With this provocative question, I am asking you for your experiences and to help me with my decision. I’ve been with Fairphone since the 2nd generation. So, for almost 10 years now. So far, I have been very satisfied with Fairphone - with the device as well as the idea behind the device, and the team. Unfortunately, I am currently experiencing that the longevity promise does not work. Because this requires not only devices that are easy to repair, but also available spare parts (in my case a battery for the Fairphone 4).
There is no information in the shop on when the battery will be available again. The chat function is closed due to structural improvements. And my request by email, asking when the battery will be available again, has so far gone unanswered.
As you can probably understand, a mobile phone without a working battery has lost its usefulness. So, I’m currently faced with the difficult decision of whether to wait for Fairphone’s reawakening or go for a way without Fairphone.
Have you had similar experiences, or am I an isolated case?
Perhaps Fairphone would be well advised to reduce their ambitious fair trade goals slightly and instead not lose focus on the people for whom they build their devices? Otherwise Fairphone could end up being the fairest company in the world with no customers, which would be a great pity.
I agree that current issues with the support undermine the trust in the company.
I would argue that issues with the spare parts availability do so to a lesser extent, especially when the missing part is soon to be expected, but that is a subjective view;-)
I checked several shops online, some list it as out of stock, some say it will be available soon, giving dates like 13 June or 26 June. Murena webshop seems to be having one available at the moment,
How do you know that the battery is soon to be expected? There is no note on this in the shop.
However, I totally agree with your replay. In particular, that we should focus on a solution instead of complaining. I already had the idea of using third-party providers.
Regardless of that, it’s as you say: in my case, Fairphone’s performance is a loss of trust. And that is bad for a company that lives from trust in fair products. The solution could be so simple. Fairphone should simply communicate transparently when the spare parts are expected to be available again. The fact that a spare part is not in stock is not the reason for my complaint. That can happen. How they deal with it makes all the difference when talking about focussing on customers.
I really hope that Fairphone improves here. Because I actually want to continue supporting Fairphone.
Thank you for taking the time to answer me and protect Fairphone’s reputation!
Hi
I got this information from some resellers, not on the FP website, I believe Reichelt was one of them (but the website is down now so I can’t double check)
You are right, it would be nice to have it on the FP website, a nice and practical solution.
And I wanted to help not protect FP’s reputation, that’s not my job
I recently bought a new battery direct from FP. Postage was expensive but it arrived within the promised 5 days. Unfortunately the battery didn’t work. It was difficult communicating with them but in the end I got a phone number through the chat function, when it worked. They seem to have closed down all customer service centres in the uk and the chat is only available at certain times. However when I did speak to someone they were helpful and replaced my battery.
My advice would be tohang onto to your old battery until any new one has worked for a week and is regularly charging well.
Its not easy for them as most phone shops wot stock them as 'its not worth their while, ’ to quote one shop. This is because they want you to buy a new phone every two years.
Fairphone need to sort out their customer service, or sadly a good sustainable idea will bite the dust
Good luck
I’m also waiting for news about the FP 4 batteries they have batteries for FP3 and 3+ so hopefully it’s not done on purpose. little dissapointed but we can only wait.
Just talking about the battery/spare part issue. The FP4 battery was unavailable a few times now:
April 22
Dec 23
It became available after a few weeks back then, so hang in there and put yourself on the notification list. I also need a replacement battery, but fortunately mine is still working reasonably well.
Edit: And I think a lot of FP4s are now getting to the age where they need new batteries, so maybe there’s currently also more demand than usual.
they have batteries for FP3 and 3+ so hopefully it’s not done on purpose. little dissapointed but we can only wait.