Hey! First of all, let me state that as customer support manager here at Fairphone I of course am responsible for the wellbeing of this part of the company, and that it has deeply pained me to see all the frustrated people who should have received better support. Why did it go wrong? I think that there is not one reason that this has happened, but multiple.
Although we were prepared for a spike in the amount of tickets that was going to happen at the launch of FP2, we were not prepared for the huge amount of tickets that came in from January (launch FP2) onwards. Not because FP2 is a bad product, but the modularity, the reverse logistics coming with the modularity and the complexity of our systems and processes overall made it difficult to keep up. And I kid you not, the flu wave which hit our team and left us bleeded out for a long time really hurt us as well! You can read more about it in the blog I published last week. (although I’m pretty sure you read it)
What is most important is that after we have cleared this backlog - we are on our way now - we don’t let this happen again. And believe me, we have now taken measures which makes me confident that this won’t happen again. Already having nightmares for the Fairphone 3 launch… 