Big Milestone: Repair Portal is live! 🪛

[Meaghan]

Hi @Fairphone_CM thanks!

I think the support ticket has already been registered, but I am linking here @krzysztof-h and his reply just in case

@krzysztof-h

The “Diagnose Issue” website of Fairphone Support told me to try enabling airplane mode. It’s been over 24 hours now with airplane mode and no reboots. However, it does not help that the webpage says “Glad to hear that your problem is solved!”. If I didn’t need network connectivity, I would stick to my old phone. So I will open a support case.

[Fairphone_CM]

Hi @krzysztof-h could you send me your support request number via DM?

[krzysztof-h]

Hi! Thanks, I would, but I don’t see any direct message feature here on forum.fairphone.com .

[yvmuell]

Thats because of your Trust level, I changed that, you should be able to send a DM now.

[Fairphone_CM]

Update on the Self-Repair Portal feedback:

• When direct ticket creation is required (e.g. issue not listed), you can indeed still use this link: https://support.fairphone.com/hc/en-us/requests/new.

• A “my issue is not listed” option is in the making!

• If you are not happy with the repair service at the repair center you can still escalate it to our CS Team.

• Free spare parts for self repair via the Self-Repair Portal are in the planning!

Thanks again for sharing your feedback & apologies that this update took so long! @janweiss @Meaghan @yvmuell

[Niklaus_Ballmer]

Ok why answer of topic? And yes whilst trying the report/troubleshoot page of FP i encountered similar ptoblems with reportingvthe issue.

[Meaghan]

Hello @Niklaus_Ballmer

as I understood you have had some issues with self-repair portal, I have moved your topic here.

Could you please try the portal again (some issues have been improved) and - if that is not working - describe the issue again?

[Meaghan]

@Fairphone_CM

Lotte

I know you mentioned that

@Fairphone_CM

A “my issue is not listed” option is in the making!

but till it’s done, could something be done to stop cases like these?

@Julf

They have now twice just told me to use the web self-diagnosis (that doesn’t have anything about USB) and closed my ticket…

I tried to run a similar USB-not-recognised query via self-repair portal and indeed could not find anything suitable

[Fairphone_CM]

thanks for flagging, Ill forward it to the relevant team!

[Fairphone_CM]

FYI @janweiss @Meaghan @yvmuell the “My issue is not listed” option is now live on the Self-Repair Portal:

Thank you all again for sharing your valuable feedback!

[Meaghan]

Hi Lotte, @Fairphone_CM

Not sure whether to post here or on some support related thread

When submitting the ticket (using the form), one of the links to self-repair portal is not working, can it be reported and fixed? I circled it in green.

[Fairphone_CM]

thanks so much for flagging this @Meaghan , I’ve forwarded it internally!

[Fairphone_CM]

should be fixed now! @Meaghan