Agreed.

I had to send my N95 in for a very minor repair the other week.

While I have no complaints about the repair process itself.

The whole process of contacting nokia finding out what needed to happen seems so unfocused on the customer.

The fault was minor the volume control on the side would only go up. Micro switch was broken.

First time I tried I was calling on the cell phone. As I have no land lines. They told me they could not even give me details of returning the phone until I gave them the serial number. They needed to prove it was a US unit and covered by NokiaUSA. And I would have to turn the phone off and open the battery compartment to read that.

Ok that was a pain. Having waited on hold for about 10mins on a cell phone (i don't use it as a phone much so only have a 300 min plan unlimited data). but not unreasonable.

So I end the call open the phone the text is just to small for my eyes so spend a few days thinking I need to get a magnifieing glass or something. No hurry.

I then think. There must be a way of getting the phone to tell me. So search online.

Yep very easy just dial *#06# and the number pops up.

OK so why did there customer service not tell me. This is a symbian thing not N95 specific every one who calls with phone issues would be helped by that little bit of info.

Never mind though so I call in again. armed with the details. They take all the details down. then tell me an email will arrive giving me instructions on how to send the phone in.

Cool I think so wait for an email with my RMA number etc.

It takes a few hours to arrive. That surprised me I assumed it would be almost instant but no worries.

The email arrives with very few details just a web address. No RMA number nothing.

The web site is basically asking for all the stuff I had to give the CSR on the phone. OK so what was the point of the darn phone call. Why did you have to confirm it was a US unit to just send me to a web site that asks me to enter the serial number and do it all a freaking gain. You could have just given me that in the first place over the darn phone.

So I had to go through the whole process on the site having wasted 2+ days messing with usless phone calls.

This just points to the whole fact that NokiaUSA at least has no concept on how to help customers. They waste there money and time and worse my time on stupid procedure that helps no one.

But lets be honest as a company. Nokia dose not sell many unlocked phones in the US. As such there customers are not you and me but AT&T + T-Mobile. Both these companies normally take over on the customer management side of warranted repair.

And it shows that Nokia just has no idea how to work with customers. At least in the US.