Repair service, Europe (How to repair my broken screen?)

asked 2014-01-17 23:46:53 +0300

FJVA
1990 ●10 ●16 ●19

updated 2015-08-21 08:18:16 +0300

simosagi

1459 ●26 ●37 ●46

I droppend my phone, the screen is severely damaged, Can I get a replacement someware and install it myself?

Edit:

I expanded the title to handle the repair service in general, as it was found out here that the official repair shop (Optima Service) does not offer service outside Finland . IMO we need both an official solutions for the customers outside Finland, and some workaround for them while waiting for that.

Customers outside Finland, latest official info:

https://jolla.zendesk.com/entries/30716267-Repair-Service-for-customers-of-Jolla-com (finally updated, advising abroad customers to send a ticket to zendesk)

Finnish customers, repair service:

http://www.mobylife.fi/en/contact (Optima Services is now Mobylife)

2nd edit, August 11: @Jolla, how about a Roadmap tag as suggested and voted high already? This is an important issue conserning a lot of customers and has a direct affect on Jolla's marketing value abroad.

edited by @simo

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Comments

21

With 10,000 phones around and more being sold every day, it's about time that spares begin to be available to users, since getting assistance directly from Jolla is not as easy as taking the phone to a care point.

Giacomo Di Giacomo ( 2014-01-18 00:42:41 +0300 )edit

9

Yes. If spare parts were available, then also independent repair shops could get them and repair Jollas (for faults outside of warranty, like dropping the phone).

hana ( 2014-01-21 03:24:44 +0300 )edit

4

I would upvote you by 100x if I could.

IZ1IVA ( 2014-01-21 19:25:10 +0300 )edit

2

Customers outside Finland, latest official info: Oh, now that's almost funny. Link is to a page that is 'under construction', and so currently has no info at all ...

strongm ( 2014-01-25 12:27:41 +0300 )edit

6

My screen too is cracked, but not from dropping and a single crack in the very top area. Emailed Jolla care but no response yet. EUR210 Plus postage is too expensive for me to consider. That is more than half the value of the phone.

bockersjv ( 2014-02-05 13:53:05 +0300 )edit

42

answered 2014-01-25 20:51:04 +0300

This post is a wiki. Anyone with karma >75 is welcome to improve it.

updated 2014-01-25 20:51:04 +0300

TimTTK

4522 ●108 ●137 ●158

https://together.jolla.co...

I suggest that this issue should get "roadmap" status since it is considered very important for anyone who needs repairs for their Jolla devices.

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15

answered 2014-01-18 01:39:42 +0300

simo

29079 ●345 ●466 ●481

http://reviewjolla.blogsp...

updated 2015-03-26 16:57:28 +0300

EDIT: This answer included links to Optima Service which used to be the official repair shop for Jolla. Page is no longer found (404), but it guides users to Mobylife which seems to be the new official repair service (at least they are showing a Jolla logo among their services). So, just removing the wrong links and updating the contact information here for Finnish customers:

Helsinki (Walk in service)

Mobylife Oy

Hiomotie 30

FI-00380 Helsinki

Finland

Tel. 0600 0 1060 (1,49 €/min+mpm) (mon-fri 8-17)

huolto@mobylife.fi

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Comments

4

Until Jolla have repair services set up that covers everywhere they've sent phones, if the jolla store could sell "screen kits" it would help a lot of their users that have been unlucky. Those that can't do the fix themselves could probably pay a repair service if they could bring the parts.

Vaskinn ( 2014-01-26 00:05:16 +0300 )edit

3

My screen is broken too and I live in Belgium. I've sent an email to Optima Service and this is what they told me:

Dear customer,

Thank you for contacting us. Unfortunately we cannot deliver devices abroad after service. You can of course bring it to our service via proxy or personally in case you have business in Finland. You can also contact Jolla via email info@jolla.com about alternative service methods.

Sorry that we could not help you any further at this point.

With best regards

Low_res ( 2014-02-05 17:24:37 +0300 )edit

8

answered 2014-02-27 09:03:19 +0300

ak77

403 ●4 ●6 ●9

I live in Finland. Cracked the screen in million pieces by dropping it ~40cm to tile floor. I just got quote from the service, 210 Euros. I'll just wait for the plain glass to be available for diy replacement.

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Comments

7

Damn... That's 52% of the price of a new device... :O

My screen is cracked too, and I'll be waiting for a DYI repair too... That's for sure... ;-)

DrWilken ( 2014-02-27 11:31:37 +0300 )edit

3

The repair cost will not be in Jolla advantage when few cheaper Android with equivalent hardware (except TOH) will run SailfishOS...

TeHeR ( 2014-02-27 18:52:40 +0300 )edit

3

Anyone found plain touchscreen for jolla? Or is only solution to paid that 210 euros for 20 dollars screen?

darth ( 2014-07-15 23:37:28 +0300 )edit

7

answered 2014-04-24 11:08:57 +0300

darth
71 ●1 ●3 ●2

Broke my jollas screen also. And how? First I put the charger plug in and then there was a crack. No way jolla is using a gorilla glass. Never managed to crack screen in any phone until now. And price for a screen 210€, hell no. I really enjoy with the Sailfish but the phone is cheapest crap ever seen.

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Comments

3

Gorilla Glass is made to be scratch-resistant, not shatter-proof. Actually the harder the glass, the more it resists scratches, but the easier it breaks.

Giacomo Di Giacomo ( 2014-04-24 11:58:36 +0300 )edit

Sure, but if the frame is so slack the screen should be flexible also.

darth ( 2014-04-24 13:14:06 +0300 )edit

3

I have the same experience. I'm a "dropper", but never ever have I managed to break the display glass in any phone before Jolla. I've always used Nokia, and I once accidentally sent my old C7 flying into a concrete wall before hitting the asphalt and still the display glass survived without a single crack. I used to laugh at my kids running around with iPhone and get the display glass shattered after just a few months... Now my Jolla has got a crack after only 6 months. It's very disappointing.

spacenewt ( 2014-07-07 18:28:57 +0300 )edit

I used to laugh at my kids running around with iPhone and get the display glass shattered Why? It'll just be luck - the iPhone screen is Gorilla Glass (whilst Apple and Corning have been cagey about advertising this, Apple admitted they used it back in 2012 in their US Jobs Reports)

strongm ( 2014-08-11 12:18:42 +0300 )edit

6

answered 2014-02-05 14:18:27 +0300

Swl

1670 ●16 ●22 ●28

http://www.socialninja.se...

I got a reply from care on the question about replacing the display on my Jolla, two cracks in the LCD which causes "leaks".

Out of Warranty Repair Service Steps

START: 1. Customer accepts preliminary quotation and sends the device for repair service. Customer pays for shipping.

The phone is received and diagnosed, Customer is provided a final quotation.
Jolla sends customer revised quotation.

4a. Customer accepts revised quotation. Go to STEP 5

4b. Customer rejects revised quotation. Go to STEP 9

Phone is repaired. (Note: If in the course of repair, the quotation must be altered in some significant way, the customer will be notified!)
Jolla provides customer with bank transfer details
Customer transfers funds to cover repair service costs (Out of Warranty repair, IMEI no.: ???)
After receiving funds, phone is sent back to customer END
Phone is returned to customer (refer to Step 4b) END

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6

answered 2014-08-24 11:24:22 +0300

Kari

3106 ●83 ●115 ●122

updated 2014-08-25 02:12:24 +0300

Good news for all Jolla users who are able to use the Optima service for repair of Jolla phone.

Last week I left my Jolla between car door breaking the lcd under the glass. Anyway the Jolla Display module is constructed in such way the actual display and the front glass are unseparable i.e. despite what broken you will get always new display module with glass.

As expected all display related damages, which are caused by dropping or impact are not covered by the warranty.

The good news is that Optima has started to use new service price list few weeks ago and now days the change of broken display is more reasonable 120EUR at least that it was for me.

Optima allows you to accept the service cost estimate, before repair.

In my case repair was fast as I took the phone to Optima office by myself. Repair estimation came with sms same day and after accepting it, the phone was repaired and waiting for pickup on next day.

Very good service time for me....

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I asked Optima and they confirmed they have renewed their price list. 120€ is the new price for replacing screen+glass.

J24 ( 2014-08-25 23:30:27 +0300 )edit

5

answered 2014-01-20 21:38:39 +0300

FJVA
1990 ●10 ●16 ●19

Thanks for your tip. I approached them but they say they do not take repairs from outsider of Finland.

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Oh, sorry for that... So they didn't want to send you a new display either?

simo ( 2014-01-20 21:58:37 +0300 )edit

4

We are the Jolla people we do it unlike and together.

So which Finnish Jolla customer can help this collegue and send FJVA's phone to OPTIMA service? Or think of another solution?

@FJVA Buy a LUMIA 1020 phone wallet as soon as your Jolla is fixed, they fit the Jolla good.

BonoNL ( 2014-01-20 22:19:34 +0300 )edit

6

@FJVA @Lustmored Display + work at the official repair shop: 210€ (inc.VAT 24%). Salty price IMO, not much more asked from used phones. Still no direct service outside Finland, so I really hope some Sailors living in Helsinki or visiting there could help you with this.

simo ( 2014-02-03 18:41:40 +0300 )edit

1

@BonoNL Can you provide some photos of a jolla equipped with the Lumia 1020 wallet?

Anna ( 2014-02-27 14:47:34 +0300 )edit

5

answered 2014-01-21 18:09:37 +0300

Lustmored
53 ●2 ●3 ●5

I have exactly same problem. My cat have prove me that Gorilla Glass 2 is not invincible and could break when fall from like 50cm. Bad luck at landing I guess.

Anyway - is there consensus on what can I do? I'm from Poland and it is certain that no phone repairer may help. Anyone from Finland knows the price of new glass and is willing to help?

On the side - my Jolla still works. Screen seems untouched, just the glass have many "scars" on it. Touchscreen also works. But it looks not so well and I am afraid at some point may stop working.

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Glass is so severely damaged that it hurts your fingertip if you use it.

FJVA ( 2014-01-23 00:31:54 +0300 )edit

3

answered 2014-01-20 23:12:34 +0300

TeHeR

3505 ●33 ●47 ●50

updated 2014-01-21 02:52:02 +0300

axaq

5965 ●86 ●121 ●120

I have posted a question about local care service here because I was afraid of what bas just happened to you... I hope Jolla some user could help you because Jolla official support service seems to be overseadded...

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1

answered 2014-08-09 13:53:19 +0300

FJVA
1990 ●10 ●16 ●19

I got it repaired via Jolla support. It took some more time then you would expect, it may have been one of the first instances and the process may not have been in place. The new screen was fine and has not had any issues since.

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But you had to pay the 210€? I think as well, that's too much just for such a cheap glass... Any news about a replacement for a broken glass?

aimless ( 2014-08-09 17:38:48 +0300 )edit

Yes, I agreed to pay the bill.

FJVA ( 2014-08-10 00:18:43 +0300 )edit

Gorilla Glass is not cheap. Last time I looked it cost about 100UKP (i.e. about 125€) to replace the screen on a Nokia 920. So given the economies of scale that there presumably are for the 920 screen versus the Jolla screen, the 210€ seems less unreasonable (unfortunately)

And despite some people claiming it can't possibly be Gorilla Glass three things: 1) Gorilla Glass is not indestructible; 2) other phones using Gorilla Glass also break with minor drops; and 3) I'd suggest that Corning might have something really quite serious to say if Jolla illegitimately claimed to be using their product

Still, it'd be nice if Jolla could reduce the price simply selling the screens direct to customers so that they could fit them themselves, since a chunk of the price must be various overheads

strongm ( 2014-08-11 12:38:26 +0300 )edit

It is probably not very easy and risky to DIY this repair. It would be more convenient if you could have it done in a local shop. But how often would a local shop come across a Jolla Phone?

FJVA ( 2014-08-11 19:41:58 +0300 )edit

Repair service, Europe (How to repair my broken screen?)

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