Dear Fairphone Community,
Thanks again everyone for your feedback. I just wanted to let you know that I’ve forwarded it to the relevant teams internally. 
Clarifications about the new support process & Self-Repair Portal:
We also want to clarify that the new Self-Repair & Troubleshooting Portal was implemented to be a solution-accelerator, not a hurdle. With it, we want to make sure that every single one of our customers receives a timely and effective resolution.
What this means for you:
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Fast Access to Solutions: The portal guides you through the latest troubleshooting steps, resolving most issues quickly.
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Repair Path: If a hardware fault is determined, you can send your device for repair via the portal.
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Guaranteed Priority Support: If the portal does not resolve your issue, it will automatically prompt you to create a new, priority-flagged support ticket. This new ticket will be handled by the support team with priority.
We hope you appreciate this new support portal, empowering you, in Fairphone tradition, to quickly repair your device yourself.
Next Steps and Your Feedback:
Since the Self-Repair Portal is still new, your feedback is invaluable for its optimization. If you encounter any issues or have suggestions for how the portal could better help you, you are welcome to share your feedback in this dedicated thread: https://forum.fairphone.com/t/big-milestone-repair-request-portal-is-live/125199.
I will gather and forward your feedback from there to the relevant internal teams regularly.
Thank you for your constructive engagement. We are working hard to be able to deliver the service and long-term support our community expects and deserves! 
Best,
Lotte (Fairphone Community Manager)