What about extended warranty and e/os

Discuss The Industry
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That’s a good thing!

I bought my Fairphone with Android three weeks ago (I switched to e/OS a week ago ^^) and I’m happy with the product. Knowing that your customer service, about which I’d read mixed reviews in recent months, is taking feedback into account and that a change is underway, is both pleasing and reassuring.

By the way, a quick question for you:
Having purchased my FP 5 on your website with the Android version and manually switched it to e/OS (without any issues), am I still under the 5-year hardware warranty ?

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See the final paragraph here:

Just to make sure: You did register for the extended warranty?

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I am indeed registered. And when I ordered, the fp5 e/os version was not in stock. Hence my question about the warranty.

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you just/might need to flash FPOS to claim warranty.

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I don’t really understand what you’re saying. I’m not a tech pro :sweat_smile:

I installed e/os via the easy installer provided by Murena /e/OS Installer .

My question is simple but I can’t find a clear answer:

is my fp5 still under warranty at Fairphone (where I bought the phone in Android version and not e/os) if I installed e/os afterwards?

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the answer is clearly given in @urs_lesse link above. you must flash=reinstall the fairphone standard OS (for some reason they call it now Android OS instead of FPOS) it was delivered with when you want to claim warranty,

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Okay, thanks for your feedback. It’s quite strange and unfortunate because FP also sells this model with e/OS…

I’m not an expert, and if Murena hadn’t provided an easy and almost automatic installer, I certainly wouldn’t have taken the plunge. Resetting the stock OS isn’t that simple because FP doesn’t offer a tool as “turnkey” as Murena. Too bad for me.

FP really needs to clarify things on this subject.

Thanks again for your reply.

8

(with huge letters) What about the warranty?

Fairphone supports only Android OS. If you need our assistance, you first need to revert to Android OS to restore the original warranty.

I would say this pretty much clarifies enough already.

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I agree if it’s a software issue. But if I had to claim under warranty for a hardware issue, it should be covered in my opinion.

But I’m no expert. I regret installing e/OS under these conditions because rolling back isn’t easy for me at all (without a simple installer like Murena’s ( /e/OS Installer ) and I find myself stuck with the warranty.

The fact that you sell this phone with both operating systems made me think it was possible. Especially since you reference it in your tutorials. But it turns out it’s not that simple, at least not for a non-techie.

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I would say it doesn’t. /e/OS is Murena’s Android OS based on the Android Open Source Project AOSP (same as Fairphone’s Android OS), and Fairphone support are able to handle /e/OS for a while now …

Fairphone’s Customer Support is there to help you, aided by a dedicated team from Murena, the creators of /e/OS

“Android OS” is not a trademark and no clear, viable distinction. Google certification of the OS would be.
But perhaps this can be cleared up real quick …

@Ioiana_Luncheon: Do users have to revert to Fairphone’s Android OS to get support by Fairphone, or is having Murena’s Android OS (called /e/OS) on the phone acceptable, too, now that Fairphone sell with /e/OS preinstalled themselves and Fairphone support can handle /e/OS support?

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Thank you for the support. I am so lost and quite disappointed with this story.

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I also think its clear that its expected to revert to FPOS, this is clearly stated under the link provided above and more important in the legal warranty documentation

If Your Product is operating on a third-party operating system (OS), please contact the software provider for any queries. In case You want Your Product to be covered by this Warranty nonetheless, We will require You to revert back or switch to Fairphone OS. This Warranty covers only the Product as provided by Us and, unless the Third Party Operating System is removed, it will not be possible for Us to assess whether the defect is caused by the Product hardware or by the Third Party Operating System.

Btw. Here still FPOS is used and not the weird new wording “Android OS”

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