Problems with N900 USB port becoming broken / loose and resulting warranty & repair issues - Page 61 - maemo.org

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	pelago	2010-02-17 , 13:54
	Posts: 2,121 \| Thanked: 1,540 times \| Joined on Mar 2008 @ Oxford, UK	#601

Remember that it does say that this information may take a few days to reach all the Nokia CARE centres, so don't go ballistic if they don't seem to be immediately helpful.

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	HumanPenguin	2010-02-17 , 14:02
	Posts: 270 \| Thanked: 170 times \| Joined on Jul 2007 @ Atlanta, GA + Oxford UK	#602

Originally Posted by Arrancamos

COOL NEWS!!
Lets spread this.
Now... Nokia Care, do care?
Finally, I would like see this applied to my case
Regards.

Big Thanks to Texrat and other ppl involved.

To be honest while this defiantly looks better,

It states broken USB ports will be covered. It dose not yet indicate that this includes ports that have damaged landing pads on the mother board.

Until I hear from nokia that they understand pads may be torn off without undue physical stress by the user. Or a number of owners reporting that previosely rejected phones are now covered.

I am not yet willing to sing praises for Nokia.

The last post on engadget that was clearly PR bull and no change in policy at all has left a bad taste in my mouth. I drove 70 miles to hand the phone in. With print outs of the nokia statement n case they had not heard.

And it turned out the update was no different to the previous requirement.

I need to see evidence or a clear undenyable statement before trusting the Nokia minions again.

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	Haus3r	2010-02-17 , 14:16
	Posts: 311 \| Thanked: 180 times \| Joined on Dec 2009 @ London	#603

Sorry to piss on your Parade HumanPenguin, but:

I drove 70 miles to hand the phone in. That's your own fault - Nokia denied that the MiniUSB issue was a design Flaw, therefore Nokia Care Centres all over the World were instructed to decline any devices coming in with this fault. This was posted all over the net, including the Maemo Forum. Why you still chose to drive to a NCC remains a mystery to me.

With print outs of the nokia statement n case they had not heard. There is a distinct possibilty that they were (made?) aware of the situation, but unless they had heard anything directly from Nokia HQ concerning this issue there was not way they would have suddenly started to accept your device. No point bringing print-outs from the net (also note, they can easily be faked!) - they will simply stall you, saying that they are awaiting updates from Nokia HQ.

I suggest being a bit more patient with things - I know this is annoying (same situation for me - remember?) and frustrating, but I personally believe that if someone makes a mistake we should give them the opportunity to make it right. And it looks like that's exactly what NOKIA is doing at the moment. Give them time, be patient.

For the time being, enjoy doing other things! I am doing so and enjoying it - not having my n900 will make me appreciate it even more when I have it back.

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Ayle	2010-02-17 , 14:49
Posts: 202 \| Thanked: 60 times \| Joined on Sep 2009	#604

Originally Posted by toto29820

you guys can buy an extenal charger to charge the bat and use bluetooth to transfer files it is not end of the world

Try transferring 4GB worth of data on bluetooth and come talk to me again. Not counting on the fact that not everyone has bluetooth on his computer.

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	HumanPenguin	2010-02-17 , 14:54
	Posts: 270 \| Thanked: 170 times \| Joined on Jul 2007 @ Atlanta, GA + Oxford UK	#605

Originally Posted by Haus3r

Sorry to piss on your Parade HumanPenguin, but:

I drove 70 miles to hand the phone in. That's your own fault - Nokia denied that the MiniUSB issue was a design Flaw, therefore Nokia Care Centres all over the World were instructed to decline any devices coming in with this fault. This was posted all over the net, including the Maemo Forum. Why you still chose to drive to a NCC remains a mystery to me.

With print outs of the nokia statement n case they had not heard. There is a distinct possibilty that they were (made?) aware of the situation, but unless they had heard anything directly from Nokia HQ concerning this issue there was not way they would have suddenly started to accept your device. No point bringing print-outs from the net (also note, they can easily be faked!) - they will simply stall you, saying that they are awaiting updates from Nokia HQ.

I suggest being a bit more patient with things - I know this is annoying (same situation for me - remember?) and frustrating, but I personally believe that if someone makes a mistake we should give them the opportunity to make it right. And it looks like that's exactly what NOKIA is doing at the moment. Give them time, be patient.

For the time being, enjoy doing other things! I am doing so and enjoying it - not having my n900 will make me appreciate it even more when I have it back.

I think you misunderstand my point

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.

Now explain why I should not be hesitant to trust Nokias word.

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	pelago	2010-02-17 , 15:11
	Posts: 2,121 \| Thanked: 1,540 times \| Joined on Mar 2008 @ Oxford, UK	#606

Originally Posted by HumanPenguin

To be honest while this defiantly looks better,

It states broken USB ports will be covered. It dose not yet indicate that this includes ports that have damaged landing pads on the mother board.

HumanPenguin - I understand why you are pessimistic about this due to your previous experiences, but the 17-Feb-2010 08:56 AM post on the http://discussions.europe.nokia.com/...p/632939#M5537 thread actually says "a detached N900 usb connector" is covered. I would be very surprised if a Nokia CARE centre was able to say that what you were showing to them wasn't covered by that statement, pads or no pads.

Last edited by pelago; 2010-02-17 at 15:37. Reason: Clarified which post

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TA-t3	2010-02-17 , 15:21
Posts: 3,841 \| Thanked: 1,079 times \| Joined on Nov 2006	#607

But that posting is from February 11, which is six days ago. It precedes the real-life interpretation problem that HumanPenguin experienced.

EDIT: Scratch that. There's indeed an update below (I was fooled because the link pointed to the old one), and it seems to indicate that they're changing the approach.

__________________
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Last edited by TA-t3; 2010-02-17 at 15:23.

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flydeep	2010-02-17 , 15:35
Posts: 184 \| Thanked: 49 times \| Joined on Feb 2010 @ US	#608

This news is some progress since last week. The proof of the pudding is when current users see a fix happening without much grief. I bought mine from Amazon.com and in US the warranty is only for a year against the 2 years in EU.

Unless the production line changes to fix this design flaw, even a new one is likely to fail soon. I hope everyone understands that even exchanging with a new unit is only a temporary solution and your heart will skip a beat even with the new unit.

Originally Posted by TA-t3

But that posting is from February 11, which is six days ago. It precedes the real-life interpretation problem that HumanPenguin experienced.

EDIT: Scratch that. There's indeed an update below (I was fooled because the link pointed to the old one), and it seems to indicate that they're changing the approach.

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	HumanPenguin	2010-02-17 , 15:36
	Posts: 270 \| Thanked: 170 times \| Joined on Jul 2007 @ Atlanta, GA + Oxford UK	#609

Originally Posted by TA-t3

But that posting is from February 11, which is six days ago. It precedes the real-life interpretation problem that HumanPenguin experienced.

EDIT: Scratch that. There's indeed an update below (I was fooled because the link pointed to the old one), and it seems to indicate that they're changing the approach.

Nods the 6 day post is the one I was referring to previously. When it turned out to mean nothing. This is a new one but until it includes a comment about the pads means little.

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	Haus3r	2010-02-17 , 15:37
	Posts: 311 \| Thanked: 180 times \| Joined on Dec 2009 @ London	#610

Originally Posted by HumanPenguin

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.