I understand Fairphone’s decision, even though it’s not something I like to see. It must have been a painful choice to close unsolved support tickets older than a certain number of days. But given the serious issues with their support system, it’s also a logical step.
Facing a backlog of 3–4 months and struggling to keep up with new requests, there’s simply no realistic way to catch up. Closing old tickets , definitely not a nice stap, may be the only way to clear out requests that were already resolved, became irrelevant, or had no realistic chance of receiving a reply.
I hope Fairphone now has a better system in place. One where similar questions are grouped together, so known issues don’t get denied or overlooked again, like this one.
it hopefully would make responses more efficient and accurate, allowing research and writing to be done once and reused for all customers with the same concern.
This clearly wasn’t happening before, and it caused a lot of frustration for me and don’t need to read far back to see by others as well.