I agree with endgame
I have had that issue since september 2019, few days after I bought it. I have actually started that very topic at tat time.
I am now struggling to get my phone replaced.
They also tried to send me to the CEO blog and explain me my problem is fixed. Except that not only the description does not fit the problem, but the latest update that was supposed to fix doesn’t fix anything.
To tell you how much they are trying to abuse me and the level of dishonesty they are reaching :
_ they constantly ignore most, if not all, of my remarks explaining how my problem is not related to what is “fixed by an update” according to them
_ they tried many times to close my ticket, while the problem is not fixed
_ they tried to send me back to the national reseller I got it from (Orange), while this is where I started, and lead me to direct contact with fairphone
_ they do not recognize the starting date of my complains from the moment I created that topic (sept 2019, 16months ago), but from the moment they have opened a ticket, that is august 2020, which leads them to offer me to reimburse the phone only 220 euro, instead of the 450 I paid for. Note that I first went to the community to be nice, and try to fix my problem on my own without loading their support too much.
_ I have been now asking to get the phone replaced since August 2020. Only after 5 months of regular email, pushing up to several times a week sometimes, do I finally start to get offered to get a return. Thought that is not the case yet.
They are playing the clock
They pretend your problem is something else