No respone from care@jolla.com for 4 weeks & ticket status [not a question]
asked 2014-01-19 15:32:36 +0200
I reopen the Ticket because I have received exactly 1 email a week ago asking me for details about my device which I provided. Now there is silence again. This is very very frustrating.
I opened a ticket with care@jolla.com almost a month ago concerning the device I received and as of yet haven't received an answer. The screen has yellow spots at the borders and hence I would like to exchange the device. Furthermore the included white THO is not working. I opened the ticket the day after I had received the device.
From what I observed the care department is very busy. However, I don't even know what the status of the ticket is by now. I send emails in response to the email I received when I had opened the ticket and some 14 days later I created another ticket: no Reponse from Jolla.
In short, I don't know what to do. I could open another ticket but then what, wait another month? The other problem is that from what I understand there is 14 day window in which am able to send the device back or ask for an exchange - which has closed by now. Is there a way to query the status of a ticket with a keyword in the subject for example?
Are there are other people with similar experiences? I don't know what I should do, go ahead and open another ticket? There isn't a shop or a number I call after all.
Currently I feel like I have a very expensive but interactive paper weight :(.
Well, Jolla is clearly overwhelmed on all fronts. Problems in shipping, harbour QA, care department. Maybe they thought that shipping the devices will give them a break and they got a massive amount of traffic instead. Who knows, they won't tell...
mornfall ( 2014-01-19 15:36:47 +0200 )editI tweeted to Marc Dillon and JollaHQ about them not responding to my ticket after a month - Marc Dillon replied and the service desk then got back to me almost immediately after that
Cosmic_Kakapo ( 2014-01-19 19:14:38 +0200 )edit@jjaone I had to create and account but as it turns out the requests are actually linked to it. The status is: "This request is awaiting assignment to a support agent", great! Well, so I guess I have to wait :(. Anyways thank you for the comment!
@Cosmic_Kakapo I think, I actually remember that tweet :). I thought about doing the same. I don't have a twitter account but oh well I may end up just having to create one just to get some attention - which is kinda weired...
minnist ( 2014-01-19 21:07:05 +0200 )edit@minnist: haven't you received email instructions yet from care? In case you have, please answer your own question and close, thanks!
eric ( 2014-01-19 21:31:54 +0200 )edit@eric No, I haven't received instructions yet. I just checked again and the status of the requests hasn't changed either. Ughm guess they don't work Sundays...if you want me to, I can go ahead and close the question anyways.
minnist ( 2014-01-20 00:00:15 +0200 )edit