A few months back a Nokia phone we had seem to have dissapeared and we had problems with the local shop we used. Nokias websites and phone numbers didn't always match up in the end i sent an Email via there contact us and was contacted by phone and email by a Customer resolutions company with a named agent who would look after my case. Who were very polite and listened well but thankfully I manged to get the phone back unrepaired and all they could do was offer for it to be sent off for repair again.

From memory the back cover batery and sd card you keep when you send off, so the phone would go off to be sent back again if you were lucky with a new cover and battery and possibly have the firmware updated. If unlucky i guess you would get the phone returned with no cover (as you have the old one)

Nokia do need to take some customer level look at the customer service they provide and see if both for them and the customer they can make some improvements.

The Wife from this epsisode decided she would never buy a phone from Nokia again and its Blackberry or Iphone for her.