Thanks for this reply 2disbetter. I totally sympathize with being overwhelmed or short-staffed with many orders. They told me as much when I first wrote to their inbox. I have no doubt there are some great people over there answering the emails.
I did need this computer in the 5-10 day shipping window they have on their site. I don’t have multiple laptops. If I had known that they are liable to go over their SLA by a week or more, I would have seriously reconsidered. There are some other options that are cheaper and fulfill my needs without taking this much time.
The issue I have is with meeting timelines and acknowledging the quality of customer support. It sounds like you got a response where some others did not. I know that when they made an error in processing my BTC payment they didn’t even acknowledge they’d done it and that it could have affected my computer’s shipping timeline. All the info I got came from Globee, their BTC payments processor, who couldn’t get through to them.
A realistic, concrete timeline would have been enough for me: resources like an updated timeline for shipping, how to cancel the order, maybe offer free shipping if they wanted to take it to the next level. These are what separate great customer support from “You’re a customer…what did you expect?”
What I got 11 days ago was:
“We’ll ship you your order probably at the beginning of the next week.
We’ll send you a confirmation email with a tracking number once we ship it.”
And then 4 days ago:
“it should be shipped soon. I can see that a serial number has been assigned to your laptop, which means it’s almost prepared.”
Full disclosure, I asked for refund on my computer. It would have been wonderful to grab a Librem, but I have another friend who had a nightmare experience with customer support during the shipping process and seeing others not getting much attention since August 17th is truly troublesome. If the true, public time to ship the computer is 17-20 days and the true time to get the computer is close to 3 weeks then this wouldn’t be an issue because I would not have bought.