Update: Support came through on the 11th hour! I have an RMA and will be sending the device back to them for repair on Monday. Hopefully I’ll have a fully functioning device before Xmas!
Thank you JCS, for your intervention!
Update: Support came through on the 11th hour! I have an RMA and will be sending the device back to them for repair on Monday. Hopefully I’ll have a fully functioning device before Xmas!
Thank you JCS, for your intervention!
@JCS It’s been 3 weeks since I sent this laptop in for warranty repair, and I’ve sent 2 emails to support since then but there’s been no updates at all.
If you cannot repair and return the original device promptly, can you send me a new one with the same specs?
I pinged the repair technicians for comment.
When can I expect to get my laptop back?
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.
Understood, thank you JCS (:
I have been waiting for a week now on an email reply. where can I contact you?
You can use a personal message in this forum or you can tag a person in your post. The former is probably more focused.
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.
Very slow. I sent them at the end of last year, no responses for three of my tickets so far.
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.
This thread has wrong title. Please replace “weeks” with “months”. My latest ticket number is more than 2 months old.
This thread is not your thread.
If there’s anyone having their ticket solved in less than a month, please speak up.
4 days from ticket creation to closure.
Interesting. Then how is it explained that some cases are solved in 4 days and others are pending more than 2 months?
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.
Well that and the simple fact that some problems / requests are difficult to resolve and some problems / requests are easy to resolve.