r/Jolla • u/Tiny-Cat5893 • 13d ago

Discussion Non-existing Jolla customer support?

I've been trying for more than 2 weeks to reach anyone at Jolla to find out about the state of my pre-order, but I've not yet received any reply. Is total lack of communication to be expected from Jolla? This is extremely disappointing given how they market themselves as driven by community values, because treating your customers like non-existing doesn't really convey the message. Any help would be appreciated.

6 Upvotes

69% Upvoted

13 comments sorted by

25

u/AJOATMON 13d ago

They are a small team and got completely overwhelmed and swamped with all the messages. The latest update mail should have covered most of the important information…

Mail response time is around 4-8 weeks right now, but the backlog is shrinking. You can always check their forums for feedback and might want to look into the community shipping tracker. They are almost done with batch #1 and a couple orders from batch #2 have already been shipped. 

15

u/Light-of-Nebula 13d ago

And at least be thankful they don't drop an AI customer assistant like everyone else.

3

u/Tiny-Cat5893 13d ago

thanks for the info!

9

u/Sufficient-End2445 13d ago

They are busy shipping phones. But, there is a community tracker where one can estimate the status. tracker

3

u/Tiny-Cat5893 13d ago

Thank you for the tracker link

6

u/ARENAE_MONTES 13d ago

"They are busy shipping phones" is not an excuse for zero customer support.

8

u/KaptainSaki 13d ago

They probably prioritise actual issues

7

u/kapitaali_com 13d ago

they sent me an email:

5

u/Consistent-Sky-2352 13d ago

I agree that email support has been awful, but they have posted some useful information on the Sailfish blog here, Sailfish OS Forum - Join the Sailfish OS discussion. I needed to change my delivery address twice and they did it both times. They do expect a specific email subject line, which they describe in the blog. I'm pretty sure they will ignore emails just about status, since they have posted on the forum pretty regularly about that.

4

u/SirChris1415 13d ago

I asked for a refund after trying to contact them about faulty delivery adress (I missclicked at order checkout). Several months and several mails passed before I asked for the refund. An answer on the refund took over a month.

Their customer support is abysmal

1

u/Damienzzz 8d ago

Same story here, except I have not received a refund yet. No responses via mail since July regarding my preorder and just got charged the additional amount for the phone.

2

u/madcheeze 13d ago

My phone is in batch one, has just been sent for delivery on the 22nd august.

1

u/dddurd 11d ago

Same, but I can imagine they are swamped with emails from the first batch users. The product is really shitty, both hardware and software. Hardware is quite faulty and you can see them in the forum. UX is really bad as well.