Warranty repair: reasons, experiences and cost

answered 2014-08-05 19:45:02 +0200

Sailor
8053 ●81 ●106 ●124

updated 2014-08-05 19:45:45 +0200

• my country: Germany
• reason for repair: frequent reboots, shutoff to blackscreen, vibration alert gets stuck
• repaired issue: phone was replaced
• duration of repair: 5 days from pickup to return
• experience on repair process: was fast and efficient and very friendly contact with care
• cost: 0 Euro

answered 2014-08-15 07:27:38 +0200

zlatko
16489 ●109 ●150 ●142

updated 2014-08-25 12:35:59 +0200

• my country: Bulgaria
  
• reason for repair: Sporadic fibration, faulty loudspeaker (squeezing phone helped sometimes), Random reboots
  
• repaired issue: Contacts cleaned. Cushion installed. Battery, vibrator and speaker replaced
  
• duration of repair: 11 days door-to-door
  
• experience on repair process: fast
  

• cost: 0.0 EUR
  

  Sent my Jolla to repair yesterday 14.08.14. From problem registration to receiving AWB it took 2 day, 3 days to FedEx pickup. I am sending my phone in for vibration and loudspeaker problems. I also have random reboots, but I doubt Jolla can do anything about. I added a request NOT to reset/reflash the device.

Will update the post with my further experiences.

15.08.2014 - device arrived in FInland and appeared in repair shop database.

19.08.2014 - device is being repaired. Status unchanged the whole day.

20.08.2014 - Status changed to "Valmistunut huollosta", which seems to be "repair completed". "Contacts cleaned. Cushion installed. Battery, vibrator and speaker replaced.". EDIT: received a tracking code form Jolla, status in Optima shop still the same.

25.08.2014 - I received the repaired device. All looks OK, vibration is working. Device came in a nice OptimaOY - cardboard box + padded envelop inside. Mentioning that because there were complain for bad packaging from repair service.

answered 2014-08-19 22:22:42 +0200

kimmoli
7188 ●94 ●133 ●160

http://www.kimmoli.fi/

• my country: Finland
  
• reason for repair: Faulty loudspeaker (squeezing phone helped sometimes)
  
• repaired issue: replaced speaker
  
• duration of repair: < 24 hours
  
• experience on repair process: fast
  
• cost: 0.0 EUR
  

Dropped the phone to Optima service desk in Pitäjänmäki, and next day got sms (or was it email) that it is ready.

(After 1.5 months the problems reappeared, but got audio back by squeezing, worked now for few days)

answered 2014-10-16 13:47:27 +0200

maslovalex
1441 ●6 ●9 ●11

updated 2014-10-21 11:04:18 +0200

• Country: Finland
• Reason for repair: yellow spots on the right side of the screen (https://www.dropbox.com/s/54zbcjrwa5427k5/yellow.jpg?dl=0)
• addition issues: cracks on the screen (https://www.dropbox.com/s/bhheqa23jgpavce/cracks.jpg?dl=0 )
• Repaired issue: Screen changed
• Duration: 7 days
• Experience on repair process: extremely positive
• Cost: 0 €

Yellow spots appeared on my screen before any cracks and have nothing to do with them (unfortunately I was stupid enough not to send it into the service straight away). I was expecting warranty repair for the display, but not for the glass. And I think 120€ a bit too much for the glass.

Thanks to Jolla Care (their fast replies and huge willingness to help), after our email conversation screen has been changed by warranty.

I would recommend always contact Jolla Care before putting your Jolla into the service.

answered 2015-10-26 16:28:50 +0200

oitos
83 ●2 ●7 ●10

updated 2015-11-07 17:15:24 +0200

Country: Denmark
Reason for repair: Very frequent reboots + replacement of cracked screen glass
Repair issue: Phone swapped + replacement screen fitted
Duration of repair: Just under 2 months (but about 10 days when I got response and immediately payed)
Experience of repair process: Very slow response times; hard to get questions answered. Seems Jolla staff learned from this experiment-gone-wrong though. =)
Cost: €50 because my original had a display with cracked glass. Brand new display was an option for €105.
No shipping costs as the phone was sent in under warranty (because of frequent reboots).

Edited 20151107:
Jolla owned up and got my case sorted. They swapped the phone and got me a nice screen replacement.
It took a (looong) while, but I feel that in the end someone took proper responsibility, answering my questions fully and giving me updates on the support case and repair process.
As you can see below, I was quite frustrated because I was basically being ignored by their support; I hope this was a one-off incident and that they will give other/new customers a much better support experience.

So: I am a happy Jolla owner again.
It's awesome to have a Jolla again, especially without reboots. Even with a (rather serious) hiccup like this support case, there is no going back from the open nature of the Jolla.

Post:
In my experience, Jolla's support team is a complete joke.
I have several times had to contact them after receiving no answer for more than a week.
They also closed my case before any resolution was reached or response was given a couple of times.

I have had two phones so far.
My original phone was swapped because even after returning it for repair multiple times the random and frequent reboots persisted. The second phone had exactly the same problem, but it additionally lost contact with the SIM card at least daily.
I returned my 2nd phone a 2nd time, to get the reboots fixed and have the screen replaced. Jolla shipped back the phone with updated firmware and swapped SIM card holder, but still with a cracked display, and still rebooting. I had to contact Jolla Care to find out that they had no screens in stock--nobody bothered to inform me of this, and in fact it was quite the opposite of what they had promised just days earlier.
The reboots persisted and I asked Jolla to come up with a permanent solution as I was tired of shipping my phone in (for the 5th time) only to experience exactly the same problems.
The support case lasted from June 15th to about September 10th before they actually got my phone back. This was partly because they asked me to do the battery pin connector 'gymnastics' (which temporarily alleviated the reboot issue), but also in large part due to the lack of response from Jolla Care.

They confirmed that they had my phone in hand on September 15th, and since then there has again been very few replies from Jolla Care. They are supposed to forward me payment information for the screen, but this has not happened yet--despite multiple requests from my end.
At this point I am very frustrated, as their support team is not answering and no payment information has been received, nor is there any information about where my phone is or how and when I can get it back. It is just stuck in their system, with a month and a half gone by since they received it.

I have no idea how support cases can linger this long. My ticket has not been closed, so somebody must have it in their inbox/active list. I have written to them weekly and I can only hope someone at Jolla bothers to respond so that I can get my case moving forward.
But again, so far there is no indication that anyone is taking my case seriously, nor is there any indication as to when I will receive my replacement phone.
It bugs me that they do not have a phone number to call. I feel unable to action this more than I am.

answered 2014-07-09 12:40:18 +0200

rantom
103 ●6 ●12 ●16

updated 2014-07-09 13:27:10 +0200

This happened on March but would to like to share my experience anyway.

So the haptic feedback on my Jolla stopped working. Since I also had a faulty pixel on the screen I decided to take the phone for repairs to Optima Shop in Helsinki. I left the phone to them in the morning and checked from their site on ~12:00 what was the status of my repair since I was told that the repair could take up to few days. To my surprise my phone was already repaired and waiting for confirmation by the technicians. Got a message few hours later that my phone was ready for a pick up. Did not expect to have the phone fixed this fast under warranty.

Overall very happy with them and will definitely go there again since I noticed recently that there's something stuck below of the screen, bottom left (seems like a bit of hair to me). Have to check that out later, not really bothering me since it's barely visible.

answered 2014-07-10 17:30:30 +0200

egnat69
1228 ●17 ●21 ●27

country: Austria Reasons for repair: yellow tinted spot on the display when device warms up, random reboots work done: new display assembly, pillow in battery compartment duration: 7 days from pickup (friday-friday) costs: none notes: backup needs some usability improvements... customer: satisfied ;)

answered 2014-08-19 18:29:54 +0200

mcfrisk
3892 ●71 ●93 ●95

Broken screen after 2 weeks with Jolla: repair costs too high so using a shattered screen since 8 months now.

Reboot and shutdown issues after LTE updates in May 2014: Jolla is my primary phone so tried the 'paper under the battery' trick to get more pressure into connectors first. Jolla repair would mean sending phone back and getting a backup, and it's unknown if official fix will be any better, plus the broken screen might invalidate this repair too, so not going forward with repairs.

answered 2014-09-23 23:59:13 +0200

Never
96 ●3 ●5 ●10

Country: Germany
Reason for repair: loudspeaker not working anymore (from time to time)
Repaired issue: Changed speaker
Duration of repair: 7 days from pickup to return (3 days to Finland, 1 day repair, 3 days to Germany)
Experience on repair process: Very fast (less than 1 day!)
Cost: 0€

answered 2014-09-24 00:43:36 +0200

pmelas
2723 ●48 ●64 ●70

my country: UK
reason for repair: intermittent vibrator motor
repaired issue: replacing vibrator motor
duration of repair: ~13 days, mostly with FedEx, actual repair time 2 days
experience on repair process: was fast and efficient
cost: free