No Order Number = Nothing From Support?

[FranklyFlawless]

@CrimsonCube

if I could use protonmail’s password-encrypted email feature

No, because that requires an out-of-band secure communication method for bootstrapping the secret, in which case you may as well use that for your entire support ticket instead.

They can only access the message using a password you have both previously agreed on (for example, in person or using a secure messaging app).

@CrimsonCube

a pgp key to encrypt my order number (instead of putting it in the subject).

No, the order number is required in the email subject for technical support, but PGP encryption is optional.

@CrimsonCube

So wanted to ask, will purism support literally just not even reply to a tech support request unless the order number is in the email subject?

Probably not, considering the amount of emails they get:

@mladen

The team receives multiple thousands of emails per month on average and we do our best to reply in a timely manner.

@CrimsonCube

Is there some sort of automation system that I might be getting filtered out by?

Possibly:

Support team non-responsive

I think Purism recognises that using email for support is troublesome. There certainly have been cases where email responses are sent by Purism but blocked as spam by the recipient. In terms of logistics (delivery and tracking), it obviously matters what country you are located in. Anyway @JCS can investigate on your behalf. Many of us can tell you that it’s not a scam. I have a Librem 5, for example. However patience will be a virtue.

@CrimsonCube

Or is it usually just this slow?

No, the Purism support team has reduced capacity at the moment:

Support staff vacancy

See: Support staff – Purism and: Purism: "Join our team! We're on the lookout for a tech-sa…" - Librem Social