In the midst of replacing the headband of the Fairbuds for the second time I pulled on the lever to release the headband lock and the lever fell out.
Nothing was broken but now I can’t get the lever in anymore which is worse than repairing the entire headbands.
Since there are no instructions anywhere on the web I ask you in the forum if anyone has any experiences with the levers.
If I can’t fix it I have to send it to Fairphone for repair; which - since Fairphone understaffed their service department - will take a long time for me without any headphones.
Since no one replied,
my mail to fairphone does hang again in a waiting line which could be weeks,
and fairphone even deleted their phone-support;
can anyone tell me where to send my headphones for repair to speed up this process?
I depend on them daily I see no other way to speed up the process than sending my fairbudsXL back for repair asap.
Evem then it likely will take another month for them to be returned.
I think by neglecting customer support deliberately Fairphone is right now in the process of killing my good-will for the environment.
If you can, you could try Live chat tomorrow. Just say you don’t have a ticket.
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Thanks for your tip which surely was useful last year, but by now, like with their deleted phone support they replaced their chat with an AI chat - the worst AI chat I have seen which is limited to a handful specific questions but can’t understand the rest.
This is part why I currently loose faith in fairphone - it seems as if they sit in their high castle -
- employing only a tiny email support staff so it takes weeks to months to solve issues,
- having ourtsourced most to China,
- and by doing so, producing unsustainable low quality which breaks.
I don’t know what their bosses are smoking, but by being totally out of touch and care they surely destroy the loyalty of people like me who were saving up for more expensive but sustainable smartphones.
Just for people finding this thread in the future, here is what happened:
I send them this thread in combination with a handful mails (of which most were answered by an AI to please not follow up my concerns as it would slow down their processing).
Due to me having been forced to ignore their demand for obedient compliance they finally replied and send me new fairbuds,
but since they obviously don’t care about at about their non-existent customer service I now won’t buy anything from Fairphone anymore.
This is a good example how the greed of one firm can cause damage beyond their tiny gain:
In the future I don’t care about the environment anymore and simply go by customer service.
Summary:
Modular concept: great;
cheap Chinese technology: bad;
greedy non-customer-support: unacceptable
In doing so, Fairphone made the world a worse place by upsetting someone who really cared about the environment, discouraging them from continuing their eco-friendly habits, which is the opposite of what Fairphone stands for.