First of all I want to say that I appreciate /e/OS very much. To support the cause I also purchased my last two phones from Murena.
Now I need my Teracube fixed and got in touch with the Murena support. Unfortunately I have to say that my experience so far is pretty unsatisfying! I’ve seen other users face a similar situation, so I assume this is a general problem.
Long story short, I have created a support ticket with Murena about 7 weeks ago (#9951202) and have heard back initially, but the feedback stopped afterwards and only resumed after I created a new ticket (#9952557) mentioning this. The activity proceeded to the point where I paid the repair fee and then again feedback just stopped a few weeks ago. I am currently waiting for instructions how and where to send my phone for repairs.
Knowing the project and the community for years now, I do not expect Murena to have the resources to provide a very timely and perfect support service and I am very willing to be patient and compromising. But I am very sorry to say, this is simply not acceptable for a commercial service and does not do the image of Murena any good.
I am writing this for two reasons:
- I obviously would like to have my phone repaired, especially now that I paid for it.
- I hope that the support service can be improved so it does this great project justice.