Hello I purchased this phone about a month after it came out, ended up being on backorder for a month but I got it and liked it but back in January I fell and landed on my side that had the phone in my pocket and have been trying to contact customer service ever since only to not get a response up until 2 weeks ago and all they did is say get it repaired locally at a repair shop and gave me a link to parts that aren’t even for my model, it was fairphone 4 parts when I said I have the 6 and even gave images that show which one I have. I don’t see them taking accountability and making a repair to my phone and was wondering if anyone else has this problem because it’s coming off like a scam right now. I wouldn’t be anywhere near this upset if they didn’t offer this warranty but since it’s there, I don’t see why they can’t do anything about it. Maybe I’m misunderstanding what they mean by that but how are you offering a phone that has the selling point of diy repair but not offer the parts. If anyone can make sense of this please do I’m genuinely losing my mind, thanks.
As a customer you should submit the query using the Contact Us form at this link Contact Us .
In case you have already contacted the Murena helpdesk using this contact ID pl share the ticket number and I can ask them to get the issue resolved ASAP.
The helpdesk handles all customer and sale related queries.
The ticket number is 9986760 but I don’t see this going anywhere honestly. Your customer support is non existent and probably ai driven.
Passing on the ticket to the helpdesk to check and respond.
You expressed some mixed expectations and the thread subject is quite bold “Won’t uphold warranty” but does their warranty must cover self-inflicted breakage or must they sell spare parts by themself? Response time and quality is a different thing…
To receive a useful answer to this it might be necessary to say the country you are in. I think it is fair to say that Fairphone support is not worldwide thus Murena support may be compromised.
That’s why I’m asking for clarification. And it wasn’t self inflicted at all.
So what would warranty mean then. Because I need to get this fixed as soon as possible.
I hope that support contacts you soon, @Grand, and that a solution can be found.
While they (hopefully) will offer a good option to repair your phone, I am also not sure whether the warranty will cover your case. The warranty is a voluntary service by the manufacturer, and it usually has some preconditions - physical damage because of an accident is usually not covered.
So while you may get your phone repaired, you may have to pay for it.
Let us hope that you will get a response ASAP.
Certain credit cards… at least in the U.S… come with mobile phone insurance as an included benefit, if you use the card to pay your monthly mobile service bill. You might look into that, also, while you’re waiting for Murena’s response.
Even homeowner’s/renter’s insurance might apply.
I understand the team has responded to your query with details of what the warranty covers and does not cover. You can follow up on the help desk ticket with the team for a resolution to your issue.
I’m more than willing to pay for it to be repaired or even get the spare parts for it but they’re refusing to either so which is crazy to me as literally every other company I’ve bought something from will legitimately just take the item in and look at it then make an assessment. But I won’t stop until we reach a conclusion. I’m genuinely taking this personally that they won’t let me pay for a repair.
In the response from the helpdesk team on the ticket, I can see that they have responded to you and shared a couple of options on how to go ahead.
If you have any suggestions, you can make them on the ticket.
Yes I understand this but they seem to refuse to respond until you say something in this thread first and I’d rather resolve it there.