Procedure for getting permanent lock removed. [answered]

answered 2015-01-19 17:08:06 +0200

skanky
616 ●15 ●30 ●34

updated 2015-02-02 15:19:58 +0200

Okay, here's the procedure so far (I'll update this answer as the process progresses, and once it's complete, I'll change the question into a HowTo):

Firstly, though you really, really don't want to do this. It's looking like your phone will be out of action for some time. This is especially true if you lock it in the latter half of the week as there will be at least one weekend inserted into the process.

1. Register a request with Jolla Care - I requested a repair, there may be a better request type, but there's nothing on their website that says which type to use for this.

2. Don't panic if there's no immediate response, I waited about one and a half working days for a response. The response will say that (a) the phone will need to be sent in to Jolla (b) this is not a warranty repair and will cost EURO 40 + shipping costs (neither points were a surprise, but it's nice to have it explicitly written down). You will be asked if you wish to continue with the process before any instructions are given.

3. Respond that yes, you would like to proceed and then wait. Don't panic if there's no immediate response, I waited a little over one working day. I received a response (out of Care hours, which was nice).

4. It's effectively a standard Out Of Warranty repair request. Here's the list of steps for an OOW repair:

Out of Warranty Repair Service Steps

START: 1) a) Customer sends in the device for repair service and diagnose. Customer pays for shipping.* b) Customer informs Jolla care by sending in the IMEI, name, and address details

Please fill in and print out this OoW service request document and send it in with the device. Let us also know the following details:

First name: Last name: IMEI (found via accessing settings --> system settings --> about product OR on package label):

Please send in your device to:

Jolla c/o Optima Service Hiomotie 30 00380 Helsinki Finland

If you send in your device using air way, please add the recepient: Teppo Happo Do tell us if you need any further details.

2) The phone is received and diagnosed, Customer is provided a final quotation.

3) Jolla sends customer revised quotation.

4a) Customer accepts revised quotation. Go to STEP 5

4b) Customer rejects revised quotation. Go to STEP 9. Please note that there will be an inspection fee of charged if you reject the quotation. This fee will be invoiced from you.

5) Jolla provides customer with an invoice (Bank transfer or Paypal)

6) Customer transfers funds to cover repair service costs

7) When the invoice has been confirmed as paid the phone is repaired. (Note: If in the course of repair, the quotation must be altered in some significant way, the customer will be notified!)

8) The phone is sent back to customer END

9) Phone is sent back to customer (refer to Step 4b) END

Please do notify us if you are sending in your device from outside of EU. Due to customs restrictions we cannot guarantee to accommodate all outside of EU requests.

Please note:

Do not send in your SIM-card

Please make sure to create a back-up of your device and copy it to your SD card. Instructions on how to make a back-up can be found here. This is the only way to avoid all your data being lost during service because the phone memory will be re-formatted and the latest version of SailfishOS installed to your phone, regardless of what issue you are sending the phone in to repair for, and regardless of the SailfishOS version currently installed in the phone.

Please remove your lock code if possible

Please clearly indicate what you wish to have repaired and send in this information with the phone Carefully read through the terms and conditions:

Terms and Conditions

Steps for sending and payment:

1. It's worth noting that you need to provide Name and IMEI number to open a request. I did supply all the information requested separately in the request ticket as well as on the form. Jolla will provide a link to the form.

2. When the device arrives at Jolla (I sent mine tracked and signed for), they will ask you for preferred method of payment. Bank transfer or PayPal. I chose PayPal. If you do choose PayPal, you will need to supply the email address associated with the PayPal account.

3. They will invoice that PayPal account. Pay it.

4. Less than a day later (for me) you should get notification that you phone has been shipped an is en-route. You should get a tracking number.

5. Recieve phone and it should be in good shape (mine arrived today and so far it looks good). It will be flashed to the latest stable version of the OS - this means that you won't have to update it if it previously was on an earlier version, but you need to be aware that backups from older versions may not restore.

All in it took 18 days (12 working days) - including shipping in both directions, from initial Support request.