I received my FP3+ with a broken seal... what should I do?

[Greg]

Hi,

I just received my FP3+ and when I opened the carboard box, I discovered the FP box with a broken seal.
Do you know what is the process in this case ?

Thanks !

[Alex.A]

I think the first thing to do is to #contactsupport.
Is there any apparent damage? Apart from the broken seal, is there anything noticeable?

[Greg]

Thanks for your answer !

I opened a ticket, but if they answer in 1 or 2 weeks I would not want to make any mistake in the meantime.

There’s no apparent damage, the phone turns on without any problem. But the seal says “do not accept if the seal is broken” so I was hoping someone had the same problem in the past and would know what to do : use it normally (what I’d be encline to do) or send it back (please no ^^’).

[BertG]

Since you got a 14 day return period anyways, you could start it (as you obviously already did) and test if it fulfills your needs.
I just wouldn’t do too much setting it up, installing apps, taking pictures etc. In case FP support asks you to return it, you maybe have to undo this, but you for sure will have to do it again when you get a new phone.
Once the case is settled or you know what to do, that’s a different piece of cake.

I don’t know, if there is some setting, where you can find out, if your phone was used already.
Not, that I have ever heard of this before; but then, nobody reported a broken seal before; at least not that I am aware of.
(Well if the phone is looking fine and flawless, I guess I wouldn’t care too much about the broken seal, even if the phone should have been returned by another user, who maybe didn’t like the feeling of the phone.)

[Alex.A]

@BertG

if the phone should have been returned by another user, who maybe didn’t like the feeling of the phone

I was rather thinking about someone having opened it during shipping. But then he would probably have taken the phone…
It may also have been an accident during transport.

[BertG]

Or the one opening the package didn’t value what he found.

[urs_lesse]

I was a bit surprised and wondered if that was a seal added perhaps by a provider or dealer, but then I just looked at the box of the FP3+ I am still borrowing from Fairphone Maybe it’s helpful for others, too.

   

[Linn]

If the phone needs to be returned, it doesn’t matter when they reply. I recently contacted them about returning an order and it’s the date you emailed your question/return request that matters (has to be within 14 days), not the date of their reply