I’m not sure this is the right place to complain, but I’m running out of patience, and since my mails are no more handled by support, I hope somebody will read this and help me.
So, 2 monthes ago, support decided that my Fairphone had a problem with battery loading: they sent me a new one, but after testing, the problem remained.
Consequently, as a second step, they agreed that I should send back the whole phone to let them analyze and send me a new one.
I received a mail telling that a DOA had been agreed, and that I should receive a mail telling me how to send my phone back to support.
This was one month ago, and till now, I have not received anything, so I cannot return my phone. I have sent several mais to support (in the thread of theopened ticket), but I do not receive any answer: it looks like the case is no more handled by support.
I know they’ve got a lot to do at support level, but one month without any new is very long:
Does anybody know what I should do, since mails are not handled ?
The infamous support backlog is actually reduced drastically by now so your long waiting time seems like a glitch in the system to me.
It’s probably best to give them a call. Have your support ticket number ready for reference.
Hi
Thanks for replying …
Yes, I’ve checked, but even if it was in a spam folder, I should at least see the support answers in the support page dedicated to my incident ticket (mails sent are only copies of what is in this page) … and I only see the mail I sent on this support page …
OK, I called them one minute ago, and indeed, the ticket was more or less “lost”. The women I had at the phone told that it was because the 2 persons who had started to manage the ticket had left the company (!) since then …
Hope this is not something common …
