This is an honest message from a customer very frustrated with his product and customer service experiences. If having a reliable and properly working phone, and a customer service that helps you when you need them, then you definitely should NEVER BUY a Fairphone.
To understand my reasons, please read the (on-going) story below.
On 14th of August I bought my Fairphone 3, a Protective Case and a Screen Protector (order # FP200158071) for a total of 501.45 euros. A high investment that I took amazed by the possibility of reducing my footprint in the world. Enthusiastic with the phone, I also invested in the new cameras to upgrade it on a purchase realized on the 8th of September (order #FP200159040) for 81.90 euros. In sum, I spent 583.35 euros on a phone that was definitely not worth it.
Soon after I picked up the phone, I started experiencing a recurrent issue: my phone would suddenly reboot. At first, I thought it was just some minor issue, but then the frequency of the reboots kept rising to a point that every 15 minutes or so it would reboot. Despite me using it or not.
Very upset about the poor experience I had, on the 23rd of September, I emailed the customer experience canceling the order of my new cameras (it does not make sense to upgrade a camera for a phone that doesn’t work properly) and asking for support (ticket 387129 and 387130).
Until now I have not received my money back. Yes. Believe it or not, it has been almost two months waiting for it. When I inquire the customer service about why haven’t I received my refund yet, all they say (it is really a copied and pasted message every single time) is that I should contact my bank. After replying to the customer service that my bank is uninformed about any “pending” transactions suggesting that Fairphone has never refunded me, their customer service simply stopped replying me. If I don’t receive my money back within a week, my next step will be to find a lawyer and sue them for denying my customer rights and not giving me my money back.
Regarding my poorly working phone, the support I received from the customer services hasn’t been any greater. All their copied and pasted messages are about deleting applications, erasing all data on my phone, and blames on my service operator and SIM card. All these steps were taken and my phone still doesn’t work completely fine, despite being three months old. It has been two months of explaining my issues to the customer services who were dedicated to saying that the problem was everything but the phone itself (my apps, my data, my service operator, my SIM card). How frustrating is that?! I thought I was buying a dream phone, but instead, I bought a nightmare one.
The company motto is “the change is in your hands” but their customer service has never done anything to make my experiences better, although the change really was in their hands as I was asking for help and support the entire time.
I deeply regret buying the Fairphone due to all disappointments I have had and I hope no one commits the same mistake I did: trusting this company.
YOU SHOULD NEVER BUY A FAIRPHONE.