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.
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).
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.
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 !