Is Fairphone Support no longer available?

Discuss The Industry
290

I hear you and I’ve forwarded your very understandable feedback internally!

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291

Hi,

Is it normal that after six weeks of sending in a request on their website (and emailing them with a reminder on their “confirmation of request”, Fairphone still has not reacted. Their chatbot also is not of great help, it always send me back to theirs website.

It makes me doubt to stay (and advocate for) Fairphone.

Thanks

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292

@Jur See the post above with the excerpt from a Fairphone mail that they “are closing all original support tickets”. So probably yours already is or will also be closed. Good luck!

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293

Also in my case the seller’s warranty (Gewährleistung in German) has expired, and they don’t accept any support tickets because of that. While it’s a nice idea to have so-called Fairphone angels around, it seems to be another way of outsourcing work to voluntary helpers. That would be okay for a charity organisation or NGO, but Fairphone B. V. is a commercial company, and not one with cheap products. I also paid for the warranty, but I don’t get it. I already contacted our regional consumer advice centre. Let’s see what they make out of it. But it seems that Fairphone only understands legal action, and forgets the first part of their name when it comes to customer relation. My FP 4 was definitely my first and last phone from that company. Maybe I will try a Shiftphone when I need to buy another phone. Only two years warranty, but at least their customer service works.

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294

An Angel cant help in your case as its a) probably a warranty case and b) the mics are on the core module so can only be fixed by Fairphone

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296

I disagree. It would only work if you also eliminate all those who had submitted one of the erased tickets, because else they will immediately resubmit them (out of pure malice! :stuck_out_tongue:), so in the end you will not be facing a backlog anymore, but you will definitely face a huge mountain of new tickets… :roll_eyes:

In other words, it’s not a solution, it’s just creative accounting so you can claim to your investors that everything is peachy and everyone happy. The only real solution would had been to really solve those tickets, which of course would require people and money.

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297

Uhhm.. do I get notified if my ticket is closed?

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298

No, the notifiction is only showing that the ticket was updated. But at the same time usually they add the “SOLVED” status. If you answer the latest post of FP in the ticket, it is marked as “OPEN” again.

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299

Where does it show that? I got only a “request number” via email on September 30. I don’t see anything in the myfairphone app, and the chatbot isn’t of a help either.

300

I think this is a bit misleading cause some users reported receiving a separate notification. Plus, once the topic is closed, you cannot add any more messages to it.

@sjskrit
You should be able to access all your tickets in your support account.

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301

Go to: https://support.fairphone.com/hc/en-us

sign in, be aware that your neet to use the email adres how was used to create the request.

tap on your name top corner, and tap my activites.

Are you sure? that was always possible before. not gonna try, i dont want to re open a old ticket.

this is exactly wat i have experienced.

i still have a open seport request how is not answered or touched for 3 Monts according the counter on the Fairphone website.

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302

hi, just replying to that

I have several topics properly solved and marked as such,
at the end of them you can find a following message

obraz
obraz1797×1102 76.7 KB

I can then create a follow-up for a specific topic, which would automatically include the old ticket number, but it is a new ticket then.

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303

Hi everyone,

I’ve been a Fairphone 5 user for a year, and I’m opening this topic because I’ve been dealing with the same unresolved issues for months, with no real progress from Fairphone support. And I wanted to know if others have similar experiences with FP support and how are you dealing with them.

Before contacting support, I always follow the same protocol:

  1. I check the Fairphone Community to see if other users have similar issues. Nothing beats exchanging information with people who use the phone daily. And this has proven effective, for example, to find a workaround solution (tolerable but still not optimal) for FP microphone issues.

  2. If I can’t find a viable solution, I contact support. And this is where I consistently enter what feels like a loop.

For a few issues, I did not found effective solutions in the community but I did found users with the same problem, for example:

So I decided to report these to support (2 months ago), and the process always goes the same way:

  1. They ask for the build number, ask me to perform a service test, clear cache, update the phone, confirm my network provider, SIM details, etc. I answer everything and complete every step.
  2. Then I wait 10–15 days and receive a message saying the case will be forwarded to the “relevant department.”
  3. Then another 10–15 days pass, and I’m asked again whether I updated the software to the latest update.
  4. Then they say they will send the information to the tech team.
  5. Then, again, after more than 1 months I receive an e-mail asking the exact same questions about build number, network provider, tests performed, etc. And I am even being asked to describe symptoms (which I did multiple times) and if I am using and FP2 or FP3, which is disappointing since I mentioned multiple times that the issue is on my FP5.

This repeats in the same support ticket with the same support agent, and I’ve been stuck in this cycle for months. At this point, it genuinely feels like they prefer to keep me in this loop rather than simply tell me honestly whether the problem has no solution.

So now I want to know: Has anyone else experienced this? And what can be done in a situation like this?

I’m honestly very tired. I’ve never had so many problems with a phone in a single year. When people ask me about my FP5 experience, I tell them that for their own sanity, they’re better off buying a good second-hand or refurbished phone they can use for years without constant technical issues. If I could go back, I wouldn’t buy the Fairphone.

Thanks to anyone who can share their experience or advice :folded_hands:

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304

Yes, that’s the standard procedure, I’ve had that too. The English term is “stalling for time”, i.e. trying to look like they’re doing something, while not doing anything. :roll_eyes:

From what you can read 2 months is not that much. Their support has always been slow, and it hasn’t really improved those last years with their user base growing and Fairphone’s software quality not improving. Besides, some months ago Fairphone claimed being in the process of reorganizing their support, which shouldn’t speed thing up.

What can you do? Pretty little besides waiting, patiently. Especially since AFAIK there is no fix yet for the problems you mentioned, so before they manage to pinpoint the bug and create a fix there will be no point in talking to support, they will just give you some more busywork to keep you occupied. Consider creating a support ticket just as a vote, like “I vote you should look into this problem”… :slightly_smiling_face:

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