[Solved] Phone Lost by Courier - Jolla will check this on Monday

General
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I’m very disappointed with Jolla.

After an entire year of trying to choose which Linux phone to buy, I decided to go with the Jolla C2.

I ordered the C2 on 7 April to UK. I paid for the phone, and have also paid for UK import fees. The phone has since been lost in transit; the courier show it as delivered but it’s not turned up.

After numerous emails to the courier company, they say nothing can be done and that a claim needs to be logged from the sender (which is quite normal).

Before the courier had confirmed that the phone was lost, I reached out to Jolla to let them know that I might need to log a claim - I like to be proactive. That was 4 weeks ago. They replied once to say that the item has been delivered.

I have since sent them FOUR emails to follow up, including requesting them to log a claim for the lost item. Silence…

This is very poor. It’s now 22 May… I just want the phone or my money back. They don’t seem to have a phone number, so the only option I have left is to rant about them on this forum in the hope that maybe they will do something about it.

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That is a shame, i hope they will give you that money back and do not take even more because you ended up getting the subscription.
Chances are they do not have any money to give back, not even one quid.

You might want to look into grapheneos, calyxos, e/OS while waiting. And even if you ever receive a sailfishOS device you might quickly look at those anyway.

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No. That is not the only chance and not a proper choice.

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Just to add IodeOS to the above, which is very similar to /e/os, but, if you want to support them, you also get a paid/subscription version with a few security extras.

Hoping that ppl @ Jolla will find their way through this…

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That’s exactly the reason why I didn’t order the C2: Always troubles with couriers and no more way to get shipping by normal good old mail service.

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Of course you are angry. You have my fullest understanding.

But what has Jolla to do with the bad working courier in your country? You stated the phone arrived to your country. So you have to keep the courier accountable for your damage. Take a lawyer and file this case against the local courier by your local court.

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@Pilbromatic we’ll check this on Monday.

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@Pilbromatic
Had a similar situation importing device from the US to UK and a nice letter from office of the CEO for courier saying that unfortunately it must now be assumed as lost and would liase with seller to that effect if necessary. However it remains seller’s responsibility, although in my case a company can be large enough to completely ignore you unfortunately.

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Courier has a responsibility to the paying customer, that is, the shipper (Jolla). Local laws notwithstanding, the courier contracted with the shipper to deliver the item, so the wronged party, legally speaking, is the shipper who paid to have the item delivered – and that didn’t happen. The addressee is missing his/her item, but they don’t really have a contract with the courier to enforce. (The customer didn’t send a messenger to Jolla HQ to pick up the package, right? Jolla hired the delivery service and the customer didn’t have a say in the contract negotiation.) If the buyer were to make a case against anyone, it would be Jolla, who should in turn demand satisfaction from the company who promised and failed to deliver the item as promised.

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Exactly, agree. This is the way it should be. But there is also the question : who takes the shipping risk , what does the contract say customer has agreed with Jolla? (or in general: seller)
If seller decides for a carrier and shift shipping risk to customer by contract, then always customer has no more chance to do anything and is full depending of good will and mercy of the sender/seller.

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I had posed the disputed question ‘Mind 2’. Here is the answer:

When ordering a product from Finland, the transportation risk typically falls on the seller or the shipping company. Here’s why:

Seller’s responsibility: As the seller, they are usually responsible for ensuring that the product is delivered to the customer in good condition. This includes arranging for transportation and handling any potential risks associated with delivery.

Shipping company’s liability: If the seller has outsourced the shipping to a third-party company, such as DHL, UPS, or Posti (Finland’s postal service), the shipping company is liable for any damage or loss during transit.

However, there are some exceptions and additional considerations:

Customs clearance: When importing goods from outside the EU, the customs clearance process can involve risks, including delays, duties, and taxes. In these cases, the importer (you) may be responsible for ensuring compliance with Finnish customs regulations.

Incoterms: If you’re using Incoterms (International Commercial Terms), which are standardized trade terms used to clarify the responsibilities of buyers and sellers, the chosen term will dictate who bears the transportation risk.

To minimize risks when ordering a product from Finland:

Choose a reliable seller: Research the seller’s reputation and ensure they have a good track record for shipping products safely.

Check the shipping details: Carefully review the shipping terms, including the carrier, delivery time, and any additional costs or insurance options.

Consider purchasing insurance: If you’re concerned about potential losses during transit, consider purchasing shipping insurance to protect your investment.

I hope this helps clarify things!

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Thanks for the replies and support everyone. Still no word from Jolla…

People on here are correct in that the sender is responsible for the item until the receiver confirms getting the goods. The courier company have been helpful but say they need the sender (Jolla) to lodge a claim. But Jolla seem to be ignoring me, so I’m not sure what else I can do.

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Update: I have a PM from Jolla, so will see how I get on there.

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Update 3 June 2025: Jolla have reached out and we have resolved this. I won’t go into specifics as I don’t want to create expectations for others; but the bottom line is that I am happy with the outcome. Thanks team!

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Hope for you its the money and not the C2 :wink:

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