Hi,
I’ve had problems with my Fairphone for several months - starting when it was only a few months old. I’ve tried contacting support about it, gone through all the steps recommended including sending it away to their diagnostic centre, but even then it came back with the same problem. I have made them aware and they have suggested a replacement device, but this was a month ago and they haven’t replied to emails since to move anything forward. My fairphone now hasn’t worked properly for months and I’ve had to buy a cheap device to rely on in the meantime. I feel I can’t give up and buy a different (decent) device until this has resolved. I’ve submitted a complaint via their support page some weeks ago but that hasn’t had any response at all.
I’m considering going through an ombudsman to try and resolve the matter since the phone is still in warranty and it seems nothing is being done by Fairphone despite me following all their steps and chasing it. However I’d like to submit a formal complaint before then to get a final response before escalating in this way.
Is anyone aware of the official Fairphone complaints procedure? I can’t find this anywhere. I can only ask their chatbot, who tells me to go through the support request which thus far ha yielded no reply. Would be grateful if anyone has an apporpriate email/address I can send a formal complaint through to.
Thanks.