Address for return

Hi @anon48893843

I have written two emails to your support team about my phone that arrived broken. After a lot of consideration I would like to return it and get a refund. Can I please get an e-mail on how to return it. I am travelling on friday so Will need to return the phone this week.

Kind regards
Bonnie

@Banyaroat_Ou

I have the same problem and received a reply to my ticket after a bit more than a week. They told me to file for a return under https://fairphoneco.12return.com/ and theyā€™ll get back to me within 48 hours. Thatā€™s now more than 48 hours ago, but I guess they are still low on staff. I guess Iā€™ll wait another day and then try to call them. Iā€™m trying to avoid the call since this always interrupts someones workflow and wonā€™t help making support faster.

Thank you @navigium :blush:

I have just sent you the instructions via email! Thanks for your patience.

Hey, Iā€™ve asked a colleague to authorise your request today. Thanks for understanding!

Sorry, I need your help or your publicityā€¦ I ordered and payed my FP2 in July 15. I got it on Friday 15th Jan. I sent the first mail to the support on Jan 17th.
My FP2 doesnt work. You cant charge it and you cant switch it on. This is the result of several tests by electronic service specialists in a small service shop. (sorry for my English) I also tested it with different cables and chargersā€¦
I described this a couple of times to the Support. No reaction.
I got an email by Michiel (thank you) with a promise to get help within the same day.
Five days later I got an email from Sebastian in German to tell the problem of my FP2.
I answered and told about the tests and about the dead FP2.
Now itĀ“s again 5 days later without any reaction.
Now its 33 days of a delivered FP2 that doesnt work at all!!!
Please take care of my ticket request #81722.
IĀ“m really wondering, whatĀ“s your opinion of a contract for purchase and of service. Please replace the defective FP2!!!

That`s me once more:-)
Thank you to @navigium. I noticed your experience with the return portal. I just tried it now.
I hope it will come to a good end.

@anon48893843 Thank you. But your colleague still didnā€™t do it. Could you please ask him again. I added the return request to my support ticket, just in case he has trouble to find it.

Hey,

I sent my Fairphone at the 12. February back as you booked for me in the forum.
The shipment has the trackingnumber JJD014600002849835200

As you can see in the routing there seems to be an issue in Euttingen.
I already created an international research order, yesterday. But I havenĀ“t
reseved any answer yet.

Please help. I am stressed and afraid of having nothing. I am a student and I need a phone, I like this project but the service is unproffesional!

Greetings Johanna

Hey Johanna,

We will come with a solution today. Our apologies for not getting back to you earlier!

@anon48893843 Hi ! I just got my FP2 which doesā€™nt want to start. I posted a request (#90698d) but Iā€™m not sure if I should fill a form about sending the phone back.
Can you help me on that matter ?
Thanks, Kilian

If you want to repair your phone, you donā€™t need to fill the form. This is only if you want to send your phone back and get a refund.

Hey - I got problems with my fairphone after using it for a while ā€¦ two weeks ago I sent a request for returning the phone and getting another one instead, but I didnā€™t get an answer until now. For the moment I am using my old phone and the Fairphone is just lying aroundā€¦

Hi!
After recieving a pretty unstable FP2, and requesting advice for two weeks, I returned my FP2 now more than two weeks ago.
At the returns center the status says now itā€™s ā€œprocessedā€.
I didnā€™t recieve any money or even a reply, that you recieved the phone.
My dialogue on facebook with Phillippe has been edited.
I could not log into this forum with my usual password. Now Iā€™m logged in through google+.
Please let me know, whatā€™s going on???
RMAref: 101220906623

Dear @anon48893843 could you please look into my Ticket 92377
I received answers on another ticket but my repair request seems to be ignored for more than one month now.
My fairphone turned completely unusable because of the touchscreen issues.

Our apologies for the late reply. We will answer today to make sure you have a properly working FP2 as soon as possible!

@anon48893843
Ticket - No .:
support+id97241@fairphone.zendesk.com
This is a follow-up to your previous request # 87595 "Return of Fairphone 2 "

what kind of a terrible support ā€¦

on 02/15/2016 I have initiated the return of my Fairphone

on 27/02/2016 I handed it DHL

on 16/03/2016 I received the message that it has been received and the purchase amount will be refunded within 5 working days ( PayPal )

on 04/06/2016 and 12/04/2016 I inquired via email , to date I have received no response and no money .

What can or should I do about that?

Hey, we are sorry for the inconvenience, something must have gone wrong (obviously). I will make sure you will receive a solution from us today! Thanks for your patience. Michiel

1 Like

@anon48893843
OK, Thank you, Money is back now!

Hi @anon48893843
I just sent a return request for my FP2 today (#102126) and the 14-day period will be expired next days. As response time seems to be very long, could you give me asap instructions (delivery adress, process stepsā€¦) for the return ?

Thx in advance.