Hi everyone,
Thank you for your honesty and persistence, your feedback here matters deeply, and I’m sorry for the frustration many of you have experienced.
Our Customer Support team is actively working on a broader roadmap to improve response times and effectiveness. This includes hiring new team members (a Head of CS, team leads, and additional agents) and enhancing our support infrastructure. Please find more info in the Fairphone Customer Support Update - August 2025 I shared earlier this month.
I also want to acknowledge the concerns about how difficult it may be to reach a live agent, some of you feel forced to bypass the chatbot to get proper help. I’ve heard this feedback loud and clear, and our team is working to improve this flow so it feels more intuitive. The AI chat bot is in an early stage and is being improved further.
Thank you again for your understanding.
Sarah