Support request not answered yet

Hi,

my request is now more than six weeks old and still no answer (#101129, from April 23rd). Is there any rule when or if requests are handled? @anon48893843 do you know the answer?

Greetings
Werner

My wait has not been as long as others but my ticket (107288) from 28th May has not had a response yet and I haven’t been able to even turn the phone on since a few days before that. I tried all suggestions on the forum with no success and my old phone is barely functional (which is why I bought a new one in the first place). I urgently need the phone fixing please. Please @anon48893843, could you help me.

Kind regards,

Sarah

Hey Roman, I’m going to find out what is going on and make sure someone will get back to you!

Hey Werner, I’m making sure you will receive an answer today! Greets, Michiel

Hey Sarah, we’ll get you a working phone as soon as possible! We are helping you out today. Thanks for your patience! Michiel

Hello,

I can’t use my Fairphone 2 for more than three weeks because of a mad touchscreen (a part of it on the right is no more sensitive and it acts like I was tapping on it, starting many apps). I think that’s a hardware issue and that the screen is concerned.

I made a request 3 weeks ago (#106382) but have no response to date. I am disappointed and angry because my expensive phone is in a drawer for three weeks.

I have no other old phone to use (I change my phone only when the old one is no more usable). Will I really need to invest in a new phone ?

I know that you @anon48893843 do your best… « We believe that our responsibility doesn’t end with sales. »

Have a nice day,
Nicolas

Hey Nico, you are very right, our responsibility goes beyond sales. I’m making sure you will receive an answer from us today, thanks for your patience in the meantime.

1 Like

Hello,

I’m sorry that you receive so many requests. I am in a difficult situation also. My Fairphone have process system problems. I can’t make calls, the pop up “the process system doesn’t answer” appears and the application turns off. The sound doesn’t work anymore also. I reset the phone many times. It worked the first time i had such problems but now, i can’t do anything. I went to a repair shop in order to know why it is happening but they can’t help me. They doesn’t know the phone.

I don’t have other usable phone so it is really a problem for me. My request is #108558.

Hope you @anon48893843 can help me soon…

Have a nice afternoon,

Noëlle.

1 Like

Hey Noelle, I’m sorry to hear you have these problems with your phone! We’re going to make sure you get a working phone as soon as possible. Thanks for your patience! Greets, Michiel

Hi @anon48893843 would you please be able to look into my support request #107692? It’s over 2 weeks old now, with no response.

My FP1U has shows no sign of life (at all). I’m just looking to find our if it’s covered under the warranty?

Thanks very much,

Josh

I’ve been waiting 16 days now with no response addressing my issue.
ID# = 107541 Please help me @anon48893843.

Hey Josh, I’ve just replied to your message. Our apologies for the late reply!

Hey, I’m going to make sure we will answer you today! Sorry for the long wait.

Request number: #106955. @anon48893843

Hi @anon48893843, I contacted your support a month ago (#105282 and #108654), and I’m still waiting for your response. Could you please respond, as my FP2 is completely unusable after just three weeks. Thanks.

Ann Kristin

I hope you have not opened three individual support tickets. In that case it’d be no wonder they are overwhelmed by the number of open support tickets…

2 Likes

I worked in IT for about four decades and including responsibility for product support department. I would gave been appalled at the thought that a customer would have to log a problem three times over the course of over three months and not even receive an acknowledgement.

I did not wait as long as some others, my support ticket #108237 is only two weeks old but I refuse to wait any longer, since my problem with the GPS-Module exists from January on, new FP Open OS 16.06. does not adress it and community mods refuse to list my problem for monitoring in common issues. Now I’m done with patience. Someone should adress my issue right now!

Did you receive the automated response with a ticket number?
If not, it either never made it into their system or the response(s) went into spam.

Two weeks without a word from support. I need a replacement as my FP2 won’t start anymore. Request #108907.