pretty sure you understand sarcasm when you see it…
Now should we tell him to try rebooting about 10 times, pressing power button 15 sec minimum when on the green screen of death ?
Additionally should we give him the link to this particular issue support ?
the info is here already, so not sure what you want to tell me and I guess we should stop here and focus on the point that maybe CS Team is not trained properly
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Hi, terribly sorry to hear about your experience. Just to clarify and possibly help others, was the guidance to update part of a sort of generic response - like check whether you have the most updated software in terms of troubleshooting, or was it expressed as relevant and proper in your particular case?
still, not excusable in any sense but I would like to understand the process.
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They wrote to me yesterday, July 29th. The email included 5 steps - update the phone, check and clean the fingerprint sensor surface, remove and add a new fingerprint, trying the phone in safe mode, and then additional steps such as removing the protective case and sending a return photo. It looked fairly generic to me, however I am surprised in the first step it referenced upgrading to a version of the OS which was known to be causing issues (I can see that the topic for this was opened 7 days ago on 23rd July). If people want I can upload the content of the email I received as an attachment.
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Wow without words really…
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I received a response for my ticket. They will send me the shipping labels to send my phone to a repair center. I have to do a factory reset before sending it. Otherwise for GDPR compliance, they are obliged to reset it anyway. Good to know.
I just turned my phone off and now it won’t boot at all. If you have problems with your fingerprint reader, don’t turn your phone off, whatever you do!
The worst thing is I can’t submit a support request because that requires the IMEI of the phone, which you can only get if the phone boots. I can’t even log into Facebook to slag the company off in public because that requires verification on a mobile device. I’m done with Fairphone I really am.
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Do you still have the cardboard package? There’s a label with the IMEI code there.
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The IMEI is on the cardboard package, on your invoice and if you registered for the extended warranty it should be noted there, too. However I do get the annoyance caused by the phone being so important for MFA and other stuff and then just suddenly not working anymore.
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So in such cases its more important than ever to have a working back-up phone (although thats rather contradictory in terms of sustainability)
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One of the ways to find your IMEI of a Fairphone 5 is take out the battery and inside on the left side of the phone one can find the numbers.
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I just got my phone back, repaired by Cordon Electronics. Beside the fingerprint fault, I also had the USB port not working. They replaced three parts: FP5_MID_FRAME_BLACK_V1, FP5_SECONDARY_PCB_BOTTOM and FP5_USB_C_PORT_V1.
I think that FP5_MID_FRAME_BLACK_V1 is the replacement part for the frame + button + sensor, while the other two are the USB port and the PCB where the port is connected.
I also got Android updated to version 15.
The repairing work took 3 days + shipping.
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Here is someone who can find an IMEI !
I guess cordon erased all your personal data ?
Anyway enjoy your “new” phone, let’s hope for an A15 update sorting this issue soon.
I had to reset the phone before sending it. Finger crossed for the update, because even if my is now repaired, another sensor fault would make it unbootable.
Yes, one key question for some of us is: did they erase your internal data?
I copy here a snipped of the instruction they gave me:
Important notes
-
If possible, Back up your data and perform a Factory reset.
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To learn more about Google’s back up system, read Back up your device.
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To comply with GDPR, we perform a mandatory Factory Reset on all devices that arrive at our repair center.
[…]
So, you have to reset your device. Otherwise they have to reset it due to GDPR.
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My phone also has been just returned from Cordon Electronics after the fingerprint sensor repair. The repair itself was 1 day + 6 days of shipping. They wrote in their report that they did not find any malfunctions within my sensor (yeah I made that up 
) but they did change the mechanical part and updated my phone as a preventative measure. I just switched it on, sensor works, I hope it will be so, fingers crossed and i wish that everyone who is still waiting for this problem to be resolved, get it resolved asap 
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Ahm, and also, I am kinda scared right now to download new updates, there is the last one of 5 August 2025 VT2D.C.054, if anyone after repair the sensor successfully installed it, write please, cause I myself am very cautious to take this risk
If your sensor works there is no risk, but you can postpone the update untill the “dead sensor anti brick” fix comes.
I did the “quickstep fix” update with a working sensor without problem anyway (I don’t use fingerprint sensor but I know it works because i didn’t brick my FP5).
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