To follow up on some of the responses received here.
@DeepSea, thanks once again for sharing your concerns and suggestions. We hate it as much as you that we have quality issues with some of our devices, but we are focused on solving these issues. However, we cannot only focus on the latest product on the market. If we aim to make our phones last longer, we can’t drop off the support for the previous products once a new product has been rolled out. In that sense, we really want to change the standards in the electronics industry.
By software longevity, we mean for example doing an Android upgrade without the Qualcomm support, which is a challenging project from an engineering perspective. Nobody is doing that except Fairphone, software longevity has to be achieved across products and was built from Fairphone 2.
That said, having both a fair and a working product is our main priority and we are actively working on finding solutions and improving our processes. As promised, and in line with our value of transparency, we will provide an update on our progress with the software issues some users are experiencing in the coming days.
The current change to the website which saw “Support” being replaced by “Contact” on the main header, was done in order to more clearly direct people to the correct contact person (eg. business, press/events etc.) as these requests were all being received by our Customer Support team.
We know there is room for improvement, which is not only a matter of software development, it indeed impacts the whole company from customer support to communication, etc., but we take our commitment to our customers very seriously and are actively working on these improvements.