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what is the care support procedure?

asked 2014-03-11 09:58:55 +0300

c.la gravatar image

updated 2014-05-05 16:23:25 +0300

eric gravatar image

Hi, some people reported hardware issues with jolla (vibration not working, volume buttons loose for example).

I'm wondering what is the standard Jolla procedure for clear hardware fault (i.e. not a broken screen that is user fault)?

Do I have to

  1. sent the phone to Jolla (Finland)
  2. wait for Jolla to fix the issue
  3. Jolla ships the phone back to me

Or does Jolla sends me a replacement device and allows me to make a data copy to the new phone and send the faulty one back to jolla?

This might get interesting as Jolla could sell premium support packages for a seamless support. This could also help to soften the lack of support centers outside Finland.

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Wait, my volume buttons are so loose you can hear them moving around when shaking the phone. They do work, though. Is this covered by warranty?

jollailija ( 2016-01-10 20:32:22 +0300 )edit

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answered 2014-03-12 05:18:19 +0300

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updated 2016-01-10 17:56:44 +0300

Mced gravatar image
  1. submit a request here: https://jolla.zendesk.com/hc/en-us/requests/new with the issue hardware or software unable to solve yourself.

2a. you receive some solution for self service.

2b. if can't solve yourself, you receive a RMA ticket number "1234" and somes questions to answer

The we suggest you send in you phone for repair. To process the return we would need you to provide us with the following information.

First Name: Last Name: Street Address: (Company:) City: Zip/posal code: Country:

Email address: Phone number: Bank account (IBAN) Bank SWIFT/BIC:

Device: Jolla IMEI: (found via accessing settings --> system settings --> about product OR on package label) Serial No. (S/N): (remove back cover --> remove battery --> read from label underneath battery)

Reason for return: (Please provide a description of the alleged fault and the circumstances leading up to it)

  1. enclosed to this email are the documents (air way bill and proforma) you need to print in order to return your phone.

Please proceed in the following manner:

  • call your local Fedex office and agree on a pick-up time, do also ask them to bring you packaging material, a return box, and a plastic cover for the air way bill
  • print all the enclosed documents (air way bill, 3 pages), fold them once, and put them in the plastic cover
  • please remember to protect the Jolla by wrapping it properly before putting it into Fedex return box.

Fedex will pick up your parcel at the agreed point of time and we will proceed with the refund once the phone has returned to us and checked.

Please note that the air way bill is only valid for five (5) days, so you will need to be in contact wit FedEx within five days from receiving this message.

  1. after jolla phone resolved on working days, you receive email from care with new Fedex AWB with same ticket number "1234" with re attached (re for return)
  2. you should receive in the 5 working days and enjoy :-)
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Oh so Jolla takes charge of the shipping fees? Great support! Hope not too many people need to send their Jolla back.

Sthocs ( 2014-03-13 23:57:49 +0300 )edit

How long does it normally take a "Vibration Problem" reparation?

lupastro ( 2014-06-13 10:04:25 +0300 )edit

about 2 weeks.

atlochowski ( 2016-01-10 18:47:24 +0300 )edit
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Asked: 2014-03-11 09:58:55 +0300

Seen: 565 times

Last updated: Jan 10 '16