Nokia Don't Want My Money: Worst Customer Services in the World?
 

I am absolutely fuming at the moment. I thought Nokia was terrible but did not realise just how terrible they were. Well here is my story. And for illustrative purposes I will also add my wife's blackberry story as a comparison to illustrate just how bad Nokia is.

I have had a broken usb port on my n900 for about 4 months now. I could not get it fixed because Nokia refused to repair under warranty. I got the N900 from the US but live in the UK. When the fault developed I called Nokia and they said they could not fix it because they do not do international warranties.

I wrote Nokia a very strong email a couple of months ago complaining about their refusing to fix my faulty device caused by their design defect. I got an automated response saying I would hear from them within two days. Two months later and I still have not been contacted.

I was therefore left to just continue to manage without the usb port. I was connecting to pc for file transfer via WinSCP and bought an external battery charger and spare battery to get around the inability to charge via usb.

Unfortunately I bricked my device about 2 weeks ago and so need to reflash the device but of course cannot do so due to the faulty usb port.

I gave the N900 to two phone repair shops to fix but neither got any joy. At which point I was left with no choice but to go back to Nokia. Even though they were refusing to fix it under warranty I was ready to pay them whatever it cost to have the device fixed.

Called two Nokia care points and was told that they could not do anything for me as they only did warranty repairs and if I wanted an out of warranty repair I had to send the N900 to Nokia directly. One of the care points said that Nokia does not fix N900s with faulty usb ports they simply just give replacements.

I contacted Nokia to ask where I could get their free post return form. The care points had told me I needed this to send the device to Nokia. I spent ages searching on their website but could not find the form so had to call Nokia to ask where it was. To my shock I was told that they would not fix the device as it was not under warranty even though I was willing to pay for it.:confused::confused::confused::confused:

How incredible is that? If your device is not under warranty it cannot be fixed?!!! Ignore the fact that it is of course really under warranty and Nokia is just being hopeless.

I could understand this sort of stance with cheap phones. However, how can they take this approach with an N900? Something I paid $625 for. So if you buy an expensive phone from Nokia and it dies after the end of the warranty period that is the end for you. So I am now left with a $625 brick. Do Nokia know anything about customer retention? I have only ever had Nokia phones but how can I ever buy another Nokia product after such an experience?

I am now writing to the BBC Watchdog and trying to find the relevant consumer watchdog such a matter should be reported to. Any ideas would be much appreciated. Searched on google for consumer watchdog but did not really get anything useful.

Also I think I read somewhere on this site where someone mentioned an announcement by Nokia that the usb issue was their fault or a design defect.

Now compare Nokia's attitude to what my wife experienced with RIM. Her blackberry stopped working about 3 weeks after the end of her warranty (how typical). She had the device sent off to blackberry and was told they will look at the problem and will be given repair cost. However, about two weeks later she was sent a new blackberry at no cost.

So on the one hand you have Nokia refusing to fix, even at a fee, a device which is still under warranty and on the othe other hand RIM giving a new device for free to replace a faulty device which is out of warranty.

:mad::mad::mad::mad::mad::mad::mad:

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Did your wife get her Blackberry from the US or from the UK?

Many companies won't honour a warranty unless you bought their product from the same country you are trying to claim in.

I think they do this because of "grey importing" andn don't like it when you buy their stuff from a "non-supported distribution channel".

It still sucks Nokia are refusing to repair it at all but that's the way Nokia like to operate - take money, give you device then f*** off.

Considering how much grief the USB port has caused many customers I would have thought they would have done something more.

I guess Nokia doesn't care if customers are happy or not - many ex n900 owners have moved onto Android or Iphone (especially within this forum)
.
All you can do is see what legal recourse is available and good luck.
(let us know how you get on)

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

@etuoyo:

for RIM to fix/replace a device 3 weeks after warranty is likely to occur. as per my experience of this warranty (my PSP for example) its almost 2 months out of warranty but they fix the defect without costing me money. (dunno why but they did)

for nokia not to fix a non-warranty covered damage even if the customer is willing to pay is BS (i hope Texrat is reading this thread).

Im speachless......

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

The nearest nokia service center can take your phone and give you a quote to repair it out of warranty, it shouldn't be neccesary for you to send this off anywhere (nokia themselves won't directly take out-of-warranty repairs, thats what the service centres are for).
If your nearest service centre told you you need to return it to nokia, ask to speak to someone else in the shop who has a clue.
Reference quote from Nokia UK site:

Also, while it sucks, US-bought phones aren't covered under warranty in the EU. This is the same with practically any product, regardless of it's manufacturer. You need to return the device to the US for a warranty repair, or speak to someone more senior at nokia (they have indeed acknowledged that the usb-falling-out issue is a fault, and someone with a clue may be able to bend the rules a bit for you, but don't bank on it).

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

I might have missed it from your post but did you try to call Nokia USA?
Will they honour the warranty? If so, isnt it possible for you to send the device back to a friend/relative in the US and have the device fixed?

I bought a N900 from the US (I live in the UK) but returned it immediately as old memories of Sony US came back to me (Sony UK is a different company apparently).

A few possible solutions:

- try Nokia USA (if they dont fix USB ports, just say the device wont turn on- in order to fix it they will need to access the USB?) - ok that might not be the best idea but why not.

- get your device insured from a company in the UK (some bank accounts also insure phones) and then get the device repaired. Ok a little unethical but Nokia have majorly screwed you over and will not help.

Good luck.

Short story. I purchased a Z Series Sony Viao in 2007 ($2400) and moved back to the UK. The laptop was a disaster. DVD ROM was broken within a few months, touch pad had reverse polarity, speakers made weird sounds and the body was collapsing in itself. Sony UK refused to help. I could not purchase international warranty so in the end I fedex'ed the device to my gf in new york for over a £100 and then she sent it back to me for $200. I've learnt my lesson with international brands. Buy local and insure. Then when things go wrong you're in good hands.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Near as I can tell from my own experience as a US customer, and as you probably could tell from reading the various posts around here, Nokia USA is virtually non-existent and certainly unhelpful and (in my case) they were offensively unhelpful and frustrating.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Nokia US will eventually help you (maybe) but it will take time money and much persistence. See my sig for my experience. Good luck getting your USB port fixed...

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Nokia Care now provide technical support on Twitter. See if they can help you. At least it's speaking to someone directly and you can bug them until it's fixed.

http://twitter.com/nokiahelps

http://twitter.com/nokiacareus

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Thanks. I called three different care points and got the same response. Actually I called one a few weeks back and they said they do repairs and when I bring it in an engineer checks the problem and then gives a quote. At that time I did not mention it was N900 and faulty usb port. However, now I mentioned it and they say they do not repair. The care points are saying that with the N900 Nokia does not repair them they simply swap them. And of course Nokia is not going to willingly swap an N900 unless they absolutely have to.

Will see if I can get contact details for someon more senior at Nokia. I did not know companies in the EU do not honour warranties for devices bought outside the UK. However, to say they will not agree to fix even if you are paying well that is shocking.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Thanks. I have taken your advise and I have now booked for DHL to come and pick the N900 up tomorrow to send to the US. Will probably be like over a month before I get it back fixed (if they fix it at all).

I am also paying £10 for DHL £500 cover for loss of goods. Will secretly be praying that DHL loses my N900.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Unfortunately, Nokia seems quite strict with that policy. I imagine it's intended to discourage grey market sales, but it's darned annoying for honest customers who travel or move.

And I have even greater trouble understanding companies that flat out refuse paid repairs. Motorola did that to me with a phone I purchased new-in-box, but after that particular phone model had been discontinued. The screen died a month after purchase, but Motorola wouldn't repair it under warranty or at my cost. eBay and a phone dead by other means came to my aid, but sadly, that's less likely to work out for you.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Pay the DHL person who collects it £10 to accidently lose it for you ;)

But yeah, Nokia sucks.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

good luck my friend. our fight against the corporations must never end. these are billion dollar companies that chew and spit out consumers and we must do what we can to get by. keep us updated.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Hey... I really hope you get your N900 back, fixed...

Yea... guess their customer service sucks!

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

To purchase electronics in the US and bring it to EU is normally illegal. The reason is different standards. It is illegal to import electronics (or anything else for that matter) into EU that is not CE marked, but needs to be. But I guess Nokia products in the US also is CE marked? in that case any "gray import" is nonsense, totally irrelevant, it is the entity that sells it to you that is responsible, be it Nokia or Dell or whoever. But Nokia US is probably a very different entity that Nokia in a European country.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Uhm, apart from the fact that CE is a joke (the saying goes it stands for 'China Export'), since it is a self-certification the manufacturer does -- the CE conformance declaration is only needed if you are doing commercial sales, AFAIK.

As a private citizen, importing electronic goods lacking the CE mark for your own personal use is quite legitimate, as long as it doesn't break any other regulations (RF stuff and whatnot). And even then importing is ok, just using isn't.

Regards,
Chris.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

I have had similar experience with Nokia Customer Service and it has stopped me from purchasing another Nokia phone going forward.

I liked the N900 and would probably like the N9 as well however Nokia's customer service is the most god awful thing I have ever experienced. This is coming from someone who has dealt with customer service from consumer level up to business / CEO.

If Nokia would spend even a little time improving their customer support and customer relations I "may" consider another Nokia phone but until then I moved to iPhone and Android. It's funny really. . . and Nokia wonders why their shares are slipping. . .

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

nokia is bad like any other big corp. consider apple (top tier?) they provide 3 month free technical support for their super duper mac book pro then its $400 for extension. so the choice is clear either leave supprt to be free (and risk poor quality?) or charge and improve service. i know this post is about warranty but still.

reminds me the dedicated n97 (free) line nokia setup. was hilarious as the person on the other end knew less than me in resolving the infamous bricking problem. created. tested and failed. but at least they tried?

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

@afaq: I think that 3 months coverage by Apple is something for noobs/normal ppl for voice consultation/troubleshooting. Their hardware coverage goes the normal 1 year. For $100-150, you can extend their coverage to 3 years.

http://images.apple.com/support/prod...h-20100201.jpg

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

it probably is much cheaper to nokia to switch the whole device instead of ripping the whole device apart and switching the board. So the boards probably aren't even available for service businesses at all.

e: and company after company are ditching worldwide warranties. reason: getting the arbitrage from the markets. You can put bigger price to markets that have more money to spend and smaller to poorer markets while product being sold is exactly the same (except for the region printed to warranty card)...

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

In India you pay a small amount around 5 dollars & you get an extended warranty of two years(from Mobile-Spot) and after paying another 5 Dollars you get 1 yr of insurance covering physical damage & lost phones. :)

But Nokia Care Still sucks , I also had bad experience in the past with Nokia 6600 .

Good Luck Buddy !!

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Well my N900 has now crossed the Atlantic and is with Nokia USA. However, for over a week my repair status has been saying:

"Unfortunately we were unable to repair your device and are currently awaiting delivery of a replacement device for you."

I called today and they said they do not know how long it will take to get a replacement. Does anyone have any idea?

And is it not the case that Nokia has stopped manufacturing the N900? So where are they getting the replacement from? From a Nokia store? There is only one left in the US isn't there? Or am I waiting for someone who bought an N900 recently to return it either within the grace period or because it has a less severe problem than usb port so they can refurbish and offer to me?

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

In my case they decided to replace motherboard - and did it poorly as I had to send device back because after "repair" FM transmitter and IR diode stopped working. So IMO they do not know what they are doing.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

Whuut I thought the standard Nokia warranty was 2 yrs world over? Daymn, if someone tried to sell the warranty to me, I'd certainly feel I was being cheesed. The insurance thing I get and we have here as well.

EDIT: But to say something related to original topic: I don't get it why you guys go out and spill your guts about where you got your devices and how stuff broke.

Just take it to a care point, give the device to them, describe the problem (eg. "I think there's something wrong with the USB port") and just see how it goes.

When you call them up, the person on the other end of the line knows probably every little thing about when the warranty covers your troubles, so don't go telling them every little detail! They are probably trained hardest in deciding when a device is not under warranty.

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

I also had a long and turbulent experience with Nokia Care. Believe me! You don't want to know the details. I truly lost my rag with them many times. (Your call is very important to us....) It's been now 2 months since resolution but I still get phone calls from a Nokia premium line asking me to phone them back because they need to complete a report or fill in a form! That after I've called/emailed many of them with minute details of the case in a programmatically, step-by-step way! When will they stop chasing ghosts! When will they stop stalking me!

Re: Nokia Don't Want My Money: Worst Customer Services in the World?
 

This all sounds nightmarish. I would be fuming too if I'd paid that much for a phone that sounds like it was badly designed from the offset. They should just issue you with a new one and be done with it.

Headquaters of Nokia are in a grim place called Oulu in Finland should you want to travel there in person and demand a refund, but the surroundings might also explain the crappy attitidue of Nokia employees...grim, dark place that leads to depression and the design of faulty products which they then won't repair, just to make you feel as depressed as they are.