Current Support Status

Yes. The most important reason for this is that we started to calculate the first reply time in a new way. Before only the tickets from last week were taken into account, but now all tickets are used for this calculation.
I think this gives a better (but gloomier) idea as there has always been some difference between our first reply time numbers and the feedback I got here on the forum.


I called support yesterday and talked for 11 mins… so that will up the average. :slight_smile:

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Can it be that new messages by the user in tickets marked as “on hold” will not be answered (or only with a very low priority) until the 3rd party stepped in.
I feel like lots of people who write in the forum about issues with support fall into this category.
E.g. they write because they have an issue with the screen, support replies they’ll need a replacement but the screens are out of stock atm. Then if they write support again with an update of their issue they won’t get an answer for as long as displays are out of stock.


New update.

Current # of tickets: 5.275

2.039 new (created last week)
1.492 open (have been looked at, and assigned to a support representative.)
664 pending (waiting for an answer from customer to continue)
1.080 on hold (waiting for an external 3rd party to continue)

Current first reply time for new tickets: less then 232 hours (average over last 7 days)

Ah yeah, and average handle time of phone calls went down to 6:07. So @Friek, you need to try harder if you want to impact our numbers :wink:


Not nice to read, but thank you for the openness and transparency!


4 october 2017
Current # of tickets: 5.250

2.055 new (created last week)
1.424 open (have been looked at, and assigned to a support representative.)
637 pending (waiting for an answer from customer to continue)
1.134 on hold (waiting for an external 3rd party to continue)

Average first reply time for new tickets: 11 days.

On the positive side, we have 3 new customer support team members joining by the end of this month.


11 October 2017

Current # of tickets: 5.213

1.367 new (created last week)

Average first reply time for new tickets: 13 days. (+2)


18 october 2017 update.

Current # of tickets: 5.156

1.124 new (created last week)

Average first reply time for new tickets: 11 days. (-2)


Hi @Douwe,

Can that information be put on the Support page? At least I can’t find it there, but ‘Support’ page would be the one where I would search for such information. At least a prominently displayed link to these forum entries could be placed there?

“But the plans were on display…”
“On display? I eventually had to go down to the cellar to find them.”
“That’s the display department.”
“With a flashlight.”
“Ah, well, the lights had probably gone.”
“So had the stairs.”
“But look, you found the notice, didn’t you?”
“Yes,” said Arthur, “yes I did. It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying ‘Beware of the Leopard.”

(from Hitchhiker’s Guide to the Galaxy :slight_smile:)


Sorry to say we won’t; this is just some informal messaging done by me for you. Often I also don’t do it, but in times of long waiting times, I try to keep people informed. I am not going to ask support to spend time on this as they have enough to do already.

Also, forum stats tell me that 3.9K people have read this thread so far, so you are in a better place then Arthur Dent. And this is no where as severe as the potential destruction of your house to make place for a bypass :wink:

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I forgot my FP2 account password (not the forum’s obviously) and tried to reset it through the usual process (click reset) and an email is supposed to be sent in order to reset the passwd. None received. I tried then to create a new account but my identity is in the database, so that does not work either. I sent an email to the customer support. The reason I want to access my account is to order a slim case, since the original one suddenly got ripped off on the volume area (left). That was surprising and not specially funny, seeing that a case costs 30 €, which I find a lot for such piece of plastic.

Reading all the above, it seems it is going to take for ever. to get an answer (either way, through reset box or support). Yet there is an obvious problem with the website procedure to reset the passwd. So is it all going to be dysfunctional?

If I order a slim case while creating another new account using another email address (I do not have many), will that order by processed and sent quickly or are all Fairphone services in limbo? At the moment, the phone is difficult t use with tape around and volume physical buttons quite difficult to press (the plastic bit sticks out).
Cheers, Bruno

Is it a slim case that is broken?
If it’s a regular one, it’s a warranty case for sure. But even a slim case should not suddenly rip off.
You really should ask for a warranty replacement if you did not drop the phone or the like.

Therefore you should file a support request:
You will get to the “Support request”-form through the trouble shooting for “back cover”.


Hi @Douwe, thanks for the quick reply!

In my little ideal world publishing major current support statistics in a way nobody can miss them might even help to reduce support work. When people see that tickets will take some days to be replied to then some of them may not fire the ‘have you forgotten my ticket’-ticket already on the next day. I am pretty sure the majority of tickets come from people who are not frequent forum readers (btw. those 3.9K are pretty sure visits, not unique people I guess).

Ooops! Support should never underestimate the perceived severity of an issue with their product. People may live in their houses/apartment but they say their smartphone contains their life! :slight_smile:


Doesn’t the automatic reply say that it might take over a week for them to answer? If it doesn’t, that should be added to avoid those messages that @maik mentions.

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Maybe the real reason for not wanting to publish those numbers on the support page is the feeling, that those data are nothing “to brag about”.
Of course I have no expertise in advertising or marketing, but it might be a misjudgement, as frustration - at least for me - would be less, if I would know in advance how long it takes.

That’s a great idea; the given time should be more realistic; i.e. up to two weeks.

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I guess that many existing customers think like this, but the media doesn’t. They would make fun of Fairphone and influence many potential customers and the public in general.


Shall do thanks, and provide a pic too, I thought that the material was poor quality

24 october 2017 update.

Current # of tickets: 5.372

1.209 new (created last week)

Average first reply time for new tickets: 10 days. (-1)


I asked for a new slim case, showing pictures of the broken black case, the request has been granted it seems, but the mail I received says I can follow the process of my request on my client account, but since I cannot connect, it’s a bit kafkaesque
I sent an email to the address that sent the granting, explaining my situation but did not received so far any answer.

The trend is promising! :wink:

Don’t bother about this “follow on your account”.
I never managed to do this and just exchanged messages by mail. Did work fine for me (twice, as my first replacement cover was another regular one, that lasted … well, make a guess :wink: )

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