Phone not delivered by courier

General
1

PHONE NOT DELVIRED BY COURIER

I am posting a message here because I am dissapointed with Jolla and DHL.

On august 24 of this year i decided to buy a Jolla C2 Phone to get away from my IPhone 11.
The delivery of the C2 Phone was scheduled two weeks later on Friday september the 5th.
DHL would be the delivering courier in the Netherlands
To my big surprise at the end of the day the DHL app notified me saying that my packages was delivered.
No DHL courier has been at my door, I know because i was at home
The package needed to be signed for.

I turned to DHL for a complained.
They suggested to ask my neigbours. So i did. No package
So I reached out to DHL again.
Four days later i received a email saying that the packages was lost in transit.
I asked them if they received a signature for the package.
But they couldnā€™t see was the anwser.

DHL said I had to turn to the sending party to ask for a follow-up investigation or log a claim.

So I wrote an email to shop@Jolla.com asking them to initiate a follow up.
I got no answer.
Again i wrote a mail asking them to do a follow up investigation or file a claim.
I attached the email I received from DHL saying the package was lost.
No answer.
Than I wrote for the third time asking them to start the investigation.
no answer.
Then I asked DHL if it was possible to change the delivery status. But they said it wasnā€™t possible

Now I am stuck.

both parties are not willing to help.
DHL is pointing at Jolla and Jolla doesnā€™t anwser emails
All i want is my C2 Phone i ordered.
So what I though would be an adventure switching from IOS to sailfish OS ends up in a big dissapointment and loss of ā‚¬316,-.

Update:

This week i got in contact with the Jolla shop and we have settled this matter.

Thanks everyone for their reply and thanks to the Jolla crew for reaching out to me.

2

Donā€™t worry, Jolla will process your complaint, they seem to be pretty slow in general

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You could also try to contact the Jolla Support on Zendesk: https://jolla.zendesk.com/

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4

You are welcome. And you donā€™t need capital letters to fix this. :grinning_face:

When you try the search function here in this forum you can find that shit happens. Thatā€™s life.

So please try the contact NIS had supplied 1 post up. Thanks

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I have nothing to add but I fixed the stuck-Caps-Lock tile.

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@hanswf ā€˜Thatā€™s lifeā€™ is a bit too easy.
Not everyone has a thick wallet. Often companies are insured so there could be found a solution. If Jolla can give proof they sent the parcel, DHL can be held responsible.
The idea to contact zendesk is helpful.

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Of course. But ā€œeasyā€ is your wording.

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@hanswf lives in Germany afaik. So we both are sort of used to DHL not delivering your stuff in time or at all or to the right place. That is like gravity or Deutsche Bahn: Love it, leave it but donā€™t try to change it. And there is always a chance things might work out in the end.

@heutinck Contact Jolla. The might help. Good luck.