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This is a question of expectation verses reality.

I have a needed to return my phone to Jolla for a repair and I have 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 as a 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 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 your lunch.

So my questions come down to these:

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.)

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

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

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

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

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 met 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.

This is a question of expectation verses reality.

I have a needed reality. I had to return my phone to Jolla for a repair and I have 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 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 as a 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 your lunch.

So my questions come down to these:

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?

be? There is a balance to be met 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.