Thread: Problems with N900 USB port becoming broken / loose and resulting warranty & repair issues
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Haus3r is offline Haus3r
2010-02-17 , 15:37
Posts: 311 | Thanked: 180 times | Joined on Dec 2009 @ London
#610
Originally Posted by HumanPenguin View Post
I think you misunderstand my point
I do

When Nokia posted the first (we will honour the warranty post as long as the phone had not been abused.

We all assumed this was the resolution to our problem. I had not abused my phone and they seemed to have acknowledged that some phones were having an issue.

I knew at the time that the center may not have heard. So I tok the printouts and was going to ask them to talk to nokia and try and resolve the problem. IF they failed fine send it to Nokia to resolve. After all Nokia was heading the right way.

The problem was not tht noka had not sent the update to my centre. The center had indeed received instructions from Nokia that very morning.

The update tehy recieved stated that if pads had been removed it was not covered under warranty.

This they informed me was the exact same policy they had been following before the update.

So it seems clear that Nokia saw the post on Engadget and felt they should address it.

Mark S posted that Nokia would handle it to calm down the potential bad publicity

But the update they sent out to the service centers did nothing but point out the same rules they had before.
It does not matter when and how many statements Nokia released. I think I didn't make it clear enough: previously, Nokia never said that they were taking responsibility and acknowledge it was their wrong-doing and that they would fix devices right away:

"...the micro-USB port on the N900 may become be detached we have our folk looking into the matter." - MarkS
"We are aware of reports that under certain conditions, the micro-USB port of a very limited amount of Nokia N900 devices can be detached", also "...we are investigating this issue further." vandelay - Nokia Discussion Forum
They were aware of the situation, but no statement was released saying that word has been passed on to NCCs across the globe to start accepting devices on which there is damage to the USB Port (physical/mechanical, at this time they were refusing most devices). They always said they are aware of the issue and are looking into it. For me this isn't progress. For me this is no reason to drive 70miles to a NCC and expect immediate support. For me this is the first step to take for a large company such as Nokia: identify the problem, the scale and the impact, and then react. First, internally, then release a statement. For us as the consumers this means: patience. It does not hurt to keep pushing them, but generally the only thing you can do is wait and wait for a response.

Now, only 6 days after promising to look into it, Nokia releases a statement which is indeed progress, stating "...that a detached N900 usb connector should be covered and fixed under warranty." The should still worries me a bit, but I guess we'll hear soon how things have developed.

Now explain why I should not be hesitant to trust Nokias word.
I am not saying that you should trust them. I am asking you to be a bit more patient, and not start blaming them for things they have not done yet.
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