Hi everyone,
I’ve had my smartphone for just over a month, and the volume down button has already broken and fallen off. I can’t seem to find a replacement part anywhere online or in stores.
Has anyone else experienced this issue? Do you know where I could get a replacement button, or should I contact the manufacturer directly? Any advice would be greatly appreciated!
Thanks in advance for your help!
Hello,
Get support involved, it’s not normal at all
Ok, thank you 
I also see the casing has a tiny crack on the frame. And guess what, the frame is also not sold… Thank you fairphone for the repairability…
Get support involved, it’s not normal at all
I have the same issue, and I know there at least two posts on reddit with the same issue. There is also a youtuber that commented on the fragile and non-easily repairable nature of these buttons (https://youtu.be/ov752bRItA0?t=539, the 09:00 minute mark).
Since the phone is basically brand new, I wouldn’t be terribly surprised about this getting more common in the future.
I contacted support and sent my phone out for repairs. I hope fairphone finds a good solution.
Thank you rien333 !
I have sent the question to fairphone. The reply is just a joke … I think they didn’t read my message at all… If you have a reply from them keep me informed
Customer Support (Fairphone)
Aug 20, 2025, 17:05 GMT+2
Hello,
This is the Fairphone team. We’re aware that you may have been waiting a while for an answer regarding issues regarding an accessory. We would first like to apologize for the delay and reassure you that we’re making significant changes to improve our service.
As part of making improvements to ensure we can support you better going forward, we have introduced a virtual assistant that can help answer questions about our products. In addition, we are working on improving internal processes and tools to provide faster troubleshooting solutions.
If your question is still pending, you can try it out anytime on our website.
We want to take a moment to apologize for this delay getting back to you, and as a token of this, we’d like to offer you a discount voucher worth €50. This can be used to order a replacement accessory if needed. Please, find the details below:
Amount: £/€50
Code: XXXXXXXXXX
Valid until: 31/12/2027
See our website for how to apply your discount code and the discount code terms and conditions.
Your request will now be solved. Should you still have any urgent unanswered questions after this, you can reply to this email and a follow up request will be created automatically.
While we may not be able to respond immediately to new messages, we’re still here to support you. We truly appreciate your patience and understanding, and hope that you already found or will find your answers on our website soon.
Warm regards,
The Fairphone team
this ticket is about accessory not a broken button? Have you had several tickets open?
My wife unfortunately had the same response to another phone issue, equally not related to anything in FP’s response. They just don’t read the ticket, but send an automated nonsense reply, close the ticket and call it a day.
@anon76468197 is this the improvement you mentioned, just closing tickets not even on topic?
@simoneek that reads a lot like an automated reply. (tbh, companies and everyone else should be getting more honest and upfront about their messages being autogenerated somehow)
What helped me was trying to talk to a real human. Their support page lists that between 10:00-12:00 in the morning, you can live chat with fairphone customer support, which is what I did. Maybe try flagging your issue(s) there?
(do note that they seem pretty busy at moment)
Thanks you for your help, I will try that and keep the community informed
The ticket was about the broken button 
Dont mention you have a ticket number when first talking to the chat bot
I contacted customer support, and I think this will be the last time I buy a Fairphone. The button isn’t repairable by myself, and they refuse to send me the part. Now, I have to send the phone in for repair. This is even worse than Xiaomi, Samsung, and other brands. Fairphone’s entire philosophy is undermined by this experience.
Hi there,
I had a look internally and it seems the ticket was accidentally submitted under Accessories instead of Fairphone 6. This unfortunately meant it landed in the wrong queue, which explains the confusing reply you received.
That said, your case is already being processed correctly on our side, you’re being helped for a repair under warranty. And since the ticket was mis-routed at first, you’ll also be able to keep the voucher that was issued in the meantime.
Have a good day!
Just got my repaired phone back, with new buttons back in place. Here’s to hoping they stay in.
Based on the repair summary and the fact that my IMEI changed, I actually think I was send a completely new phone? Just because two volume buttons fell out and, inevitably, went missing?
Not complaining tbh — one theory I have is that my model just had some manufacturing defect. I hope everything stays in place this time.
Dear Sarah,
Thank you for your reply, it is clearer now Thank you
Unfortunately, the person I spoke to clearly told me that the product wasn’t covered under warranty because I dropped it two weeks before the defect appeared. And I have no evidence to suggest that the product will ultimately be covered under warranty.
Besides, now the fingerprint button no longer works.
Is it possible to know if this problem will be covered by the warranty?
Hi Simon,
Happy to read I could be of help
If you still have questions about this case, I suggest you reach out directly to our support team explaining the situation and your doubt about the warranty. I am not able to escalate cases from the forum and don’t have all the elements as my colleague from support.
Have a nice day,
Sarah
I have had the EXACT same issue. As in, the same volume button (down volume) on the fairphone gen 6. I got my phone Mid July, am now living in a foreign country since early september with a phone that cost me a lot but is breaking down. I really hope fairphone help me with this but Im scared to even ask for a replacement because I have heard that they take months and months to even reply let alone get things sent all over the world. (Currently in Europe)
Hello
I don’t think submitting a ticket would do any harm. You can also check the self-repair portal that was recently launched.
Good luck
