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2010-02-19
, 17:02
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Posts: 311 |
Thanked: 180 times |
Joined on Dec 2009
@ London
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#642
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Alright peeps, after a hell of a day discussing with Nokia back & forth I finally have a bit of a result. Mind I am in Belgium, but I guess the guarantee is Europe-Wide. Imho it comes down to which Nokia centre has been informed about the N900-USB issue, so it might not be the same situation in every country.
What I did was to give Nokia a bell this afternoon, first of all to ask whether they have received an update from Nokia HQ about the USB issue or not. As it turns out: Nokia Belgium has not, and it seems like that I am the first customer in Belgium with this issue (that's what the Hotline guy told me). Anyway, he said it should be under warranty & fixed, but I do not know whether he fully grasped the situation.
So I complained to him that the Nokia Care Centre here in Brussels totally refused to repair of my device (that was 2 weeks ago: he said he couldn't repair it, sending it in would produce the same result, oh yes and no warranty) and he was quite surprised to hear that, so he told me to go to a different one which I did. I called them before and they said they will take a look. When I got to #2 I had the impression the Nokia hotline guy had already made them aware that I would turn up or they had other people come in with n900 related problems, but when I got there the guy knew what was going on and said that we have to send it to Nokia BE.
Because:
After talking to him for a while he said they are the biggest Nokia store in Belgium and they have NOT received the n900 yet, therefore cannot offer any repair/exchange. In his opinion there must be a reason why the Phone has not been released in Belgium yet, and he presumed that Nokia certainly has a lot of problems with the device, therefore it has not been given out to retailers here yet! Bear in mind, this is all speculation!
He also said that in his opinion this issue is Nokia's wrongdoing and that they are aware of certain troubles with the device, but he didn't know anything precise (great guy btw). In the end it would be their decision what to do with my device.
I had to send in the device, after signing a sheet that the store (because I did not buy it there) will not be responsible for any repair fees/exchanges, which is fair enough, but they will support me in any way to get the device back from Nokia, either repaired or exchanged. I felt alot better after this, trust me.
To sum it up:
Nokia Care is NOT YET aware of the USB port troubles, but are certainly acknowledging that there are some troubles. As of now, no messages have been passed to Nokia Repair Centres: some are refusing all devices with these issues, claiming it's not under warranty, and others say they know about the issues and do not agree with Nokias policy, but their hands are tied. All they can do is send it to Nokia.
I have the impression things are rolling in the background, but I might be wrong. I am still not fully convinced that this will end well for me, they might contact me soon and tell me that there's nothing they can do. But hope never dies
For now, I am keeping my fingers crossed.
Last edited by Haus3r; 2010-02-19 at 17:07.
What I did was to give Nokia a bell this afternoon, first of all to ask whether they have received an update from Nokia HQ about the USB issue or not. As it turns out: Nokia Belgium has not, and it seems like that I am the first customer in Belgium with this issue (that's what the Hotline guy told me). Anyway, he said it should be under warranty & fixed, but I do not know whether he fully grasped the situation.
So I complained to him that the Nokia Care Centre here in Brussels totally refused to repair of my device (that was 2 weeks ago: he said he couldn't repair it, sending it in would produce the same result, oh yes and no warranty) and he was quite surprised to hear that, so he told me to go to a different one which I did. I called them before and they said they will take a look. When I got to #2 I had the impression the Nokia hotline guy had already made them aware that I would turn up or they had other people come in with n900 related problems, but when I got there the guy knew what was going on and said that we have to send it to Nokia BE.
Because:
After talking to him for a while he said they are the biggest Nokia store in Belgium and they have NOT received the n900 yet, therefore cannot offer any repair/exchange. In his opinion there must be a reason why the Phone has not been released in Belgium yet, and he presumed that Nokia certainly has a lot of problems with the device, therefore it has not been given out to retailers here yet! Bear in mind, this is all speculation!
He also said that in his opinion this issue is Nokia's wrongdoing and that they are aware of certain troubles with the device, but he didn't know anything precise (great guy btw). In the end it would be their decision what to do with my device.
I had to send in the device, after signing a sheet that the store (because I did not buy it there) will not be responsible for any repair fees/exchanges, which is fair enough, but they will support me in any way to get the device back from Nokia, either repaired or exchanged. I felt alot better after this, trust me.
To sum it up:
Nokia Care is NOT YET aware of the USB port troubles, but are certainly acknowledging that there are some troubles. As of now, no messages have been passed to Nokia Repair Centres: some are refusing all devices with these issues, claiming it's not under warranty, and others say they know about the issues and do not agree with Nokias policy, but their hands are tied. All they can do is send it to Nokia.
I have the impression things are rolling in the background, but I might be wrong. I am still not fully convinced that this will end well for me, they might contact me soon and tell me that there's nothing they can do. But hope never dies
For now, I am keeping my fingers crossed.
__________________
|| Check it out: http://soundcloud.com/sebastian-hauser ||
|| Check it out: http://soundcloud.com/sebastian-hauser ||
Last edited by Haus3r; 2010-02-19 at 17:07.
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2010-02-19
, 17:13
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Posts: 270 |
Thanked: 170 times |
Joined on Jul 2007
@ Atlanta, GA + Oxford UK
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#643
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Originally Posted by Texrat
I was talking to Nokia Care at the head office. On 0845 045 5555
And please don't equate a repair center rep's stubbornness or ignorance with official policy. Again: the ripple effect can take a while.
Here (and if we are honest it was prolly a call centre in india) they should at least be the first to feel the ripple?
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2010-02-19
, 17:18
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Posts: 11,700 |
Thanked: 10,045 times |
Joined on Jun 2006
@ North Texas, USA
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#644
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Originally Posted by Bouloute
... and the more of these occur, the better it will be for everyone.
Hi there,
I sent an e-mail to nokia care and they confirmed that i could bring my phone to a nokia repair center and that it would repair (or replace i don't know yet) my phone under warranty.
So good news
Hard for a company to say "we won't repair this under warranty for you" when they are for someone else.
__________________
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
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2010-02-19
, 17:21
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Posts: 11,700 |
Thanked: 10,045 times |
Joined on Jun 2006
@ North Texas, USA
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#645
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Originally Posted by Haus3r
I highly doubt that's the case in general.
Nokia Care is NOT YET aware of the USB port troubles, but are certainly acknowledging that there are some troubles. As of now, no messages have been passed to Nokia Repair Centres:
Nokia CARE is aware of the problem at a high level (I made sure of that)... and so are some CARE centers, as has been indicated by some people receiving warranty repairs.
__________________
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
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2010-02-19
, 17:46
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Posts: 1,283 |
Thanked: 370 times |
Joined on Sep 2009
@ South Florida
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#646
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Originally Posted by Haus3r
Sounds like NOKIA uses Passenger Pigeons for communications...
Alright peeps, after a hell of a day discussing with Nokia back & forth I finally have a bit of a result. Mind I am in Belgium, but I guess the guarantee is Europe-Wide. Imho it comes down to which Nokia centre has been informed about the N900-USB issue, so it might not be the same situation in every country.
What I did was to give Nokia a bell this afternoon, first of all to ask whether they have received an update from Nokia HQ about the USB issue or not. As it turns out: Nokia Belgium has not, and it seems like that I am the first customer in Belgium with this issue (that's what the Hotline guy told me). Anyway, he said it should be under warranty & fixed, but I do not know whether he fully grasped the situation.
So I complained to him that the Nokia Care Centre here in Brussels totally refused to repair of my device (that was 2 weeks ago: he said he couldn't repair it, sending it in would produce the same result, oh yes and no warranty) and he was quite surprised to hear that, so he told me to go to a different one which I did. I called them before and they said they will take a look. When I got to #2 I had the impression the Nokia hotline guy had already made them aware that I would turn up or they had other people come in with n900 related problems, but when I got there the guy knew what was going on and said that we have to send it to Nokia BE.
Because:
After talking to him for a while he said they are the biggest Nokia store in Belgium and they have NOT received the n900 yet, therefore cannot offer any repair/exchange. In his opinion there must be a reason why the Phone has not been released in Belgium yet, and he presumed that Nokia certainly has a lot of problems with the device, therefore it has not been given out to retailers here yet! Bear in mind, this is all speculation!
He also said that in his opinion this issue is Nokia's wrongdoing and that they are aware of certain troubles with the device, but he didn't know anything precise (great guy btw). In the end it would be their decision what to do with my device.
I had to send in the device, after signing a sheet that the store (because I did not buy it there) will not be responsible for any repair fees/exchanges, which is fair enough, but they will support me in any way to get the device back from Nokia, either repaired or exchanged. I felt alot better after this, trust me.
To sum it up:
Nokia Care is NOT YET aware of the USB port troubles, but are certainly acknowledging that there are some troubles. As of now, no messages have been passed to Nokia Repair Centres: some are refusing all devices with these issues, claiming it's not under warranty, and others say they know about the issues and do not agree with Nokias policy, but their hands are tied. All they can do is send it to Nokia.
I have the impression things are rolling in the background, but I might be wrong. I am still not fully convinced that this will end well for me, they might contact me soon and tell me that there's nothing they can do. But hope never dies
Apparently nobody told them they were extinct!
__________________
N900 as a Drive Letter in Windows, FULL Root access!!
Maemo! There's a BUG for that!
Cutomize Maemo!
Noobies - Noobies 2 - Maemo 5 - 101
Maemo FAQ
N900 as a Drive Letter in Windows, FULL Root access!!
Maemo! There's a BUG for that!
Cutomize Maemo!
Noobies - Noobies 2 - Maemo 5 - 101
Maemo FAQ
Last edited by les_garten; 2010-02-19 at 17:48.
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2010-02-19
, 17:48
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Posts: 11,700 |
Thanked: 10,045 times |
Joined on Jun 2006
@ North Texas, USA
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#647
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Originally Posted by les_garten
Don't get me started on the irony. The things that used to perplex me about internal communications when I was an employee...
Sounds like NOKIA uses Carrier Pigeons for communications...
__________________
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
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2010-02-19
, 17:49
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Posts: 1,283 |
Thanked: 370 times |
Joined on Sep 2009
@ South Florida
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#648
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Originally Posted by Texrat
Maybe they are actually using email, but the USB dock snapped off their N900s and they can't check their email?
Don't get me started on the irony. The things that used to perplex me about internal communications when I was an employee...
It's possible...
__________________
N900 as a Drive Letter in Windows, FULL Root access!!
Maemo! There's a BUG for that!
Cutomize Maemo!
Noobies - Noobies 2 - Maemo 5 - 101
Maemo FAQ
N900 as a Drive Letter in Windows, FULL Root access!!
Maemo! There's a BUG for that!
Cutomize Maemo!
Noobies - Noobies 2 - Maemo 5 - 101
Maemo FAQ
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2010-02-19
, 17:51
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Posts: 11,700 |
Thanked: 10,045 times |
Joined on Jun 2006
@ North Texas, USA
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#649
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Originally Posted by les_garten
I can't say what mode is being used. The insinuation was that Nokia employees are just as frustrated at communications problems inside a communications company.
Maybe they are actually using email, but the USB dock snapped off their N900s and they can't check their email?
It's possible...
__________________
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
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2010-02-19
, 18:18
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Posts: 270 |
Thanked: 170 times |
Joined on Jul 2007
@ Atlanta, GA + Oxford UK
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#650
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Originally Posted by Texrat
I am sorry (and I have mentioned this before.
... and the more of these occur, the better it will be for everyone.
Hard for a company to say "we won't repair this under warranty for you" when they are for someone else.
But I am not willing to have faith in this until I hear from people with "Landing pad damage" that they have had nokia repair or replace the phone.
I know I sound overly pesemistic. But I do think I have reason.
As for the timeline. As i mentioned after MarkS quoted the policy on engadget the centre I went to recieved an update the very next morning.
The update was not what we wanted to hear. But if the new announcement a few days ago is what we expect. Then no one with pad damage should be getting a phone returned from Nokia care centers if it was looked at after thursday just gone.
Lets watch this for a few more days and see what happens .
But we should be seeing people with pad damaged phones getting them returned early next week. Then I will bew willing to give Nokia credit for doing the right thing.
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| Tags |
| bad design, broken, charging, failure, hardware, loose, microusb, microusb port, n900, nokia, part, port, repair, return, surface mount, usb, usb port, warranty |
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All times are GMT. The time now is 02:45.
I sent an e-mail to nokia care and they confirmed that i could bring my phone to a nokia repair center and that it would repair (or replace i don't know yet) my phone under warranty.
So good news