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HowTo Return your Jolla for In Warranty Repair

asked 2014-03-27 13:58:57 +0300

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updated 2015-11-10 15:39:48 +0300

Moo-Crumpus gravatar image

Hi All,

I have recently returned my Jolla for a warranty repair (SIM Holder issue). I thought it would be useful to list the process and share my experience here.

Step 1: Request Warranty Repair

Email Jolla care (care at jolla.com) and request a warranty repair. Include the following information:

  • Problem Description
  • Sailfish Version
  • Handset IMEI
  • Handset Serial Number

Step 2: Jolla confirm repair, and will request further information

Once repair has been confirmed Jolla Care will ask for the following information

  • First Name:
  • Last Name:
  • Street Address:
  • (Company:)
  • City:
  • Zip/postal code:
  • Country:
  • Email address:
  • Phone number:
  • Reason for return: (Use problem description from step 1)

They may also ask for the following (even though already supplied) - Device: Jolla - Serial Number - IMEI

Step 3: Supply of courier details & Airway Bill

Jolla Care will now send you a PDF containing 3 copies of a completed Fedex AirWay Bill (AWB). To dispatch your handset for repair do the following

  • Print off the PDF (3 pages)
  • Contact your local Fedex office or country call centre to request a pickup. You will need to inform them you already have a completed AWB, and request they bring an international courier pouch with them. If they ask for an account or reference number give them the AWB number (3 sets of 4 digits)
  • Package your Jolla in a suitable box with sufficient protection
  • When the courier arrives place your box inside the courier pouch and put the folded AWBs in to the clear plastic document wallet on the outside of the pouch. Make sure the pouch is sealed before you hand it to the courier

  • Fedex will then deliver your handset to Jolla in Finland. Delivery can take between 3 & 5 working days.

Step 4: Check on progress (Thanks to @Gabir for the instructions)

To get a snapshot of phone repair status, please visit the following link (in Finnish): http://www.kirjaahuolto.fi/huollontila/haku.php

Enter in the 2nd field, "Sarjanumero tai IMEI" [= Serial number of IMEI], your IMEI, then click on "Etsi" [= Search]

Translations for status messages:

  • "Työtilausta ei löydy" = No work order is found (I guess they haven't entered to their systems yet)
  • "Toimitettu teknikolle" = device is in the repair queue
  • "Huollettavana" = repair in progress
  • "Odottaa varaosaa" = waiting for Spare part(s)
  • "Kustannusarvio annettu" = repair cost estimation sent
  • "Valmis" = device repair ready/completed
  • "Työn alla" = Work in progress
  • "Valmistunut huollosta " = Graduate of Maintenance i.e. repair completed

If your receive:

  • "HUOMAUTUS! Laitteenne on noudettavissa liikkeestä vasta kun tila on "Noudettavissa""

This seems to mean (rough translation)

  • NOTE: Your device is available for pick up from the shop only when in the status "Pick Up"

suggesting your device has been collected by the courier and should be on it's way back to you.

Step 5: Wait impatiently for it to be returned!

  • My device received the above status "Noudettavissa" on the 28th March.
  • Jolla Care emailed me to confirm it was on its way back on 29th March.
  • I received via Fedex on the 1st April.
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Did this yesterday, I wish I had read your instructions before - especially step 3, it's so much clearer now! I couldn't get the Fedex guys to understand that I had a completed AirWay Bill - how could I since I myself didn't know what they were for :)

thisisme ( 2014-03-27 14:29:23 +0300 )edit

In my case they took 3 weeks to complete the repair. When they gave my device to the courier I received a noitification email with a FedEx tracking number.

Gabir ( 2014-03-27 17:24:29 +0300 )edit

It has been 4 weeks now since they received my Jolla, and not even a word about what is going on. At least FedEx sent m an email four weeks ago to tell me that the packet was delivered... Cannot expect such thing from Jolla, not even a clue of what is going on with my handset :/ A bit disappointed by this muted service, still no idea of when it will be sent back to me... So for newcomers: Patience will be needed.

DaTa ( 2014-03-27 19:52:26 +0300 )edit

@DaTa I suggest you to post a comment on the jolla customer care site after clicking on your repair case link and ask them about it. I did so when I sent my jolla and they provided me with a link and a translation of the repair status. If they don't answer, let me know, I can check if I find the link with the instructions to follow to see the repair status.

Gabir ( 2014-03-27 20:06:11 +0300 )edit

@Gabir Thank you for your comment :) I had already sent an email 1 week after they received it to know more, but they kept just saying that they were doing as fast as possible, no more info. I don't think I should ask again, should I? In "My activities" on my jolla zendesk account, I just see the entry as "open". It alsos says that last activity on it was 3 days ago, but there is nothing from 3 days ago in it so... :/

DaTa ( 2014-03-27 20:17:45 +0300 )edit

4 Answers

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answered 2014-06-05 10:52:26 +0300

idro gravatar image

I would add that you can use also Jolla Zendesk to contact support and ask for repair, it's work very well. 10 , max 15, days and your Jolla will be return in your hand repaired.

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answered 2014-08-05 22:35:16 +0300

icebox gravatar image

updated 2014-08-05 22:41:09 +0300

In case you're from Romania here's how it goes:

Once you get your AWB you need to call IRS (the fedex contractor for ro), get the number here: http://www.fedex.com/ro/contact/

  • If you are from a city directly served by IRS (bucharest only I think?) they will pick it up.
  • If you are from a different city they will email an order to Fan Courier and they will contact you and pick it up.

It's not enough to call at Fan directly as they will simply say that the order from fedex will eventually end up in their systems but actually it will only happen once you call IRS first.

Also don't do like I did and go directly to Fan as they will not recognize the AWB. Fortunately I could do all of the above in 30 minutes and still leave the package at Fan Courier.

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answered 2015-11-10 09:49:23 +0300

Kollin gravatar image

What does ""Liike kirjannut työn, ei saapunut vielä Optimalle"" mean? О.о

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Loosely translated: "The repair shop has registered the job, hasn't arrived to Optima yet."

raketti ( 2015-11-10 10:17:06 +0300 )edit

Thank you! GTranslate is not very helpful with Finish. ;)

Kollin ( 2015-11-10 10:31:20 +0300 )edit

No problem. :)

raketti ( 2015-11-10 10:55:36 +0300 )edit

answered 2015-01-07 20:13:49 +0300

foss4ever gravatar image

Thanks for these instuructions eventhough I got most of this information from Jolla Care when I reported that I have a screen defect (a yellow stain-like mark just below the display surface).

As the general guide by Jolla about the repair procedure mentions that the phone will reflashed, emptied and the latest OS version reinstalled, I suggest that this guide would also advice users to backup all content from the phone,and to remove the SDcard and SIM card from it before packaging and sending the device to be repaired.

Additionally, I would like to know has anyone been able to get the phone back from (warranty) repair w/o it been factory-resetted and reinstalled? Would a simple "please don't empty/reinstall the phone" request in repair docs suffice?

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If you ask kindly, everything will be fine! ;)

Kollin ( 2015-11-10 19:28:18 +0300 )edit
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Asked: 2014-03-27 13:58:57 +0300

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Last updated: Nov 10 '15