On March 23 I reported a problem with my Librem 5 Liberty cellphone. I
received an automated response the next day (#8100). I’ve heard nothing since.
This is a $2000 product that is under warranty. The problem still
persists.
Why has there been no action on this matter?
Oh, there are already several threads that delve into this - here are some of them (there are many more if you do the search):
And a more official note from a while back:
A month has passed? I hate to say it but that’s nothing…
[I also wonder how that onboarding is going… or did they already escape 
]
Some people have had success in getting the support request escalated by tagging @JCS in this forum (which I am doing for you in this post).
Sometimes the problem is anti-spam i.e. Purism Support did respond to you but you didn’t receive their response.
I’ve been informed that support staff is researching a potential path to resolution for your issue. I have left an internal comment asking for a support technician to respond with a status so that you are not left in the dark.
Rest assured, Purism respects the date of notice of any customer warranty claims. Despite having a support ticket backlog, they are honoring valid in-warranty claims even if the date of repair is out-of-warranty. I’ll make a note for Purism to amend their published warranty policy to account for edge cases like these.
Yesterday I received a response from Purism. They provided an RMA number and a shipping label so that I could send the phone to them for repair. I shipped it today.