Nokia repair service is unbelievably bad! (new title with update)
 

So I got my phone back today. I mailed it to them on April 28th. Did not take all that long. That was a relief.
Unfortunately it still does not work. Will not charge, no lights come on when connected by charger or USB cable. No sign of life at all.
The paperwork that came with it says:

:::::::::Here's what we did to fix it: Software Upgrade and Phone Reset.

It came with a different battery (did not send mine with the phone as instructed), and neither battery gets a response.

This is so lame. I find it hard to believe that anything was done at all.

Re: Nokia did not repair my N900
 

Sorry to hear that.
I guess you have to call them back and complain.
I really don't like the fact that Nokia is outsourcing support. I've heard so many stories like yours.

Re: Nokia did not repair my N900
 

Not a solution but a potential workaround: Did you try both charging with USB to PC and to socket? I at least know of one case where only PC charging works...

Re: Nokia did not repair my N900
 

I don't I understand what you're saying here. Is there a third way of charging I don't know about?

Re: Nokia did not repair my N900
 

i think he means charging it with a usb lead into a pc and the usb lead into the usb plug, u can plug into a wall socket.

Re: Nokia did not repair my N900
 

Naturally I called Nokia to complain of the 'repair'. I was told that they would look into the matter and someone would call me back. I called back 24 hours later to see what was up. I was told it would take up to 48 hours to get a call. It's now been close to 3 days....and nothing.

Re: Nokia did not repair my N900
 

You are dealing with thick skulls at Nokia. I sent my phone in and they replaced the microusb port and I didn't tell them to. They didn't fix the issue I had(volume). So I just made another RMA or had them make another UPS label and I sent it back in. I then followed all instructions and wrote on white piece of paper in big red letters what was wrong with my phone. I wrote in a way that a 7 year old couldn't mess up. Lo' and behold I got a phone that worked. (NO OFFENSE HERE) Nokia outsources their customer care part and put people on the lines that barely speak english and it is like a screaming match to see who will hang up first. It is very frustrating to have to repeat myself 4 times cause they didn't understand. I would rather type on a screen than to speak to hard to understand, didn't know english that well anyway customer support. You have a heavy Urdu accent and your name is Bob? Right. ;)

P.S. No offense to anyone was implied. Just me being ignorant and trying to make light of the situation. If I have offended you then sorry.

Re: Nokia did not repair my N900
 

UPDATE for anyone in the future investigating Nokia repair and service.
I called Nokia on the 6th, the day I received the phone back in the same state I sent it in (still broken).
I called on the 7th and was told I had to wait at least 48 hours. I did not call on the 8th or 9th (Sat & Sun). I called today, the 10th. After being put on hold for a while as the employee spoke to someone else, I was told again to wait for someone to call because they were still investigating what happened. I said: you can continue to investigate while still fixing my phone--why can those things not be simultaneous? All I got was stammering and blathering things they already told me.

I tried to request a repair online again, but I got different instructions on what to do to send it in, which required that I pack and pay shipping to the repair facility. I don't know why it was different, and I don't feel I should pay for it when they paid the first round and did not fix it.
They are losing me quickly here. The phone was too expensive for this hassle.

Re: Nokia did not repair my N900
 

I had volume and usb port charging problem. I send the phone and the charger to Nokia USA and they replaced my old phone with a new one. I dont have any problems with this phone so far. It took me one phone call and they walk me trough filing the online warranty form. I'm pretty happy with their responce. I would call and complain if I were you.

Re: Nokia did not repair my N900
 

Not quite sure what is going on in the USA but it does seem to be that Nokia USA specifically seem to make a complete hash of things. I've had to use the UK version and they seem to at least get things sorted. Sorry you're having to deal with these guys!

Re: Nokia did not repair my N900
 

I had the same problem with my phone. it was dead (bricked) for 2 months and i didnt know what to do... it wouldn't switch on, charge, nothing.

Make sure you charge the battery (you can use a 5800)

the get a linux usb iso, and usb 1.0 laptop or pc and run the flasher.

See this thread. http://talk.maemo.org/showthread.php?t=45423&page=3

Re: Nokia did not repair my N900
 

take names and department whenever you call... and note down the time etc...
if matters get worse, tell them you are recording the call and you will use it if matters go further..

Dealing leniently with idiots is of no use

Re: Nokia did not repair my N900
 

Nokia finally called, cleared me to send it in again.
Gave no explanation for the delay. Just robotic script talk.

Re: Nokia did not repair my N900
 

lol if you say you are recording the call they will say they have to hang up ... thats most policy in call centers .... get there name and ask for id ... that will make them a little nervus and will want to do more ... if anything demand for a sup ...

Re: Nokia did not repair my N900
 

how did u guys request repair online? does that work with all countries???

Re: Nokia did not repair my N900
 

In my place we can bring it to the support centre anytime and their cs are nice.

Re: Nokia did not repair my N900
 

well, i am not in that position right now, i bought my handset from the UAE and I am using the phone in India. :(

Re: Nokia did not repair my N900
 

nokia USA uses an outfit called PALCO to service their phones. Sadly I ve used these guys many times over the past 5 yrs or so & the experience has been enlightenning. Here is what I expect when I send my 2 mo old Nokia for repair, nothing. By this I mean that I dont expect that I ll get my phone back fixed or they ll even read the repair form and address the issues. these guys are horrible.
My 1st experience was the worse, of course. they paid for shipping the first time it went in & it came back in same exact condition. Then I had to pay shipping twice more for PALCO's incompetance. Not to mention that my phone was inoperable for about 3 mo. Finally they replaced the phone. Everyone watch out when you send your Nokia phone for repair. You can bet on it that it wont be repaired.
Here is what I do to save the hassle from that first experience, upon calling Nokia for repair I immediately file a complain with Weschester, NY dept of consumer affairs. They now have a dept that handles cell phone complaints. The consumer affair complaint works. Last year I send my phone in for repair, after receiving my phone back unrepaired, Nokia actually took back my dissfunctional 4 mo old N97and refunded the money.

Last week I got my N900 back unrepaired from Nokia, because I realy like the phone I ll give PALCO one more chance. If they dont get it fixed, I ll be asking for refund.

Sorry for the long post. Hoping to keep the blood pressure from boiling when folks realize that this is the norm for Nokia lack of Customer Service. When dealing with them always expect the worse and then you ll be very happy when things turn out favorably.

Re: Nokia did not repair my N900
 

lol my god. i had really bad experience with my N95 for the first 4 months it was in and out of service centers. 4/5 times they didnt know/ didnt fix the issue. who works there?

Re: Nokia did not repair my N900
 

Im reading all this and im thinking about sending mine :S
My problem is that my N900 starts charging and then after a couple of minutes it just stops charging. Do you think they will be able to fix that in a reasonable amount of time?

In theory this website has something to do with repairing your N900, but it just doesnt work.

http://www.nokiausa.com/get-support-...repair-locator

Re: Nokia did not repair my N900
 

I simply can not believe this, even though others have said it happened to them. I got the phone back after it was not repaired the first round, and it still is not repaired. I am completely stunned. How can any company still in business operate this way? I am so angry right now I can not even dial customer service, because I feel like I will unleash a river of obscenities at them.

Re: Nokia did not repair my N900
 

FYI: that is the same site/page I used to request service, but calling is better and still required anyway. Only by calling can you get the UPS postage label.

Be prepared for the worst.

Re: Nokia did not repair my N900
 

Wow, good thing I waited for mine to fix itself when the vib motor broke.
Sorry to hear about all this, did you try going to a retail shop (I know it's a pain in the *** to have to do something like this, explaining face to face might be better).
(Same situation with my PC, I told the repair shop that my GPU is broken and all I got after a week was an extra warranty sticker :/)

Re: Nokia did not repair my N900
 

I called customer service and they refused to give me a mailing address to send a complaint letter to. When I asked to speak to a supervisor I was asked: "Why, they will just tell you the same thing." I said I wanted to hear it from a supervisor. I was on hold a long, long time so hung up. I then went to the Better Business Bureau and filed a complaint. And I found a fax number for the New York Corporate office and will send a letter of complaint that way. This is just BS.

Re: Nokia did not repair my N900
 

it's pitty to say, but prob you have to go to their office and not to call. but than you should request compansation on what you passed thru.

Re: Nokia repair service is unbelievably bad! (new title with update)
 

I had same message on mine after I got it back and I steel deal with my problems. I get disconnected a lot and have errors many time calling out, daily!!! Its going to be my last Nokia phone if they don't fix it with their next update as I have paid close to $600!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Re: Nokia did not repair my N900
 

What country are you guys all from that's having this deep of a problem?

Re: Nokia did not repair my N900
 

I'm sorry for what has happened to you. May be you should file a formal complain while you're struggling with the oversea CS there (seems you've already done so).

Search for the contacts(telepone, no fax) of anyone in Nokia hq at your place and do not hang up until the one who's so unfortunate to pick up your phone diverts you to someone who care. Remember to give any information that could track down the sucker who repair your phone (tech. support no. or repair id, etc.) and complain him directly. Do not complain the CS, as gom4381 said, they're paid to torture you.

To be fair, Nokia here delivers good support service here. Their CS centre has real persons to yell at, so you're guarantee to have your problem handled by someone with name, and the turnaround time of repair is short.

Therefore, I believe your mishap is a result of bad management in local Nokia of your place. You've all the right to complain.

Re: Nokia did not repair my N900
 

I am in the U.S.

Re: Nokia did not repair my N900
 

I just got mine back from Nokia Care center, I had to send it in for bright pixel problem on certain parts of the screen, I got it back yesterday with the screen problem fixed but they created another problem now my proximity sensor doesnot work. This proves that their quality dept. in repair center are ******s, when it clearly says in the letter I got from them saying everything was tested before sending the phone back. B.F.S
http://talk.maemo.org/showthread.php?t=53432

Re: Nokia did not repair my N900
 

I finally called and sent my N900. Got it today UNREPAIRED, they upgraded and did a reset. Are they so "smart" that they don't know that i did that dozens of times?

Im sending it again and will send it over and over until they fix it.

Nokia, well done.

Re: Nokia did not repair my N900
 

After sending it in a 3rd time they sent me a replacement. It has turned on, so we have progress. Hopefully everything works. I shall see.
Between the 2nd and 3rd return I filed a complaint with the better business bureau and faxed a complaint letter to a fax # I found on the corporate web page. Unsure if they even know about either because I got no response to either. This really is just awful service. If I were not so completely in love with my N900 (or a masochist?) they would have lost me. Here's to hoping that Meego brings other hardware makers into the club.

Re: Nokia did not repair my N900
 

i remember these pains when I sent my n78 to nokia usa repair as the screen stopped working, and got what I thought was a repaired/refurb phone back... that phones screen went bad in a matter of weeks... i wonder if it was the same one... anyways, eventually i got angry demanded they send me a brand new n78 or n79, this whole process had taken months...

Re: Nokia did not repair my N900
 

Did you ask for a replacement or did they just get tired of the send-back-unrepaired game? What did you do different that third time?