XP-YESSSSSSS

Dell's already awesome XPS 15 gets even better in 2017

Surface table meets Windows 10

Yes, we did put Windows 10 on the original Surface table ... and it rocks

Cream o' the crop

Before buying a Microsoft laptop, check out our pick for the absolute best

Simple and secure, just the way I like it

We think Windows 10 Cloud is a great idea, here's why

uber micro

Halo Wars 2 has something for everyone. Here's our full review.

Oldie but goldie

We reviewed Microsoft's decade-old Surface table

Creators Update comin' at ya

These are the coolest new features in the next big Xbox One update (video)

Buyer's guide

The Razer Blade 14 is the best laptop Razer has to offer

Windows 10 app gems

10 terrific Windows 10 apps you should be using

Tower of power

Here's what we think of Dell's XPS Tower Special Edition

Quite a deal

Grab the complete C# coding bootcamp for $41!

Your go-to laptop guide

Introducing our ultimate laptop buyer's guide

Listen here

Attn Android and iPhone users: What you need to know about Windows phone

Old is new?

The original Surface Pro still holds its own in the 2-in-1 world

Xbox Greenlight?

No, internet, Microsoft isn't opening Xbox to all UWP games

Falling in love

HP Envy 34 review: An ultrawide curved all-in-one after my heart

2015 machine in 2017?

Surface 3 still holds its own in 2017

Let Kodi cut your cord

You should be using Kodi for Windows 10

Leader of the pack

HP's Spectre x360 15 just might be the best all-around laptop

New or refurbed?

Is a refurbed Surface right for you?

< >
Welcome to the Windows Central Forums Create Your Account or Ask a Question Answers in 5 minutes - no registration required!
Results 1 to 25 of 25
Like Tree7Likes
  • 4 Post By Hypetrak
  • 1 Post By andrewkeith5
  • 2 Post By Dos101
  • 1 Post By Dos101
  • 1 Post By irvin792
  • 1 Post By TMavC5
  1. Hypetrak's Avatar
    Member

    Posts
    79 Posts
    Global Posts
    81 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
       #1  
    I recently had issues with my phone turning off for no apparent reason the past few days and decided to go out and about emailing Mr. Elop about the issue. I received a reply back within hours and he forwarded me to Nokia Resolution where I explained my 920 issue.

    Long story short - they gave me a shipping label and are replacing my white 920 absolutely free of charge! Downside is that I now have to use my iPhone for a few days until I receive it :(
    ibbyj, Dos101, snowmutt and 1 others like this.
  2. andrewkeith5's Avatar
    Member

    Posts
    280 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #2  
    Oh, so there ARE some Lumia 920's in existance, it's just Nokia aren't sending them to retailers :( I'm still waiting for one to even be available for me to buy...

    In other news, I'm glad Nokia's support is so good! I doubt I'd get that from HTC
    snowmutt likes this.
  3. dkp23's Avatar
    Member

    Posts
    1,494 Posts
    Global Posts
    1,529 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #3  
    Quote Originally Posted by Hypetrak View Post
    I recently had issues with my phone turning off for no apparent reason the past few days and decided to go out and about emailing Mr. Elop about the issue. I received a reply back within hours and he forwarded me to Nokia Resolution where I explained my 920 issue.

    Long story short - they gave me a shipping label and are replacing my white 920 absolutely free of charge! Downside is that I now have to use my iPhone for a few days until I receive it :(
    Why wouldnt your phone be replaced free of charge? it is still under warranty probably.
  4. SnailUK's Avatar
    Member

    Posts
    1,006 Posts
    Global Posts
    1,007 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #4  
    Why would Nokia not be sending them out? Its far more likely that the retailers are ordering conservatively.
    Sent from my RM-821_eu_euro1_342 using Board Express
  5. Dos101's Avatar
    Member

    Posts
    478 Posts
    Global Posts
    488 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #5  
    I have to agree, Nokia's support is absolutely stellar. I've been plagued with battery issues (and freezes every couple days) since I got my 920. Seemed to go away since I restored it but now some days it'll lose 25% in 40 minutes.

    So last Friday I went to the Rogers store I purchased the phone from (or rather, since I pre-ordered the phone, I went to the store that the phone was shipped to). Mind you as of Friday it had only been 11 days since I got the phone, so I was within the 14 day exchange/return policy. I walked into the store and explained my issue, that I would like to exchange the phone since there are clearly some odd issues going on. The man pretty much blew me off, saying I would have to go to the Rogers technical depot (whatever that is) and get a quote about getting the battery replaced, if that is the issue. So I walked out pretty angry/frustrated. Got home, cooled off, and phone Rogers technical support. Same. Bloody. Story. I mean seriously I paid for the friggin phone 11 days earlier and they won't even attempt to help me, just gauge money out of me.

    So, in a last attempt, I email Stephen Elop explaining my story, including all of my data of what I did to try and resolve the problem. The next day he sends me an email saying he's sorry to hear about the issue, and that he's cc'd some Nokia care people on the email who will get back to me about getting it resolved. Today I exchanged emails with someone from Nokia Care and set up a phone call with them. The lady was very nice and even though English didn't seem to be her first language she did really well (definitely had a Finnish accent). She confirmed with me what my issue was with my 920 , said how sorry she was that I had this issue, and that Nokia sees this as a very high end phone and wants to do everything they can to make it succeed and that they value my feedback as a customer for helping improve their product experience. Now I have read that on here (and the Rogers forums) that some people, like myself, who got their 920 the week before launch have had some issues. So it was definitely strange when she asked me if I had gotten the phone from Rogers during their early launch. I had not told her this so I suspect that there was more to that launch than Rogers was willing to tell everyone.

    So at the end of it all she said that because the phone is so popular they are experiencing stock issues around the world and that it may take some time to get a new phone to me. Honestly I couldn't have asked for better customer service, especially since my carrier was no help at all. So I would suggest anyone who has issues with their 920 and is getting jerked around by their carrier to contact Nokia support, they seem pretty willing to listen and to help.
    Hypetrak and snowmutt like this.
  6. Dos101's Avatar
    Member

    Posts
    478 Posts
    Global Posts
    488 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #6  
    Quote Originally Posted by SnailUK View Post
    Why would Nokia not be sending them out? Its far more likely that the retailers are ordering conservatively.
    Sent from my RM-821_eu_euro1_342 using Board Express
    See my post above. According to the person I spoke to at Nokia, there is a shortage of phones.
  7. slashd0t's Avatar
    Member

    Posts
    170 Posts
    Global Posts
    259 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #7  
    It's awesome how much Stephen Elop is actually responding to people.. You can tell it's not just some canned PR response ...


    Rogers can rot in you know what as far as I'm concerned.. I wish nothing but bad things for that company.. They continue to screw people over every single day, yet, they remain in business. I just don't understand it..
  8. yodies's Avatar
    Member

    Posts
    139 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #8  
    In fairness to Mr. Elop, he probably has some people working his email address, though I'm sure he may field a few, the response time on these emails seems way too quick for a CEO that probably has better things to do. Still impressed, though (I, too, have sent him an email and received a response).
  9. Dos101's Avatar
    Member

    Posts
    478 Posts
    Global Posts
    488 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #9  
    Quote Originally Posted by yodies View Post
    In fairness to Mr. Elop, he probably has some people working his email address, though I'm sure he may field a few, the response time on these emails seems way too quick for a CEO that probably has better things to do. Still impressed, though (I, too, have sent him an email and received a response).
    That is probably true, but I think the key thing here is that people are getting responses and Nokia seems to be fairly active in getting issues resolved.
    Last edited by Chris Parsons; 11-20-2012 at 10:28 AM.
    Hypetrak likes this.
  10. irvin792's Avatar
    Member

    Posts
    1,152 Posts
    Global Posts
    1,280 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #10  
    Quote Originally Posted by Hypetrak View Post
    I recently had issues with my phone turning off for no apparent reason the past few days and decided to go out and about emailing Mr. Elop about the issue. I received a reply back within hours and he forwarded me to Nokia Resolution where I explained my 920 issue.

    Long story short - they gave me a shipping label and are replacing my white 920 absolutely free of charge! Downside is that I now have to use my iPhone for a few days until I receive it :(
    I just got off the phone with Resolutions and did the same thing as you. They even asked me to email Mr. Elop to let him know they are taking care of me.

    Amazing service!
    snowmutt likes this.
  11. TMavC5's Avatar
    Member

    Posts
    650 Posts
    Global Posts
    846 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #11  
    Sorry to hear that. WOW, personal response from ELop....Thats awesome!

    Quote Originally Posted by Hypetrak View Post
    I recently had issues with my phone turning off for no apparent reason the past few days and decided to go out and about emailing Mr. Elop about the issue. I received a reply back within hours and he forwarded me to Nokia Resolution where I explained my 920 issue.

    Long story short - they gave me a shipping label and are replacing my white 920 absolutely free of charge! Downside is that I now have to use my iPhone for a few days until I receive it :(
    Hypetrak likes this.
  12. Hypetrak's Avatar
    Member

    Posts
    79 Posts
    Global Posts
    81 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
       #12  
    If I were to exchange it via AT&T, they would have charged me a $35 restocking fee. However, this exchange was 100% free for me (shipping paid for), not to mention the support was very helpful and kind.

    Quote Originally Posted by dkp23 View Post
    Why wouldnt your phone be replaced free of charge? it is still under warranty probably.
    Last edited by Chris Parsons; 11-20-2012 at 10:29 AM.
  13. Jonah P's Avatar
    Member

    Posts
    27 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #13  
    AT&T will replace phones (as long as they are identical..same model and color) free of charge if it is an issue with the manufacturing. Nokia is responsible for these defects. You also have 30 days vs. 14 days.

    Source: AT&T Customer Service as well as Retail Sales Consultant
  14. irvin792's Avatar
    Member

    Posts
    1,152 Posts
    Global Posts
    1,280 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #14  
    Quote Originally Posted by Hypetrak View Post
    If I were to exchange it via AT&T, they would have charged me a $35 restocking fee. However, this exchange was 100% free for me (shipping paid for), not to mention the support was very helpful and kind.
    word
  15. entropism's Avatar
    Member

    Posts
    58 Posts
    Global Posts
    179 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #15  
    The $35 fee is SUPPOSED to be for regretful purchases, not defective ones, but they'll still try to charge you unless you call them on it. In that case a store will charge you the $35 and then immediately credit you the $35 to offset it, which basically nullifies the fee perfectly.
  16. snowmutt's Avatar

    Posts
    3,803 Posts
    Global Posts
    3,824 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #16  
    Once again, my future phones will be Nokia, and it isn't even close anymore.

    After the amazing non-existent assistance from HTC about the first Titan and all the problems we had with it and the non-existent support for either Titan, and Samsung's treating WP as a third class citizen, I am just amazed at the good responses Nokia gives their customers. They were all over problems with the 900 as well. Toss in the way they are beating the bushes to improve the WP ecosystem with their mapping service, streaming radio, and apps and you have what we in the consumer world refer to as a "no-brainer".

    My wife asked me since I was going to wait until after the 7.8 update to start truly looking at buying a WP 8 if I would buy a second hand Nokia in a few months since we all know they will start to pop up. It would save a little money for a basic like new device. She was shocked to hear me say no. I will buy a new Nokia and support the company I think is the future of my favorite OS. I certainly hope all WP manufacturers are successful. Heck, truth be told I will at least look at the other devices. But when it comes to actually plopping down my money? Can't see it going to any other company.

    To steal a line from the OP.....Thanks so much, Nokia.
  17. JohnDoes's Avatar
    Member

    Posts
    20 Posts
    Global Posts
    142 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #17  
    You know what? If you have saved the galaxy a dozen times, responding to emails isn't that big deal!
    Click image for larger version. 

Name:	shatner.jpg 
Views:	329 
Size:	34.9 KB 
ID:	23315Click image for larger version. 

Name:	Stephen-Elop.jpg 
Views:	14 
Size:	279.3 KB 
ID:	23314
    William Tiberius Elop!
    Last edited by JohnDoes; 11-21-2012 at 08:09 AM.
  18. inside man 55's Avatar
    Member

    Posts
    91 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #18  
    I will be getting my first Nokia phone today. If Nokia customer service is this awesome and the build quality of the phone is as good they say I can deal with any temporary issues WP 8 has. So psyched! :-D
  19. igoramadas's Avatar
    Member

    Posts
    101 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #19  
    Quote Originally Posted by yodies View Post
    In fairness to Mr. Elop, he probably has some people working his email address, though I'm sure he may field a few, the response time on these emails seems way too quick for a CEO that probably has better things to do. Still impressed, though (I, too, have sent him an email and received a response).
    Indeed. I've seen it a few times, and it just happened to me now that got a reply from Stephen saying they'll assist me. The "standard" response is:

    Hello there OR Hi there,

    [[RANDOM INTRODUCTION]] - I am sorry that you have encountered these problems. I will ask my team to assist.

    Regards,

    Stephen
  20. socialcarpet's Avatar
    Banned

    Posts
    1,893 Posts
    Global Posts
    1,966 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #20  
    Awesome. Elop's the man.
  21. jon Luc's Avatar
    Member

    Posts
    3 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #21  
    Hey guys did you ever actually get the phone sent to you after the reported shortages? Ive gotten the exact same responses but they keep pushing the restock by a week or two every week. I just want to know if I'm being jerked around or if theres actually a shortage.

    Thank you
  22. dkp23's Avatar
    Member

    Posts
    1,494 Posts
    Global Posts
    1,529 Global Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #22  
    Yes I've gotten 2 within the last two weeks. A red one.
  23. jon Luc's Avatar
    Member

    Posts
    3 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #23  
    Quote Originally Posted by dkp23 View Post
    Yes I've gotten 2 within the last two weeks. A red one.
    Ok so just the double check the representative from Nokia.Resolution@nokia.com is actually good.
    I guess I just have actual bad luck and ill keep waiting instead of sending it out for repair.
  24. damnfob's Avatar
    Member

    Posts
    7 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #24  
    Really good, actually. I was having some h/w issues with my rear camera, and Nokia had a replacement out to me in 3 days. They actually sent the replacement first, with no return slip or anything, so there was no downtime on my end.
  25. rexii23's Avatar
    Member

    Posts
    46 Posts
    Mentioned
    0 Post(s)
    Tagged
    0 Thread(s)
    #25  
    I can chime in on this too. Emailed Mr Elop about the horrible gap between my screen and bezel and also the creaking in my 920. He forwarded it onto his Nokia Care team and speedily Nokia organised a swap at the local shop that I bought the phone from. The evil store wanted to send it away even if I had the phone less than 24hrs. Although this replacement has developed a creak too so I've sent another email off again. Fingers crossed, third time lucky.

Similar Threads

  1. Why does everyone love Nokia so much?
    By Snoops8 in forum Windows Phone 7
    Replies: 52
    Last Post: 02-07-2013, 09:18 AM
  2. I love the Lumia 920 so much...I bought a 2nd one
    By ky Phan in forum Nokia Lumia 920
    Replies: 1
    Last Post: 11-17-2012, 09:14 AM
  3. So much for standardized USB port location...
    By jhoff80 in forum Upcoming & Rumored Windows Phones
    Replies: 1
    Last Post: 09-20-2012, 03:41 PM
  4. Why So Much Hate
    By fatclue_98 in forum Windows Phone 8
    Replies: 7
    Last Post: 09-13-2012, 07:03 AM
  5. So my Nokia Lumia 900 is here. I'm not happy
    By Jazmac in forum Nokia Lumia 900
    Replies: 51
    Last Post: 04-22-2012, 09:21 PM

Posting Permissions