Dear Fairphoners, We’d like to take a moment to share an update on the progress we’ve been making to improve your experience with Fairphone’s customer support. We’re not yet at the level of service we aim to provide, and are taking concrete steps to address this. First, we’re hearing those of you …

Hi all, As I mentioned, like any company, we need to filter out messages. To make sure we address these questions properly, I’ve arranged a call next week with some of the Fairphone moderators and the relevant internal teams. I’ll share your input (including your question about the AI bot) with th…

Hi Rafael, Sorry to hear this has been your experience so far. Would you mind sending me a DM please? Thanks. Sarah

So how come your AI-bot shares a 24-48 h response time when asked if you’re not able to share these response times? Is Tin just hallucinating? Are you using Tin to deflect honest customer questions? Do you actually use or check your own AI-bot yourselves? Communication by FP and the way the AI-bot i…

Can anyone help explain what my options are? I have a Fairphone 5 which is bricked following my efforts to return to FPOS after using /e/os for a period. The latter stopped working with my banking apps so I had to return to FPOS. The process of re-installing failed and I now have a black screen and…

As unpleasant as it is, the informal recommendation is to deny the existence of your ticket to the chat bot – apparently the only way to get through to a human being this way.

Did you pay with a credit card? If so, contact your credit card company and see if there’s anything they can do.

The procedure below have worked a few times, it feels a bit awkward but, there’s no shame in lying to an AI. Just call it hallucinations if anyone asks. [image] Fairphone Support no longer available The Industry I can only advice to open the chat at 10.00 and …

Does Fairphone also plan to introduce a transparent average response time indicator or queue status so that users can see how long to expect to resolve their request?

Thanks Runge. That seems to have worked. I am promised an email telling me how to return my phone in the next 24hrs. The support worker was very friendly and helpful. It feels like a major step forwards.

That would be awesome! I am pretty sure it may only be implemented when the reaction times are low. But it also would create some kind of trust. So it could be a goal for FP to do so.