Last year I bought 2 FP2s. One “died” after a few months and it took several weeks - I think it was 4 - until I received a confirmation from the support team that the phone can be send it in for repair.
Last month the other FP2 failed - it can not charge the battery any more. - And it is NOT a defective battery, nor the ac adapter nor the cable. It is the phone itself.
36 days ago I opened a ticket (#214284) to address this failure. No response from the support team until now - except for the automatically generated one of course.
Somewhere on this site I read that the average response time for tickets lately was 19 days. Exceeded by nearly a factor of 2 now!
Also I am asking myself, why can’t the response time for high severity (phone is (basically) “dead”) tickets be even significantly below average?
This is at least good practice in other organisations: short response times for high severity cases, longer response times for lower severity (“I don’t know how to …”) cases.
Or do I miss something?
Is there anybody out who can speed up the resolution of this?