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asked 2014-07-19 03:26:46 +0200

dies_felices gravatar image

updated 2014-07-19 11:55:14 +0200

2Ti gravatar image

This is a question of expectation verses reality. I had to return my phone to Jolla for repairs and got back a phone that appears to be working. I got what I expected and I didn't expect to be happy at the end. What I don't know is what was wrong and what was done to fix it.

I am a person of a technical persuasion. I ask technical questions. Would you expect Jolla's care team to respond in kind?

The thing that nags at me is that all Jolla may have needed to do was restore the phone to factory defaults and send it back to me (the cheap and easy fix but may not necessarily resolve an underlying fault). Indeed the phone already has that feature.

Now what I am struggling with is trust. Do I trust a phone which with all the wonderful advantages that drew me to it in the first place, do I put trust in it again. I have a lot of work ahead of me to get it back to anywhere near it was before I sent it back to Jolla. This is all about openness, I am left with questions.

This is not fair, I am holding Jolla to a far higher standard than any other organisation but it is my sincere hope that Jolla can surpass my aspirations. I would not ask for the crown jewels, nor do I want to know what you had for lunch.

So my questions come down to these:

  1. What files do I need to manually back up my data? (the back up application failed at the time the phone was faulty, text messages, contacts, settings etc.)

  2. What was wrong with my phone? (kind of like putting a name to a face)

  3. How was it fixed? (why it won't happen again)

  4. Is there a work around? (In case this re-occurs and I need the phone until a certain task is completed, or another reason)

  5. Diagnostics, what can I do diagnostically to monitor the health of my phone? (to help prevent the further loss of data)

  6. What does it mean to be an 'open' business, anyway? (for the customer)

As a customer, like most, I have dealt with regular closed companies and their support teams and rarely felt better for it. In this case maybe I'm just jaded but I don't feel any different from any of the other times.

In respect to the back up issue I could make a few suggestions that might mitigate the issue but that's another matter to the question of openness and customer interaction. How open should Jolla be? There is a balance to be struck and I would like to know what your expectations are? Perhaps even match these against the policies Jolla have in place on this topic.

I don't want a good experience with customer care or even an awesome experience. I want bidirectional communication in an open, honest and fair fashion with Jolla.

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Could you link to the Jolla policies you refer to? I couldn't immediately find anything on they website. Also did you ask care what was done to the phone. Other people seem to have reasonably good idea what was repaired or changed.

2Ti ( 2014-07-19 11:55:50 +0200 )edit

The only reference to Jolla polices I am trying to allude to is my assumption that Jolla have polices.

Honestly, I haven't asked Jolla what they did to my phone. You have a good and fair point there. I have now submitted an email to ask.

In the mean time though, I don't deny being jaded and sceptical. The point of this is not to denigrate Jolla.

My experience with Jolla was then when I asked a technical question the process of the return, I did not get an answer. This resulted in my not being able to back up my data from my phone.

As for what was repaired, the best I can tell you is that the firmware was re-flashed. In other words, the phone was restored to factory settings. Such a settings reset is available in the Phone's configuration options.

The issue I experienced which prompted the return was severe instability in the phone and dropping calls regularly all to the extent that Jolla requested the return of the phone.

dies_felices ( 2014-07-20 02:59:56 +0200 )edit

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answered 2014-07-19 11:49:47 +0200

2Ti gravatar image

updated 2014-07-19 11:50:11 +0200

I wholeheartedly agree with your sentiment. I haven't sent my phone to Jolla for repairs, but have had some interaction with their customer services, and found the interaction always to be quick, informative and polite.

I don't really have answers to any of your questions but I do have a theory of what is currently going on. This though does not rely on any insider information, it's just my interpretation of the events. The bottom line I think is that Jolla is both a new company and extremely busy. There are a thousand and one things they are focusing on, from software updates, working on new hardware (apparently), working to pull in partners such as Makia, Rovio and F-Secure, working to break new markets such as India and China all while maintaining what has already been built.

The end result is that some things get overlooked or prioritised over others. An example of this is the communication fiasco in November 2013 when the first phone deliveries were supposed to start. It took Jolla 2-3 weeks to realise that they HAVE TOlet customers know what is happening. In the end the community organised itself via a Google Docs spreadsheet with order IDs and delivery information. I imagine the inbox of care@jolla.com was pretty full by start of December, I got a reply to an email I sent December 14th on the 2nd of January.

So like any new company that aims to grow aggressively Jolla has a lot on it's plate, not enough people (I assume) to clear everything off it and certainly not the policies and procedures to deal with everything that happens. It's quite possible that Jolla doesn't know what was wrong with your phone. Unlike Nokia they don't make or service the hardware.

Don't get me wrong, I'm not defending the lack of communication. I'm simply saying that there may good reasons for it. Jolla on the other hand has promised to be open and community driven and to some extent also delivered on that. The way I see it is that we've not only bought a phone, we've also bought into the company and they way they operate. Where we find the operations of the company to be lacking, then it's our responsibility to be the community to change those operations. Maybe Jolla will listen, maybe they won't. They have made promises to listen and be community driven so I think we should for now give them the benefit of the doubt, and keep pressure on the company to become more like that. Maybe I am naive but I do believe they mean what they say.

What my expectations are? More or less the same as the ones listed in the OP. The question of how open they should be is a difficult one, and they are probably trying to figure it out themselves as well. My understanding is that most of the people came from Nokia, and Nokia was awful at communication. It was a huge corporation designed as a hierarchical managerial dream (or nightmare). To what extent that mentality is still present in the people who left I don't know, but I appreciate having the opportunity to try and make a change. As in us the community having that opportunity. So +1 for a well worded and well placed question.

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My suggestion to Jolla is for the early adopters, enthusiasts and developer community is to provide a complementary (complementary to Jolla Care) support forum. The expertise would be provided by the Jolla community members. A variety of issues would be able to be fixed at the cost of a community site for Jolla. Consumers would be able to talk to their peers and get advice about what information they need to give to Jolla Care for best results. A set of FAQs could be generated by Jolla users for Jolla users. This would also allow consumers to share experiences of features or updates etc. The forum ‘Elite’ members would be able to direct issues to the appropriate 2nd line groups to achieve quick and efficient resolution. The ‘Elite’ membership would be by invite only, drawn from members of the community who are regularly active, friendly, helpful, knowledgeable and maybe an early adopter. The goal of this idea is to generate a community based support structure. Additionally, an advantage of this would be that members are able to be drawn from around the world. This would allow for twenty four hour support and multi-lingual support.

I imagine Jolla already have something similar in mind.

dies_felices ( 2014-07-20 03:43:31 +0200 )edit
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Asked: 2014-07-19 03:26:46 +0200

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Last updated: Jul 19 '14