A friend of mine just bought a FP6 from Murena. It arrived with not only the Fairphone seals broken (we understand that this is because they open it to install /e/OS on it), but with the Murena seals broken, too. The seals clearly state “Do not accept if seal is broken”. Okay, he didn’t want to accept it and got in touch with Murena. Seems like their support is just as busy as Fairphone’s support, a week later he hasn’t heard anything back from them. There is no return address (their own address in Paris must not be used for returns), they have his money and he would like to have a FP6 to use it instead of waiting.
Are there similar experiences? Is it just like with the FP support? Wait, be patient? Did others have those broken seals, too, but cared less about that? Thanks!
Is this the same case?
No, it isn’t, but it sounds pretty much the same, indeed. Thanks for linking this. The packet it came with was not broken, but just like over in the /e/OS forum it’s only one side that is broken at the actual phone packaging. But at least then we have one more occurence of that.
I remember @Kerryman once told me he had received (and returned) a Murena FP4 package with a broken seal, but I am quite sure it was shipped by Vireo back then. I don’t remember if it was a broken Fairphone or Murena seal.
Thanks for linking me @urs_lesse.
My case was slightly different: I had ordered my FP4 at Vireo, but with the e/OS/ being installed by them, not pre-installed by Murena. I expected a seal as proof of security, but there was NONE from Vireo, not even marks of a removed one. The fairphone seal was of course damaged as Vireo had to install e/OS/.
I returned the phone as I had no trust that the phone hadn’t been tampered with during transit.
Update: My friend received a reply from Murena in which they list two options: He either can reinstall /e/OS via the web installer on his own (connected with a little compensation) or he could have the phone picked up and they do that in their workshop, both to remedy any possible tampering with the phone. He didn’t unpack it any further yet after he saw the broken seals, so that will be the next step, and based on that a decision will be made.
(To me it reads a bit like they know what has happened to a bunch of devices, but who knows…).
Hello Everyone. I am also new to FP. Bought Gen 6 with e/os.
Seal broken on one side w/o a murena os seal at all. Should I be worried?
As written in my previous post I have the slight suspicion that something went wrong on their end which they are aware of but which may not be a practical problem. If you just want to use your phone and the parcel it came in was not damaged in any way, then you can probably just open it and - to be on the safe side - install the OS again from their web installer. If you feel that this is not the service that you payed extra for, get in touch with them and either ask for a compensation or let it pick up again to let them fix it. I’m almost sure that they would only renew the seal and that’s it.
Disclaimer: That’s all just guessed from my friend’s experiences.
You might want to clarify if you bought the device from https://shop.fairphone.com/ or https://murena.com/products/smartphones/ Martin’s friend bought from Murena.
Thank you Martin. I haven’t inserted a sim yet. Just wifi at home to begin understanding the Software. I’ll trust that everything is ok. Did not see one reply saying thiers was completely sealed. I am experiencing so many, same problems as others, that it might be awhile before it replaces my Goolged phone. Shame.
Fp direct. Thats probably way no murena seal.