Bonjour, excuse moi que ma Francais est très male. J'espère que tu peut me comprendre en anglais.
If you have submitted a support ticket, you will have received an e-mail in which it says that the support is pretty busy and it might take some time until they process your ticket. I have also submitted a ticket on a similar issue. I don't know how long you have waited, but I wouldn't wonder if it takes them more than a week to respond.
I know it may be hard to be without your phone for a while, but with a small company like Fairphone, you cannot expect a response time like you get from Apple or Amazon. We should all know this when we buy this product, hence we have to deal with the fact that we have to be patient.