I opened a support ticket #12123 on 11th October to enquire about obtaining spare parts and got only the initial auto-reply. I chased up by email to the reply-to address on 16th November after I got no response and I am currently still waiting for a response.
I left it a while as the original auto-reply told me there was an email backlog, so I didn’t want to make that worse by sending a lot of follow-up emails.
I’m wondering whether my ticket, or a response to it, has somehow got “lost” in the system. I know there have been some issues with support ticket email delivery, for example.
I should acknowledge that I received a response the day after I made this post, acknowledging my enquiry, apologising for the delay, attributing it to (and I paraphrase) operational changes that have occurred, and letting me know they would check stock and create a quote for the parts I requested. I’ve had another reply today confirming stock availability and requesting information from me about my device to determine which version I need of one of the parts.
I’m happy to hear your issue was addressed! Although Purism doesn’t provide official support on these forums for several reasons, I do ask the support technicians to at least monitor them, so I am not the only person to credit for issue escalation.
At least Purism does have humans handling things in customer support plus @JCS and others. The alternative is something like this: lose all your work and personal life and info and get no help at all (btw. Purism should offer this guy a phone - I think he may be looking for something to do…)
Probably should ask here too instead of creating a new thread - I also got no response for ticket #12472. It is just a request for the download link of BM818 firmware.
Have you checked your spam folder? Purism has said that sometimes their emails aren’t delivered to the inbox. Email deliverability is tricky and if the recipient’s provider has blocked emails from a domain, it can be near impossible to fix that.
It’s slightly worse than that because sometimes their emails are tossed by the receiving mail server itself and your spam folder never even sees the email.
This x 10. The receiving mail server may take exception with the source IP address, the source domain, some combination thereof, some other properties of the email, …
My suggestion is: don’t use any of the big email providers and definitely don’t use any of the free email providers.
That way when something goes wrong you have more chance of getting the provider’s attention to investigate the problem and potentially to whitelist or otherwise ensure that email is actually delivered.
But then Purism really needs to put in place a web-based ticket system i.e. so that communication with Support is not dependent on email at all, and for many other benefits.
Just an update on the matter. Support resent the email response to me shortly after my post.
It was as irvinewade said - Looks like the first email reply from support, sent on the same day the ticket was submitted, was filtered by Outlook so completely no trace of it. Also agree on the point that it will be easier for us to check ticket status by ourselves and reduce unnecessary email enquiries if there is a web-based ticket system.
