Is something wrong with Jolla care?

asked 2015-11-18 08:28:32 +0200

KaisaQ
148 ●5 ●10 ●15

Hi guys

My phone went dead last Friday, and I contacted Jolla support at noon the same day. They answered that night that they have not had time to look at my problem, and sorry about the delay. After that - nothing. I emailed them monday to ask what is going on, and again yesterday. No answer. I am very troubled by this. My phone is not working at all, and although it is an old phone (First One) with no warrantee anymore, it would be nice to know where I could take it to get it repaired.

Has anyone else had a similar experience from the Jolla care or is there something off with my case only?

I feel quite let down, frankly.

Kind Regards, Kaisa

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I guess the delay mentioned in the email refers also to future delays..

tortoisedoc ( 2015-11-18 10:10:48 +0200 )edit

Maybe you can try to fix problem yourself. Seems you have a lot of time for it :)

coderus ( 2015-11-18 14:47:42 +0200 )edit

3

Ah, yes, of course. How did I not realize that before I tried to fix the problem myself. Thank you for being a smart ass just because you can.

KaisaQ ( 2015-11-18 15:35:05 +0200 )edit

I can't find your question, where you asking help in fixing your phone, so.

coderus ( 2015-11-18 16:45:33 +0200 )edit

4

answered 2015-11-18 15:41:46 +0200

KaisaQ
148 ●5 ●10 ●15

Hi guys I got an answer from Jolla care. It was a useless one, because they had not read my repair request thoroughly, but they answered my follow-up message fairly quickly, and it seems my phone will survive. Thanks for answering my questions here at tjc. Kaisa

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answered 2015-11-18 10:10:41 +0200

SKyd3R
145 ●3 ●6 ●13

I had fast answers at Jolla care, they answered me after a few hours every request.

Now I'm waiting for them to contact FedEx (they have to repair my phone which is on warranty) and I sent my address on Monday but I didn't get any answer yet. So maybe the problem is the communication FedEx.

I hope your case will be solved soon :)

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1

Unfortunately they did not even get to the point of telling me to send my address...

Thank you for the empathy, tho.

KaisaQ ( 2015-11-18 10:22:54 +0200 )edit

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answered 2015-11-18 11:47:08 +0200

artish0ke
31 ●1 ●2 ●7

Hi Kaisa,

I have a similar problem, I was just on my way to look for a tangible answer here on tjc.

I filed a repair request on October 2nd, I got a mail stating the request has been received, and haven't heard anything since - neither by mail nor in the issue tracker. I pushed my request by adding a remark in the issue tracker, and wrote to care@jolla.com - still no answer by now.

So I would also appreciate a lot, if we'd get official feedback here.

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2

Geez, October 2nd! I was just now doing something I thought I would never do - browsing Samsung phone models online. My heart is bleeding (sorry, dramatic) because I have been around since Nokia N900. I love Jolla phone, but if this is how they treat the customers, it is a deal breaker. You just cannot leave a customer hanging in uncertainty for days with a phone that does not work at all.

KaisaQ ( 2015-11-18 11:57:11 +0200 )edit

Hi I got an answer from Jolla. I hope you will get yours soon, too! BR, Kaisa

KaisaQ ( 2015-11-18 16:08:51 +0200 )edit

Hello!

I have the same bad experience. Zendesk answer on my repair request was prompt (send your details and we will have FedEx pickup your phone). But since I have provided the data, nothing happened.

Unfortunately I did not find a way to escalate this besides sending emails on a regular basis.

Does anybody have an idea how to solve the problem?

Thank you! Faikon20

Faikon20 ( 2015-11-19 07:37:25 +0200 )edit

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answered 2015-11-18 22:22:56 +0200

Mika77
21 ●1 ●4 ●6

My Jolla phone died on May. Since then my ticket is opened. Every time I send the phone they send me back a broken phone (the first one had no mobile conection working) and the other two with a defect on the screen. the last answer from Jolla was last week, I asked them to send me a new phone because the repair provider never send me a properly repaired phone, and still waiting.. Well, it's sad but nowadays this is Jolla.

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Is something wrong with Jolla care?

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