nokia USA uses an outfit called PALCO to service their phones. Sadly I ve used these guys many times over the past 5 yrs or so & the experience has been enlightenning. Here is what I expect when I send my 2 mo old Nokia for repair, nothing. By this I mean that I dont expect that I ll get my phone back fixed or they ll even read the repair form and address the issues. these guys are horrible.
My 1st experience was the worse, of course. they paid for shipping the first time it went in & it came back in same exact condition. Then I had to pay shipping twice more for PALCO's incompetance. Not to mention that my phone was inoperable for about 3 mo. Finally they replaced the phone. Everyone watch out when you send your Nokia phone for repair. You can bet on it that it wont be repaired.
Here is what I do to save the hassle from that first experience, upon calling Nokia for repair I immediately file a complain with Weschester, NY dept of consumer affairs. They now have a dept that handles cell phone complaints. The consumer affair complaint works. Last year I send my phone in for repair, after receiving my phone back unrepaired, Nokia actually took back my dissfunctional 4 mo old N97and refunded the money.

Last week I got my N900 back unrepaired from Nokia, because I realy like the phone I ll give PALCO one more chance. If they dont get it fixed, I ll be asking for refund.

Sorry for the long post. Hoping to keep the blood pressure from boiling when folks realize that this is the norm for Nokia lack of Customer Service. When dealing with them always expect the worse and then you ll be very happy when things turn out favorably.