Support request not yet answered after 4 weeks

[Marco_Locatelli]

Hello, my FP2 speakerphone is broken. I checked with maintenance/checkup app in fairphone settings.
I opened a support request #224506 31 days ago: no answer yet. 23 working days with no answer is not acceptable.
How can I claim warranty right?
I am very disappointed.

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Marco

[AnotherElk]

Does calling right away slow down the support team? (Solution: Create a ticket first, then call!)

Hey, I discussed with the support team and they told me that he fastest way to get a response is to open a ticket with the IMEI number and order number in the title. Also a proof of purchase if not ordered in our shop. As soon a ticket is generated, give us call and mention the ticket number. That’s the fastest for agent and customer. And to take away some speculation about how the CS team works. There are several subdivisions in the support team. We’ve got people who pick up the phones, we’…

[Marco_Locatelli]

Thanks, I’ll pickup the phone.
IMEI number and Order number were in the apposite field of the request, not the in the title.

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Marco