I have to work between 10 and 12 so thats not an option for me.
Maybe fairphone should just hire more support agents if the current amount is not enough to handle all support tickets.
I already had a bad experience with the fairphone support once and this time it’s even worse so I will definetly not buy anything from them again.
Well we users feel with you, however cant change that.
I would order the USB Port module and when it fixes the issues ask for a refund once support answers
I tried that the last time my charging port was broken. They told me that they cant refund me and can only offer a 10€ or so coupon.
What’s up with support now? I tried to use the chat (~a week ago), sent the request around 10:30, got redirected to a human with a notice saying something like “large volume of requests, might take a while, please be patient”, after an hour or so I sent another message “how long is the wait time?”, just got the same automatic generic answer again. Until 12 I didn’t get any reply… Pretty useless imho if support is only there for 2 hours but you obviously wait longer than that…
I then decided to try it via mail/contact form which redirected me to the troubleshooting thingy. Filled out everything and got an email with a ticket number. After a few days without response I checked the website and my request was marked as “solved” without any response or comment… Didn’t even get an email about the status change…
My issue is about the ghost inputs on the FP4 which got really really annoying lately (already did the disassemble and reconnect the display “DIY-repair” a few months ago with only very temporary success).
I really like the idea/concept of fairphone but this ghost input thing and especially the (not-)reaction by fairphone itself is a real bummer and makes me really think about if I should recommend fairphone at all…
Support is a real Problem for the Future of Fairphone. If they cant get this right pretty soon, they might as well stop selling new Products.
I agree.
I have had a FP since version one. Love and support the idea, and up until now the support have been excellent when I needed it ( last time August 2024).
I am currently on FP4 and was mostly happy.
But now I have two open requests, that are being completely ignored.
Both have been open for about a month with no answer or human reaction whatsoever.
Also the requests were closed as solved without resolution or explanation.
The automated support works for simple stuff, but when it pushes the support to human interaction everything dies. Have been waiting for hours on the chat and no answers to any email.
Without support the whole idea will die soon.
I have been recommending FP left, right and center, but that has stopped and I don’t dare buying anything from them, until they start supporting their products again.
Hello. My Fairphone 5’s fingerprint sensor broke, almost 3 months ago, exactly as described here: Fingerprint stopped working, setting completely gone - #52 by Abro
About two months ago, after trying various things and resetting it a few times, I opened my support request. Since then, there has neen no reply by any human on that support request. Nothing is happening. I tried writing the chat, but the bot just asks me for my support ticket (I never get a human, not even at the times when humans are supposedly available), which I give it, and then it says someone will reply to my ticket, which never happens.
I’m completely stunned. I’ve recommended the fairphone to so many people, but now I feel like a total sucker. What use is a “long warranty” if no one ever replies? Is this all just a scam?
I decided that I will try to go the allowed legal way if I don’t get a reply by tomorrow, since it’s then gonna be 8 weeks without a reply, and demand my money back and a nullification of the sale plus my entire money back.
is it normal that fairphone just completely ignores support requests for months? Is it really just a scam nowadays?
okay, since the ONLY reaction to my post has been deleting it, and folding my post into this easy to ignore megathread..
it seems it’s time to try the legal way. I’ll be writing my letter tomorrow. what a shame to see this project die like that. sorry for everyone who bought the fairphone 6. any reviewers of the fairphone 6 definitely need to mention that the entire idea of “sustainability” and “warranty” of the fairphone is currently only hypothetical, since you’re basically buying future e-waste when you buy a fairphone, as you have only a paperweight if it breaks, and don’t get support.
Well the forum is a user forum and no way to officially contact FP about such things and thus we merge posts with the same topic together
I get that, but you’re the first human to reply to anything relating my issue since I sent the ticket 54 days ago, so I guess support for, and this product itself, are probably dead.
Hi @deno,
I do understand your frustration, and i agree that a average response of three months, is not acceptable.
i only can inform you that Fairphone mostly respons to questions after about three months.
The company is still alive. only slow, verry slow.
when they get in touch, they will, they will do there best to help you.
Tom
I have zero confidence here. So what if they reply after three months? (which I don’t believe they’ll do). Then I send my phone in, and have to wait another 3 months or more to get it back, losing my phone, at best, for half a year, or possibly forever, if they lose it?
Because this sounds like at best like an extremely chaotic RMA process, no company worth their salt and having any respect towards their customers would react like this. I seriously fear that if I send the phone in, I will just be left with nothing, nothing apart from losing my money.
Hi @deno,
sorry to hear you lost all trust in Fairphone, I’m a customer like you (we all here) so i can’t do anything with your warranty case.
Fairphone only have a few customer seport employees, not enough to answer all questions we ask in time, you are in a long waiting line to get the help you need. no worries they do answer, i know from my one experience.
You can read the other post’s on this form, this question is often asked.
to make sure your support case will be handled as smooth as possible, check if your provided all the information Fairphone needs to directly transfer your case to Cordon Repair Center, that is the company how does the actual repair’s.
unfortunately it’s not possible to contact them directly.
I don’t know what the average time is for Cordon to do a warranty repair.
please read: (✏ The Forum Guide to... Fairphone Support) and check if you provided all information Fairphone needs to commit the warranty repair.
be aware to not start a new ticket, maken sure when you sent a extra message that you use your exciting seport ticket, if you don’t this will delay the answer to your question and that to other waiting costumers even more.
you can answer to your ticket using this link and login with the email address you did use for your first email to Fairphone:
all set, the best thing you can do is wait patiently for Fairphone to answer your seport case.
which you good luck.
Tom
Finally someone replied in the live chat (after only 10 minutes wait). Unfortunately the only solution is sending in the phone, DIY repair is not possible 
Hi all,
i am starting to get really frustrated with the FP Support. The Microphones from my FP5 are broken. I went through the troubleshooting process and submitted a request 7 weeks ago (end of May 2025). I have not received a response from them yet. My FP5 is still in warranty and i want to send it in.
Any tips on how i can reach the support and finally get my FP5 fixed?
Using the chat shortly after 10am worked for me
Same here. I’ve tried chatting, mailing, sending a follow-up on my previous ticket #1289486. No reply whatsoever… I also sent messages through Facebook and Insta.
The battery of my Fairbuds XL drains really fast, I’ve never been able to use it. I also have my second FP now, I really support their mission but I don’t think I would ever buy anything here anymore…
Hmm. I now only get the chat reply, that I shall continue to wait for someone to react to my support ticket. Feels like they are closing the chat option.
(In contrast to a few days ago when they let me at least wait for an actual person (which ended after 40 Minutes of wait with no result.))
They are not closing it, check the opening hours and if there are many requests at once you need to wait
DIY repair is not possible
This is incredibly frustrating. The whole point of the Right to Repair is to let people fix their own devices, without having to send them off to a distant service center.