Dear Antoine,
What you and Linn are saying is nice in theory for the happy few on the planet that earn minimum wage or more : a small startup company, technically a second generation home-made design, me nitpicking poor David struggling against Goliath, etc. If you take time to get the real facts and read my posts that details my problems and then my dealings with customer service, you will understand that I did what you said:
- at first, I tried not to ask anything to Fairphone not to hinder this wonderful initiative
- most FP2 problems were out of warranty anyway
- I tried to ask customer service to honor the FP3 warranty but they don’t answer my questions or don’t answer at all and even closed my FP3 case without solving it.
Thread which deals with the topic:
When you are like most people on the planet (the word “planet” means that it includes non western countries too and poor people in western countries as well), when you try to make ends meet every day (I don’t mean a fitness subscription, I mean food and rent), you can’t just keep loosing money on two successive defective smartphones that you need to work and to earn a living and for which you had to take a credit that you need to pay back.
If you guys can’t understand the situation of most of us on Earth and have some empathy and stop this collective “Everyone needs to take a hit for the Fairphone Team because their are facing incredible challenges, whatever the individual costs” (this is not a quote of any forum member, this a general mash-up of many answers to dissatisfied customers I have read), I think it is pointless for me to stay on this forum.
You can turn the problem however you want, most of us can’t afford the price of fair products if there are hidden additional costs afterwards and a customer service that doesn’t help even with a product still under warranty.
Linn, I tried to be as careful and polite as possible: I wrote “Even if some parts of your post seem to be slightly off-topic”. If that kind of sentence offends you, I don’t know how you manage to deal with people who disagree with you on a daily basis.
Best regards,
Swiss-fairphone