We’re happy to announce the launch of our Repair Request Portal on the Fairphone website, a big milestone in improving how we support our customers, especially given the current backlog.
The Repair Request Portal is designed to give you direct control over your product replacement process. With it, you can:
Troubleshoot interactively: Walk through guided steps to help diagnose product issues. Get clear repair paths: Instantly see next steps, whether it’s creating a repair order or contacting support for more complex cases. Create returns instantly: Eligible customers can submit a return request themselves and get a confirmation number right away. Simplify shipping: Access all necessary shipping instructions, plus a printable label to send in your device. Stay informed automatically: Receive email updates at every step of the process.
This means a faster, more transparent, and seamless support experience, available anytime, anywhere.
We also want to take a moment to thank our forum moderators and Angels, who have been helping so many of you during this backlog. Their support and dedication have been invaluable, and tools like this portal are part of our effort to make their work (and your experience) smoother going forward.
And this is just the start: this tool will continue to be improved and expanded in the future.
I reported that to live chat yesterday already, seems like they either did not manage to change it yet or don’t intend to. This way (very prominently linking to it, also in live chat) they certainly get less support requests for issues that don’t have an already predefined solution.
For all the others facing one of the listed issues it certainly is an improvement if the goal is to send the phone in for repair! I tried to contact concerning a non-listed issue and in the end selected a random issue, after two or three clicks and steps I could have created a send-in ticket or create a support ticket (that then needs the few months again). Looked good, and a great improvement to the months of waiting time for support currently.
Thanks for your feedback, I have forwarded it to the relevant team and asked if this option could be implemented in the future. I will let you know once I hear something back
We do the regular warranty check for the product. If the product is still under warranty, it will be indicated on the portal. You can also find more information about warranty on our dedicated support page here.
If the diagnosis via the portal leads to the decision of self-repair, are the spare parts offered for free?
Can I repair my device at home?
Absolutely! We encourage you to repair your Fairphone yourself. To ensure you get the correct solution, we strongly recommend first diagnosing the issue. This will help determine if the repair is covered by your warranty and/or if it’s something you can easily fix at home.
Once you’ve diagnosed the problem, you can explore our detailed guides (above) and find spare parts readily available on our website. If you’re still unsure which part to order or how to proceed, our customer support team is always ready to assist you.
Edited to say I just tested a portal for a relatively common issue - problems with charging. I did not get an option to receive a spare USB port nor it was suggested.
Although that wasnt what I meant my question wasnt answered either, because when I can send it in for repait without support, Cordon is the first instance to check and given the past (Despite Suppport involved Cordon e.g. wanted to repplace the core module instead of flashing the system new), thats something I would consider difficiult…
Not really so far CS decided about what is being sent to Cordon, now user do it directly which might give more “power” to Cordon, who did strange things in the past.
Our team is considering a “my problem is not listed” option. However, I can’t share a date of when this would be implemented but know that it is being discussed.
As far as I understood, in the past, it was possible for the customer to choose whether they want to send the phone for repair or do it themselves using the spare parts.
Both tracks were provided for free within the warranty. The customer could obtain a return label and the phone was sent to Cordon or the spare parts were sent for free.
This is what I understood.
There were also some cases reported on the forum where the customer - after they had reported the issue - purchased a relevant part themselves and got reimbursed but it is not the solid solution in my opinion.
My question was about the possibility to get a spare part for free using the self-repair portal.
I understand it’s more complicated and there’s need to limit its usage (now it seems you can obtain a return label at least in some cases with a few clicks). But it would be nice to provide users with a better choice than wait weeks for CS to respond or send a phone for repair (or purchase a part themselves).
But for now you prefer to leave customers with a different issue then the ones listed alone, without any indication what they should do and how they could contact support, because you really need to get lower on tickets?
That’s at least how I read it. Because no matter where you go for support, you will always end up at that repair portal again, with no option to report.
The repair portal aims I assume to limit tickets by providing automatic solutions (at the moment limited it seems to requesting return labels) at least for some well known easily diagnosable issues.
So it’s a huge step forward for some cases.
Unfortunately we still need to see some real improvement in proper customer support.
Most certainly it is a great step forward, for all the people that have one of the indicated issues (and I believe that will be most people)! I already expressed that earlier in this chat here, and I still think so.
I know there’s the general option to create a ticket. But all links for support, and also the AI chat bot refer to this repair portal.
And I just checked the portal again, and I do not see a button to create a generic support ticket anywhere there. I’m always asked to diagnose the issue, therefore get to FAIRPHONE - ONE CONNECT, and when I select my Fairphone 5, I cannot find an issue that’s addresses “background apps frequently killed”, and also no indication on how to create a support ticket.
I think it is a great way to reduce support tickets: Everyone who has one of the listed issues does not need customer support, they solve it directly there. And anyone who does need CS, won’t get it through the portal, because there is no way to it. So lots of time to solve old issues. Just not a fair way.
Troubleshoot interactively: Walk through guided steps to help diagnose product issues.
Get clear repair paths: Instantly see next steps, whether it’s creating a repair order or contacting support for more complex cases.
Create returns instantly: Eligible customers can submit a return request themselves and get a confirmation number right away.
Simplify shipping: Access all necessary shipping instructions, plus a printable label to send in your device.
Stay informed automatically: Receive email updates at every step of the process.
so far CS decided about what is being sent to Cordon, now user do it directly which might give more “power” to Cordon, who did strange things in the past.