Hi all,
I have a new FP5, but I noticed that the on button is very unresponsive.
Next to that, the upper volume button is the same. I have to press six times sometimes to get it to function. Especially if I have left my phone for a while, the buttons do not respond.
Is there anything I can do? I contacted support about another issue and have not received a reply in 3 weeks so I am reluctant to try and frankly incredibly annoyed about how difficult it is to reach them (also no phone number??).
I am also curious how many others have this issue.
Perhaps you are able to use the chat for support. Thursday and Friday from 09:00 to 12:00 hours.
Scroll down to Live chat
Yep - had the same problem and worse - see below:
Hi all - new here. I’ve had a terrible recent experience with FF5 and wondering if anyone else has had similar.
The power button broke after only two or three months so sent off to repair to Cordon - a third party. They send back photos saying the USB port had been oxidised, invalidating the warrenty, despite this being nothing to do with the power button fault.
In addition the phone has never been in contact with water and I strongly dispute it being misused, unless they class misuse as using in a “humid” environment like a normal kitchen or bathroom? Even if I were to pay for repair how can I have confidence the oxidation - it if wasn’t pre-existing - won’t happen again?
Fairphone is refusing to help and saying I have to pay the full cost of repair or even to return unrepaired. I suspect now it was never a new phone - perhaps reused parts?
I didn’t want to post here as was hoping FP would want to put this right but they are being really evasive about answering my direct questions and are just saying “there’s nothing we can do.” This on top of an earlier bad experience I had with FP3.
The idea of a five year plus lifespan seems ludicrous.
I’m feeling very foolish for giving them another chance.
Anyone else had anything similar?
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Yeah I have done this now and I got a troubleshooting email but none of the things listed worked at all for me. I’m hoping a repair will be possible because this really seems to me like a factory error.
I tried this a couple of times but it wasn’t working even in those hours and just sent me messages saying when the supposed open hours are.
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Could you kindly stick to the problem in this topic and not duplicate the bad customer experience here as its off-topic.
I am now in contact with support and they suggest trading it in for new for me and sending it for repair. I am still waiting for confirmation but if it is indeed fixed I will list this as solved.
Whelp, it was sent to Cordon electronics and I was promised a new device, but I could not get one because they were unable to replicate the problem and thus sent back my old one… who still has the problem I sent it for. Also their customer service does not respond and their phone number does not work. So yeah, back to square one.
I sent the phone to Cordon as well and they were “unable to replicate the problem”… So they did not reimburse my phone but just sent back the defective one instead, but now also with a small scratch. The buttons work intermittently so they just didn’t take the time and dismissed my case too soon. Also I had no way of communicating with them during this whole process and their phone number does not work. Fairphone does not even -have- a number you can call and they are still not responding to my emails asking for a solution. So yes, similar experience now. I am deeply disappointed that I spent such a huge amount of money on this phone and basically have a part time job trying to get a problem fixed I did not cause. If I had known this in advance I never would have purchased with them. Very sad, because I care about the environment and was trying to do my part.
Hi @Viskens,
Sorry to hear you have a bad experience with your Fairphone and their services.
It looks like the current reply time of Fairphone suport is increased to 3 Monts, at least thats my one experience.
improvement is promest by Fairphone, ofcourse it will take time before we can experience it or self.
where did you order your phone? if you got it from a reseller, try to contact there suport team, most of them will response much faster and can help with (warranty) repair’s.
Dit you already had the option to send your phone in for repair a second time?
Normally repair centers will have much a better look when they get the same phone in a second time.
have you seen the wiki about Fairphone suport on this form: ✏ The Forum Guide to... Fairphone Support.
You managed in a different topic that you have a Fairphone how have e/OS installed from factory.
please wait for a different users with more knowledge about e/OS to confirm this:
I had read somewhere that warranty and repair of e/OS devices are handled by the murena helpdesk and not Fairphone.
i hope some of this information is helpful for you.
i hope it will be solved soon for you.
greetings
Tom
Hi Tom and all 
It has been solved, I received a new device after a lot of back and forth. Customer service is insanely hard to reach and answers are slow, but I did get help in the end and a new device that seems to be working properly! I really do hope they fix the issues with customer service though, it is very very hard to reach. I had an older support ticket open about Android versions and last week I got an answer, indeed after three months! I have never ever known a company that has a reputable product provide such slow and hard to reach customer care. But I am still very glad my issue is finally fixed after over two months of basically stalking them 