Unbelievable: No response at all until now.
I think, I have to change the title from a question mark to an exclamation mark …
Changing the title may make the topic more palatable but it’s not helping the issue. If the topic is annoying people and is inaccurate maybe you could change the words ~ Snail pace service from official support for my FP2 ($!#£)^2, after all it looks like you have plenty of time to play on the forum if you have less time on a usable phone 
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I agree that the lack of response for weeks on end is unacceptable. Looking forward, if you haven’t already: call them. I’ve found FP much more responsive over the phone than by e-mail. Also it’s much easier to get your point across, as you’re more connected to the person on the other side.
That being said: looking at your last screenshot, as you said it does not look like it’s running stock Android. If this is LOS, I’m not sure whether this is a problem covered by warranty, as it is caused using third-party software that FP doesn’t officially supports. It’s very well that you may not have had this issue on other phones, but there are minor differences in hardware that could cause bugs with LOS on one phone but not the other. I cannot tell you what “the freeze bug” is, but again if it’s caused by LOS, it may not be covered by warranty. Do both problems occur on FP Open OS?
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As I mentioned before: The same issue occurs also with Fairphone Open. It’s not a question of the OS - it’s a hardware issue.
Update:
(Artefacts with Fairphone Open)
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2 days ago I made a phone call with fairphone. They promised, that I get an answer by email soon.
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Dear …,
Thank you for supporting Fairphone, your patience, and for reaching out.
My name is “…” from the support team. I’ll be your case manager, nice to meet you.
I’m sorry you encountered an issue, let’s look into it.
Fairphone OS
At this moment we only officially support Fairphone OS via our customer support and Fairphone Open (only available for Fairphone 2) via our dedicated bug tracker).
Unfortunately, we do not yet have procedures to troubleshoot issues occurring with different OS.
The community already offers alternative operating systems like Sailfish OS, Ubuntu Touch, /e/ OS and LineageOS.
When you use these systems, any software troubleshooting goes via these forums: a good place to start will be here: https://forum.fairphone.com.
We can help you with this help request if you install Fairphone OS.
If you prefer to use Fairphone Open, you can use the dedicated bug tracker.
In case you need them, following you will find the guides on how to install either one or the other (here is an article to help you choose).
- Fairphone OS - Installation guide for FP2
- Fairphone Open - Installation guide for FP2
Please let us know when you have installed Fairphone OS, so we can continue with the troubleshooting and pre-assessment before we start the repair procedure.
First of all, we then need a screenshot of the build number (Settings > About phone > Build number).
Proof of purchase/ownership
If you want to continue directly with the repair, I have to inform you about two things.
First of all, if you send it to our repair center, we really do need a proof of ownership, because we have to comply with anti-fraud regulations.
In your situation, you can ask the previous owner to mail us directly to confirm he sold or gave the device to you. However, as he is not the original owner, we will also need either a confirmation of the original owner that he sold/gave the device to the second owner.
If the previous owners can hand provide you with the original order number, that is sufficient too.
Out of manufacturing warranty
Secondly, during my research into the history of the device and your help request, I also found that the original Fairphone 2 purchase of this device with IMEI xxxxxxxxx was delivered to the original owner on October 8, 2019.
You did contact us on October 6 of this year (so 2 days before the 2-year manufacturing warranty expired), but you first mentioned that there was an issue with the device on October 26, so 18 days after the manufacturing warranty expired. This means that the warranty no longer covers repairs or replacements.
The costs involved might be covered by a personal insurance, so I recommend you check that with your insurer.
However, in this situation, you have three options.
Option one - Send your phone to our repair center at your own costs.
In case you need a new core module, the minimum repair cost would be € 249.90.
For more information consult our repair price list and FAQ.
The repair center will diagnose and provide a quotation. You can accept that by paying, of you can reject it. In case of the latter, you have two options:
- send the device back (we will charge between €15 - €19 for Assessment, shipping & handling costs);
- or recycle it for free.
Option two - Earn a Fairphone 3 cashback with our Recycling Program.
We have a Recycling program for our loyal Fairphone owners.
You can send your old Fairphone and receive a 40 euro cashback on a Fairphone 3 purchase in our online shop.
You can find more information about our Recycling program here. (Please note that the Recycling Program is not available for all countries)
Option three - Try to repair the phone locally.
To find a repair shop near you consult the forum.
This might be the quickest and cheapest way to proceed, as I recommend to get a diagnosis of the current state of the hardware first. Based on that outcome, you can make an informed decision on the next steps to take. If the repair centre of your choice is not familiar with the Fairphone, you can refer them to the iFixit guides.
Let us know what you’d like to do or if you have any other questions.
Best regards,
…
Business & Reseller Support Officer
What should I say ? FP needs 3 weeks to answer, if the phone is covered by warranty and now they won’t repair it.
My conclusion: Fairphone never again !
Clearly you and Fairfone don’t agree on dates, and no-one else could therefore have a valid opinion on whether the phone is under warranty. Further, as FP seem to consider you to be the third owner you need evidence of legal ownership. Bot looking a simple matter.
If could find a Fairphone Angel with parts that could be swapped maybe you could then see if the replacement is worth buying and doing the repair yourself.
You also say there are three phones in the family, so can you isolate the the faulty module by swapping?
if you can isolate the issue to hardware then you may find a spare part.
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Hi @FPbonn,
Apologies for the delay in response and for the frustration caused. I have followed up on your ticket and a member of our customer support team will reach out to you today.
Rae
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You may wish to censor your IMEI (edit: sorted 
). Also, is this supposed to read “October 8, 2018”? If not, then (although 2020 definitely feels like it) two years haven’t passed yet… I presume this is just a typo though, as you did mention in an earlier post that the date of initial sale was in 2018.
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Hello,
There is another thread about these issues and I found an advice which is quite helpful in my case:
Not perfect in the end, but I think my FP is getting old and there is sadly nothing to do about that (mine is 4,5 years old) as it seems.
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Nobody contacted me until now …
One week later: No response at all 
Are you sure the emails from support aren’t going in your spam folder, or that you don’t have a problem with the incoming mails?
Otherwise I guess there’s a real big problem. This is strange…
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The spam folder does not contain emails. I received just an automated reply about the case two days ago, but nothing from a support agent.
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Maybe, even hopefully, you have really hit the lottery pulling the “Biggest Looser” ticket and Murphy’s law is in full force; i.e. everything goes wrong/fails in your case.
Or the support is really broken badly.
I really feel for you.
One can understand and put up with hardships, that have reason and are explained.
But being kept waiting without explanation, fixed dates going by without any notice; that’s not the way to achieve customer loyalty (to say the least and put it kind of positive). 
Let’s hope, you will receive some good news soon (best, still this year).
E… (Fairphone)
Dec 28, 2020, 16:38 GMT+1
Dear M…,
Thank you for your reply. Apologies it took a while before I could answer you, we are facing a small backlog again due to the holiday season.
We always recommend customers to provide the original order number to a new owner, because this is the essential data to identify the manufacturing warranty.
In order for us to comply with local jurisdiction, we have to have a proof of purchase when we send it in for a repair for example.As you can read in our Fairphone 3 Manufacturing warranty under Claiming your warranty:
“To the extent permitted by law, this warranty is only valid if the proof of purchase for the Product (as issued by a Fairphone authorized reseller and specifying the date of purchase) is presented with the Fairphone product to be repaired or replaced. Fairphone reserves the right to refuse in-warranty service if the proof of purchase is not presented or if it is incomplete/illegible.”So what we can do is to continue troubleshooting your device when it is set to Fairphone OS, and you provide me with the requested information so we can deduct what is going on with your device.
Maybe we can fix this issue without having to send it in for a repair.Let me know when you have set the regular Fairphone OS back on the device.
Kind regards,
E…
Business & Reseller Support OfficerEnglish, Nederlands (reading: Français, Deutsch)
Any questions ?
My conclusion:
Fairphone won’t repair the phone. They are quoting regulations for the FP3 which not apply on the FP2.
Finally they lost at least one customer, because I definitely buy a FP never again.
@FPbonn
Hi
I’ve been following your saga and note you didn’t get the support you expected, I won’t go over the details as to why, but, I do recognize also that, Fairphone are not satisfied with your status as a bonafide warranty user.
Most often I understand that not buying directly from a shop many Fairphone users with problems are going to very unhappy with the time it takes to get a solution, if they get one, and on that basis alone I would not recommend anyone to buy a Fairphone.
Saying that, this is an experiment in alternatives and as such is prone to many upsets and wrong turns, so I am happy to be part of the journey, I don’t expect a happy ending.
If you are, as indicated, a second or third hand user etc. I can see this is maybe not what you signed up for. However for first hand buyers I hope they will consider their investment in ethics as a gamble, investments can go up and down. Those who stick it out will find their way, be it Fairphone or not so fair, ~ to the buyer,~ but it wasn’t directed at the end user but at those that work in the mines and factories, and on their behalf I thank you for your particiption.
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Of course you are right, that we can’t judge, since we know parts of the exchange between user and support; at best the relevant ones .
Still, judging by what I know, and if the following info is correct, FP should stick to it.
Questioning that now, seems neither fair, nor legitimate. Only IF this info is correct, of course and if there is no other reason that would exclude warranty.
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Maybe you can get in contact with the former owner of your FP2 and ask him/her for the proof of purchase?