Is this company simply a scam and why is it impossible to talk to any of their workers. I had ordered a phone two weeks ago. No update emails no expactiones notificaciones.
Nothing to indicate any fallow up, I reached out to them through Facebook, Twitter, and IG. No reply. Can anyone shed light to what’s happening here?
They have an email queue of several weeks. They will respond.
The official way for supporr is thrue Zendesk.
Well, is a 13 year scam even possible?
Sorry for your emotions. The world is bad of course. But I haven’t understand your point. Please can you share some more details (of the facts, not of your emotions 
)? Maybe the answer is already given here in this forum?
My understanding now: You ordered a phone which have a receipt and a expected shipment date. This shipment date is in September?
Whar are you missing?
I can understand the frustration, but currently Jolla has many weeks worth backlog of emails and service tickets. I imagine as they only have month anymore for Jolla phone launch that they only process those related to orders. Best place to talk directly to Jolla employs is bi-weekly community meeting.
What would you like to ask, community members might also be able to help you?
Please have a look at the FAQ here:
If you still have specific questions, please post them in that thread.
No, it’s not.
This is, unfortunately, an all-too-common mismatch of expectations, especially with new to Sailfish users or purchasers.
The Jolla website looks quite professional with lots of positive language about their products, so visitors, especially new ones, not unreasonably expect there to be a professional commercial organisation behind with good, and responsive, customer service.
Obviously that doesn’t exist in reality - Jolla is a tiny company, significantly under-resourced, who elect to take on multiple projects that they cannot really cope with. That’s why we get so many half finished products from them and, by today’s internet commerce standards, poor customer service with wait times stretching into months and, in some cases, years (there at least a couple of people who have posted here who have already paid full price but waited well over a year for the Jolla Mind2 to be delivered, and dare I mention a working SFOS implementation on Sony Xperia 10 iv and v).
In today’s Amazon-like (order today, delivered tomorrow) environment this is where expectation mismatch breeds disappointment (and no, you cannot expect a new to SFOS user to (a) know about this forum, and (b) then trawl through multiple threads and hundreds of posts to find out the current situation with whatever before they place their order).
So whilst Jolla fans and those of us ‘in the know’ expect things to take looong extended periods of time with little ongoing communication, we cannot really expect those new to SFOS to do the same.
And telling them ‘be patient, they’re too busy to deal with you at the moment - so wait a load of weeks or months and it will all be OK in the long run’ also does not help in my opinion either. The world doesn’t work like that anymore. New customers will simply get fed up, cancel their orders and go somewhere else. And in a lot of cases it isn’t or won’t be alright in the long run (e.g. Jolla confirmed in the 4th June Community meeting that they are no longer actively working on further development of any of the Sony Xperia phones but concentrating on the J2 instead - so poor me and many others who bought Xperia 10 iv or v on the promise of a working SFOS implementation and will now likely never get this).
So, somewhere and somehow, Jolla needs to up their game with customer communication and expectation management - it shouldn’t be up to community members to constantly be defending what is, no matter how small, a commercial company setting out to make a profit from their business. They are not a charity, nor are they a community interest company. I have no doubt that if they handled communication and expectation management better they would take and retain even more orders and business.
Sure, OP might have had actual questions… but the post kind of comes across wanting general chit-chat and updates every week or so. That’s unreasonable no matter the company size.
I agree and I hope Jolla will reach a place where communication and expectation management (forum, blog, shop etc) works well. The sooner the better.
While I am defending Jolla at times, mostly I aim to explain the reality community and customers are facing. I understand if the mismatch makes some people cancel their order and leave. When that happens, I want it to happen as soon as possible, thinking that someone who gets out early will be more inclined to check back in a year or two than someone who experienced a prolonged period of increasing anxiety.
In this specific case, maybe the community can help, or maybe the FAQ provides enough information. Maybe not. At the moment, we’re waiting for OP to be a little more specific.
That’s not the point I was making. It’s not about having a communication every week, it’s about Jolla properly managing the customer’s expectation. This is a fundamental rule of good business.
Its the old adage:
For example, via their commerce website, I put a deposit down on a new Jolla phone along with the memory upgrade and a back cover months ago. At the time I got an email back with literally just a list of the things I had purchased and an order number on it, almost certainly auto generated by whatever shop front Jolla chose to use. There was no further information whatsoever. In the intervening months I’ve had absolutely nothing from Jolla.
So far then I’ve paid Jolla around 230 euros (which they’ve had for nearly five months) and I have nothing to show for it and no information sent to me when (a) I need to pay the balance on the phone itself, or (b) when any of this might be delivered - it could be weeks, months, or maybe like the Mind2, in excess of a year.
If I were new to Jolla and SFOS I’d feel pretty pissed off by now - my money has disappeared into a black hole and I have nothing - no product, no delivery date, and no information or communication from the company. For pretty much any other company you might buy a product from you would be all over them like a rash trying to find out what was happening.
The reality of course is that I am pretty active on this forum so, by reading and keeping up with all the posts, etc I know nothing will happen for months and I might (just might) get my phone sometime from September onwards. But if I were a new to Jolla purchaser, who has simply gone to the website and ordered a phone, I would know none of this.
The silly thing is that this is so easily fixed. All it needs is maybe a little more info about what will happen next, and when, on the order confirmation For, example, “Your order is in batch n, which we are looking to deliver from dd/mm/yy onwards, if you want more information click on whatever link (which could take the new purchaser directly to the relevant forum thread by Jolla), if you want to contact us please raise a ticket on Zendesk here (otherwise how is a new purchaser even going to know that Zendesk even exists or is the correct contact route?)”.
All this could be automated with a little upfront, and pretty much no ongoing, effort. Zendesk can even be primed with automated replies based on keywords in questions.
So, do the above and expectation managed - and Jolla have a more happy customer who is less likely to get fed up and cancel their order.
I realize - it is a sensible take. But both things can be true at the same time.
For me, as a lawyer, there is also an interesting legal angle to all this as well. In contract law (when you purchase something from a supplier a contract is created between the supplier and the purchaser) contracts can specify what is known as a ‘time for performance’ . This means that the parties must carry out the terms of the contract by the time period or date that is specified - so, for example “your purchased fish tank will be delivered within 21 days” or “the new house that you bought will be built by 31st December 2026” or whatever.
But if the contract does not specify a ‘time for performance’ the law requires that the ‘time for performance’ must be reasonable. Reasonable means what an average person would consider reasonable in similar circumstances (so, for delivering a new built house reasonable might be 9 months, but for delivering a new off the shelf fish tank it might be 10 days).
If the ‘time for performance’ is either specified in the contract and not met, or it is not specified but not considered reasonable then the supplier is in breach of contract and is liable to pay compensation.
I recently took a software supplier to court because it hadn’t delivered a small bespoke software development to a charity within a reasonable time (they took over two years and still had not delivered). The court decided that over two years was not reasonable and ordered the supplier to pay almost £25,000 (including costs) in compensation.
Obviously not the same scale, but Jolla does not want to go there!
So, another good reason for managing expectations.
I think the OP has been quite specific about his issue - he ordered a phone, paid his money, got a receipt and never heard anything further. He’s worried that he’ll lose his money and never get what he paid for. I’m not sure how much more specific that can be?
I expect that the posts by others in this thread have reassured him that it is not a scam, but equally that he should not expect to hear anything further for some time. OP maybe accepts this but is probably not altogether happy with the situation.
All I received was a receipt and then silence
How about it’s your system automatic AI responds within 2 weeks of new customers for second tier memberships loyal customers who’ve been there for more than a year will get response from actual people and the three to five-year again actual person to person responds via group emails curated by representative of the company.
Nope, just the one time email of when to expect the delivery that’s it.
It is a prorder - and it says on the page. So why send extra emails?
Normally when you preorder something, you get a weekly ad e-mail (not calling it a newsletter, these are just ads). Now, there is a company who doesn’t bombard you, and it feels as if the company is fake or something. I understand the worry. We are not used to lack of unsoliced marketing anymore.
Don’t worry. It is not a scam. Although I agree they are pretty good at setting expectations higher than they can deliver. As for this phone, I’m sure my expectations are too high again. But I’m also sure I’m still going to be very happy with it in the end, so I’m very much looking forward to it. And in the mean time, I lurk on the forum, instead of deleting daily ad e-mails, to keep up with the news.
