HowTo Return your Jolla for In Warranty Repair

asked 2014-03-27 13:58:57 +0200

This post is a wiki. Anyone with karma >75 is welcome to improve it.

updated 2015-11-10 15:39:48 +0200

Moo-Crumpus
3704 ●73 ●98 ●104

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.