I can understand your complaints completely. See the post of @AdrianP here:
that might not be enough to appease you, but gives some explanation and shows, they really do their best.
In my opinion: We should always keep in mind, that Fairphone is a startup with a budget, that only reaches so far.
In a way, we as customers are also part of the team helping in the development of hard and software and in the elemination of errors. And even global players tend to have a bad handling of support; although with them its part of profit maximization rather than limited budget.
Let’s just hope and do everythig possible to keep the movement alive.
We should not applythe same high standards to Fairphone as the likes of Apple and Samsung. And even they are anything but flawless, just search the internet for XXX “support problems”.