My story:

After suffering with the debilitating power-on fault caused by my N800 running completely dead while charging (the charger doesn't charge the unit while it's on), my N800 finally turned off and wouldn't come back on at all. I had this problem from day one of owning the unit. I called Nokia and they advised me to return it to the vendor, which I did. This part of my saga is detailed here.

I got an RMA number and mailed it back to Buy.com on January 19th. It arrived at the Buy.com warehouse on January 25th. I saw that "Sarza" signed for it, and expected my replacement unit to ship in a reasonable amount of time. After contacting them for several days, I couldn't get them to ship me a new unit, claiming that it takes 5-8 business days to process returns. I called them every few days, trying to get them to go ahead and mail my replacement, but they said I had to wait longer for reasons they couldn't explain.

Today (February 6th) I called them to harass them about shipping me a working product, and got the usual runaround even though the prescribed amount of waiting had been endured. I was handed around to a few different departments, finally leading to the returns department where I wanted to talk to a supervisor about shipping me a new unit since they said they checked my return into the system on February 4th and were just waiting for nothing. All they had to do is hit a few buttons and get my replacement coming from the Chicago warehouse, but for some reason (which I couldn't get them to explain) they said they couldn't. Of course the customer service agent said the "supervisor" was in a "meeting" that would last for the next half hour. I left my name and number for them to call me back and of course they didn't.

Then, all the sudden at 8:25PM today, I got an e-mail from Buy.com saying that they are suddenly issuing a refund for no reason even though I specified that I wanted a replacement shipped. I called and waited for customer service again to try to figure out what was going on, only for them to tell me that they are sold out of N800's. (probably due to the sale yesterday) So I waited nearly a month for a working N800 from Buy.com when I could have just returned it for a refund in the first place and ordered a new one when they had them in stock.

Instead, I got screwed by Buy.com. They should have held units in stock that they knew they would owe to customers who had RMA's for exchange. In addition to all this waiting I've been through, they say that the refund will take 1-3 additional days to process.

If you have a problem with your N800 (which seems likely) and you purchased it from Buy.com, good luck dealing with their so-called customer service. You have been warned.