Last night I handed in my complaint letter to Head of Customer Services at the UK head office in Farnborough. We shall see if it makes any difference. It has only been 11 working days, but that is at least 6 days loo long IMHO. I will be very annoyed if it is because they are waiting fro spares. If that is the case they should just send out replacement units, but I doubt they will do that

As with all Nokia communications, it is the lack of them that is frustrating.

Another week with the N95 web browser and its mouse control and i think i will scream.

Thb you are going towards certain overkill. I honestly think you should practice a little bit more patience. Yes a cooperation is bound to offer and respond to warranty claims, but they will ALWAYS tell you how long it will take to fix and will use this period of time to bring the case to a for both parties equally satisfying result. This is perfectly legal, and as long as the company takes action within their time-frame there is not much you can do as a customer. You can complain, yes, but I encourage you to prepare a formal letter of complaint only when the repair time has exceeded the previously advertised timeframe! Not earlier! In the meantime, keep calling, keep sending them emails, that works and is largely sufficient.

Your signature is also a bit too harsh. Customer Service Fail? Not really. They are still working on it, and clearly have not failed "yet". You can post something along those lines when 21 working days have passed, but after 11 days it is an absolute joke to even post something like this. I know Nokia has weird and unreliable hot lines, but come on, Let's not over do it.

There's a fine line between customers having troubles with Nokia not accepting warranty claims for USB Ports and customers whining about not having their mobile phones back while Nokia is exercising their normal routine to get your device fixed/exchanged. If you want to whine, please don't do it here.

I'm waiting since 3 Weeks and do you hear me complain? I complain when it is necessary. If Nokia shows the will to fix it (which they clearly do), I will keep pushing - yes - but the complaining will stop. Unless they take longer than 21 working days. And this has not happened yet.

I agree with you in principle (since I've been advocating the same) but maybe the CARE centers need a bit more pressure to improve their service.

You may think this a harsh, but I stick by the fact that this is a failure within the first 90 days of purchase and as such a replacement should be given immediately. Had it been a failure 18 months into my ownership I may be slightly more patient...but I doubt it.

The thing is that this is a smart phone, or mini computer, and as such is an invaluable business tool to me. Therefore as such a 21 day turnaround is an unacceptable time for a company the size and resources of Nokia.

Also I have yet to receive any customer service, two emails were ignored, it took ages to get through on the phone and when I did get through they could not give me any information and wrongly advised me that the receiving service centre would know more. When I called them on Thursday, Friday and yesterday they did not call back, and still have not. I have never received the promised call from the service centre and the status of my repair has never moved from day one. Surely they have finished assessing it :?

This is rubbish customer service IMHO and Nokia need to learn form how their competition deal with the same situation.

If this were some bespoke device i could accept a long delay, but there is nothing to stop Nokia replacing my N900 immediately and then refurbishing my old one.

Also I do not care who in Nokia is to blame, if they are outsourcing stuff that should not affect the customer service one iota.

edit to add..
It is also worth noting that I was told when I dropped of the device that it would be turned around in about a week. That is not managing my expectations very well is it when we are now on week tow with no contact.

As an aside my screen on my N95 failed a few months after I had received it. That was fixed in a week but they left a load of dust beneath the screen!!! I did not complain then and just fixed it myself, i am not letting them get away with shoddy service again.

So what is too long? If Nokia told you it may take up to 8 weeks, you'd be ok with that? How about 16 weeks, still OK? I mean as long as they tell you how long it may take you'd be fine with it right?

21 days to fix a known manufacturing defect? I suppose we could argue about how many phones Nokia makes, what percentage are defective, what percentage are being repair, figure out distribution, how many employees can look at / fix how many phones per day, etc.

Bottom line is IMHO 21 days is too long, regardless of what Nokia tells me. They should be looking at it within a day or 3 of getting it, make a decision that day, and communicate it to me. At that point, I'd expect a timeframe for repairs. Then, I'd start arguing for a new/refurb immediately, instead of a waiting for repairs. But that's just me.

In this case, Nokia was aware of issues with pre-production units (I doubt it was just the two we are aware of), made an inadequate fix, didn't mention it to the repair centers, then once enough noise was made, communicated it poorly to the repair centers. Then leaving customers in the lurch for several weeks before they get a unit back, while other get ones much sooner. If that's not fail, it's at least a D-.

As I said a few posts ago, I took my phone back to Nokia Care because of that product code problem.

Their service report revealed the exact manufacturing date:
The phone I received for replacement is actually older than the one I had before.

So it seems that there is no guarantee at all that you will receive a re-engineered/usb-fixed or even newer phone :/

I have still no word on my repair, I have no assurance yet that it will actually be repaired either.

Nokia have had my N900 for 13 working days now and still not status update, no calls from anyone at Nokia and no response, as yet, to my complaint letter

Had a call 1/2 hr ago.

My N900 is on its way to the Service store, via DHL and will be back in my possesion today. It is a repalcement unit too.

Nokia UK Customer services called and were very appologetic as their process did not work as it should in this instance. On repairs of this nature i should have been advised when it went to the bigger repair section and would have been given a call or text. This did not happen due to system issue.

To be fair they coulds not have been nicer and more apologetic and were at pains to assure me that this is not the norm and hwo they are making sure this does not happen for other repairs.

So a thumbs up to Nokia from me. Just can't wait to get my N900 back now.

My N900 was turned around in 5 working days - not too shabby.#

Want to know where the N900's get fixed in the UK? This was left in the phone:

Posted mine on the 9th and heard nothing from them yet.
Rang the helpline they say it is in repair.
Wish I knew where in repair.
2 days ago they said ring back in 2 days.
Today they said ring back in 2 days.
They can't give me any information if I will get it back repaired or not or what is going to happen.
When I raise the issue of it not being repairable the poor call centre woman said they had another form for replacement.
What I would like to hear when I tell them the MicroUSB came off my N900 is that they will replace it as soon as they recieve the broken phone from me. Sadly my dream hasn't come true.

Perhaps I am affected by the same system problems...