Hi,
I raised a ticket over a week ago with the Fairphone support. I had a question about warranty as my USB port broke. I have not received an answer yet and then just bought a new USB port as I need my phone.
What is your experience with the support of Fairphone?
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Hello
I have never encountered anything urgent so when filling in the form I used the option: minor issue, I can use my phone.
The time of response varied and in most cases the issue was passed on to other departments for further investigation.
If I had any urgent query like the one you’re describing I would use the chat option.
I would also make sure I had used all the internal testing available to fasten the procedure and make it easier for the support to assess my warranty claim.
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chat has been unavailable all week. my fairbuds don’t work correctly and my 3rd party store is being rough with returning them.
I have also had problems with unofficial sources (AliExpress), I ordered items in July with a delivery date of August 12th and still have not gotten the delivery or my money back (9/17/2024).
They just keep sending the same email, “wait 10 more days”; it is just money lost, avoid AliExpress and only buy from the official store.
For reference, the support page currently reads:
Live Chat
Business hours:Mon, Tue, Thu, Fri: 10:00-13:00*
Wed Closed
*We have temporarily reduced our Live Chat business hours. We apologise for any inconvenience.
@Zak_Whipp You seem to be located in the US. Have you tried during those hours (CEST)? From a US point of view those are certainly not comfortable hours…
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Did you pay with a credit card? If so, ask for a chargeback.
FP support will refer to the reseller they dont offer support in countries they dont sell to
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Hello
My FP4 wouldn’t fully charge and then not at all, earlier in September, so I resorted to using my unstable and unsupported FP2, which had the benefit of charging. I tried the FP web chat and was offered a replacement USB-C port. I used the web chat again as the part hadn’t arrived within a few days. The member of staff from my initial contact was off work ill and hadn’t passed on details of my case, so eventually I received the replacement part. I tactfully requested that the member of staff probably needed additional training in how to provide a decent level of customer service. I installed the USB-C port and the phone works well.
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