Ok, I don’t think, that this really represents my experience with FP.
I give it, that the support team seems to be drowning in work, taken sometimes ages to react with a helpful response. The communications skills leave much to be desired; according to the reports given by customers in this forum.
On the other hand I am not sure, to what extent that is representative or mirroring even just what the majority of users did experience.
Whatever brand you will browse the internet for, you will find lots and lots of ill treated and extremly unsatisfied customers complaining about the company. If you go by them or that kind of reaction in general, you will never again buy anything.
I at least can not confirm the bad behaviour of Fairphone support.
First of all, the two broken back covers (a design flaw of the first - regular - covers) were addressed and solved immediately.
In addidition they support this forum and the user community by e.g. phones for developers, support for the Angels-program etc. That at least is not usual for companies.
Finally, one should always keep in mind, that the reports in a forum like this one are always only one side of the story. Sometimes it’s just small and unvoluntary “mistakes” on the user side, that are causing problems, like using a wrong mail address, opening new tickets for a support request instead of using the already given identity code etc.
I don’t mean to imply of course, that those user/customer reports are fake or exaggerating or that FP is always great and their support flawless. Just keep in mind, that the forum has about 10,000 users, equaling a maximum of 10% of the more than 100,000 buyers. Not all of the users are here for not being satisfied with their phone or the support, while not all unsatisfied people are users here. I have no idea of course about the customer satisfaction with FP in general, but the maybe 5% “angry” customers in this forum are a distortet picture of the reality out there.
Maybe that’s because they happen to look at their customers as a “Community” which is maybe a slightly different concept, but mentioned quite a lot on their homepage.
This stance might need reconsideration, as (especially future) customers don’t know or care about this concept, when buying the phone in an online shop or in their city at a mobilcom debitel shop.