I contacted support about an issue with my Fairbuds on August 9th. As of August 19th, my request was still pending with a significant delay. It’s been over a month, and I still haven’t heard back from support.
Additionally, I reached out to support about the same issue just five days after my purchase in early February 2025, but I never received a response.
The level of support I have received is unacceptable.
I really regret not returning the Fairbuds as soon as I noticed the problem and getting a refund.
Any news on the response from the internal teams on when the support will get to a tolerable level?
The state of my FP4 is where I am forced to replace it due to the poor levels of support.
And as the state is now, I would be a fool to get a new FP .
You do boast about 5 years warranty and repairability, but that seems very empty promises now.
I still have tickets closed as “Solved” on a regular basis, without any explanation.
While this makes wonderful support statistics, it doesn’t solve any problems.
So I have to make new tickets and bypass the bot to get to a human.
This takes a lot of my time and energy and makes me wonder if I have just spend too much time on this ‘experiment’
So far there have been regular promises, but nothing that seems like you actually care about your existing customers/supporters.
So are there any real news or can you recommend another brand of phone?
I also had unacceptable delays with a recent issue. I raised a ticket by email on 26 Aug. After no reply, I tried to speak to a live agent (within hours) on 8 Sep but only got AI (which gave irrelevant suggestions and wasted my time) and I also chased up my email explaining that it was urgent. I got a partial response by email on 9 Sep. I followed this up and was asked on 11 Sep to provide some further info, which I did that day. I got a holding response on 17 Sep saying that they will get back to me… Still waiting as at 19 Sep.
In addition, they need to have a working telephone number and publish this on their website. Good luck finding that on FP’ site though… So far for their “Fair"ness to customers outright ignoring consumer protection law.
I know all of this here in the forum is just anecdotal and not in any way statistical evidence of how Fairphone support currently works, but I recently had a relatively positive experience about the support and thought I’d share it to maybe share some hope.
I contacted Fairphone support in the beginning of August. It first took them a month to answer to my warranty claim, and they then answered with an automated message apologizing for delay, directing me to a new customer support portal and stating they’ll solve the thread. I was a bit pissed off, but replied to them and stated that I had already ordered spare parts to replace the faulty ones and just need a refund. They started handling the ticket, answered in what I feel was reasonable times given my currently low expectations for Fairphone and handled the case professionally in my opinion. The initial waiting time was just shy of a month and after getting contacted I reached a satisfying resolution in 3 weeks.
Let’s hope they’ll manage to handle the rest of the waiting cases and the waiting times will actually get to good levels, but in my opinion this already feels an improvement compared to my previous anecdotal experiences.
Six days is really not where Fairphone support is yet, I think. A few months back the average response time was around 2-3 months, and since then Fairphone has told in two updates (this one and October update) that they improved, but even when asked directly never published any numbers about how long one waits now - so probably still some time.
You could try the repair portal, not sure, if accessories are handled there, too.
I just checked https://support.fairphone.com/hc/en-us, there is a live chat and I asked Tin to get to a human, and got to the form to enter my name to chat. I think it is there (only 10 more minutes though for today).
.