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No news from Jolla since they received my phone [answered]

asked 2015-10-18 15:15:25 +0300

AA-0001 gravatar image

updated 2015-10-18 15:26:40 +0300

Hello everyone !

I sent my phone to Jolla because I forgot my devicelock (Mazelock). I did everything to correctly send it and they received it because I've got an e-mail from my post office that confirms it. They received it October 1st and since I don't have any news from them. Usually, they ask for the paypal e-mail in order to pay the Oow but here, nothing. I'm getting worried about it. Maybe I'm too impatient, but they don't respond at all, so It's weird. Could you help me with that ?

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The question has been closed for the following reason "the question is answered, an answer was accepted" by JSEHV
close date 2016-02-01 13:21:33.277624



Have you contacted Jolla care prior to sending in your phone?

lakutalo ( 2015-10-18 15:31:20 +0300 )edit

What is Jolla care prior ?

AA-0001 ( 2015-10-18 15:36:40 +0300 )edit

@AA-0001 - He means, have you contacted 'Jolla Care', prior to sending the phone for repair.

If you need to find out what i happening with your phone/repair, drop an email to care@jolla.zendesk.com (I believe this is the right email address!)


Spam Hunter ( 2015-10-18 16:16:04 +0300 )edit

Sorry ! I did send many messages through this way (the website Zendesk uses that e-mail to answer) but nothing. They don't answer.

AA-0001 ( 2015-10-18 16:30:42 +0300 )edit

Thanks Markky for decorating my post so nicely ;)
@AA-0001: so, before you can send your phone to Jolla for repair you have to create a support ticket at Zendesk. You will then get an email from them containing shipping and packaging instructions.

Did you get this email?

For any question regarding your support case just reply to this email. I had my phone sent in for repair recently and everything just worked out fine. Anything else would really be odd.

lakutalo ( 2015-10-18 20:02:06 +0300 )edit

5 Answers

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answered 2015-10-19 21:55:04 +0300

updated 2015-10-24 17:14:58 +0300

I have the exact same problem. I contacted Jolla Care prior to sending the phone for repair. according to the tracking nr. it reached them more then 3 weeks ago. on my request for an update I got no answer...

update 24.10.2015:

i just found out about "To get a snapshot of phone repair status, please visit the following link (in Finnish): http://www.kirjaahuolto.fi/huollontila/haku.php "

there i get the status: "repair cost estimation sent" on 23.09.2015

but i didn't get any e-mail... I checked now at least four times

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They used to respond much quicker. Anybody asking trivial support questions (how to reset my phone from boot loop) that can confirm that this issue is related to actual repair cases?

Mind you that Jolla is not repairing the phones in house.

One possible cause for delay is that Optima is not carrying out the repairs fast enough in which case Jolla is trying to work out this issue with them (financial / partner overloaded / ... ) and forgets to communicate the possible delay in repair to the waiting customer before they are certain they reached a solution. Expect news soon ;)

vandersmash ( 2015-10-21 10:40:42 +0300 )edit

answered 2015-10-20 16:29:18 +0300

Nieldk gravatar image

updated 2015-10-20 16:29:59 +0300

These examples are piling up.

If it were me, it would go straight to Court (here that instanse is called "ombudsmanden"

"Customer service is also often referred to when describing the culture of the organization"

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or: "Did you try to turn it off and on again?" ;)

lakutalo ( 2015-10-20 17:10:44 +0300 )edit

answered 2015-10-20 15:07:22 +0300

gabriel gravatar image

You need to deal with Jolla Care directly - I don't think there's anything the community can do for you.

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True, but that's exactly what several users here are trying to, regrettably without any response within reasonable time, and somehow this lack of communication should be made visible.

lakutalo ( 2015-10-20 15:13:06 +0300 )edit

answered 2015-10-20 19:59:00 +0300

sea-gull gravatar image

I don't think that it's just about repairing. I've ordered jolla phone a month ago, and don't have any progress since then. Even my request for refund just don't get answered. By searching twitter for 'jolla phone' you'll see that there're more people like you. I'm just starting to hate this company and see why people start leaving it.

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I just don't understand what's going on. A couple of weeks ago I had a warranty issue which was processed quickly and professionally.

lakutalo ( 2015-10-20 20:26:05 +0300 )edit

location of request matters perhaps?

tortoisedoc ( 2015-10-21 08:43:55 +0300 )edit

Probably, but why should it matter if the phone isn't event dispatched? The country is the Netherlands btw.

sea-gull ( 2015-10-21 11:31:21 +0300 )edit

France for me. I don't think it really matters. It's not like it was in China. I'm also fed up by all this thing. I can wait or my phone, but they don't even respond, that's why It bothers me that much. They're supposed to be professional.

AA-0001 ( 2015-10-21 14:49:09 +0300 )edit

Check your spam mail? :)

tortoisedoc ( 2015-10-21 15:47:08 +0300 )edit

answered 2015-10-23 15:43:37 +0300

AA-0001 gravatar image

Here's what I got Monday :

" Monday at 14:59

Hi, our apologies for the slowness of our responses. Kindly let us know whether you prefer to pay via bank transfer or PayPal. Please note that we charge additional 5 euro handling fee for bank transfer payments. However, you will not be charged fee when using PayPal. Should you want to pay via PayPal, please provide us with the email address linked to your PayPal account. Sincerely, Jolla Customer Care"

And Since that message, all over again, I'm waiting to pay for the Oow. I'm really fed of this situation.

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Asked: 2015-10-18 15:15:25 +0300

Seen: 1,792 times

Last updated: Oct 24 '15