Communicating with the users

Hey KurtF and community :sunny:!

Sorry that you feel this way. This forum is mostly self-run because we are lucky to have such an amazing community. My role here is to be the face of Fairphone for big topics, to help Angels with their requests and whatnot. I do read the forum quite often, and so do other members of the company to make sure we are all aware of what’s going on here, even if we don’t talk too often.

I’m also the Social Media Manager, meaning that I can not dedicate hours to this forum because I also have other tasks. This has been the same for previous Community Managers - some were able to be more active, some others weren’t - but that doesn’t mean we don’t care about this forum and the community here. We are also aware of all the issues going on with Fairphone 3 and 4, that’s why we are working on updating the bugs tracking list after listening to you all. And we also have an amazing Customer Support team to whom people can reach with their issues (and they process and answer all tickets the same way, whether the request is polite, aggressive, neutral, or whatsoever) :sparkles:

Hope this clarifies a little the role of the Community Manager here. Again, I want to highlight that we do read you and hear you and care about the forum, even if my (or our) presence here is only for the big topics.

Wishing everyone an amazing Friday and weekend :blue_heart:

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Thanks for dropping in. :grinning:

I can only speak for myself of course, but as somebody who has bought a FP4 and has been experiencing rather annoying issues for many months, what I would like is more frequent updates on potential fixes. Even updates like “sorry, still haven’t found why it does that” are fine with me. That is what would show Fairphone is caring about their customers: Keeping them informed.
(IMHO, YMMV, etc.)

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And how often do you want to be told they don’t have a fix, and what on every query and issue that has been voiced on the forum.

Who and how would the issues be prioritised to say, sorry we don’t have a fix.

EDIT: Sentence removed. See below

I hope those that are here can understand Fairphone almost certainly are doing what they can and asking for more attention just adds another job.

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Just read other release notes there ist quite often a list with:

  • Added functions
  • Fixed bugs
  • Known problems

So you know what is addressed, what isn’t but the manufacturer is aware of. That would help a lot of people affected by the bugs.

This is absolutely inappropriate.

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Sorry, but this comment is absolutely unneccessary.

As suggested, a public bug tracker similar to the one which existed for the FP 2 would be nice, so one can always check there before submitting an issue. This would also make the process more transparent. One coould see what is already being worked on or what may take more time or even what will be treated as “won’t fix” including an explanation why certain things have to be as they are (for example why the supplied camera app of Fairphone 4 is hardcoded to use Google Photos and won’t work with any other gallery app - maybe this is a requirement by Google if the camera is based on code provided by Google, but I don’t know and the support can’t tell me either).

Yes, I am aware that maintaining such a thing needs time - but just using a public repository on Gitlab or Github to collect user reports about bugs and feature requests would change a lot.

And yes, I am also aware that this topic was already discussued many times. But telling people they are “spoilt children” because they like to know what is going on, does not really help either.

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@Incanus

I was going to edit after your critique but wanted to understand better before I do.

Is it

a) I should not criticise the frequent and general demand that users want Fairphone to communicate more
b) That I shouldn’t emphasise it by comparing to ‘children’ or
c) You think that is an unfair observation of children

@askaaron

I understand how you can see it is not helpful but this is a topic about communicating with users, not a [Help] topic. Also this topic is not not directed to Fairphone but but a peer to peer opinion.

I’m sure also that I fall into that category of people that expect a lot of or to some, too much attention, so I speak for and about myself too.

and the referred to comment I made in that topic

This forum deals mostly with functions of the Fairphone, but a lot is just complaining about Fairphone and some is for for emotional support to users. The later is difficult to judge as to whether indulge or cut off.

Either way I’m happy to cut out. I’ll wait to see if there’s a response that seems to warrant a reply and then I’ll mute this topic.

:wheel_of_dharma:

It is, that you are insulting people by calling them ‘spoiled children’.
For a native english speaker it might possibly sound different, but for me, that is nasty. It implies, that the request for a more explicit communication about bugs that are addressed or not addressed is an inappropriate wish.

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OK have removed it completely

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Regularly :slight_smile:

When I ran a support team, we supported big customers with different support level contracts. Some had premium contracts that required us to respond within 1 hour and come up with a fix in 6 hours. We literally updated them every 30 minutes, even just to say “we’re on it”.

The lowest level contract required a reply within 3 hours and a fix within 3 days. We updated them every day.

It’s human psychology: people like to know their stuff is being worked on. It’s supremely important for customer satisfaction. The one thing that’s guaranteed to hurt customer satisfaction is lack of communication: people hate companies that don’t talk to them, or talk to them only when asked. Even if the talking is done by a cron job sending an automated email at a fixed time, that’s enough for people to think “Nice! These guys aren’t forgetting me,”

In this case, Fairphone is dealing with issues that affect everybody (bugs) not individual cases. What I would do is simply maintain a list of open bugs and have someone update the status every week. You know, a simple text file with entries like “This-or-that bug: under investigation, likely cause Acme driver - Jul 10, 2023”.

Every week, I’d go around in the Monday meeting and update the text file (with an actual update, not just changing the dates, else people will notice and get mad :slight_smile:). It really shouldn’t take more than a minute per line, and probably less than that.

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Until they find the solution

You clearly haven’t read much, they know it’s a heat sensor that is initiating the screen shut down.

What they should or should not do is no ones else’s domain

Yeap there’s no doubt a few customers who feel the same.

Lol why are you constantly defending their inability?
It’s really a shame how Fairphone treats their customers, but there are still people who defend them for whatever reason.

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I’m willing to cut a lot of slack to any company, all too rare these days, that goes against the anti-right-to-repair tidalwave and the fascist Google surveillance society. I personally believe both fights have long been lost already, but the few who still resist get a free pass from me.

Maybe I’m too nice…

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And this specific topic is about “Communicating with the users”. If you don’t want to discuss this, then just ignore this topic. And yes, one can also discuss how Fairphone may improve communication with their customers. If you believe it makes no sense to discuss that here because Fairphone will not have a look into discussion here anway than all discussions here are completeley useless since users will not build new devices and mobile device manufacturers will likely never read the discussions here anyway.

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Where was this documented? I only found speculations in the forum that overheating may be a reason for the screen getting dimmed to cool down the device - but no definitive statetment by Fairphone. Or did I miss anything?

Again a good reason to have a kind of public bugtracker where this could be found easily and not by searching the whole user forum.

Thanks, you’re so right!

just a bit unrealistic if not in business-business context. There is always a big difference in support to normal privat 1 man customer compared to business customer. Not saying this is how I would whish it to be, still its how it is.

hidden as the solution tag was removed/not wanted by OP, as it is not real solution, however so no-one will find joining the party late

Well - this would be perfect example for a bugtracker to let people know that Fairphone is aware of this issue and what possible solutions may be implemented in the future.

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in a nutshell

What ever they come up with, its never enough, there is always “yes, but I want…”

Be it an explanation of the job description of the community moderator or a way to try to be more transparent (and yes there I also put some critics) or whatever. so somehow a game you can never win.

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dont worry, most people only want a smartphone which is working without serious flaws. and this is all I have ever asked for here.

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