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.