Originally Posted by smallwesley

I didn't pay for it. It is covered under the warranty.

Originally Posted by schettj

http://www.nokiausa.com/get-support-...re-protect/faq

On both questions asking about warranty repair out of the country of purchase:

"No, Nokia Care Protect is valid for warranty repair within the country where the device was originally purchased. "

Originally Posted by arifsaha

Well, what if I purchase the phone outside USA in the first place? I.e. I bought the phone while in Canada from a Canadian store? :-)

Originally Posted by shallimus

Executive summary: I broke my screen. I live in Canada. My N900 has a US IMEI. I called Nokia Canada and asked how much it would cost to replace. Nokia Canada told me they won't touch it and I need to live in the US before they can help me. Please share thoughts/advice.

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UPDATE: If you are in a similar situation, see links in my signature for posts which might be useful.

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First things first: yep, it was clumsy. In response to my name being called in the office, I turned round, strode confidently towards my colleague and promptly walked into the corner of a desk. My excuse? I hadn't had my coffee yet. Only a glancing blow, I thought. Maybe, but it was enough to crack the lovely, shiny LCD on my N900.

So... broken screen. I'm confident I can get the data off my phone this evening when I get home, so I'm not worried about that.
I realised immediately that this obvious accidental damage isn't covered by warranty, and I have no problem with the fact that a repair is going to cost me some money. Surely, I thought, a call to Nokia's Ajax, Ontario customer service centre would set me on the path to a speedy (if expensive) fix?

No such luck. That's the Ontario in Canada, by the way. I live there, and apparently Nokia feels that I should be punished for this in some way. The repair rep I spoke with made it clear from the outset by her tone that she did not appreciate having to pick up the phone to take my call, and things went downhill from there.

She asked for my IMEI, I gave it to her. She put me on hold, and came back a minute later to ask for my location.

Me: "Toronto, Canada".
Belligerent Nokia Rep: "In that case, we can't help you. If you send this phone to us for repair, we will send it back to you."
Me: "Huh?"
BNR: "You need a US address, and you need to send it to the US for repair."
Me: "I don't have a US address, because I live in Canada. Why can't I send the phone to Nokia Canada for repair?"
BNR: "This phone was not intended for sale in Canada."
Me: "I understand that, and I am willing to pay for the repair."
BNR: "Our technicians are not licensed to repair this phone."

I explained that I don't mind where my phone goes to be fixed, so long as it gets fixed. My further questions were met with stubborn repetition. I wanted to know how I could proceed without a US address, and she offered no new information. I asked to speak to a supervisor, and after sighing loudly, she put me on hold. After 10 minutes on hold with no update I realised that my call was probably not going anywhere near a supervisor, and I ended the call.

I called them back, got someone else and asked them to explain why why Nokia Canada is apparently unable to offer a repair for the N900. "Which model was that?" "The N-nine-hundred. Nokia's current flagship phone." "The N900?" "Yes. Your current top-of-the-line phone."

After some coaxing from me, Rep #2 (who was certainly polite, at least) told me that someone "probably from the Executive Team" would call me within 24 hours. I'll update this thread once that happens just in case anyone ever finds themselves in a similar situation.

So in conclusion, my questions are:

• Leaving aside my initial disappointing experience, is there anyone at Nokia who can actually help me get my phone fixed? I'm willing to pay for the repair. I don't expect Nokia to cover accidental damage under the warranty.
• Is it possible to get a US-model Nokia phone fixed without a US address?
• If Nokia are unwilling to repair my phone (remember, I am willing to pay for their trouble) does anyone have experience of third-party N900 screen replacement in the Toronto area?

Originally Posted by sauloavelar

Do you guys know any store or service who repair Nokia phones?

Originally Posted by shallimus

I broke my screen. I live in Canada. My N900 has a US IMEI. I called Nokia Canada and asked how much it would cost to replace. Nokia Canada told me they won't touch it and I need to live in the US before they can help me.

Date: Thu, 29 Jul 2010 03:29:29
From: canada.customercare@nokia.com
To: <me>
Subject: Nokia - Arif Sahari Wobowo - Nokia N900


Dear Arif Sahari Wibowo,


Thank you for emailing the Nokia Care Contact Center.

We sincerely apologize for the inconvenience this may have caused you.

In response to your concern, we would like to inform you that upon verification, your device with serial number <my_N900_serial_number> appears to be within the initial warranty period. We suggest that you send your Nokia N900 for repair/check up for further physical evaluation of your mobile device. For repair instructions, please refer to the information that we have provided below:

KEEPING your DATA (contacts, ring tones, applications, etc.)

1. To protect your privacy, all personal data and user installed applications will be erased from your device during the repair process.
2. Prior to sending your device in for repair, you MUST back up your personal data including contacts, pictures, downloaded ringing tones and graphics, games and anything else you may have added to the device.

Getting your repair done

1. Complete the repair form and include with your device.
2. Make a copy of the form for your records and for reference when tracking your repair.
3. Include a copy of your proof of purchase/sales receipt (if available) so we may verify your warranty.
4. Do NOT include battery, charger, back cover, headset, car kit or other accessories unless related to your specific issue.
5. If your device uses a SIM (Smart Chip) Memory Card (MiniSD, MicroSD, Reduced Size Memory Card or Multimedia Memory Card), please remove them and keep for use when your device is returned.
6. Pack your device securely in a box or padded envelope and include your return address on the outside of the package. Ship the device, prepaid, to the following address:

Nokia Authorized Service Center
Attn: Nokia Service Receiving
213 Harry Walker Pkwy S.
Newmarket, Ontario L3Y 8T3

7. Ship your device via a method that provides a tracking # and requires a signature upon delivery. (If a Nokia representative does not sign accepting receipt of a package, Nokia does not accept any liability for lost product. We also recommend that you insure your package as Nokia is not responsible for loss or repairing damage that occurs during shipment.)

NOT covered by Warranty

1. Liquid and physical damage are not covered by the warranty.
2. If the liquid damage indicator dot located under the battery is red or pink, the phone may have been exposed to either direct liquid contact or high humidity levels that are not covered by warranty (some potential causes of liquid damage: reaching for phone with wet hands or in rain, repeated exposure to high humidity as in bathroom or indoor swimming pool area.) Please note that the Technician may still determine that there is liquid damage even if the indicator is not pink/red.
3. If your phone is out of warranty (for instance, due to age or physical or liquid damage), please contact the Nokia Authorized Service Centre at 1-800-668-5649 ext. 1243 prior to shipping in your unit. There is a charge and approval required prior to generating an estimate for repair. For further information on "Out of Warranty Processing" please contact the Nokia Authorized Service Centre.

You may also visit the link below if you still need more information about repair and warranty related concerns.

We are sorry to hear about what happened to you phone.

We hope that this information proves useful for you.

If you have any additional questions, please do not hesitate to contact us again. To ensure proper handling of your case, kindly continue using the current subject line.

Check out all the phones and accessories at www.nokia.ca. If you have any questions, please call us at 1-888-226-6542 and we can help find the right product for you.

Thank you very much for your e-mail.


Kind regards,

Erich B. Tunque
E-mail Specialist
Nokia Inc.

Originally Posted by JohnoDotCa

It's that hard to understand? Nokia USA and Nokia Canada are seperate companies selling the same brand. If you buy a phone from Nokia USA, why would Nokia Canada be responsible for the warranty of another company's product that they have chosen not to distribute?

Originally Posted by JohnoDotCa

Two months after I purchased my phone from Newegg.ca, I needed to get my phone warranteed. I didn't buy the extended warranty from Newegg. I called them, told them that I was having trouble getting Nokia to honor the MANUFACTURER's warranty as they (Newegg.ca) sold me a US product in Canada without first disclosing that the manufacturer's warranty wouldn't be valid in Canada. They took care of it for me by routing my USA warranty claim through the states.