So on Nov 18, couple of days ago I wrote the Support, because my backcover and my bottom module were broken (for the 3rd time). Here is my E-Mail:
Dear FP Support team!
I need a new bottom module for my FP2, since my USB port doesn’t work
anymore (I tried it with 5 cables and 3 power plugs). I already sent a
support request, but I didn’t get a confirmation email.
Here are some numbers you’ll probably need:
Order Nr.: *********
Although I am also FP Angel (
@Stanzi in the Forum) and really believe in
Fairphones goal, I have to admit that for normal customers without the
amount of patience I have, 3 broken modules AND a broken back cover are
too annoying. I know, it’s not your fault, but PLEASE let tech people
redesign the bottom module, there are dozens of people on the Forum who
experience the same problems as I do.
So, to summarise, I need:
X a white back cover (I can’t send a picture of my broken one since my phone is empty)
X a bottom module
#This is what I got as a reply:
We are sorry to hear you experience problems with your Fairphone 2 and charging it.
This can have a few different causes and to find the exact cause I would like to ask you to test a few different things (even when you might have tried already).
First I would like to ask you to test a different charger and USB cable. We have noticed that very often charging problems come from a defective cable or defective charger, or chargers that are not strong enough.
If the charging doesn’t work with a different charger and USB cable please try to connect your phone with a USB cable to the computer. When it is set to charging it should automatically start to charge. If this is the case the chargers and/or cables you tested are not good and need to be replaced.
You do not have to reply to this mail and go any further with other steps. You can get a charger at a local store.
If it still doesn’t charge I would like to ask you to connect the phone to the charger without the battery in the phone. So please remove the battery and connect it to charger.
It can now happen that your phone enters a boot loop. Each cycle of the loop will follow this pattern:
the Fairphone logo appears on the screen;
the display turns off and the LED on the top left corner shortly blinks red;
the phone vibrates;
When this happens your battery needs to be replaced.
If the phone does not react to the charger being plugged in (the display stays black, the LED doesn’t light up and the phone does not vibrate), try to remove the bottom module from the phone and place it back to see if this solves the problem. You can find a video instruction on how to remove a module from the phone here:
Please be aware that you have to remove the bottom module and not the top module as is shown in the instruction video.
No try the test again, if the display still stays black, the LED doesn’t light up and the phone doesn’t vibrate the USB connector in the bottom module is defect and we need to replace this.
If you can please let me know which one of these cases applies to you I can further guide you through the next steps in solving the problem.
We are sorry to hear that your Fairphone 2 back cover is broken!
Can you send us a picture of your broken back cover? This will help us identify the exact issue and will help us improve the quality of our products. After receiving the picture we can start a replacement procedure.
Simply reply to this e-mail with the requested confirmation. Thanks in advance for your help!
Before we can start any type of replacement procedure, we would like to have a little bit more information regarding the purchase order of your phone. I cannot seem to find it in my system. Did you purchase the phone in our webshop? If so could you then provide me the order number which you received when you purchased the phone as well as the name it was ordered on and the email address.
If purchased from one of our resellers then we would like to receive a copy of the original invoice.
I can fully understand that support is behind the requests and therefore has to aswer requests quickly, but THIS IS SIMPLY UNACCEPTABLE.
I did anything possible to speed up the proces and to not get this kind of response. I sent my IMEI, my order number, I told them that I already tried multiple chargers, I even told them that I was an Angel, because I thought that this may lead to a custom response, but no, everything I got was an automatic piece of pre-written sentences.
I don’t know what to do now, because I don’t have the patience to answer politely.
My phone works atm, because
@paulakreuzer borrowed me a bottom module from Austian Fairphoners stock until my new one arrives, but you definitely have to do something about this. Maybe @Douwe can forward this so I finally can get my module and my cover, because I cannot (see paragraph above).