I have just tried to report a problem with my Phone.
It is not covered by anything in the self-troubleshooting tool witch is infuriating in itself. And the contact form removes the submit button when there is an error.
Online chat is closed, so how can I repport an error with my phone.?
Hello, could you try reporting it via MyFairphone App?
Probably.
I did manage to submit the form by reloading a couple of times, removing the attached invoice and reattaching it again, and choosing a random reseller, as the one I was using is not on the list and the field is mandatory.
It could be that the app would work better, but the problem is that the contact form is an UX-nightmare, even when it works.
Did you contact the reseller? Normally warranty cases would be handeled by them?
A problem with Fairphones contact form would hardly be something the reseller should handle?
they have legal responsibiltiy to handle the warranty case and are not asked to fix anything at Fairphones end.
That might be correct, but still completely irrelevant to this problem.
No its not irrelevant, because you bought at a reseller and you have to contact your reseller instead of Fairphone.
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Not necessarily, but that is also besides the point.
This post is about the poor state of Fairphones contact form and the lack of proper UI.
If you want to discuss how warranty works for hardware vs the build in software, and whatever national og EEC based regulation there are regarding the resellers/Fairphones obligations before and/or past the 2 vs 5 years. Then I am sure there are better places.
It is absolutely interesting, but still irrelevant regarding the state of Fairphones support and online communication.
Yeah if you want to stick to your frustration and indignation instead of going with the solution for you, have fun.
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Why do you think that anyone wanâts to stick to "frustration and indignation
", that is just condescending.
What you describe as âthe solutionâ doesnât work. I tried that.
The Phone-problems are related to OS/drivers from Fairphone. The reseller have rightfully been relaying to the producer.
My frustration comes mainly from being ghosted by Fairphone.
I have 2 requests that have not been answered for more than two weeks, Live chat only works for automated tasks, and when I am transfered to âlive supportâ there is no answer for hours.
So the problem is regretfully at Fairphones poor support.
The only thing the reseller would be able to do, would be to replace the phone with a new one, creating more waste while not solving anything. I am trying to avoid this by solving the actual problem together with Fairphone. I have been using FP since Version one.
You are just derailing the discussion by insisting on something that would solve nothing and create more Waste.
Please take it somewhere else.
So already you contacted the reseller?
Well thatâs how warranty works with resellers. You need to contact them. They will probably send the phone back to Fairphone for repair but at least you will have a replavement or a refund faster and so wonât need to wait for months for a reply from fairphone.
Yes. I wrote that in the last post.
That is actually what I am trying to avoid by solving a problem that is likely not hardware related.
By sending it back and forth I would not have a phone for weeks. Now, at least, I have a phone that works for most purposes.
New hardware would likely not solve the problem, but create more waste, which is partly what we try to avoid.
But I am glad that you acknowledge the actual problem here.
Fairphones support is very poor, to non-existing, when it comes to anything that can not be solved by a chatbot.
To be fair, this is the first week of a product launch, which can explain some of the delays, but if @Furdiburd is right, that support requests can wait for months, only a minor part.
I started using FP from version 1. And was looking into moving on to new model 6, but regrettably that is not an option as long as the support is completely useless, for anything but trivial problems.
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