I received an email from Purism more than a week ago that they couldn’t auto-renew my Librem subscription. My cc has expired and new details are needed. Trouble is that the system is not recognising my account username or email. So I initially raised a ticket and then sent an email to support@puri.sm.
I have received no response from either and now it looks my account will become dormant. I have read reams of messages here about the lack of response from this mob, but not replying to this has me puzzled.
@JCS has commented several times on the support backlog and that they are working to improve the backlog situation including hiring more support staff.
So yes, others are having similar issues with getting timely responses from support and it has been that way off and on for years.
It has even been brought up that Purism doesn’t update the average response time on its website when these increased wait times happen so no one knows to expect a longer wait time it just baloons without any notice to customers aside from other customer comments on the forums.
@Brad There are known issues with Librem One registrations at the moment and there is staff actively working to fix the issues, so we appreciate your patience as we work out the problems. I apologize that the support department has not been very responsive about Librem One issues. As @OpojOJirYAlG mentioned, we are training up new support staff and trying to alleviate the support ticket backlog; I think it’s fair to say that, since Librem One issues are a bit more tricky to address at the moment, they haven’t been equipped to provide clear, definitive responses, and the time has been spent on other pressing support tickets.
Since you’ve already informed support of this issue and the auto-renew billing difficulty is on our end, rest assured that your services will not be canceled and we’ll address auto-renew payments after the issues are fixed.