I pinged the repair technicians for comment.
2 Likes
When can I expect to get my laptop back?
1 Like
These forums are not intended for official support feedback, so the support team will continue to manage your case via the ticketing system. Feel free to ping me, however, if communication stalls out for an extended amount of time, and I will escalate.
4 Likes
Understood, thank you JCS (:
1 Like
I have been waiting for a week now on an email reply. where can I contact you?
1 Like
You can use a personal message in this forum or you can tag a person in your post. The former is probably more focused.
1 Like
It appears that a support technician responded to you yesterday. Please let me know if you did not receive the email, and include your ticket number to ensure that we’re referencing the same ticket.
1 Like
Very slow. I sent them at the end of last year, no responses for three of my tickets so far.
1 Like
It is three new tickets from different topics. Thanks should have replied the first one. They did pretty fast early last year. That was I why I bought a second one.
still no update as of today Feb 12, 2025 for my questions the liberty phone. The slow response only makes me feel not safe to buy the 2k+ phone from their site, once the order is placed, no contacts. two of my L5 were from ebay sellers, not sure how fast they got theirs.
1 Like
This thread has wrong title. Please replace “weeks” with “months”. My latest ticket number is more than 2 months old.
1 Like
This thread is not your thread.
If there’s anyone having their ticket solved in less than a month, please speak up.
1 Like
4 days from ticket creation to closure.
1 Like
Interesting. Then how is it explained that some cases are solved in 4 days and others are pending more than 2 months?
2 Likes
Good question.
Purism support staff is incredibly busy as they work to reduce the support queue. Purism is actively hiring and training new support staff to assist with the growth.
Some staff is able to jump in and assist the support team on occasion, and different team members may browse tickets from the new side of the queue.
1 Like
Well that and the simple fact that some problems / requests are difficult to resolve and some problems / requests are easy to resolve.
2 Likes
That seems like a flawed approach to ticket management.
2 Likes
Hello @JCS , I posted a support request a little over a month ago, and I’m wondering if I’m going to receive a response.
I regularly see people messaging you to complain about long response times, and sometimes you reply that you mentioned their ticket in staff meetings or bumped their tickets back to the front of the queue (contradicting that rule number 4 quoted by @FranklyFlawless above).
I don’t mind waiting in the queue until my turn comes, even if that takes several months, basically it’s only fair that people who asked for support before me get served before me.
However my concern is that some people complain loudly and get to jump to the front of the queue, and I wonder if it gets to the point that older tickets (from people like me who are usually quiet) just get so far deep in the back of the queue that they never get attended.
I am intentionally not quoting my ticket number here or in a private message because I don’t want to make the problem worse by being sent to the front of the queue, further delaying people who have waited even longer than me. I’m asking for confirmation that the support queue is indeed mostly a FIFO queue, and after a finite time, my ticket is indeed going to be attended to.
Thank you for your time 
4 Likes