I just received my Jolla C2 today in Spain and I am very disappointed as the unit is completely defective (DOA).
The Power Button is sunken and has no mechanical click.
The SIM Tray is jammed and my SIM card is now stuck inside.
The box was incomplete: no USB cable and no manual.
I have already opened a support ticket (#41087), but since my SIM card is trapped inside a non-functional device, I need urgent assistance to arrange a replacement.
Is there any way to escalate this? Thanks in advance.
This sucks. I would try to solve/duplicate/replace SIM with my mobile network provider first. I don’t know if Spain has also an option to keep the number on SIM change. In the unlikely case that would fail I would remove SIM by force if neccessary and document the process.
As it may be some days or more to get a replacement.
“Thanks, Flik! I’ve already requested a new SIM card from my carrier. Once I receive and activate it, the one stuck in the device will be deactivated. Thanks for your support!”
The C2 doesn’t come with a USB cable or manual. Only things that should be in the box are the “DIT, thank you for supporting us, etc.” leaflet and the phone itself
“Update: I’ve finally managed to get a duplicate SIM card at a local physical store in my city today. My original SIM is still trapped inside the Jolla C2, but at least I’m back online now. Still waiting for the RMA instructions on ticket #41087 to return this defective unit on Monday.”
"I have already contacted support, rated the store with 1 star, and updated ticket #41987. I have also gathered the official addresses for the Basque Consumer Institute (Kontsumobide) and the European Consumer Centre to file a formal complaint this Tuesday if I don’t have a solution.
I will ignore your lack of manners; I’m just a customer with a defective €308 device and a trapped SIM card who had to pay for a duplicate today.
This matter is now closed here. See you on Monday, Jolla staff."
Dude, chill out.
Jolla is a small company, their support response time is not the gretest, but once they get there, they will help you out for sure, there is no need to panic.
"I am deeply disappointed with Jolla. My new C2 arrived with a sunken power button and a jammed SIM tray (Ticket #41987). I’ve already provided video evidence.
Not only am I left with a defective device, but my previous attempts to get help here have been hidden/flagged as spam. This is unacceptable treatment for a customer who just received a DOA (Dead On Arrival) unit. I even had to pay for a SIM duplicate today at a physical store because my original one is trapped inside your device.
If I don’t receive the RMA instructions and a solution by Tuesday morning, I will officially escalate this case through the European Consumer Centre (ECC-Net) and the Spanish consumer organization (OCU).
Please, handle this professionally. I just want to return this broken unit and get a refund or a working replacement.
This is a community forum, not an official support channel for handling things like RMAs. Thats why they get flagged and removed.
As you already have a ticket open with Jolla, you will just have to wait for your case to be handled. Their response time is not the best, but they are normally quite cooperative once they treat your ticket.
Repeatetly posting here about your case neithers speeds up to process, nor will it fix your problems.
I know it’s frustrating, I had the same experience with a big brand… but you’ll just need to be a little more patient.
Just a quick update for those following my previous posts. I reached out to Jolla Care and they clarified that current units don’t include a USB cable or a physical manual anymore—totally my mistake for not knowing!
I’ve just dropped off my device at the service point here in Bilbao (DHL/Posti) for a replacement. The support team was actually very clear and helpful once we got the communication going.
I’m now officially in “waiting mode” but really excited to get the new unit and properly join the Sailfish OS family. Looking forward to learning from all of you once I have the device back in my hands!