Well you have a lot of variance in your response time if the numbers here are correct… I am waiting since 1 2/3 month now for a replacement of my broken display (warranty) and i have not a single reply. I even wrote you a poem in the support ticket
I don’t think they need 9 days to change a module (obviously). The processing time does not only depend on when your phone arrives at Fairphone, but how long their internal queue is.
For instance, if they have 100 sent-in devices waiting for inspection and not each devices is as easy to repair as exchanging an obviously damaged (display) module, it might take quite some time until your device is being taken care of, even though it already arrived some days ago.
Current # of open tickets: 5204
Current first reply time for new tickets: 170.13 hours (average over last 7 days)
As part of the team is now working on the newest tickets that come in, the average waiting time goes down. But as new tickets often need one or two more ‘touches’ before they are solved, the number of open tickets did not decline.
Douwe, I think you should consider how to enable people who have sent a request to Fairphone Support and no longer need it to be dealt with to withdraw their ticket. In order to test if that is already possible, I just submitted a token ticket (it states very clearly that it does not require a reply) and saw that there is no such automatic option yet.
So my suggestion would be that you
either technically enable “requesters” to withdraw/deactivate/delete their own ticket by themselves or
draw up and explain a way how requests that no longer require a reply can be closed/deleted by Fairphone Support; perhaps just asking for and collecting such “dead ticket” numbers would already be enough.
I am sure that with the long backlog of tickets you still have, there are probably hundreds of out-of-date ones that even those who sent them don’t need or even don’t want to be dealt with anymore. Enabling them to withdraw their tickets could help reduce the backlog a lot and allow to focus more on those requests which are really pressing.
As soon as such a way was announced, I would be happy to advertise it in our Facebook group.
Okay - after 3 weeks now I think the 293 hours are over, aren’t they? I wrote to the support at the 22nd of September and didn’t receive an answer up to now… It would be nice to use my phone as a “private” phone again (can only use it with the hands-free speakerphone - for everyone to hear, because the intern speaker seems to be broken) and moreover the phone doesn’t charge properly. (Ticket Nr. was #130470)
I just would like to have an update now and then how long I have to find new funny ways to charge my battery and to yell at my callers if I’m on the street when they call me (and I can’t hear them properly because of the broken speaker)…
So, is 2500-3000 tickets kind of the baseline of open tickets at the moment? I mean, it takes at least a couple of days to resolve an issue as you’re waiting for responses back and forth, or even waiting for shipping or word for the repair center. In effect, the number of open tickets at some point will hover around [average number of new tickets per day] * [average number of days it takes to mark a topic as resolved] - is that where you’re at now?
Hey, 48h for a ticket reply? I would be glad if this was true.
I opened a ticket for an order for new back covers that was not fulfilled within the last 4(!) weeks.
My ticket is still “open” after 9 days (216 hours).
At the moment I believe your support response time is not that good.
Any news about this?