How long does Jolla take to cancel an unshipped phone order and refund?

asked 2015-09-25 15:09:54 +0300

Waxberry gravatar image

Bought a Jolla phone on official website, after 2or3 working days (did not count weekends) the status did not change to "in picking", still shown as "paid".

I would be travelling abroad 1 week later from that time, realised that I might not able to get it before leaving. Because it hasn't been shipped AFAIK I can ask to cancel and refund, so I submitted request, and ordered from Amazon instead.

Got a quick response saying we will issue you a refund blabla, case closed. I guess that would be done immediately.

Waited for 3 working days, nothing happened. Order status changed to "on hold" since last reply from Jolla. No additional info was provided.

Replied to Jolla care asking if it is on the right path, or how many days I should wait. NO REPLY.

3 working days later still no reply no refund. I asked the same question from Zendesk again, just asking how many days they need to proceed refund. I got an immediate close and merge of question WITHOUT any reply!

I then send another reply saying you must've received, why don't you just quickly reply indicating the date or procedure that may take?

The next day I got an reply finally, saying we will proceed refund TOMORROW and afterwards your order status will be changed from "On hold" to "cancelled". Yay!

Almost 3 days has passed I have not heard anything. There is NO refund issued. I don't call them liars but at least they failed to achieve what they've promised.

It's been almost 3 weeks and I'm still just waiting for a refund, which seriously can be done in less than 5 minutes.

And I'm quite worried for Jolla Care efficiency if my device were into problems.

edit retag flag offensive close delete

Comments

Banks are notoriously slow... it is not unusual for a payment to take several days to be made. You probably need to check with care if you have not gotten anything next week. (You really don't think banks work in the weekend do you? ;) )

Philippe De Swert ( 2015-09-25 16:14:51 +0300 )edit
2

Have you read my post? All the days I mentioned here are working days. I have been waiting for 12+ working days already.

Yes, you really don't think I'm stupid enough to blame Jolla because of me not knowing banks not working on the weekends? Seriously?

Even though, I paid via Paypal, and I'm not dealing with someone selling from eBay or Gumtree which may need to wait for the bank to proceed.

And I did check with care, they don't bother to reply.

So please do read my OP.

Waxberry ( 2015-09-25 16:19:21 +0300 )edit

I read it. And you state that since your last contact with care (almost) 3 days ago you have not gotten anything yet. I don't know how that is not being reactive... Moreover it is soon weekend so ask again next week if over the weekend things have not been corrected? I understand it is annoying if apparently there is an issue with th refunding and maybe care should be more reactive about that. But still ranting here will not help you. Ask care and explain them in a matter of fact way you are not happy on how things are going (which is understandable as it has taken 3 weeks now) and see how it progresses from there.

Philippe De Swert ( 2015-09-25 16:24:26 +0300 )edit

Yes thanks for that.

"Soon weekend" won't be an excuse, as the last reply I sent was yesterday. And we count Friday as a working day.

The problem is they fail to response, and break promises without any explanation. I don't care my refund get delayed, just please tell me what's going on or the reason or at least when I should expect it.

I did not see the point refunding via PayPal would have any issues?

And what worries more is a simple refund takes that long, what if I need to repair or exchange faulty device?

But thank you for your suggestion. Hope someone from Jolla can get a solid response here.

Waxberry ( 2015-09-25 16:30:05 +0300 )edit