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> more than questionable business decisions. What are some of those? One thing that comes to mind is coming out with a bunch of other products before backers

• Hackbraten 4y ago
  Fulfillment of Librem 5 orders has notoriously been behind schedule – which is unfortunate, but shit happens. Of course, some customers didn’t want to put up with a years-long delay. So they opted for a refund. At one point, Purism changed their policy. Under the new policy, customers wouldn’t be entitled to a refund until their order is actually ready to ship, even if that happens several years down the road. For example, a customer won’t be able to claim a refund for their 2019 order until e.g. late 2022/early 2023, when their order is ready. The questionable thing is: Purism has retroactively applied that new policy to earlier orders, too. So by Purism’s logic, customers whose order is years late can’t get a refund immediately, even though at the time of the order, the refund policy did grant that right. People are constantly being furious about that, and I wonder whether Purism is doing themselves a favor with this, or if their behavior is even legal.