Customer support is NOT helping out. I’ve issued that I would like to return the screenprotector because it is not working. Is makes the touchescreen either oversensitive or not responsive at all.
Customer support is repeatingly chatting and emailing me that products bought beyond 14 days can not be returned.
It is impossible to get in contact with fairphone. This is ridiculous. Please contact me by phone. Fairphone is harder to contact than government during #toeslagenaffaire.
The Forum is no contact to Fairphone support, you have to discuss this via the official channels further
Thank you Yvmuell, what are the official channels? Because the respons I get via chat, ticket or email is just telling me no. No contact is possible. No customer service is possible. No complaint about the screenprotector ‘not functioning’ is being processed. I just get the door closed in my face “products bought longer than 14 days ago can not be returned”.
Hi, the channels you mentioned are indeed the only official channels available. If you believe your case is not handled correctly, you should escalate the issue to the relevant consumer protection body in your country.
If you live in the EU, this site might be of help: European Consumer Centres Network - ECC Net - European Commission
Have you tried the option under Settings > Display > Touch sensitivity? The option was added after some people reported issues with screen protector usage on the FP6.
Also, which device ate you experiencing the issue on?
Just a thought … if the channels can’t let go of the “return” not being possible because the grace period is over, could you restart the process and not use “return” at all and instead say you want it repaired? While it sounds counterintuitive, it could lead to the desired result in the end.
Hi kwasow, thanks for your input. I will indeed escalate the issue. Thanks for the link to ECC.
I have a FP gen 6 e/os. In my settings >display there is no Touch sensitivity option. But thank you for the tip.
Hi AnotherElk, thanks for your idea. I might try that and ask for a repair in stead of return and refund. After yet another message from customer service:
“Unfortunately, as previously mentioned, we can only refund an order if the request is made within 14 days of receiving the item.”
Allthough I am affraid that they will send it straight back to me with the message that the screenprotector is not broken/damaged or faulty in any way.
I am sorry for your experience, I agree that Customer Service at Faiphone is non existent, they are just pretending to be one… It may not make You feel any better but I cancelled my FP6 order when UPS returned it to sender as decided it had taken too long to clear at t he border in Holland! The Fairphone were not helpful at all. I said give me my money back then. Are you sure you don’t want to wait a couple of days for us to re-send it? I said no, please cancel the order.
They allegedly did, I have an email, dated 16th June. Now 2 weeks later they still have not issued a refund of £540.95 as they have an issue. No explanation what issue. They just sit comfortably on my money and keep promising to sort it out and telling me not to worry or thanking for my patience… But, as in a day or two 15 days is going to elapse from the cancellation date I will be able to ask my bank to step in and start a charge back procedure through VISA which may take a few weeks sometimes but they will eventually get the money back for me and Fairphone will pay charge back fees.
I wonder if they are not waiting until the very last moment before the bank can step in and only then I will get a credit note that money on its way… They are crafty buggers for sure, so it’s possible.
I just decided to buy a different Murena handset to avoid getting stuck with Fairphone Customer Service with 5 years of warranty…
I think AnotherElk is right and the repair option at least will keep them busy… (like they care)
On U.K. trust pilot they have some Diego answering all critique with some lame template almost the same on each review being bad.
I was so disappointed with them as really wanted the FP6 for its reparability but with their approach it is not worth it.
There is no real customer service!
UNfairphone
United Nations? 