I just got a response from fairphone that I will get a replacement charger.
That’s great. No extra BS from them after all this just: okay, it broke under warranty and can’t be fixed here is a new one.
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Knowing that I am not the only one waiting makes me feel less alone. However, I wrote to support 1.5 months ago because my fairphone cannot start. I stayed for 2 weeks WITHOUT any phone, then I activated another old one. After 3 weeks for my birthday my family gave me an iphone. I am sad: I love my fairphone and its philosophy, it has been with me for 3 years and in these 3 years I have advertised for it. I am also convinced that our society must learn to wait again and tolerate long times. I was willing to wait patiently for an answer. But I do not live alone. Being left alone by the support service has nullified my words.
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Today is Thursday 10.23 Amsterdam time. I waited a week to be able to chat about my broken Fairphone 4 because Fairphone support were on holiday last week. Live chat should be available this monring but its not. I sent an email some days ago and got an autumated response but nothing else. I have had my Fairphone for just under 3 years, if I can’t get a response from Fairphone support its destined for landfill. I already had to buy a Samsung phone replacement because I can’t be without a workphone for so long.
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Unlucky you, the chat is not available for now, see the latest post from @Meaghan: Fairphone Support no longer available - #82 by Meaghan
Old, broken phones don’t go for a landfill though, but to recycling, please.
Before you do so, I am certain there are users in this forum here willing to pay postage for you to ship the phone to them instead of recycling it, though.
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My ticket about a broken FP4 is now over 2 months old, so don’t expect a response anytime soon.
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My FP5 has only being busted for a month, guess i still have to wait for a month or two then… Did jess quit or did she have a burnout ?
But one has to wonder, what the point of having a phone with long term support if their is no support and you have to have another phone on hand at all time to wait for someone to even look at the issue.
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It’s a joke at this point, really.
As much as I liked Fairphone, I’m now regretting buying it to be honest. I have a bricked FP5 that can be repaired by them only. Believe me, I tried. It was more than a month ago, so not that long seeing other wait lireral months without response. For few weeks I tried, every Thursday and Friday, to contact them via chat. Of course no response. Then they had some holiday on these days, and now, next week they just closed support altogether. With all stories here, contacting FP support is worse than getting permits for house construction in my country, and that’s impressive. I’m literally considering contacting Murena if they can support me, even though this FP5 wasn’t bought from them with e/OS.
I had no issues with paying more for this phone, even though I could have way better specs for the same price buying different brand, just because repairability and ‘fairness’. But what’s the point of a long term support when there’s no support available at all? I was convincing my fiancée and father to switch to Fairphones, when their current phones reach eol, I even considered buying rumored FP6 and giving my FP5 to my fiancée, but at this point I’m glad they didn’t switch and I won’t be buying FP6. Right now I’m using an old Xiaomi phone, as my FP5 is just an expensive paper weight now.
I understand this is still a relatively small company, but, at some point, there’s no excuse for a such poor customer support.
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Opened a ticket 8 days ago, phone doesn’t get up. Sent up 2 times. Silence. End of the game for me with Fairphone.
Fair enough that you won’t buy another phone if support is bad but it was heavily recommened to not make another support ticket if you don’t get a response.
Also their response time is 2+ month, so yes, it is awful right now.
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I agree with you fully. I had to basically stalk them and eventually I got a replacement, but it took a full two months and first it was sent to repair only to be sent back with nothing fixed. I’m baffled that a reputable company that sells expensive products in its category would have such incredibly poor after sales support. For another request I waited 3 (!!!) months to get a reply. My replacement phone now ALSO has issues… and I dread having to go through all this nonsense again.
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I’m really frustrated here.
I got an FP4 2.5 years ago since I love the concept.
In early May I got a grey vertical line on my display and contacted FP om the 6th of May to see what can be done. After 10days I got an automated email stating that I havn’t been forgotten. And nothing since.
Yesterday the display went blank, opening it up I noticed some water inside the phone (took a photo in rain earlier that day).
Apparently the glass-part of the display has loosened from the plastic frame and let water in.
Since I cannot contact FP in any way and I really need a phone I ordered a replacement screen.
I was waiting on the FP6 as an upgrade, but I’m really reconsidering this because of the complete lack of customer support right now…
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Off topic here but please check the phone carefully for the water damage
Yeah Meaghan, thanks for the warning.
I disassembled the whole phone to check for water, luckily it was contained to non circuitboard parts.
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I’m quite frustrated on the lack of support @ Fairphone.
No phone or chat support. Only email which never have been answered.
Anyone overhere who has the same experience?
I’m within guarantee period. My USB connector stopped working. Now suddenly my touchscreen stopped responding. Allready bought me a new connector so that part is solved for now. The touchscreen happens now during my holidays… Happily took my very old Chinese Huawei with me, which saved my ass… : slight_smile:
Yes I can buy a €100 new screen and easily mount it anyway… But how about the normal guarantee I should get?? It’s so F**** frustrating to not get in touch with them. I love the concept of repairable gear and everything we can do to help the planet a little. But Fairphone should take their responsibility to their involved customers aswell. But anyway I’m glad to now where they reside in Amsterdam, close to my son, so after our holidays time for a visit and maybe a coffee too… 
On May 29, 2025, I contacted support because the microphone was defective. I followed up several times and even provided additional information, but I still haven’t received a reply. The chat is also unavailable, as it’s closed until the end of June.
In the end, the only option left is to turn to the retailer, who is legally responsible for warranty claims. Normally, customers don’t do this because the manufacturer warranty is available. But if Fairphone’s support keeps failing, retailers will have to handle more claims—something that may lead them to stop selling Fairphone products altogether.
Sending several mails for the same topic normally slows things down. And yes the reseller is responsible to handle warranty claims, for me a rather normal process and defined in FPs legal docs.(Edit: the legal docs seem to have changed and I cant find any longer the info reg the reseller. However they only have a few authorized reseller and either way I would always suggest to first contact the reseller).
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While I am truly upset about the current support issues (not only it leaves people in the dark with their devices not working but also undermines current FP efforts), I would like to support @yvmuell suggestion to contact the reseller first
Where to get help
If you need to make a warranty claim, you should always approach the company you originally purchased the device from. The costs for any repairs, replacements and shipping, if applicable, will be arranged by that company. (…)
Not directly via Fairphone
- Purchased from a reseller: It’s the resellers’ responsibility to help you further, so we would appreciate you contacting them if you have any issues.
https://shop.fairphone.com/warranty
More legal documentation on the warranty can be found here
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Ah you found what I was looking for, so its still applicable. Thanks 
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Though this is legally correct, it sadly doesn’t solve the practical problem for the customer as long as the Fairphone support isn’t operating properly.
It just means that reseller & customer now wait together for a response from Fairphone 