Fortunately I don’t have any recent experiences with any defects and thus not with the handling. But do resellers really have to go through the customer support or shouldn’t they have any kind of fast track towards Fairphone? How are the experiences with warranty claims done through resellers? Apart from waiting times, does it work with spare part replacements or will they just handle it like any other phone and swap the whole device? If the latter is the case, is this a source of second life devices for Fairphone?
If in a few years I decide to buy my Fairphone 9 or so, I will probably buy it at a reseller instead of at Fairphone directly. But who knows what the situation will be like then…?
This is exactly what a Munich community member reported after having faulty Fairbuds, bought via a reseller. The reseller also had problems reaching FP support and finally ended up in just replacing the device after a waiting time of a lot of weeks…
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From what I read here in the forum, I had the impression thats exactly what is not happening! Its faster!
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FP support seems completely unresponsive and did not react to my broken hardware ticket in my FP account for 2 months(!). So the 5 year warranty seems currently worthless.
Do other users also experience this? I did not find a discussion in the forum.
Closing in on 3 months here. Nothing you can do with the live chat being closed currently.
chat (seems to be) BACK
OK. not yet, not clickable 
Edit. While the link is not clickable, in the bottom right corner there is a clickable box, which opens the dialog box. I will give it another go in the afternoon
Edit2. Now the link is clickable
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So you are saying since 3 months nobody gets a repair or support? That’s weird…
I guess “nobody” isnt correct.
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For me, the chat worked today
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nice so we have a Fairphone bot now?
or is this already for a longer time i never noticed?
There has always* been a bot as an opening conversation device
*Since the chat has been introduced.
But afterwards we were told it is fully human operated. How is it going to look now, I don’t know. I tried the dialogue box twice today, once got prompted to speak to a human agent, the second time asked to answer a set of questions.
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Yes there was some kind of bot to collect mandatory info first (like in the troubleshooting tool I think), after that the issue itself was handled by a human being and I hope it will stay like this…
i hade not noticed, Thanks for explaining.
The chat is not working on my FP5 i can start the chat but the keyboard will close itself all the time before even possible to touch.
using Fairphone 5 google chrome.
ore is it just me doing something strange?
Update: I reinstalled Chrome. issue is solved now.
thanks you @Meaghan to let me know the problem was with me.
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(update).
I have solved all my problem thanks to live chat… they will send me a new charger and a new long life cable…they recognize missing point about keep club program.
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It is highly frustrating to have such delays. For example, my Fairphone is being held by UPS because when it was shipped the customs documentation wasn’t filled in correctly. It will probably end up getting returned to Fairphone given how long it may take for them to respond.
A 10 second mistake causing a delay of days. Processes really need to improve in the supply chain.
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So my Fairphone 4’s battery drains extremely fast. I can maybe use it for 2 hours at a time on the lowest brightness before it’s empty.
Because of that I had to charge my phone a lot more often and now my charging port does work correctly anymore. Some charging cables don’t work at all, some only in curtain angles and so on.
I tried to contact the support on the 1st of June. At the 17th they answered and offered me a free replacement part, I had to send them the address and invoice. But I never heard back from them and did not receive a replacement part. I opened one more ticket but that didnt get answered yet.
What am I supposed to do? The phone is under warranty and the issue is covered by warranty? I think this is a very bad business practice to avoid repairing products of customers that they would have to pay for.
Moved your post to one of several topics about support availability see above and best is to use the online chat during its opening hours