Constructive feedback on UX when purchasing a phone

Using /e/OS Setup
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So, after having owned a Jolla 15 years ago, then switching back to android for a while (compatiblity issues with banking apps), I decided to try again with an independent provider. I finally got my new G6 today, I’m starting to configure it, but I would like to report on the issues I got to receive it.

I ordered my phone on Aug. 21st, from a guest account. Then I realized having a murena account made sense, if only to track the shipment. I created my shop account, but then my order wasn’t appearing. After a first post in this forum, some user kindly pointed me at the customer support page, which is different from this forum. Customer support was responsive and merged my order with my shop account, so I could see its progress. That took about 3 days.

Next, my phone shipped on Sept. 1st. Only caveat: I was not notified of this shipment, kept completely in the dark. On Sept. 12, new post in this forum, and users kindly informed me that Murena was trustworthy. Hence I contact support again, and they reply that the order had been shipped on Sept. 1st, and then returned to the warehouse on Sept. 10 because I had not picked it up!

Support is efficient and sends it back to me, this time providing me a link to the UPS tracker (took 3 more days). I track the shipment on UPS, I had asked that the box be sent to my place. I was at home, but at 1pm, I get notified that the delivery person had not found me, and had delivered the box in a nearby shop. No phone call nor message despite the fact they had my phone number → Murena, you may want to issue a complain for UPS not attempting to deliver.

Now I get my phone. I create my Murena workspace. And there big surprise! I realize all the tracking info had been sent since august on my @murena.io account since then! I wasn’t even aware there was such an account and hadn’t opened it up. And I don’t see any way to set a redirect from my murena email to my real email address, which is the first thing I want to do.

Conclusion: please improve the user experience for new purchasers. The product is worth it, and you will save on customer support costs (which is good, btw).

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Thanks for the feedback @thbb. Passing it to the helpdesk team.

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Sorry to ask, wasn’t your shop account the murena.io account where all the tracking info went? You must have known about the shop account as you opened it to see your order linked to it?

Or am I confused with what You kindly said in your post - if yes, I do apologise! :slightly_smiling_face:

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@grzecel

1- at first, I had no “shop” account, as I ordered the device without creating an account (which is possible). When I realized the email of my order wasn’t including a tracking link, I created an account, but my order wasn’t showing, since the account had been created after the order. This was fixed by support easily.

2- in my “shop” account, I don’t have access to my murena workspace. This makes sense as the “shop” account is presumably used by the procurement service of a customer, not by each individual device owner. Thus, creating the murena workspace is a completely separate action, apparently unavailable directly from the “shop” account. The 2 accounts are disconnected. I guess some may find that it’s possible to create a murena.io account without having a phone in one’s hands, but that was not the case for me. This could have been fixed by using the email I had originally used for my order and my “shop” account to notify me of the progress of my order.

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O.K. I did not open “shop” account buying my phone quite recently. I could see the only way afterwards to open an account was getting murena.io account that I think has email linked to it. Can’t check stopped using it and it got disabled.

I never had my invoice linked to that account, hence I imagined if you did that would be to track everything there.

If that was not the case sorry.

I must admit, without linking my invoice to that .io account I kept getting updates and tracking to my ‘normal’ email O.K.

I wonder where all that confusion in your case had come from.

I hope now it can only get better for you!

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