Hi, yes I did. I sent my data, SMEI and stuff but I am still waiting for a response. But hey, that is not a problem at all, Fairphone can just chill. Who needs a mobile anyway…? it is 2025 and absolutely no big deal, I mean I cannot transfer money, book trains, open my apartment, communicate… easy. After the sudden death of my FP3 (common problem) now this shamefull problem with the fp5.
Well that sure does explain things. I guess they are struggling economically. Surprise surprise.
Hey @No1! Thanks for caring about Fairphones as well.
I found your same message in 3 different topics quite annoying to be honest. And I did not want to respond to it, but now @loseyourself picking it up, I thought it’s not the best to leave your statement just there.
I’m quite certain almost all forum users are annoyed by the slow support, sometimes randomly closed support tickets, etc. Also by the only very slow improvement, even though improvement was promised so greatly. You will find several posts by me asking for improvement and criticizing it (here the most recent one).
But about their support stuff: Earlier this year, Fairphone has reportedly doubled their amount of support stuff:
Hello,
Thanks for your comment, this is currently being escalated internally. We will share an update soon.
Thank you for your investment in Fairphone!
Hello,
I am so sorry to read about the current situation with your Fairphone 5. As communicated in our previous updates, our support team has grown and processes are being implemented to provide quicker support.
We can not escalate cases via the forum but you did the right thing by opening a ticket and I am certain our support team will get back to you as soon as possible.
Thanks,
I cannot use my Phone with a USB headset. listening to music with it works fine. So my Phone was shipped already broken. I started a support request in July 31st and have not heard back since then. WTF? How understaffed can you be???
Wich headset do you use? My AKG also not work.
Reg your question about support, see above.
In case you want to search for help from the community with your actual issue kindly open a new topic and have a look around for similar discussions and provide details about which Headset you use amd if its not working at all or only partially.
@Matila I use a sennheiser Headset. But I think the Headset is not the Problem. I can listen to music without Problems. I can call someone in Threema or Teams without Problems. Only when I use the Phone app i dont hear anything and the other ist not hearing me. Tried different Phone apps already.
My fingerprint sensor hardware (FP5) disappeared during daytime with no special action from my side. My mail to Fairphone support got a quick reply - “we have so much work, but will contact you soon”. This was 3 months ago!!! Despite several friendly reminders from my side - nothing from Fairphone.
Even if the concept is great - this is why I bought the phone - but with no support this is useless! I never had a phone before that had problems so soon (1 y old) - and the Fairphone support is the worst I ever had!
It is really a pity that they do not care for there great phones!
I can fully understand your frustration. Things may break, even after one year. But no Support reply for such a long time is definitely not acceptable.
Still, as a recommendation, did you try to contact support via chat, too Human agents should be available from Monday to Friday between 10am and 12am.
AP and ACM: chatbots should not completely replace humans in customer service
Organizations that use chatbots in their services must always offer people the option of speaking to an employee. Organizations must also make it clear when you are dealing with a chatbot and ensure that the chatbot does not provide incorrect, evasive, or misleading information.
The Dutch Data Protection Authority (AP) and the Netherlands Authority for Consumers and Markets (ACM) are calling on organizations to take responsibility when choosing to use chatbots.
Consumer law already requires companies to communicate directly, effectively, and accurately with their customers.
Hi
I am deeply disapointed with my Fairphone, it have had many problems. One of the problem was because of bad communication between the swedish sells company and Fairphone or because the sellcompany was not doing it’s job.
But now I have tried to get help directly from Fairphone support, but they are not answering,I have been waiting since august!
The speakers doesn’t work.when I speak in the phone others can not hear me, though I can hear them.
And the battery is very weak, even though it shows over 90% charge, the battery only lasts about 5 hours.
I have tried by myself to solve the problem.
Why are they not answering?
Hello, for troubleshooting we are now advised to contact support using the self-repair portal. Of course it does not change the fact that they should answer to your ticket, but it might speed the process and will let you understand what is wrong.
For instances, if you can hear properly other callers but are not heard, most likely the issue is with microphones not speakers.
Please have a go and tell us whether that worked.
I know that in my case I need a replacement Part to solve the problem. But I dont want to pay for it, since it was doa. So I still have to wait for the Support to answer. Its been over 3 months now. Waiting since July.
I think it’s very strange – do you still have a warranty? I still have a warranty, so at least here in Sweden they would be obliged to act, otherwise they would be breaking the law. And moreover, it’s not easy to fix everything yourself if you’re not fluent in English
( I use AI for help with translation, but AI is certainly not perfect…)
I am really deeply disappointed, since I bought this phone for ethical reasons, and I need a mobile phone every day.
Thank you for your reply!
I think it’s very careless of them, especially since they claim to be an ethical company.
I still have a valid warranty, so they should be obliged to take action…I’ve tried following their self-help manual,
but the problem is that I’m not fluent in English
(I’m trying with the help of AI, but it’s still difficult, partly because AI tends to make things up).
When doing this self-repair test as you say all speakers seemed to work…if I have understod the diagnostic test right, but I also got this result: “mic three to bottom speaker” do not work properly,
But I don’t understand what to do with that information.
And I did not know there were connections between mic and speakers, in my own phone (thought there were only connections between my mic and speakers in other phones).
Does this mean there is something wrong with the mic in my phone, though people can here me while I speak without speakers?
Hello
It seems to me one of your microphones is indeed broken. Most likely you would need to contact your seller to send it in.
You can also contact the Fairphone Support using the online chat.
For local help (in your language) you might try to contact a fairphoneangel if there’s one close to you.
So bene che questo è un forum non legato alla società che produce e vende il Fairphone ma l’esperienza allucinante che sto vivendo è opportuno sia nota a tutti…
Ho acquistato un Fairphone (gen. 6) il 10 luglio scorso, contento della scelta di un prodotto ecosostenibile legato ad una apparente, condivisibile, filosofia…
Apparente, perché dal momento in cui lo ricevo cominciano i problemi. Dal terzo giorno d’uso si cominciano a manifestare problemi di spegnimento occasionale ed immotivato. Scrivo mail all’assistenza certo che l’etica espressa dal produttore sia coerente anche nei comportamenti.
Alla mia mail, più volte reiterata, ricevo risposta dopo un mese e mezzo.
- Prima delusione: il contratto di acquisto prevede restituzione con rimborso/sostituzione del prodotto, senza motivazione, entro 14 giorni dall’acquisto e questo comportamento nei confronti del cliente è una prima grave disattenzione contrattuale. Non posso infatti godere di un diritto per la inqualificabile scarsa solerzia del produttore.
Seguo la procedura prevista per fruire della garanzia richiedendo intervento sul prodotto. Per ricevere le etichette necessarie alla spedizione aspetto circa una decina di giorni e, speranzoso, riesco ad inviare il Fairphone al produttore il 9 ottobre. Il 16 ottobre viene ricevuto dall’assistenza che mi comunica l’inizio della lavorazione e l’esigenza di attendere una parte di ricambio per completarla. Siamo oggi a fine ottobre e tutto tace: il ricambio è sempre in attesa e non è dato sapere quando la “missione” avrà esito.
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Comprendo adesso le ragioni di una garanzia con copertura quinquennale visto che della stessa ho già utilizzato quattro mesi non potendo ancora utilizzare un apparecchio acquistato nuovo ed a un prezzo non modesto;
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Sarebbe stato corretto, a fronte di quanto rappresentato, provvedere alla sostituzione curando il rapporto con il cliente ed evitandogli attese kafkiane ma, evidentemente, la filosofia del produttore è puramente teorica e priva di coerenza nei comportamenti;
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Resto in trepidante attesa di conoscere quando potrò utilizzare lo smartphone acquistato.
Non credo che comportamenti come quelli rappresentati possano generare feedback positivi e certo con inducono a ripetere esperienze simili in futuro. La credibilità dell’etica espressa sul sito del produttore è sostanzialmente teoria e dimostra un comportamento analogo e/o sicuramente peggiore di qualunque altro commerciante.
I know this is a forum unrelated to the company that produces and sells the Fairphone, but the shocking experience I’m having should be known to everyone…
I purchased a Fairphone (gen. 6) on July 10th, happy with the choice of an eco-sustainable product based on an apparent, but understandable, philosophy…
Apparently, because the problems began from the moment I received it. From the third day of use, the phone began to shut down occasionally and for no apparent reason. I emailed support, confident that the manufacturer’s stated ethics were also consistent with its behavior.
My email, which I repeated several times, received a response after a month and a half.
First disappointment: the purchase contract provides for the return of the product for a refund/replacement, without a reason, within 14 days of purchase, and this behavior toward the customer is a first serious breach of contract. I cannot, in fact, enjoy a right to compensation due to the manufacturer’s unspeakable lack of diligence.
I followed the procedure to claim the warranty, requesting repairs on the product. I waited about ten days to receive the necessary shipping labels and, hopeful, managed to send the Fairphone to the manufacturer on October 9th. On October 16th, support received the phone, informing me that work had begun and that I would need to wait for a replacement part to complete it. It’s now the end of October and all is quiet: the replacement part is still pending, and it’s unclear when the “mission” will be completed.
I now understand the rationale for a five-year warranty, given that I’ve already used four months of it, having yet to use a device purchased new and at a considerable price.
Given the above, it would have been correct to arrange for the replacement, nurturing customer relations and avoiding Kafkaesque waits, but evidently the manufacturer’s philosophy is purely theoretical and lacks consistency in its behavior.
I eagerly await to find out when I’ll be able to use the smartphone I purchased.
I don’t believe behaviors like those described can generate positive feedback, and certainly don’t encourage similar experiences in the future. The credibility of the ethics expressed on the manufacturer’s website is essentially theoretical and demonstrates behavior similar to and/or certainly worse than any other retailer.