Warranty repair: reasons, experiences and cost

answered 2014-09-24 18:51:36 +0300

Louis
4600 ●68 ●93 ●93

http://www.louis.dk/

updated 2014-10-02 17:12:26 +0300

Phone #1 (My friends' Jolla)

my country: Denmark
reason for repair: random reboots, TOH not recognized 
repaired issue: Battery replaced and battery cushion installed
duration of repair: 13 days
experience on repair process: fast
cost: free

Phone #2 (My own Jolla)

my country: Denmark
reason for repair: Vibration died, random shutdowns, yellow marks on the screen and sometimes the touch stopped working for a while.
repaired issue: Display and vibrator changed. Battery cushion installed and connectors cleaned. Software update.
duration of repair: 7 days
experience on repair process: super fast
cost: free

answered 2014-10-13 18:12:02 +0300

motka
1 ●1 ●1

I think I will be the first customer which is unsatisfied with the service provided. But judge yourself.

Country: UK
Reason for repair: Frequent Reboots, Overheating, Battery going empty after 8 hours of 3G without much use, halfway broken button
Repaired issue: Battery tested OK. Battery cushions installed and connectors cleaned. Software update.
Duration: 11 working days (17 all together)
Experience on repair process: For what was done, slow and also the major issue of overheating not even looked after.
Cost: free

Happiness of service: Unhappy, phone came back with the same half broken button, the issue of overheating and insane battery drain not even mentioned. I have to mention that I checked my battery state, cleaned the connectors and used folded paper as the battery cushion. I was running an up to date system when I was using it. So nothing that they did on this repair was something that I didn't do already. They just made it official. The other thing that is disturbing is, I got the notice that my phone will be shipped back and the repair summary is with the phone, so I didn't even have a chance on reminding them on it.

answered 2014-10-15 22:31:57 +0300

jabbounet
21 ●2 ●3

my country: France reason for repair: loud speaker issue repaired issue: loud speaker duration of repair: 8 days from pickup to return experience on repair process: was fast and efficient was repaire 2 weeks ago, sound seems working fine for the moment.

answered 2014-10-21 11:15:34 +0300

Slawek
1456 ●30 ●39 ●46

Here are my experiences with Jolla care.

Countury: Poland

Problem: Yellow burn-in area on the screen - left side

Repaired issue: Screen changed

Duration: 14 days

Cost: 0 €

The phone has returned - everything is ok.

answered 2014-10-23 21:59:00 +0300

sigma_
1 ●2 ●2

My phone fell from a height of ~ 1m right on its screen. The package arrived at 08:15 according to DHL and left the next day on 12:00. That includes all necessary communication, e.g. asking about my payment method, receiving the payment etc.

• country: Germany
• reason for repair: broken screen
• repaired issue: screen replaced
• duration of repair: 1 day
• experience on repair process: very fast and efficient
• cost: 120 EUR

answered 2014-11-21 23:42:37 +0300

sauron
298 ●5 ●8 ●15

Hi everybody, I want to add my experience too. I sent my Jolla because of audio and display issues:

• country Italy
• display and audio issues
• duration of repair, 10 days door to door
• experience on repair process: great, I was afraid of having to wait at least a month
• cost: 0

Thank you very much, you are doing a great job. Jollaaaaaaaaaaaaaaaaa

answered 2014-11-22 23:39:35 +0300

kearnage
1228 ●31 ●41 ●49

my country: Ireland reason for repair: Part of touchscreen not responsive repaired issue: replacement screen duration of repair: 15 days from pickup to return - only 3 days spent at Jolla, rest was transport experience on repair process: very fast cost: free

Adding a note on delivery, I used the original box to return the phone in with a packet envelope from Fedex with air bubbles. The return package was the same box within a thin plastic envelope, which the delivery man tried to shove through our letter box and broke the box. The phone is fine, but moral of the story is not to use the origional box if you want to keep it in one piece :(

answered 2014-12-16 22:00:00 +0300

J4ZZ
789 ●3 ●9 ●13

updated 2014-12-16 22:02:09 +0300

Hi, I just wanted to ask if someone knows what it means when the fedex tracking is suddenly lost right before scheduled delivery which was supposed to be today till 18:oo o'clock. Now all I get is "No estimated delivery date available at this time." and no phone recieved.

Second strange thing is , the sent it to Roissy Charles de gaulle Cedex FR instead to Germany were it supposed to be deliverd to ?!?

:confused:

J4ZZ

answered 2014-12-17 09:28:13 +0300

okourkoulos
121 ●4 ●7 ●10

Greece. Problem: faulty vibrator and other minor glitches. Duration: 10 days incl. shipping Solution: new phone!!! cost: free experience: I love those guys!!!

answered 2015-01-31 17:35:21 +0300

martinrusler
2203 ●18 ●22 ●25

updated 2015-03-03 19:27:33 +0300

• My country: Norway
• Reason for repair: Jolla stopped responding to touch. (+ random reboots)

I am writing this post since I am a bit dissatisfied by Jolla Care: My Jolla stopped working 2015-01-19. Since I had ssh access to my phone, I was able to get the full dmesg output, which I attached to the repair request (sent the same day). The dmesg output contained the following (excerpt):

 BootLog, +touchpad_init
 [TP] SYNAPTICS RMI4 Touchscreen Driver
 [TP] [PM_LOG]register pm log for touch driver.
 [TP] Success to configure gpio_vendor_id:93 
 gpio_name:ft5316_ts_vendor_id
 [TP] power on device successfully.
 USB::otg msm_otg_init_sm set ID
 qup_i2c qup_i2c.3: Recovery failed due to undefined GPIO's
 qup_i2c qup_i2c.3: Transaction timed out, SL-AD = 0x20
 qup_i2c qup_i2c.3: I2C Status: 132100
 qup_i2c qup_i2c.3: QUP Status: 0
 qup_i2c qup_i2c.3: OP Flags: 10
 [TP] write FFh 1 bytes return failure, -110

Jolla Care were quick to respond, and asked me to perform several tests, which I gladly did, although non worked - the phone still did not respond to touch. At Jolla's request I also reset my device, but that didn't help either. I gave a detailed report back. This was still not enough for Jolla Care to take my device in for repair - they wanted to double check with the Tech dept. Well, fair enough.

One week after my initial request, I kindly asked again to send in my phone for repair. I was then asked to test a bit more, connecting the charger etc., but that didn't help. I reported back my findings.immediately (2015-01-27).

I would expect to get an acknowledgment that my device needs to be taken in for repair, but I still haven't. I feel that I have provided much more technical info than Jolla could expect from any "normal" user.

So, Jolla, if you're reading this: I am one of your core supporters and backer of the tablet as well. Please at least respond to my request. If the case is that you don't have any repair plan for Norwegian customers - let me know. I have an extra depot of patience for companies that support open source, transparency and respect privacy.

2015-02-04: I have now waited another week, and Jolla have not responded.

2015-03-02: Got a new device in return. Cost: 0. Happy for that, but haptic feedback is flaky (at least compared to the N9 which I have used for more than a month now)