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Warranty repair: reasons, experiences and cost

asked 2014-05-14 21:48:13 +0300

updated 2015-01-07 19:47:47 +0300

foss4ever gravatar image

I just received back my Jolla back from repair and thought it may be worth to exchange some experiences on reasons for defect, process, cost, duration, results ...

So here we go:

  • my country: Switzerland
  • reason for repair: frequent reboots, long lasting boot loops
  • repaired issue: replacement of SIM holder
  • duration of repair: 8 days from pickup to return
  • experience on repair process: was fast and efficient
  • cost: 53 EUR for customs handling and VAT (which I think is expensive for a "free" warranty repair)
  • EDIT 1.6.2014: Reboot problems came back, phone more or less unusable - crap !

Feel free to add your experiences. To learn how so send in your Jolla for repair please check:

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@bilgy_no1 ... not a customs issue, probably more a problem at Jolla logistics not to handle it as a temporary export from Switzerland, so no VAT applies for re-import after repair. I guess Jolla also paid VAT when importing it to Finland for repair when using the given FedEx process ...

Manankanchu ( 2014-05-15 10:43:13 +0300 )edit

No need to send the phone back to Jolla for the reboot problems, you will find here the workaround! Try this:

Jordi ( 2014-06-02 00:28:33 +0300 )edit

well, in my case they replaced the battery, so apparently there was something wrong with it...

I did the thing where you take out the battery for 10 minutes, but it would only help temporarily. I hope it's fixed now.

bilgy_no1 ( 2014-06-02 00:44:44 +0300 )edit

@Manankanchu You really shouldn't have to pay VAT for that. But Swiss customs are pros when it comes to ripping us normal people off. Write a complaint and explain the situation (also send them any possible proof that you sent your device abroad only temporarely for repair). You certainly don't need to pay VAT for the hole value of the device, usually only for the "work and new material".

Contact info here:

molan ( 2014-06-04 13:00:04 +0300 )edit

@caprico ... that's correct, but it's a mistake by Jolla as they haven't declared the import accordingly ...

Manankanchu ( 2014-06-04 19:05:33 +0300 )edit

32 Answers

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answered 2014-05-15 01:40:07 +0300

bilgy_no1 gravatar image

updated 2014-05-29 01:02:59 +0300

Sending mine in for the same reason. Getting in touch with FedEx for pick up tomorrow, but so far the contact with Jolla care is excellent.

About the Vat and customs handling: this should only apply when buying a new phone, and even then only from outside the European Economic Zone. It might be different in Switzerland, but I'd get in touch with customs to complain about it.

So, mine was returned today. Here goes:

Issue: boot loop Repair: battery replaced, cleaned contacts Duration: just under two weeks Cost: none Satisfaction with service: high

I suggested beforehand to just replace the battery, which could have saved all lot of money if they had just sent me a new one. I guess it's better to just have everything checked but now my Jolla was completely wiped and I have to set everything back. So, my advice is to back up everything before you send in your phone. Obvious, but still...

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answered 2014-07-11 14:14:04 +0300

Macilaci457 gravatar image

updated 2014-07-11 14:14:53 +0300

my country: Hungary
reason for repair: faulty vibration function
repaired issue: replaced phone (mgf date 01.2014)
duration of repair: 4 days from pickup to return
experience on repair process: was super fast
cost: 0.0 EUR
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They replaced the phone for a part worth less than a Euro!? Now this is whar I want to avoid. Besides the dilettantism of curiers in Hungary (I have bad experiences with them lately).

LVPVS ( 2014-09-25 22:13:54 +0300 )edit

answered 2014-07-12 11:08:55 +0300

boggins gravatar image

Here are my experiences with Jolla care.

Problem 1 : intermittent dead speaker.

Duration: From the time of my initial query to receiving the repaired phone, it was around 5 weeks; but it took more than 2 weeks for Jolla care to act on my initial query. The repair/return time was a little longer than it could have been due to the delivery firm not communicating delivery points/times well.

Outcome: The speaker was repaired, but died again after just a few days.

Cost: I was charged tax (about 900 NOK, a little over 100 EUR) on import (to Norway). According to Jolla this was a mistake on the part of FedEx, but FedEx asked that I pay, and that I had to claim back from Norwegian customs. This I have done, but have not yet been reimbursed.

Problem 2: after the above repair, the speaker died again.

Duration: Quicker this time; Jolla care responded with FedEx details in 5 days; the repair itself was also a little quicker, a little under 2 weeks from door to door.

Outcome: They replaced my Jolla. No problems with it since then.

Cost: Again, I was charged around 100 EUR by FedEx. I have not yet paid this and will try to argue that FedEx should claim the money from Norwegian customs, not me.... but we'll see how that goes.

So I am hopeful that the taxes will be reimbursed - otherwise I will be 200 EUR out of pocket.

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answered 2015-09-24 00:35:09 +0300

mr_jrt gravatar image

My story (UK):

2015/02/15 - Bought Jolla. Mfg date Nov 2014.
2015/03/08 - Opened ticket with Jolla as my phone was crashing under load. I grabbed logs for my post here.
2015/03/09 - Internal MMC is clearly faulty. Phone accepted for repair.
2015/03/14 - I provided address details for pickup (had to find some time to figure out how to back up everything, including the stuff the backup feature omits, like MMSes).
2015/03/20 - Still no response.
2015/03/23-25 - Dialogue back and forth about how to Fedex it back.
2015/03/29 - I request a replacement at pickup as I bought a new phone and it's less than a month old so I wouldn't have to be without a phone for a long period of time, and it's not going to be repairable due to the MMC needing replacement.
2015/03/30 - Fedex refuses to ship Lithium battery.
2015/03/30 - Phone sans battery collected by Fedex.
2015/04/07 - Phone reaches Jolla, I enquire when I will get my replacement.
2015/04/09 - Replacement is shipped, ticket closed.
2015/04/13 - Replacement is delivered, Mfg date Dec 2013.


2015/08 - Phone develops large yellow "burn" on top left of screen after short period of instability, overheating and rebooting requiring a battery pull to reboot.
2015/09/22 - Reported issue to Jolla.
2015/09/23 - Jolla closes ticket with:

A situation has developed which may lead to a delay in repair service for the issue you are experiencing with your device. We are working to solve the situation as quickly as possible.

We will close this ticket for now and get back to you once we have more information.


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@mr_jrt any news from Jolla regarding your issue (it is almost a month since they closed your ticket)? I have the same problem and they are not even responding.

Neo ( 2015-10-20 18:26:48 +0300 )edit

They got back to me a week or two after this and have offered a repair. I haven't been able to take them up on this as I can't afford a) the time to back my data up manually (as the backup application doesn't do it properly), nor b) to be without a phone for a week as they don't do exchanges. Hopefully be able to arrange this for next week as I have some time off work!

mr_jrt ( 2015-10-22 13:08:26 +0300 )edit

answered 2014-05-15 14:43:20 +0300

Khertan gravatar image

I m waiting my jolla back as fedex lost send it in china by error after a landing in France... (i lived in France) That s the second time i send it for repair, so i ll talk about first one only

my country: France
reason for repair: frequent shutdown, freeze, lag, network error, Sdcard corruption, sim connexion lost
repaired issue: sim holder, software update and changed battery
duration of repair: 11 days from pickup to return
experience on repair process: was fast and efficient
cost: 0 eur

While i didn t have issue anymore with sim card, i ve still frequent shutdown, and network error. So i ll probably edit this post when my jolla will be back

Fedex Travel : 08/05/2014 17:00 Departed FI 09/05/2014 02:00 Arrived in France CDG (30Km from home) 13/05/2014 05:13 Arrived in GUANGZHOU CN (???uh???) 15/05/2014 01:02 Left GUANGZHOU CN 15/05/2014 10:29 Arrived in Koeln DE ...:)

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answered 2014-05-16 12:47:20 +0300

rihmeld gravatar image

updated 2014-05-16 12:48:17 +0300

Screen had dead pixels. Only drawback was the time period that took Fedex to bring it to Finland from Estonia and back. One day after pickup it was 16 km from the warranty office in Finland and then Fedex decided to bring the device to an Euro trip. Otherwise I am happy. Screen got replaced in one day.

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Free vacation for your phone. :D

cryorat ( 2014-10-24 13:01:41 +0300 )edit

answered 2014-05-29 09:27:18 +0300

Hot pixels on right lower part of the screen and bad speaker sound quality. Location Finland. Send it by post on monday, and got it back on thursday. Screen and speaker were replaced and free of charge for me.

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Second repair for my phone. Hot pixels again on the same spot, speaker sound quality and random shutdowns. Sent it to Optima on monday, and it was waiting for me in my mailbox next monday. Speaker, display and battery was replaced.

jarnose ( 2014-08-05 22:32:51 +0300 )edit

answered 2014-06-27 17:06:05 +0300

cocof2001 gravatar image

I am totally satisfied by the service. Had a "burn in" screen defect. One week we discussed by mail (cleaned personal data, backups, removed sdcard and sim, found a box for shipping) and then in one week my phone was sent to the service center, screen replaced and then sent back to me. Great service and all was with no charge for me!

PS I also looked at this guide:

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answered 2014-07-09 17:50:26 +0300

molan gravatar image

updated 2014-07-09 17:54:01 +0300

I had following problems with my Jolla:

  1. Random reboots
  2. Loosing SIM card connection
  3. Broken speaker (metallic, distorted sound)

Happy with Jolla Care service

3rd issue made me send my Jolla to Finland since I use those speakers (and speaker phone) quiet a lot. Overall I had a very good experience. Jolla Care always replied very fast and didn't hesitate to offer me a warranty repair. Jolla Care is really amazing & helpful in my opinion (the Zendesk customer service solution works very well). Sending in the package was very easy and it took about 2.5weeks until I had my Jolla back and everything got fixed. For the random-reboot problem they added a thick plastik sticker to the cover which pushes the battery up to the connectors. SIM card tray and speaker got replaced. The repair didn't cost anything for me.

'Broken' camera after repair

Unfortunately the camera didn't work anymore and with sadness I realized that Optima Service (the company which fixes Jolla phones) forgot to make a system check (at least that's what I assume). I contacted Jolla Care again and they helped me test the camera but I was pretty sure the camera module wasn't connected. So I disassembled the phone and reconnected that camera - I simply didn't want to send the phone in again and wait for it.

So that was pretty bad by Optima Service, but I personally don't bother because I fixed it quiet fast (but someone else could get quiet upset about that...).


@Manankanchu from Switzerland reported that he had to pay around 53 Euro taxes because the phone wasn't declared as a repair-shipment. In my case FedEx/Swiss customs called me and I send them original VAT declaration & phone bill via email. So I didn't have to pay taxes again. I wonder what has to be done to make customs understand what the shipment is about. I guess I'll write and ask them any time soon...

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answered 2014-07-22 21:34:44 +0300

Sayang gravatar image

updated 2014-07-22 21:36:38 +0300

  • Country: Sweden
  • Reason for repair: Dead pixel & reciever/speaker broken
  • Repaired issue: Change screen & reciever/speaker
  • Duration of repair: 7 days from pickup to return. (15/7 - 21/7 - 2014)
  • Experience on repair process: QUICK! :)
  • Cost: Nothing.
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Asked: 2014-05-14 21:48:13 +0300

Seen: 6,711 times

Last updated: Nov 07 '15