personally Iād say it got a lot better along the way, especially during Q4 2019.
And since @hackersgame took over presenting updates early this year, thereās really no lack. More than 20 phone related blog posts this year!
(See Chronology)
Now, I get you would like to be informed by email. Especially about delays.
First I was a bit surprised by that, wondering
āWhy do I get such emails and they donāt?ā
Itās because I signed up to the newsletter during the campaign. You can still sign up on the bottom of https://puri.sm
They sent 4 in December, 0 January and one in February, including the Corona delay.
Another way of staying up to date is the RSS feed https://puri.sm/feed/
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They went to the trouble to photograph an old Bell but not too old. The dial is new enough to be plastic instead of steel, but the handset is not so new that it has a 4P4C jack, cable is molded into the handset.
Thank you for this, I either did not know about or forgot about there being a newsletter and itās good to know it seems to be the exact kind of email notifications I would be hoping for (high priority only not every blog post).
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Nice. But in this case it is the customer who is being bugged, if you get my drift.
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small correction - who wants to be bugged
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Hi, Loceka. Rob Sawyer here; Iām on the Purism Board of Directors.
Youāre absolutely right that we can, and should, do better about keeping people informed. Iāve brought this to the attention of Todd, our CEO.
Please accept our apologies. Weāll do better in future.
All best wishes.
Rob
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Iām hoping this is satire as Iāve seen enough of your posts to have seen you get positive responses from Purism employees as well.
Looking at locekaās forum activity since 2017, Iām not sure how you determine theyāre a trollā¦
This post was looking for better communication, specifically regarding delays. One thing that has come to light through this thread is that there is an opt-in mailing list that has included emails about those delays. One thing purism could improve is how that mailing list is advertised/presented to new customers since I probably did see a checkbox to enroll during purchase and expected it to be spam like most mailing lists/newsletters. I donāt think thatās unreasonable and moreover it has been articulated multiple times that this was a vent not a list of demands. There may be other incremental improvements that could be made as well, or the result may just be āhey enroll in the newsletter and youāll get what youāre looking for, we let you opt in instead of forcing it on you, we donāt spam you and may not even email you if thereās nothing to sayā
Equating locekaās behavior to Jayās isnāt exactly accurate.
And I donāt think anyone is making business decisions based on your genderā¦ Thatās the most narcissistic and trolling thing Iāve seen in this thread and I hope it was satire to show that not everyone will be pleased.
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