Fairphone really has to sort out its warranty support

Discuss The Industry
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29

Does anyone here have a good experience with the Fairphone service?

In October I bought a new camera module for my FP2, hoping to improve the awkward quality of the original one. I was taught wrong. The new one has a big blurry area on the right side of every picture. I wrote a message to service on October the 25th and attached an example picture, nothing happened. I asked again on November 15th and surprisingly there was an answer five days later. I send the requested pictures the same day, nothing happened. I asked again by mail two weeks later, nothing happened. I sent an email a week later, and guess what happened? You’re right, nothing.

So it is now seven weeks after my first contact to the service and I still can’t take any reasonable picture. This is by far the worst experience with a service department I ever had. I just can laugh about the figures published her sometimes, how fast the service is reacting.

BTW my credentials in the Fairphone shop I used for buying my FP1 didn’t work for buying the FP2. These are not working for logging in to the service area. I tried several times to reset my credentials or create a new account, nothing worked. So maybe there is an answer, but I can’t see it.

And I’m not going to call, because when the service is working, I’m working too (in a software and service department!), to be able to afford this wonderful piece of fair smartphone and my employer won’t be happy if I would call to the Netherlands during my working time.

So at the moment I’m really upset, having a FP1 I can use as a paperweight after being promised to have a phone that works longer than any other on this planet, a quite expensive mediocre FP2, that seems to go the same road, staying on Android 6 while Android 8 is already out and not able to take a picture which is as good as from a 133€ Moto G5 with Android 7 I had to buy as a backup.

I know this is only a community forum, but it is hosted on the same page the seller of this ‘fair’ smartphone uses and as I’m not able to contact the service department in any way, I hope that at least sometimes one of the employees of Fairphone looks into the threads here and I will receive an answer.

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30

This should not be the case.
Every message in the support area should reach you by mail as well.
When I had to contact support (twice for broken “old” back cover) I was’nt able to log into the support area as well, but got every information by mail.
And as you already received a mail, this channel should work.

I understand that, but it’s up to you. And there are lots of businesses out there, that offer nothing but the phone-channel for support.

You really got no pause? I’d call that slavery. :wink:
Seriously: I feel with you and understand your anger and annoyance. Problem is, they are a small business, strugglling on all fronts:

  • developing the next phone
  • enhancing the FP2
  • updating software
  • producing new FP2 as well as spare parts
  • handling support
  • doing PR
    …
    They just seem to be drowning, especially during the festive season I guess.
    My guess would be, that they lack the funds to employ enough personnel for handling all the tasks.
    I absolutely keep my fingers crossed for you.
    And you really should try to find a way for calling them (have your ticketnumber at hand). It might be good for your nerves and inner peace as well.
31

I agree with almost every point of your statement, but:

Due to limitations of the built-in SoC, Android 8 (Oreo) most certainly cannot be applied to the Fairphone 2. This is true as well for a lot of other smartphone devices.

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Thank you BertG for your answer. Don’t worry, there is nothing wrong with my inner peace, I’m fine :slight_smile:. It just helped to write down what bothered me since I found out about the problem with the camera.

[quote=“BertG, post:30, topic:31924”]
You really got no pause? I’d call that slavery. :wink:[/quote]
No slavery, my lunch break is 30 minutes, but I need the time to get some food and relax :wink:.
If there is no progress until the end of next week, I might give it a try, although I think, if there is a support channel via email, it should be working.

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33

I thought Nougat ain’t no option already, because of hardware limitations?

34

Hey @Incanus, the forum here is actually a great help to solve problems you have. So maybe you could read a few topics about related issues with the new camera:

there are really some helpful comments by awesome community members, and it is worth digging a bit in this forum, usually the problems are already described and -partly- answered
Cheers!

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35

Thanks for your help Francois, but the forum can’t help with a hardware issue. The pictures aren’t to dark or the flash is not working, but the fotos are ok on the left side and not sharp in any way but blurry on the right side. I reseated the camera already as been asked for, made sure the lens is clear and so on.
I’m reading in this forum since I bought my FP1, but nothing related to my problem.
To illustrate it, look at the four linesmen, they were standing still, the two on the left side are quite crisp, the two on the right blurry.

IMG_20171024_203210.jpg1024×454 141 KB

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36

Yes, I had several good experiences last year. My questions where handled quickly and correctly, delivery was quick to.

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37

So on Nov 18, couple of days ago I wrote the Support, because my backcover and my bottom module were broken (for the 3rd time). Here is my E-Mail:

##This is what I got as a reply:

I can fully understand that support is behind the requests and therefore has to aswer requests quickly, but THIS IS SIMPLY UNACCEPTABLE.
I did anything possible to speed up the proces and to not get this kind of response. I sent my IMEI, my order number, I told them that I already tried multiple chargers, I even told them that I was an Angel, because I thought that this may lead to a custom response, but no, everything I got was an automatic piece of pre-written sentences.
I don’t know what to do now, because I don’t have the patience to answer politely.

My phone works atm, because @paulakreuzer borrowed me a bottom module from Austian Fairphoners stock until my new one arrives, but you definitely have to do something about this. Maybe @douwe can forward this so I finally can get my module and my cover, because I cannot (see paragraph above).

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38

Except you do know the actual way to speed things up and avoid having to go back and forth right?

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39

I don’t want to call them, because
1st I don’t like calling people I don’t know
2nd Calling them must not be the solution to people having problems with their phones.
3rd This is simply unfair to those users who don’t know about this or can’t speak english

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40

No because the faster your request is handled the faster the support team can go on to the next request, so calling them helps reduce the backlog.

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41

The caller might talk to someone who speaks the respective mother language.

But however, I am with you. :+1: Not acceptable.

42

This is my favourite one:

Why on earth do they think the battery must be replaced when it is not even a part of the testing procedure?

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Because if the procedure you quoted from Fairphone Support’s email works as described it suggests that the bottom module’s USB port does work. So they conclude that the charging problem must have its cause elsewhere.

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44

This procedure just verifies that the phone draws current, but it does not verify if either the battery or the bottom module (or both) is/are at fault. I would not say “the battery must be replaced” but “it is recommended to replace the battery” as the next (and maybe not final) step in troubleshooting that issue.

45

I think it’s very good work by customer support that if they have a huge backlog they still make sure people get a reply-email after a

with a text quickly compiled of pre-written building blocks that thoroughly describe how you can troubleshoot the issue. Sure it’s impersonal and it might sound a odd if the text contains instructions for some stuff you already tried, but then again I’m pretty sure you didn’t try all of it - heck there is even stuff in there I didn’t know yet.
A support member can probably filter all unanswered requests for terms like “battery” and “charging”, then quickly scam through the emails (e.g. to see if they contain other issues as well) and in 10 minuter answer 50-100 requests that way. After that they’d probably need a 10 minutes break because their head is smoking, but still I think it’s very wise to do that. Sure most request won’t be solved that way, but some will find a solution in the troubleshooting instructions and the others will most likely at least know for sure what needs to be replaced (avoiding sending different modules back and forth).

Maybe it would be better if the email clearly stated that it is composed of building blocks and that some of it may contain stuff that the user already tried - to avoid aggravating them.

PS: Oh and I don’t think it’s really necessary to separate this discussion from this topic - which isn’t just about speed, but also quality.

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46

Most support team member probably speak German. Some of them are German, I think, and many Dutch people also will be able to talk to you in German.

47

Now that it is 3 months since my first very kind support request to the producer, I totally lost faith to the idea. I am fighting since 3 months now to receive a return ticket for a totally broke FP 2. I am one of the ver first FP 2 supporters, fought with all kinds of troubles using FP 2, defended the phone to everybody showing up with troubles, paied great money for spare parts (cover, battery, microphone, new FP from a friend). And I get thanked with a joke of support from the producer. I LOST FAITH!! As I am an attorney I will have to chose further actions that I NEVER EVER thought I would do, when it comes to a company called "FAIR"phone. To help the community understand why FP lost one of its biggest supporters, please see the attached correspondence:

Sep 28, 11:19 CEST

Hi you fairphoners,
my phone now broke totally. I got along with the following issues for a long period but am unable to use my now broken FP II anymore, so really need to send it in for being repaired or exchanged. I am really sorry…

Issues I delt with for a while:

  • bluetooth broke
  • one Simcard does not work in either slot but in other phones
  • faulty microphone issue
  • recharging working in just a certain angel
  • unable to connect to certain headsets properly

New issue that makes it impossible to use the phone anymore:

Could you please be so nice and open a return ticket?

Thank you very much.

Best regards, Ronny.

Oct 7, 17:42 CEST

Dear Ronny,

First of all, we would like to apologize for not replying to your request earlier. In the pas few weeks our small support team has been overwhelmed by the amount of support requests we’ve received. And we were unable to answer as quickly as we wanted.

#1 Blue-tooth: When bluetooth is not working correctly for the customer it is recommended to first make sure the phone is completely up to date. Customers should be running the latest version of Android 6.0 we have offered.

To check if there is an update available the customer has to connect to WiFi.
When connected to WiFi open the app Updater.
It should show the latest available version. If it is already installed it says so. If not follow the instructions in the screen.
No connectivity possible
If the phone is up-to-date and the phone can still not be connected it needs to be tested with 3 different Bluetooth devices.
If it can’t connect with any of those the bluetooth adapter is defective and the core module needs to be repaired/replaced.
Start a procedure to send the phone in for repair.
The defect needs to be registered as a CONN-BLUETOOTH-DEAD for the repair technician and reporting to Fairphone.
Unstable connectivity
If the connection can be made, but the connection is not stable (and tested with three different devices) the Antenne is defective and needs to be repaired.
Start a procedure to send the phone back in for repair.
The defect needs to be registered as a CONN-BLUETOOTH for the repair technician and reporting to Fairphone.

#2 SIM issue: The problem you describe about the SIM card not connecting can have two different causes.

We would like you to try a different but new SIM card in your phone to see if this makes a difference.
Maybe you can borrow one of your family or friends. When the sim card is older than a year, we strongly recommend obtaining a new sim card right away within your contract with your provider.

If the problem is not solved with a different SIM card it can be there is a defect on the motherboard.
For this I would like to have some information from you.

Can you remove the SIM card from the phone and provide us with a picture of the SIM card readers?
Did you use a Nano SIM card with adapter in the SIM card reader?

If you can provide a picture and tell us if you use a Nano SIM card that would be very helpful for the next steps in solving the problem and providing you with a solution.

#3 Microphone Issue: First of all, please remove the bottom module from the phone and place then it back in. If you need them, we have video instructions on how to remove a module from the phone. Please be aware that you have to remove the bottom module and not the top module as is shown in the instruction video.

If the microphone still doesn’t work properly, we would like you to try the following test.
Please go to the Checkup tool (Settings > Maintenance) and click Primary microphone. Follow the on-screen instructions and perform the test. If everything is working correctly, you should be able to hear your own voice through the ear speaker while talking into the microphone.

If you can not hear yourself through the ear speaker, or if the sound is distorted, please reply to this e-mail to let us know.

On the other hand, if you can hear yourself during the test but you still experience some distortion during calls (over network or internet), something else is interfering with the microphone signal:

Your network connection might not be working correctly. Please test the phone with other SIM cards. Yours might be faulty and require replacement
Your internet connection might not be working correctly. Please test the phone with other WiFi networks
You might accidentally be blocking the microphone while talking or keeping it too far away from your mouth; try to adjust the position of the phone while calling
Something else might be interfering with the proper working conditions of your phone. Try to identify which app might be the culprit with the help of safe mode. If all else fails, a factory reset might be in order.

I will tentatively mark this ticket as solved. If your phone fails the hardware test or if you have any further questions, don’t hesitate to let me know.

#4 Recharging Issue: Since replacing your microphone will solve this issue, I will not address this issue further.

#5 Headsets Issue: This can have two different causes.
First and most common is that the headphone is not compatible with the Fairphone 2.
On our support website we have an article which gives more information about what works and what does not. You can read it here: My headphone or headset does not work correctly on my Fairphone 2.

If your own headphone doesn’t work we recommend to test it with two different ones. If all of them do not work we want to know.
In that case we will start a procedure to replace the top module.

Best regards,

Savvas

Oct 7, 21:54 CEST

Dear Savvas,

thanks a lot for your answer and dont worry about the delay. But: Due to the not mentioned and worse issue I have (Screen not working, please check my message again), all your solutions will not help as I am unable to even check the fortune. I Have no chance but to send the phone in. I tried to change the screen with a friends screen, this will not help. My phone is definitly broke (also I for sure tried all your suggestions, I am not a geek but very familiar with technics).

Could you please open a return ticket?

Thank you and have a good weekend.

Mit freundlichen Grüßen

Ronny Frenzel

Oct 23, 20:58 CEST

I am getting a little bit upset due to no answer on my issue. I really need my phone fixed…

Mit freundlichen Grüßen

Ronny Frenzel

Nov 5, 17:01 CET

Dear Ronny,

Thank you for your message and for supporting Fairphone. We are sorry you are experiencing issues with your device and we will do our best to quickly help you out.

We are also sorry for the fact that we did not address this issue in our previous email. Even though you probably tried most of the following, we kindly ask you to try them again since it is very important for us to know all the details.

Please keep in mind, that for the issue that you are describing it would be very helpful to have some pictures.

The first thing we would like to ask is to remove the display module from the phone and place it back to see if the problem with this is solved.
You can find a video tutorial and other tips on our support website here: How to remove the display module from the Fairphone 2.

Second it is really important that your phone is running on the latest software, in previous updates we have solved a lot of issues with the screen which might just be solved when using the latest software version. You can find how to update on our support page here: How to update your Fairphone 2 to the latest software

If the problem is not solved with removing the display and installing the latest update we would like to look further into your case.

We have categorized the display problems in three main issues with both different information that we would need in this case:

Full / partly insensitive touch function
Display over sensitive / Ghost touches
No image / broken image

  1. Full / partly insensitive touch function:
    If a patch of your display is insensitive to touch, please test it with the Checkup tool. Go to Settings > Maintenance > Checkup > Free drawing. Try to paint on the whole screen with your finger.
    Then take a screenshot (hold the volume down button and the power button) and send it back to us through this mail conversation.
  1. Display over sensitive / Ghost touches:
    If your display is over sensitive, scrolls and/or activates apps by it self when charging, this is a known issue.
    Some chargers cause the digitiser to misbehave under some circumstances. If you have this issue, try the following steps:

Lock your screen (click on the Power button);
Disconnect your device from the charger;
Unlock your screen in order to get a normal access to your device again.

We recommend you to try different cables and chargers, or to charge your Fairphone 2 directly on your computer with a USB cable for example.

However, if your display is over sensitive, scrolls and/or activates apps by it self in any other situation, please film your Fairphone 2 behaving like this and send us the video. You can do so by using a file hosting service like wetransfer.com:

Send the file to your own email address.
Check your inbox and find the wetransfer message.
Copy the download link and send it to us by replying to this email.

  1. No image / broken image
    If you see no image or have a broken image we would like to verify this. You might see a crack, stripes, coloured pixels or it stays black. Please send us a picture to clarify if we can really help you with a new display module or that we have to take other steps.

Please let us know if you have any further questions. We look forward to your reply with the requested information if the problem is not solved.

Best regards,

Savvas

Nov 14, 23:19 CET

Dear Fairphone team,

I am sorry for late reply. But I am really getting frustrated about been asked to answer questions that I allready answered in my very first inquiry (now months ago!). Again to hit your demands…

  1. Phone runs latest software (allready told you)
  2. removing display does not help (allready told you)
  3. now image/broken image (allready told you and sent you a link with exact the same issues)

I am frustrated and feel like you really might lose one of the biggest supporters and defenders. What can I tell when asked how the the phone works? I know I use my phone above average. So I know things can break once. Also I know that you are busy handling many issues of all kinds of users. But this support is not satisfying. I rely on using my phone for business purpose. If this wont work out well, I will have to buy a non fair phone that will work :frowning:

Best regards, Ronny.

PS: see attached pictures of the screen issue. Please recognize that the phone is totally broke and the fixing of one will not make it usable again so it is neccessare to exchange the phone.

Dec 17, 15:15 CET

Dear Ronny,

thank you for your reply.
We are sorry that it took us so long to answer to your contact. Since we receive a lot of request on a daily basis we can`t answer every ticket as fast as we want to.
When this happens and you didn’t receive an answer within 2-3 days, please just call us directly so we can help you right away.

We received your last information together with the pictures of the described faultiness.
We will just check for further steps internally before contacting you again.

We hope you’re experiencing a nice Christmas time.

Best regards,

Peter

1 Like
48

Ronny I understand your frustration. I just read your entire conversation with support and find it is a series of unfortunate events:

  1. Savvas overlooked your main problem in the first reply. This definitely shouldn’t happen.
  2. Support took a long time to reply at every step. A known but severe issue.
  3. On November 5th Savvas wrote you a very detailed eMail about troubleshooting and further documenting your issue. Arguably this is the mail you should have gotten first, more than one month earlier. And included in that mail should also be the info that calling the support team will help speed things up which they only mentioned another month later.
  4. You understandably got frustrated so instead of cooperating you just got angry:

Actually you didn’t and even if you had the latest software installed when you wrote your first message there were several updates in between. Judging by the fact that your screen didn’t work during that time you probably didn’t update. Savvas sent you a link to a guide to updating your FP2 which works even without a working screen.

As I said I completely understand your frustration, but there is a quite simple solution to your problem: Write your order number and IMEI number into your support ticket if you haven’t already and then call support with your ticket number at hand.

1 Like