I had the same difficulties: foolishly I had checked out as a guest rather than making a customer account, so had no access to self-service.
If doing it again I would:
Use a reseller rather than fairphone. I wanted the one loaded with /e/ and would get it from Murena.
Make sure I establish an account to check out my order
My speculation is that they are overwhelmed by new customers who are distancing themselves from US based IT firms. I suppose unexpectedly high business is a good problem to have. But for a customer perspective they seem to be a victim of their own success.
The good news is there is a decent reseller directory accessible from the Fairphone homepage. But I wonder if they could do more to get customers to try their local distributors before ordering direct?
From homepage, hover mouse over âShopâ â > Buy in a store.
There is a map, and if you have a retailer in range and they have it in stock, lucky you. Otherwise scroll down to âorder online from our partnersâ and pick your country.
The reduction of meaningful support to only 6 hours on two days of the week during times that most people will be at work (and some people canât have time allowed to contact tech support during this time, or not use their employerâs computer) is dreadful. Until my recent tech support experience I would have recommended Fairphone, but unfortunately I can no longer do this until they sort out their support and start responding to emails in a timely manner again.
I had a support request in a week ago & sent in all the requested photos the same day. Please can someone let me know what the expected response time is as I have had no response yet (other than the initial automated one) and my phone is still meant to be within warranty. Thanks.
FYI - Iâd already gone through the checklist for seeing if I can get my fairphone 4 working (it isnt charging & Iâve already changed the battery & now the new one has run out of charge I cannot charge that one either, so no working phone).
Thanks for any help