On Tuesday, Feb 5, I paid for and picked up a Fairphone from an official partner shop (listed and recommended on fairphone.com). On Wednesday, I found out it’s faulty and keeps getting stuck in a restart loop. I tried for many hours to fix it by following all their instructions in online troubleshooting (and forum posts). But no luck. Finally I gave up and decided to return it (as it seemed to really be a hardware problem). I went to return it on Saturday (as most people who work all week usually do such things on Saturdays!). To my surprised they said since it’s a Fairphone (and not any other common brand) they can’t do anything but to send it to Fairphone official repairshop as it is still in the guarantee !!
I insisted that I “paid for a new and fully functional device” and I should get one and it is NOT MY FAULT THEY SOLD ME A DEFECTED PHONE without my knowledge. But no luck. In the EU, customer always has the right to claim (usually within two weeks) when they are sold a faulty product whether a car, house, or even a T-shirt !
Why should I get punished for their mistake? No matter what, it is always their responsibility as the producer to provide their customer with the product and quality they’ve paid for. It is their responsibility to make sure their product is provided to the customer without damage and in the promised state and quality. It is their responsibility to fix the issue and keep the customer satisfied. It’s true that Fairphone is meant to be eventually repaired by the consumer, but being provided with a new and fully functional device at the time of the purchase is just common sense!
I wrote on Fairphone’s facebook page, but they didn’t respond. It seems they don’t really give a crap as long as they already have my money.
Now I ask if it really is a “fair phone”? It definitely isn’t fair to me the trusting customer who believes in paying more to support their cause.