Hi
The current reply time is 18 working days (in reality 5 weeks).
ofcourse that should not be…
…can’t do much than wait.
That means, I have to wait for one more week.
Just one more week and you will have a response, just one more week…
Almost 2 more weeks without an answer …
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I reported an issue to the support on February 11.
I got a message "Our current reply time is about 16-18 working days. "
Still haven’t heard anything. Is this normal?
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It’s unfortunately the new normal. Many people including me got the same. Mine I think is even older than those 18 days, still no response.
Support is as good as dead.
It’s 29 working days for me
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The support replied on march, 19th (after almost 6 weeks). I had further questions and have to wait obviously another 6 weeks …
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I’m not sure its just my experience, don’t treat this als reliable information:
it looks like the messages are pre filtert within one working day, there will never be a anser but was ones visible when did check my support case on the Fairphone website (using the link in automatic replay).
if a seport case is already answered ones, normally get the next anser from the same employee.
this second reply will often be faster.
still prepare for a waiting time of more than one month.
only solution is to keep patience,
wich you good luck.
greetings
Tom
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Today is a great day. This is my one month anniversary of writing Fairphone support because the FP charger i bought just broke.
0 response and I did wrote back with all the necessary information that the automatic email asked me to provide. I can’t use their chat because I am at work when it is open.
Isn’t this great?
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Which link is that? There was none in the reply and neither a case number or something.
All i got was this:
" Thank you for contacting us!
The details you’ve entered in the contact form indicate that your request is about a Fairphone that you already own. Please try to find an answer in one of our 100+ Support articles or submit a new request through our Troubleshooting tool. This way, you might be able to find the answer you need and we can help you much faster.
If you haven’t found the answer or solution you need in the resources mentioned above, please reply to this email within 7 days and one of our team members will get back to you.
Our current reply time is about 16-18 working days. We thank you in advance for your patience!"
I answered, but got no reaction yet. I’m waiting since 2 months for a reply.
The lack of support is really the only reason why I wouldn’t buy a FP again.
Hello, i don’t have mutch to contribute but i am having the same issue.
Early March i sent in a support request via email, the only reply i have received is an automated message saying that support takes 16-18 days…
Besides that i spent like 6 online waiting in the support chat today and i was unable to contact anyone. I am seriously considering sending a physical letter to see if that might work.
Hi @sjskrit,
You can use the following link. use the emailadres you dit use for your seport ticket.
If you need Fairphone support for a different question in the future (if it is something we cant solve on this community form), I recommend using the Fairphone app installed from factory on your phone, instead of the Fairphone website.
Greetings,
Tom
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About a month ago I opened a support ticket and 10 days later I got a an automatic reply letting me know that if it’s urgent reaching out to them via live chat is recommended. In my case it’s not urgent, so I didn’t, but I feel sorry for the people whose problems are indeed urgent.
What also worries me is that they don’t seem to hire new people for their customer support. I wonder what their strategy for improving the situation is. I hope the people working for their customer support are doing okay.
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Ok thanks. I can see now that the issue is still open and nothing happened in the 2 months since.
Okay a day after posting my first post i have an update.
Today at 09:00 on the dot (Dutch Time) i connected with the support chat.
I had to wait a few minutes before i was connected to a person who helped me in 15 minutes.
That is a lot faster than having to wait 6 hours like i did yesterday and not get any help.
Anyway, the chat still works, but make sure you are there very early, i think they have far to little support staff and should get quite a lot more, still the help i received was polite and helpful.
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Ok I’m a bit upset.
After 2 months I got a generic reply that didn’t really hat do do with the issue that I reported.
I guess I’ll wait another 2 months now?
Not really the support I expect for a 600€ phone.
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If you can, I’d try the chat. They are open all of 6 hours per week, so I wish you the best of luck. Or if you bought it with a credit card, I’d contact the credit card company.
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