Dear all. My son has just bought a new FP5 from the FP website. It does not work. We have immediately sent an email with the " Submit a request" page and after 6 days we have not yet received any answer at all. He really needs the phone. What can we do ? Is this usual ? Thanks.
You can wait. Like 1-2+ months and you will get an answer. They do answer emails but support isn’t exactly really fast these days.
It’s not the official way, but if you are lucky, you might find some volunteer help in your area:
2 Likes
Hi @AurelienB
truly sorry to hear about your frustrating experience with your son’s new phone.
FP’s new launch and support restructuring unfortunately took resources from the CS support but I think we all hope it will get back to normal in a month or so.
If the phone is dead on arrival, I am afraid you would have to wait and sent it back after consulting the support, Return policies - Check them out | Fairphone
If the phone is working but there are some other issues, you could try to do troubleshooting explained here, https://support.fairphone.com/hc/en-us/articles/115001041206-Find-fix-an-issue-yourself
Obviously you also have the right to return the product you are not satisfied with,
You are entitled to cancel your purchase within fourteen (14) days from the day the products were delivered to you, without explanation and without any penalties; Return policies - Check them out | Fairphone
Returning a phone will obviously take time and as you mentioned, your son needs a working phone, so perhaps Angels as suggested by @urs_lesse will indeed be a quickest way to save the day?
2 Likes
Your Support request did give you an official ticket number (I think ticket numbers have seven digits now), didn’t it? That’s crucial for staying within rights deadlines.
1 Like
Thank you for your answers !!
I can understand that the support is a bit slow. But receiving a brand new phone with does not work out of the box and needs to be replaced is something else. I cannot even send it back, this is crazy ! We bought a phone because the previous one is dead, we cannot afford to wait 1 ou 2 months :).
Sorry to hear you be that unlucky to receive a broken phone out of the box.
About support, expect 2+ months reply time.
i expect you request will be treated as high priority.
low priority requests will mostly answered after about 3 months.
Have you received the automatic anser from Fairphone? in that email you can find a link to the website, here you can follow your seport ticket.
When you can’t wait and it’s not possible to visit one of the Fairphone Angels like suggested by @urs_lesse.
A different option i can think of is putting your phone carefully back it the box and buy a other Fairphone 5 from a trusted reseller so you can use that one and wait for Fairphone to take the broken phone back and send back your money.
Most resellers wil have shops how can help you directly if you have a issue with your phone.
After all i think its best to be patient and wait for Fairphone to answer your email.
which you good luck.
Tom
1 Like