Over the past few months, we’ve fallen short in communicating with you about certain issues that you have been flagging on the forum, such as the long wait times for customer support and the long overdue Android 14 update for the Fairphone 4. We’re truly sorry about that. It was never our intention to leave you in the dark, but rather, to wait till we had something solid to share. However, saying nothing is not the way to go. We want to make this right. So we’re sharing this update to explain where things stand on these particular topics.
“Why is customer support taking so long?”
We know this one has been especially frustrating, and we’re sorry for the long wait times many of you have faced. The truth is, we have been dealing with very limited capacity, which had slowed our response times. We’re not okay with that, and we’re working hard to turn it around. That includes expanding the support team asap, bringing in outside help to speed things up, and improving our internal processes to help respond faster in the long run. Work is on to build a more stable support system even as we speak, and we’re confident that you’ll start seeing real improvements very soon. In the meantime, if you are looking for immediate help with your product, we urge you to check out our troubleshooting tool and going through our in-depth support articles on phones, audio products and accessories if you haven’t already. Reaching out on to fellow Fairphoners on this forum with your particular problem might also be helpful, with lots of solutions and workarounds regularly posted by our amazing community here. Again, thank you for bearing with us while we work through this.
“What’s happening with the Android 14 update for Fairphone 4 users?”
We had hoped to deliver Android 14 for Fairphone 4 users by the start of 2025, and we know how disappointing it is that we haven’t made that happen yet. That said, we haven’t dropped support for the Fairphone 4. After thoroughly evaluating what it would take to deliver a stable Android 14 update, we’ve made the difficult decision to shift our focus directly to Android 15. This wasn’t a decision we took lightly, but we believe it’s the best way to deliver a longer-lasting and more future-proof experience for Fairphone 4 users. We’re now actively working on bringing Android 15 to the Fairphone 4 and will keep you updated as we make progress.
We can’t commit to a timeline just yet—it’s still a complicated process with multiple partners involved. We don’t want to make promises that depend on things outside our control. What we can promise is that our team is fully focused on this, and as soon as we have something more concrete to share, this forum will be the first place we post it.
Looking ahead
From here on out, we’ll be more present on the forum—not just on these two issues, but on anything else that’s top of mind for the community. Even if it’s just a small check-in or an update that says “still working on it,” we’ll share it. We get it now: silence doesn’t help. We can do better. So that’s what we’re committing to.
Fairphone wouldn’t exist without this community. That’s something we remind ourselves of often, and we’ll keep doing everything we can to live up to your support and your trust.
Thanks for sticking with us,
The Fairphone Team
