I have a Librem 14v1, order date was in March, didn’t get it until late May (not Purism’s fault, just the joys of working in an Enterprise and the related politics).
On Saturday, my laptop, which spends most of its life on my desk, would not power on. The LEDs all flashed, the battery light flashed red. I tried both of my factory chargers and USB-C with no success. I was rushing out the door and had to grab a spare computer; quickly I sent a message to support.
This morning, I did not have any response from support. The laptop now does nothing. Seeing other forum posts about faulty batteries and EC problems I disconnected the battery, but that did not change anything. Being back at my office I responded to my original email and added the order number and additional detail.
Look, I get that this is a small, niche, company, but this is an easy ticket. Any other company would at least send me a UPS label to ship it back by now, or preferably cross-ship a replacement. I wasn’t even necessarily expecting that, but at least ACKNOWLEDGE your customer who is in a hard down situation.
I burned a lot of political capital with my employer to score this thing, and now I have to go with my tail between my legs and explain that not only did my special snowflake laptop fail, but I can’t even get support on it.
Is my expectation of support (at least acknowledge the customer and indicate next steps) out of line? It’s not like this is a throwaway Chromebook.