Jolla - fraud or bad customer service? [not a question]
asked 2019-07-31 12:34:03 +0200
Hi,
I understand this is not the right forum for that, but since Jolla conveniently lacks any kind of visible customer support, bringing their misdeeds to public scrutiny is very difficult.
This post is made to just highlight a very poor and potentially fraudulent experience of using Jolla web shop to buy Sailfish OS for Xperia XA2.
Yesterday I have attempted such purchase, using a credit card, was allowed to enter card details, confirm purchase via my bank and the was promptly kicked out of the shop with an error message saying "you need to be logged in to proceed" - which I obviously was before making the payment. Re-logging did absolutely nothing, but when I checked my CC, the money was already reserved by Jolla. I have received no download link, there is no download options in the shop for me, there was no confirmation e-mail. But they took the money.
OK. Happen. I've contacted Jolla help desk, assuming such a fault would warrant some quick attention and prompt solution - after all, we are not talking about a broken link or some minor technical advise - the company has an issue with the payment system that takes money without acknowledging it! Well, the only reply I got was, quote:
Hi, we are sorry to learn about the trouble with the payment. We will act on your request as soon as possible. Please note that this is our holiday period and we do not have the full resources available. Therefore you should not expect immediate help. Sincerely, Jolla Customer Care
No commitment to solving anything, no timelines, no nothing. Despite the fact that they have already taken the money without delivering the product. Basically a brush-off "we don't care, it's your problem."
I hope this will serve as a warning to people looking into getting Sailfish and experimenting - don't. Save your money, time and effort.
As Jolla offers no constructive solution and refuses to engage I will have to contact my bank to stop/reverse payment and will file a complaint with relevant authorities in my home country and with EU customer protection organization regarding fraudulent activity. let's hope it's not too late to recover the money - because stalling tactics by Jolla Customer Support seem to be designed exactly to do that - make customer wait for unspecified time to make further action less efficient.
Bitterly disappointed.
I understand this is annoying and frustrating. I have my share of bad experience with bigger organizations that have awkward purchase processes, and not even a way to contact them (I gave up clicking on traffic lights and cross walks after some time).
My advice would be: keep calm and wait a bit? Jolla is not a huge enterprise after all and you got a response at least, even if it is just asking for patience.
Blizzz ( 2019-07-31 12:47:02 +0200 )editWhat? They are being honest. Nothing suggests thy actually want to take your money without delivering. Of course they will fix it, eventually. Have you seen workplaces in the Nordic countries this time of year? Literally tumble-weeds rolling down the hallways. Then again, empowering whoever actually is there to reply to also fix the issue would have been nice.
attah ( 2019-07-31 12:48:16 +0200 )editThe amount is reserved or charged? Check your card report. Maybe it has only been reserved by the system and not charged, in which case you will not pay for that amount and the reservation will expire after some time.
Giacomo Di Giacomo ( 2019-07-31 12:51:32 +0200 )editYou were right with your opening sentence, this forum is not the place to offload. This is not a real question, it is subjective, argumentative and cannot yield any realistic outcome.
I doubt very much Jolla is attempting to rip you off, the only thieves involved here are the BANKS.
I'm closing the question for a myriad of reasons.
Spam Hunter ( 2019-07-31 13:03:44 +0200 )edit