Librem 14 Battery Won't Charge

Hardware Librem 14
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Purism onsite staff is currently on a break:

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@JCS ?

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But given that the OP hasn’t received anything but a bot response for 3 months … is there really any difference in response when the onsite staff is on break?

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The difference is that a staff break is guaranteed to have no response from the respective staff, regardless of circumstances.

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This may have been affected by the logistical restrictions on shipping batteries standalone, which are reportedly close to full resolution.

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The issue here is that the OP only had bot communications for 3 months. That’s a “communication issue” … not a “logistical restrictions issue”.

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It’s both!

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The support team had originally responded on 5 November, and it appears that @physics never saw/received that message. I followed up 26 December, and another team member followed up again today.

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@JCS In case communications are still being lost to the internet bitbuckets, here are the last 2 e-mails:

January 7th from Purism:

I apologize as JC said for the communications issues that prevented us from resolving this issue for you. Could you please let me know how you would like to proceed to correct this?

We will cover inbound shipping for any option, so there is no cost to you.

We could exchange your 3-cell battery for a new 4-cell battery, which will work in your Librem 14 with no fixes needed.
We could ship your Librem 14 in to our facility in Carlsbad, CA, where we would apply the needed fix to your Librem 14 and reactivate your 3-cell battery.
If you'd prefer not to ship in your Librem 14, and you prefer the 3-cell battery, I can provide instructions to apply the needed fix yourself or at a local repair shop. The charging fix requires some small soldering (any repair shop could do this), and reactivating the battery requires a bench supply.

Please let me know how you would like to proceed, and we’ll be happy to resolve this for you.

– Purism Support

And the reply on January 9th from me:

Hello,

Thank you for contacting me. I would prefer to just exchange the 3-cell for a new 4-cell.

Thank you

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