Fairphone 2 production and delivery thread

We moderator get messages that are send out to certain part of users, in case we are not part of the selection of users that get the mail.
Like @Johannes said: [quote=“Johannes, post:788, topic:11149”]
but it did help find the post above, which is the same:
[/quote]

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Interesting to hear that quite a few people are still waiting for their phones, too - just looked through the forum for the first time after not hearing back from customer service. I am getting increasingly frustrated by the poor FP customer service, and am considering cancelling my order and leaving the FP family altogether. I had a FP1, which was stolen last fall, so I ordered a FP2 in October (promised delivery date back then was December). When the initially planned delivery date slipped, I had to cancel and reorder my FP2 (black back cover) in early January because FP wasn’t able to change the delivery address from one country to another (and I moved countries in January). Ever since, I haven’t received any updates re the delivery date of my phone. I sent an email to customer service 5 days ago and will decide on next steps once I hear back from them (or if I dont)… What annoys me most is the lack of communication from FP which makes it very hard for customers to plan.
The main problem, as for most people here, is that the smart phone I use at the moment doesn’t work properly, and I need a working phone asap. I had planned to be able to use my FP2 by the end of December, which would have worked fine for me. FP is a great project, and I followed it from the start (ordered one of the first FP1s), but for me the disadvantages (poor customer service, significant delays etc) now start to outweigh all the positive points of the product.

Yes, it’s not easy to wait, especially as you had to reorder.
At the customer service it is extremly busy, so don’t expect an answer this week.
Having said this, there’s also good news for you.
From the weekly blog that @anon90052001 writes:

[quote=“joe, post:1, topic:11149, full:true”]
Updated: Wednesday 24 February

This week, we are shipping orders which were paid for in December and early January. Owners who ordered in these months can expect their phones to arrive this week or early next week.

There are some reported instances in which you may receive your phone before receiving the Trace and Trace email connected to that order. We’re sorry if this affects your order, we are looking into correcting this issue.

Updated: Wednesday 17 February

This week, we are continuing to ship phones paid for in November 2015.
Next week, orders paid for in December 2015 and early January 2016 will be shipping to owners.

After these phones are shipped, orders paid at the end of January and February will be shipped on a rolling basis throughout March.

Please note: For a small number of owners who purchased in October, your phone has not yet shipped due to an error in the queue system. If you paid for your order in October and still have not received a track and trace email, you should receive a notification email by the end of this week. Sorry for the inconvenience. [/quote]

So it looks like your phone is almost on it’s way.

The Blog post from wednesday is misleading, as several hundred people will not be recieving their phones this week or early next week due to missing backcovers. Referring to this message without mentioning this is also misleading to customers.

@Golly I think there’s a misunderstanding.
Douwe wrote 11 days ago
: [quote]
At the moment, we don’t have enough of the various cover colors to ship your phone with the back cover that you originally selected…
However, we know that you’ve been waiting patiently and we want to deliver your phone right away! Therefore, regardless of what color you originally ordered, your phone will arrive with a blue translucent back cover.
To compensate for the inconvenience, you’ll receive a voucher code by email in March that you can use in our webshop to order the back cover that you originally selected (free of charge; shipping included).
[/quote]

So I see no reason to why to think they are not shipping phone.
Also I am just a moderator, not employed by Fairphone.
If you still think my post is misleading, then I am to blame and not Fairphone.

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The Moderators don’t work for Fairphone, don’t confuse us with FP staff. Generally we try to provide any information that we know of so you don’t have to trawl around the various places. Regarding the update being misleading: since the update it’s been revealed that transparent back covers are not in stock. In terms of responding to @drinnert, who says he ordered a black back cover, there is no known reason to assume that his order will be delayed.

For those wondering about support ticket answers, it seems they’re currently taking >2 weeks based on complaints on this forum. Some discussion on this over here.

Just FYI - support clearly stated that transparent covers are out of stock and customers who ordered a phone with transparent back cover may have their phones shipped in the second week of March. Personally I’m planning for late April now… :wink:

I beg to differ:

I know this statement. However, support told me that this statement is only valid for customers who ordered in October & November. There should have been an e-Mail to customers who ordered a phone with transparent back cover in December, clarifying the situation and announcing further delays. Unfortunately this e-Mail had not been sent.
Maybe @Douwe can shed some official light on this on Monday?

There should be an e-mail on Monday (click on the name below to see the full post):

If they gave every affected customer this opportunity, I would be fine. As I wrote, I don’t really care about the back cover colour and if I can post-order my original back cover that would be great!

@root haha, maybe that’s a good attitude (even though its stupid that we have to have an attitude like that)…

Edit: If I just could change the colour that would be fine with me. What about that possibility? That would mean no additional costs for Fairphone.

I just got the announced e-mail- For everyone who didn’t receive one, here is mine:

"Hi Fairphoner,

We are writing you with important information about your Fairphone 2 order.

At this point, we have shipped all Fairphone 2’s that were ordered in
December with the exception of orders with transparent back covers.
Currently, the warehouse is out of stock of this back cover, and since
you have a transparent cover, this unfortunately means your order is
affected. We are very sorry for the inconvenience and are working to
ship your order as soon as possible.

According to our updated shipping schedule, your phone should ship next week between […] March.

Why is this happening? At the manufacturer, the phones and back covers
are produced separately. We asked our manufacturer to produce various
quantities of the different colored back covers based on the (projected)
phone orders. Unfortunately, our planning was not taken into account,
resulting in too many of one color and not enough of the others. And
because there is only one tooling machine that makes the covers (which
requires a full day to be cleaned and reset before switching colors), we
can’t produce the necessary quantity of different colors as quickly as
we’d like.

Again, we sincerely apologize for this delay, and we hope you can start
enjoying your Fairphone 2 very soon! If you have any further questions,
please get in touch with our support team.

Kind regards,

The Fairphone Team"

EDIT: I hope Fairphone reservates a phone for everybody with transluent backcovers. My nightmare would be “We’re sorry, we ran out of Fairphones. Your phone has been shipped to another customer.”. Right now I could imagine anything like that.

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This topic seems to have remained silent for a while. Let me revive it. :grin:

A second (transparent) cover had been ordered right away with my Fairphone. The phone got delivered by now, but I have no information yet on when the cover will come.

If there is a reason for that, I’d be glad to know. Otherwise, this post might fit into the “Help” section.

Hi Trust,

I think you will find your answer in this post:

Hi!
I have just ordered a Fairphone 2 which should be delivered in Venice, Italy. Is it possible to know aprroximately the date on which it will be delivered? My account overview says only “march 2016” but I read on the confirmation e-mail which I received after my order that it might take form two to six days.
Thank you very much in advance,
Sofia Pavanini

It depends on when you’ve ordered your FP. New orderes from February are shipped in march on a rolling basis. But if you chose a transluent back cover it might take a bit longer.

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Yes, March means March or early April. Except something unexpected happens, then it will be a few weeks later.
Fairphone will be sorry and thank you for your patience.

Seriously, if it would take 6 days now, I should cancel my order and place a new one.

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What??? And I’ve been waiting for two months now? :open_mouth:

My guess would be that the 2-6 days rather refer to the shipping time, i.e. from sending to receiving the phone. As long as there are still pre-orders out there, it will still take though a couple of weeks until the phone will get shipped.

Hi @Sofia_Pavanini (and @Azby),

If you order now, you will get your phone in March - most likely at the end of March. We don’t have exact delivery timelines yet because production is not yet stabilized. We want to be more specific about delivery dates, but we are waiting on more information from production/operations team. Once this is more clear, we will update information in our webshop.

I don’t know where you saw a delivery date of 2-6 days - maybe this was the delivery option you chose. Once it is available to ship in the warehouse, it will be 2-6 days.

All the best,
Joe

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