I’m trying to return my Fairphone 5 due to several issues with the OS, camera, audio and weak battery that I purchased from online shop in Germany and I’m not getting replies from the support since more than 4 weeks.
Have filled the online form and also written several emails without any reaction.
The chat is also offline … is the company bankrupt?
No they are not and writing many emails slows down the process even more. Support is very slow at the moment, so you cna just be patient and wait as long as you have an auto mail with ticket number, you have done the needful to report your issues.
I Have just checked my Support Request #1275790 that is now SOLVED!!!
I did not receive any instruction on how to return the mobile, why are you closing the ticket???
As much as I understand your anger, the only way is to re-open this. We as user here cant be of much help.
Did your multiple emails result in more than one ticket number? Then I would guess Support closes some to reduce them to only one.
I do not see any option to re-open this request (where I had uploaded the invoice and filled lots of details and description of the issues).
I wanted to buy a mobile with a reduced footprint and now I feel fooled by such a bad customer attention.
I have only one ticket, #1275790 (marked as SOLVED 6 days ago), for which I received an automated response requesting my address and telephone number. However, since then (May 31, 2025) I haven’t received a reply to my notes within the ticket, nor to emails asking how to proceed.