@paulamrk
The support is obliged to help you, and swap the phone for another if they can’t fix it remotely. They should also offer you a refund, but you’ll get full or partial, depending on WHEN you started complaining about the problem (they look at the delay between phone reception and start of problem).
I am now in the process of preparing my first return, which took me many emails asking the support for it. I have started another post on the matter of what to do if the support doesn’t help :
It is a bit messy due to some people disagreeing on wording, and I plan to make another clear one, once I have my phone swapped by the support.
As far as I understand, you have already opened a ticket on Fairphone support. Now you got to ask them over and over to get refund or get your phone swapped. It worked for me and for another guy on that thread.
At any moment, if you consider that the support isn’t respecting the consumer law, you can decide other actions, as explained in the link above.