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Current Support Status

Douwe,

I created a ticket on december 8, Average response time is 16 days, I’m at more than double that time now and absolute no response appart from the automatic reply. Also no answer on a reminder from me.
Why is it taking sooo long?

Erik

16.01.18 update.

Current # of tickets: 5.795

2.615 new (created last week)

Average first reply time for new tickets: 21 days. (+5) :frowning:

4 Likes

23.01.18 update.

Current # of tickets: 5.693

2.712 new (created last week)

Average first reply time for new tickets: 16 days. (-5)

9 Likes

I opened a ticket on x-mas eve; i.e. December 24th.
Color-pixeled display after dropping my phone.
As that was no warranty case anyway, I ordered a new display this year.
Everything fine since then.
Wanted to close my ticket right away, but somehow forgot about it (just posted it here).
Yesterday, February 12th, I received the response; exactly 50 days or a good 7 weeks later.

Everyone not going to pick up the phone for speeding things up, try some meditation and be patient.
If you don’t want to wait that long, check this advice: #contactsupport

Edit/Ps:
Of course I replied immediately to let them know, that the file can be closed.
Received another message today: done! One case less, they have to worry about.
And as I come to think of it, it’s one case, that obviously ups the average response time, although I could and should have canceled it long ago. Sorry about that. :frowning:

4 Likes

It has been a while since I updated this, but here are the numbers from last week.

20.03.18 update.

Current # of tickets: 3.202

494 new (created last week)

Average first reply time for new tickets: 10 days.

10 Likes

And the new numbers of this week are

27.03.18 update.

Current # of tickets: 3.196

733 new (created last week)

Average first reply time for new tickets: 6 days.

The Support team has been working hard to get the waiting time down. You can see here how this affected first reply time in the last weeks:

23 Likes

Hi guys,

Quick update on this week’s lucky numbers:

  • current no. of tickets: 2655
  • 347 new tickets from last week
  • first reply time for new tickets: 4 days

15 Likes

Morning all,

Time for another update on the Customer Support side:

  • current no. of tickets: 2409

  • 155 new tickets from last week

  • first reply time: 3 days :tada:

18 Likes

Do you, by chance, know, how many people work in the support team, compared to earlier? :slight_smile: I’m curious. :slight_smile:

1 Like

Hi Stefan, our ‘in-house’ team has 14 members (3 joined in October). We also collaborate with an external party (Xtrasource) that focuses on the support calls, but I can’t give you the exact number on their side.

9 Likes

Adding a quick comment to thank you for the transparency and graph. Likes are nice, but hopefully a few extra comments are even more likely to encourage future stats like this. Love it!

3 Likes

Hi all, quick update on the Customer Support reply time :slightly_smiling_face:
This is the status for the month of September, as you can see the team has been managing to keep the reply rate around 24h. :raised_hands:
No changes in the team number, if you were wondering. Any questions, please let me know!

13 Likes

Nice to see the chart is now displayed in hours instead of days :wink:

Has the total amount of new/open tickets decreased as well?

3 Likes

Sorry, I forgot to add the chart for the ticket summary.
Here it is:

7 Likes

Just want to say “many thanks” !
I had a problem with my camera and primary microphone:
I contacted the support on Monday and got my new moduls on Thursday.
Today I send the broken moduls back for recycle.
This is fantastic !

5 Likes

This topic was automatically closed 182 days after the last reply. New replies are no longer allowed.

Good morning everyone,

I just wanted to provide a short update on the current support status.

Due to the recent launch of our new Fairphone 3+ and our Android 10 release, we are experiencing a significant increase in the number of support requests. Therefore, if you are experiencing an issue and have sent in a support request, in order to prevent further delay, we would like to ask you not to create multiple requests.

Our support team is doing their best to respond to tickets as soon as possible. To face the current workload more efficiently, we are also in the process of increasing the capacity of our customer support team. Please bear with us while we work on this matter.

Thanks for your understanding and patience.

Rae

8 Likes

@rae

Is there an official list of bugs/issues that are being experienced that are being worked on and could be shared. This may help as it may not be necessary for people to report issues you already are aware of and working on fixes for.

7 Likes

Dear Rae,

How many colleagues does Fairphone currently employ in customer support, how many are planned?

Typical growth pains …

1 Like