At first, I am sorry, if I chose the wrong category.
Recently, I had to contact the support regarding a warranty issue (I bought my /e/OS Fairphone via the Murena store).
I received a Ticket number and a first reply after one week. Now another two weeks passed on and I still did not receive a response (although I contacted the support again in the mean time, kindly asking for a response or an estimated response time).
If someone from the support team is reading this, could you please have a look at the ticket or give me an expected timeframe (I understand staff shortages, prioritizing, or technical issues) when to expect a response.
Thanks to everyone reading this and have a great day:)
thank you for your help on my first post! I received a response the same day. However, I am sorry, to utilize the community forum once more. A few back and forth mails after the above post, I was promised a return label to send my phone to your workshop for a warranty diagnosis and repair. I am waiting for this label for almost a week now. Could you please recheck the ticket state?
I am aware that it is not your primary function to forward complaints to the support desk and I am sorry to bother you again, but this was the only way, I received a response before.
Could you re-request the team to check on the ticket. It has been over a month since I initially contacted the support desk and now I am waiting for a simple return label for a week. If you can give me a timeframe (e.g. “we are short on staff, expect our reply by next week”), I can calculate with that, but being left without further notice is frustrating. If we can not solve the issue in two months (which would be a remarkable time for everyone, using a Murena device as their primary phone, fortunately I do not), I will forward the warranty issue to the European consumer network and stop using /e/, not due to any technical problems (I really like the OS on my Fairphone), but simply due to the lack of a working Murena support desk.
Thank you in advance and have a good day, nevertheless:)
An update is that there was an issue with helpdesk emails getting delayed last week. The teams are working on resolving this and clearing up the backlog.
Re:@lmm when I think back to my experience and the necessity to get an exchange / warranteed phone, which was 90% positive, the real hangups seem to appear when the accounting stage is (almost) reached. Returns/exchanges should be a completely separate transaction by a person/department trained accordingly. I see a problem with debits and credits here - just not knowledgeable in that area. Its like the lady who makes wonderful cakes but to run a business she NEEDS an accountant. Hang in there,@lmm they all seem to be good people
