Out of Warranty
 

The Situation

I was experiencing problems with my call volume being rediculously low and dropping off entirely. I waited patently for PR 1.0, PR 1.1, and Finally PR 1.1.1 with no resulting change.

After a small bout of separation anxiety, I took my phone to UPS, and they not only verified that there was no water damage or physical damage, then took my precious N900 after verifying my name as well as my device's IMEI.

I check nokia.com for the repair status only to find that they are claiming that my phone is out of warranty and thus can not be repaired for free.

The Question

Is anyone else taking emaculate care of their phone, sending it back to Nokia via UPS (as per their instructions) only to have them claim that the phone is out of warranty?

The Frustration
I am told (after the first representative deliberately hangs up on me and asking to speak to a manager directly the second time) that even if I file a claim as damaged upon receipt, UPS would only reimburse me 100 dollars, so any repairs beyond that and I am screwed. I am also told that even filing the claim, my local UPS store has no specific time constraints on when to comply, so if it takes them a day or a week I can do nothing but nag.

Nokia customer service is currently closed, so I was unable to dispute anything today. Rest assured, however, I will be giving them a call tomorrow.

Even if I decided to throw in the towel and just pay whatever repair costs they subject me to, I am then stuck with an expensive phone that is out of warranty three months after use, though it has been very well taken care of (again, a fact that was verified by a UPS employee before shipping).

Even if this does end well, I can guarantee that this will be the last nokia phone I ever purchase, not that Nokia gives a damn.

Even if this does end well, I am fairly certain I won't buy another nokia product. It depends on whether or not other manufacturers release Meebo phones or not. At the very least, I will be more cautious and less enthusiastic about a purchase.

Re: Out of Warranty
 

take the n900 to a nokia care centre direct. someone has screwed something somewhere lol. the lowest warranty you should have is 1 year no way you could be out of warranty, that is stupid.

unless your a time traveller from the future???????

Re: Out of Warranty
 

..and if you are, does Maemo6/Meego ever make it to the N900???
(Sorry, I couldn't help myself ;))


That's unfortunate you're having so much trouble getting Nokia to honor your warranty, I hope it all works out for you :D

Re: Out of Warranty
 

Unfortunately there isn't a repair center close to me. I have sent them a rather nasty (though articulate) email detailing my request for resolution. While I am thoroughly pissed, I am hoping my frustration is at least vented coherently...

Re: Out of Warranty
 

Just register the phone online and send it by mail. Works best for me. Done many times over the years.

Re: Out of Warranty
 

Why is UPS liable?

Re: Out of Warranty
 

they must deal with nokia during a certian period. probley just an extra service.

Re: Out of Warranty
 

all the best bud

Re: Out of Warranty
 

The service department was previously called "Nokia Cares".
However they were forced to change the name, as it was clearly misleading.

Re: Out of Warranty
 

My N900 is getting some repairs as well, for the same reasons as yours is, by the way. I think my problem is a faulty speaker component.

I had the exact same problem on my 5800XM and atleast that went under warranty no sweat, a year after purchase.

You have a two year guarantee, nobody can take that away from you and Nokia's phones always have 2 years. It's just that if they think you've broken your device, then that naturally isn't covered by the guarantee. So I think they think that you're responsible for the damage.


The thing about sending devices by mail is always a bit risky IMO, because if it breaks inside the UPS package, then nobody can prove for certain when the device broke. I always haul my devices to a local Care Point and leave it there.

Re: Out of Warranty
 

YoDude, if, when I gave them the device, they inspected it and agreed it was perfectly within warranty before accepting the package, then I would presume that they would be the cause of any damage caused between them receiving it and delivering it to nokia. Whether or not they'll accept responsibility though, is debatible.

If I broke it before giving to UPS, or better yet if I were the one that chose the carrier to use for the warranty service, I would still be upset, but would accept any responsibility for damages that happened during the shipping process, however Nokia is the one that gave me specific instructions to use Nokia, and they are the ones that gave me the mailing label. This would be an entirely different matter if I decided to put my phone in a USPS envelop and shoved it in a mail box.

Edit:
The idea of me having to pay 100+ dollars to ensure that UPS doesn't break my phone during a FREE repair is rediculous. Had I paid that money, UPS might have taken responsibility, but i would still be out of 100 dollars, and I would still have a phone that was presumably out of warranty. Not a wise investment in my honest opinion

Re: Out of Warranty
 

Update:
As prompted, last Friday I called the repair center to get an explanation as to why my phone was deemed out of warranty, and I am greeted by a voicemail. I called again on Saturday and today (Monday) and was greeted with the same voicemail.

I then called Nokia customer service and am told that I should try again on Tuesday because the service center was "probably" not open, despite the message on the answering machine stating they were open from 7am to 3pm my time (central). When asking to speak to a supervisor, I was put on hold for approx 5 minutes then told that it was no longer in their scope and they would have a special team contact me within 48 hours. I demanded to speak to a supervisor because I refused to wait yet another 48 hours for results (Im beginning to hate that number actually.

I also sent an email to Nokia on Friday stating my issue and was prompted that I would recdeive a responce back within 48 hours, and I have not.

Update
After once again demanding to speak to a supervisor, I was connected to the special recovery team directly, who explained that the reason my phone was deemed out of warranty was because they couldn't verify information and that I should have filled out some form which I was never instructed to fill out.

They also explained that I should have never been trying to contact the repair center(?!?!) despite the fact that I was instructed to do so by the nokia website AND a customer service representative!

Anyways, I am still playing the waiting game, but they are at least looking at the phone now. It's experiences like this that make me want to ensure that I am providing outstanding customer service while I'm at work at T-Mobile.

Re: Out of Warranty
 

nokia dicked me on my n95 when the usb jack broke, claimed the 'board was corroded and it was unrepairable and also voided the warranty

which was laughable, as i live in the deset and the phone never ever ever got wet