My wife purchased a brand new FP3 on Dec. 20th, 2022. Due to a provider change she received 2 new nano SIM-Cards and the FP3 stops working. The 2 SIM-Cards were replaceed by the provider, but the new once also not working in the FP3. The new cards doing their job placed with an adapter into my FP2.
On January, 28th 2023 she claimed a warranty case but nothing happend until now. E-Mails are not answered by the support.
I think, this would be definitly the last FP we purchased.
I don’t know what happened there.
But Fairphone’s behavior towards its customers is almost criminal.
And the worst part. It won’t be long before many here will try to talk things down again and play them down.
An almost sectarian behavior that no matter what the Messiah does, he does the right thing…
It hurts me to watch.
Sure there will always be people who don’t get the product working as expected and those who get slow or unpleasant experience in getting support, but that’s not the same as saying Fairphone’s behaviour towards its customers relates to many customers, although some unhappy people will deem it almost criminal.
This is a user forum and so the response is to the ‘distraught’ user, so yes there may be a more generous view than you have at times.
With the case in hand:-
So how did you contacts as the options are
Using the website, Fairphone’s preferred option
Phone call:- see to be good when there is a delay etc.
So it appears as though you haven’t heard back no matter how you made contact. Usually you will get a Case/Reference/Ticket number, so you are saying you didn’t even get that ??
That’s really some strange behaviour by the FP3.
Old SIM cards work, but not the new ones although they work in your FP2.
This does not seem to be a hardware problem. Otherwise the old cards would not work in your FP3 or the new ones would not work in the FP2.
Have you checked, if the old SIM still works with the FP3 or if another SIM by another Provider is working with the FP3?
Do you have the latest OS version installed?
Though Fairphone should really have contacted you by now, maybe the warranty claim was not the best idea. Just maybe this moved your case from the support- to the legal-department or at least made support involve legal in your case, thus making it more complicated and delaying things.
Don’t get me wrong, that’s not your fault and it doesn’t make it right to keep you waiting.
It’s just some kind of explanation I would consider possible. And I guess that might be the case for most companies. Making legal claims means getting the legal team on the case.
I would definitely give them a call to straighten things out.
I keep my fingers crossed for you, that you get the phone working again with the new SIM cards.