Dutch ethical smartphone maker Fairphone has publicly acknowledged communication failures regarding customer service delays and software updates. In a recent open letter published on its community forum, the company admitted it had left customers “in the dark” on key concerns raised in recent months, notably long wait times for support and the delayed Android 14 update for the Fairphone 4.
Customer support under capacity strain
Users have long complained about slow responses from Fairphone’s customer support. In the letter, the company attributed these delays to limited staffing and internal process bottlenecks. In response, Fairphone has promised to expand the support team, onboard external assistance, and improve workflows. It urged customers to use self-service tools and the community forum in the meantime, pledging visible improvements soon.
Android 14 dropped for Android 15 focus
The Android 14 update for Fairphone 4 will no longer be released, the company confirmed. Instead, Fairphone is redirecting its efforts toward bringing Android 15 to the device, aiming for a more sustainable and future-proof solution. Acknowledging user disappointment, the company said it cannot yet provide a timeline due to the complexity of development and external dependencies. Fairphone's promise to give 7 years software and security updates. So it crucial to the company to make Android 15 work in order to keep that important promise.
Pledge to improve communication
Fairphone committed to more transparent and frequent updates on the forum, promising even small progress reports. The company closed the letter by reaffirming its appreciation for its community, acknowledging its role as the backbone of Fairphone’s mission. A fair and honest statement from the company but long overdue.
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