An odd one this : I submitted a support request to Fairphone via the contact form on the website’s support page re a broken USB-C port on my in warranty FP5. I received an automated response saying to reply if I still needed help.
I replied, 1.5 weeks passed, and not received a response from Fairphone.
I then replied again, and got a reply saying to reply if I still needed help.
Am I stuck in some kind infinite reply-to-reply-to-reply loop without my messages actually reaching Fairphone?
Today I’ve also sent a direct email and Facebook message to see if that gets around the above. Not sure what else to do really to get warranty support here.
You received the automatic response with your ticket number, so yes it reached FP. All new mails to support will not speed up and rather cause the opposite. If you want speed up try the online chat next week. When you search the forum a bit, you will see support is slow and at the moment rather 2 weeks than 1.
Thanks, it was more that when I contact Fairphone I get a response to say reply to confirm I need a response, and when I then do what I am asked the only response I receive is to ask me to reply to confirm I need a response.
Ie: an infinite reply-reply-reply loop.
I can not tell therefore if my request for a response actually went anywhere.
In terms of using the online chat the message shown states simultaneously that it is available, and not available. Unsurprisingly, one cannot really rely on that. Hence trying alternative routes.
I have had a look on my FP support standard replies. Usually they provide me with the ticket number and the link and either suggest explicitly not to multiply the requests or to only reply of you have some additional new information.
I have a feeling ( and sorry cause I understand it might be frustrating) your request might have not indeed reach a proper person.
Could you please confirm that you have received a ticket number? If you log in to the support desk, can you see your requests and their status?
If not, I would suggest resubmitting the request using My Fairphone App.
Edit. The chat online should definitely be working within their working hours, please try a different browser to verify
I’ve tried Safari and Chrome on Mac and the chat is the same. It won’t connect, even though it is within opening times and says chat is open, and bounces to the contact form.
The email responses I received from the contact form do NOT contain a support number, just a request to reply to confirm I need support… which sends me into the loop I describe above. I’ll check by logging into Support to see if that answers this though. Good idea, thanks.
I tried to submit via the My Fairphone App but it would not submit. The form in the app is (or was?) broken. That is why I used the website.
I’ll keep trying… Thanks again for the help!
Edit : I cannot log into the support desk as my tickets were submitted outside of being logged in and are not linked to an account, just my email address.
Hi. it seems like an unfortunate series of events.
To clarify, my experience so far: I have been able to submit a request form via the app and via the website form, all my requests are accessible via zendesk and I have been able to access the online chat.
The last thing I suggest would be to resubmitting the form via the website but using the troubleshoot form for FP owners and not the general one
my experience is as well that the response time is much better using the FP app, and did get a proper answer directly. when using the online form i dit reserve a regular answer first, and only after a replay to that i dit get the right answer.
Can it be the app does send som kind of debugging data or and phone information with the service request? wat make it easier for the sepot team to understand the problem.
yes still talking about multiple weeks before a reply.
when using the app you don’t need to provide all the information that the form asks for.
I have a feeling that doing the troubleshooting first speeds up the process, so for example running the internal tests via the app.
Plus when I log in and check my requests, the information on how I did submit the request is also registered.
I would insist that a response at least the automatic one was received and the case registered thus opening a new one would not speed up anything. There habe been misunderstandings before about what mails were received or not, so without seeing actually what mails FP sent is abit difficult to say what happend.
That might happen when a customer responds before being contacted first by CS.
The message from FP was clear that I had to reply for my case to be looked at:
" - Please type your reply above this line -##
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. … 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."
So your request was def tracked in the system. Did you open a general ticket instead using the trouble shooter?
And you did answer then to describe the problem in detail, correct? Did you get then again a response?
I’m trying to understand what happend to maybe update our contactsupport topic with a few details.
Wow its getting worse and worse… This note could also be found in the past especially during bad times ,however I think its the longest time span I have ever noted…
