First of all, we would like to apologize for not replying to your request earlier. In the few past months since the delivery of the Fairphone 2, our small support team has been overwhelmed by the amount of email we’ve received.
Despite trying a variety of ways to improve response times and reduce the number of open requests, it’s still proving to be a very difficult task.
We have hired 7 new people to help the support team and members from other teams are using any spare time they have to help the support team.
We expect that we need some more weeks to get the response time back to acceptable lengths and are very thankful for your patience.
We want to work from the oldest to newest ticket to help everyone in the fairest possible way. To make sure that everyone gets a response in the order they came in, we want to reduce side-channel requests for support like the ones in this topic.
Posting your ticket nr. here, or on any other public channel, will therefor not speed up the process of your ticket being answered.
We hope that everyone can accept this is the fairest way to deal with support requests.
The pile of unanswered support requests must be huge when Fairphone needs 7 additional support members. But I hope Fairphone will now be faster with answering support requests. Which answering time is planned at the end?
These “side-channel requests” are made after weeks or months of waiting. I can understand those people, some of them have FPs that don’t work at all.
Imagine that long waiting time with a heating or a car.
How many members does the support team have right now? And how many members does it have in total? I always thought support at FP are up to 10 people. So now the new team would consist of 17 members? Not bad for a small company.
10 new people were brought on the support team since June.
Effectively the team was doubled as they are with 20 now.
The entire Fairphone team is 53 people.
Mind you, this are not all full-time people. At the moment I was not able to get a good view on the total FTE’s. but this is less as the smallest contracts are 2 days a week.
Hi. I appreciate your work and understand you are all very busy.
I’ve been having screen problems for three months. I submitted a ticket back then, 107539, which never got a reply but it has resolved itself so it can be closed. But I’ve lately gotten new issues and submitted ticket 121052 today. Since it’s submitted today I’m not expecting you to have looked into it already, but I wanted to mention it here because of my old issue too Thanks in advance. Glad to see you are expanding!
Thank you for these informations. Can you give us a update of the situation from time to time ? Have you more or less an idea when will you caught up the overdue tickets?
Some tickets have a due date, if they are send in time to you, are they also examined ?
I hope you can afford this expansion, because I personally would feel a bit troubled if you had to do this to resolve the current ticket situation, but could actually not afford it on the long run.
Just wnated to say that everything is solved. I got contacted by support, they sent me a new top module for free, it got here quickly, I exchanged the broken one and everything works fine now.
Thanx!
I submitted a request (#117824) 3 weeks ago because the screen of my Fairphone suddenly went broken. (It remains black all the time. Even the Fairphone logo doesn’t appear while booting.)
Since 2 days the status of my request changed from “OPEN” to “AWAITING YOUR REPLY”.
I don’t understand exactly what this means, as I still didn’t get a reply.
Hello everyone, well, I should say Hello Fairphone-Team since this massage is directed to you guys .
I send a repair-request on the 10th ofJUNE (!) about my completely dead FP2 and have not recieved an answer yet. My ticket number is 109726 and I already checked all possible solutions, but nothing worked. I begin to become slightly frustrated, but I’m trying real hard not to since I know you have been busy. Could someone PLEASE answer my request?
my support ticket (#106117) isn’t getting answered for ages. I tried to return my phone through the return portal, but unfortunately DHL seems to have lost it. Today the returns page doesn’t even display the issue anymore, so I can’t even check whether the phone has arrived by chance in the meantime. There’ a lot of questions without answer.
This is extremely unsatisfying as there’s a lot of money at stake.
I know you are doing your best and I also think it’s the fairest way to handle things like @Douwe told us 16days ago, but I’m a little frustrated, too. I’m not frustrated because it takes so long to get an aswer (okay perhaps a little bit), but mainly I’m frustrated because of having no idea how long it will take to get an answer.
It would be nice if you give an update on which ticket(number) is under progress, so we (your customers) could make a rough estimation of the waiting time. I think it would calm us down - at least me.
Perhaps every day or every two days shortly before end of work? Would be my proposal…
I would much appreciate that.
If a regular phone call is too expensive for you (even though within the EU with most providers the phone costs are pretty low in the mean time), you could also call them via VOIP (for example via skype it is only 2.1 cents per minute). This usually very cheap.
Thanks in advance. Glad to see you are expanding!
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