At least they started admitting it. This was in the footer of my last support request:
Our current reply time is about 16-18 working days. We thank you in advance for your patience!
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Wow its getting worse and worseā¦ This note could also be found in the past especially during bad times ,however I think its the longest time span I have ever notedā¦
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At the moment there is a flu epidemic in the Netherlands. Itās affecting everywhere.
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Same happening in hungary too. Today third of my co-workers where home due to flu.
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Investment in Support Staff would be a recommendation from my endā¦
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A bit strange to cut down on chat hours in an attempt to help more people, not gonna lieā¦
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especially when you considering how much it was already reduced from the original times.
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Yes, now it feels like a new meaning to āurgent mattersā.
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To me it sounds logic, because when you have less interruptions from chat you can focus on answering mails. I assume most of us know how disturbing Teams can be, when you want to concentrate on something at work. And everytime you got interrupted you have to start new on the task you did before the interruption and so everything takes longer.
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I just want to give an update:
After 2 month that the earbuds arrived at cordon, I got the information that they were processed and I got the refund.
Funny thing: Cordon ārepairedā them and sent them back to me 
Of course the support was to slow to react and couldnāt reject the paket since the carrier just placed it in front of my door.
Seems to be really complicated this service stuff.
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it seems sometimes patience pays twice 
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Waiting for an answer for almost 3 weeks.
Edited to say that at the risk of sounding extremely silly I did check the chat on Saturday assuming itās Friday. Will check again on Monday to confirm. Confirmed on Monday.
Update.
They changed the information but still operating under the limited hours.
Even more confusing then before.
You need to scroll down to find the updated limited hours or try the live chat.
Given sometimes you need to make arrangements to be available to chat during standard working hours, it is a bit disappointing.
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This is the last paragraph on the first page of the support webpage.
Is this a misunderstanding of the english language or just Trump-ism ?
"Due to a high volume of requests, we have limited our chat opening hours to assist as many customers as possible. "
It then goes on to say that is you have an urgent support enquiry you con contact them on Thursday and Friday before lunch . I mean all kudos for being honest but I think as a service industry you could at the very least hold business hours throughout the whole week . . .
Hi and welcome to the Community forum, ogduin.
There was already a discussion on the chat opening hours, so Iāve moved your post here.
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4 weeks and and still waiting for an answer ā¦
Did you receive a ticket number?
Is it possible for you to chat with them?
10 days after I created a ticket, I received the following (automated) email:
We apologize for our delay in responding to your message.
With this message we want to assure you that your request has been received, and we are doing our best to get back to you as soon as possible.
To prevent further delay, we would like to ask you to not create multiple requests. If your request is urgent, then please reach out to our support team via Live Chat.
We also have an Online troubleshooting tool and useful Support articles to help guide you at home.
We appreciate your patience and value your continued support.
Your Fairphone Support Team
I didnāt receive a ticket number. The subject was āSubject: [Fairphone] Pending request: ā¦ā
Nothing since then.
A chat without ticket number makes no sense.
Well they invite you to use the chat.
1 Like