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No respone from care@jolla.com for 4 weeks & ticket status [not a question]

asked 2014-01-19 15:32:36 +0200

minnist gravatar image

updated 2014-01-27 21:30:08 +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 :(.

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The question has been closed for the following reason "not a real question" by eric
close date 2014-01-30 18:10:36.935976


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 )edit

I 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

1 Answer

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answered 2014-01-19 18:41:37 +0200

foss4ever gravatar image

updated 2014-01-19 18:42:47 +0200

Have you tried logging in to the Jolla Care Knowledge Base with your jolla acc, and maybe see the status of your request there? https://jolla.zendesk.com/forums

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Asked: 2014-01-19 15:32:36 +0200

Seen: 557 times

Last updated: Jan 27 '14