Hi guys,
Some of you may remember my recent thread regarding my three defective lumia 920's. AT&T gave up on me, Nokia did not. They've done everything they could to make this right. I'm still a little annoyed that I've had three bad phones out of the box, but at least they came from Nokia. If you aren't familiar with what went wrong with my phones, here's the short version. My first red one had something loose internally that would thump about every time it got turned or jiggled. The second red one went numb every time the phone was plugged into the charger and the power button was sunken into the body, making it hard to press. My third 920, a black one, has bad vibrate rattle and light leaking through the lower right side. If you don't care about the details, a new phone is on the way. If you want to know more, keep reading (I suggest you do, but TLDR will follow).
It began the night I got my black 920. I was angry at how AT&T had treated my situation. They basically flicked me away and told me not to come back, that if the third phone had a defect, I was screwed and they couldn't help me. Well, turns out, the third phone had defects. AT&T didn't want to make me a happy customer (and why would they, I've been with them 10 years and never have they once been easy to work with) so I took some advice from the forum and sent an email to Stephen Elop.
I noticed the light leak in the third phone the following night, here's a picture
His response to this was short, but effective,
He did in fact ask his team to assist, the following was received the next day,
I wrote her back and set up a time to speak with her about my situation this morning. She started off telling me that "Mr. Elop" had contacted her, explained what was going on and forwarded my email to her. Cool, he did read it. I told her what was going on with my third phone, I didn't know of the light leak at the time of my original email so I sent her the picture I posted above. She let me know that everything I've documented has been sent to the R&D department for... research and development :winktongue:. I mentioned that a few other guys here had the same problem with the loose internals and that someone else had posted a video showing the same lag when charging. She took note of everything I said and told me they really appreciated the feedback. She told me they have been sorting through carrier feedback as well and that they were working really hard to get all the kinks out. This was all really nice to hear. When it came down to "the fix", she told me their stock of colored 920's is completely diminished and currently backordered. However, she said a new shipment would come in within a week and one of my choice would come straight to me. "Before any of them get shipped to anyone, I'll have an email for you saying it's on the way". Awesome! In the meantime she even offered to send me another phone to hold me over. It wasn't necessary in my case, but it was nice she offered.
I'm really happy this worked out the way it did. Not only am I getting the phone I've been drooling over for months, but my feedback is being taken seriously and because of it they're working to fix the problems. It's great to buy from a company that genuinely cares and will do what ever it takes to make the customer happy. Not too sure what else to say but thank you, Nokia, you guys rock.
TLDR:
Me: Hi Nokia, my phones are broke.
Nokia: You don't seem to be holding them wrong, must be our fault, we'll fix it and give you a new phone.
Me: K thanx.
Discuss,
Some of you may remember my recent thread regarding my three defective lumia 920's. AT&T gave up on me, Nokia did not. They've done everything they could to make this right. I'm still a little annoyed that I've had three bad phones out of the box, but at least they came from Nokia. If you aren't familiar with what went wrong with my phones, here's the short version. My first red one had something loose internally that would thump about every time it got turned or jiggled. The second red one went numb every time the phone was plugged into the charger and the power button was sunken into the body, making it hard to press. My third 920, a black one, has bad vibrate rattle and light leaking through the lower right side. If you don't care about the details, a new phone is on the way. If you want to know more, keep reading (I suggest you do, but TLDR will follow).
It began the night I got my black 920. I was angry at how AT&T had treated my situation. They basically flicked me away and told me not to come back, that if the third phone had a defect, I was screwed and they couldn't help me. Well, turns out, the third phone had defects. AT&T didn't want to make me a happy customer (and why would they, I've been with them 10 years and never have they once been easy to work with) so I took some advice from the forum and sent an email to Stephen Elop.
From: ext Steven Sent: Sunday, November 25, 2012 22:09
To: Elop Stephen (Nokia/Espoo)
Subject: Regarding My Disappointing Experience With The Lumia 920
Dear Mr. Elop,
Let me first start by saying how much I love this phone. I?ve been drooling over it ever since I saw those pictures that made their way all over the internet before the official announcement in September. The second I saw that red phone I knew I would be lining up for it on launch day, this was even before I knew about OIS, puremotion HD, etc.
Well, I did line up for it on launch day. I got the red 920 that I had been lusting for, I was so happy. Unfortunately, it just went down hill from there.
I noticed a problem with my launch day device. There was something loose, internally, that would bump about when I tilted my phone or jiggled it. It ruined videos, and just felt funny. I actually took a video from the phone demonstrating this, I hope you can take the time to see it for yourself: Lumia 920 Loose Internals - YouTube
It took me a few days to realize how big of a usability issue it was, so I took it back to the store the following Monday to get an exchange. Unfortunately, they had run out of red 920?s. I didn?t want a black one, so I waited to see if any more would come in. They didn?t. It was 10 days after launch when I decided to hit the internet to see if I could find a store with one in stock, and I did, great! Again, I was so happy. The phone was to be shipped to my local store to be exchanged. At the store, I didn?t see anything wrong with the phone, so I took it home with a grin on my face.
I felt like the most unlucky person in the world when I noticed two defects later that night. The first thing I noticed was that the power button was sunken into the polycarbonate body, it was flush to the device. The second defect (the most bizarre thing I?ve ever seen a phone do, might I add), showed itself when I needed to charge the phone. The screen went numb, not completely unresponsive, but numb. It?s hard to explain, so I have another video for you if you don?t mind: Lumia 920 charging lag - YouTube
I knew I would need to exchange it, again. I noticed AT&T had gotten a new shipment of red 920?s. This, again, made me happy. I called AT&T about the issue and requested a new one be shipped to me. I?ll save you a long and agonizing story, but they wouldn?t send me one. So I went to the store to figure it out in person. Well, because I wasn?t able to get the second phone back within the first phone?s 14 day period (thanksgiving?s fault), they didn?t want to give me anything. They knew I had just gotten the phone two days before, but they wouldn?t replace it. After arguing with them, they agreed to override the rule just one time, with a catch. It had to be the black one they had in stock; and that if I had trouble with this one, there was nothing they could do and I would be stuck with it. Great spot they put me in, right?
Well, I took the offer. This phone has a terrible rattle when it vibrates. Now, if the phone were the right color, I would happily keep it. But I?m not happy with the phone AT&T forced me to take home, so I?m coming to you for help. Frankly, I?m sad at how this has turned out. I dropped $450 on a phone, unfortunately picked the wrong box a few times, and due to AT&T'?s disturbing customer service, got stuck with a phone I?m not happy with.
I do apologize for dragging this on forever, I just wanted to explain my situation thoroughly so you understand my situation and the frustration I?m feeling. All I?m asking for is the phone I paid for- a red 920 without any major defects. Please, let me know if there is anything you need from me.
Thank you,
Steven
I noticed the light leak in the third phone the following night, here's a picture
His response to this was short, but effective,
Hello there,
I am sorry that you have encountered these problems. I will ask my team to assist.
Regards,
Stephen
He did in fact ask his team to assist, the following was received the next day,
Dear Mr. ,
Good Day!
We have received your complaint from the CEO and we are happy to assist. Can we have the best time and contact number to further discuss your case or you can reach me at ***-***-****
Thanks,
Macy
I wrote her back and set up a time to speak with her about my situation this morning. She started off telling me that "Mr. Elop" had contacted her, explained what was going on and forwarded my email to her. Cool, he did read it. I told her what was going on with my third phone, I didn't know of the light leak at the time of my original email so I sent her the picture I posted above. She let me know that everything I've documented has been sent to the R&D department for... research and development :winktongue:. I mentioned that a few other guys here had the same problem with the loose internals and that someone else had posted a video showing the same lag when charging. She took note of everything I said and told me they really appreciated the feedback. She told me they have been sorting through carrier feedback as well and that they were working really hard to get all the kinks out. This was all really nice to hear. When it came down to "the fix", she told me their stock of colored 920's is completely diminished and currently backordered. However, she said a new shipment would come in within a week and one of my choice would come straight to me. "Before any of them get shipped to anyone, I'll have an email for you saying it's on the way". Awesome! In the meantime she even offered to send me another phone to hold me over. It wasn't necessary in my case, but it was nice she offered.
I'm really happy this worked out the way it did. Not only am I getting the phone I've been drooling over for months, but my feedback is being taken seriously and because of it they're working to fix the problems. It's great to buy from a company that genuinely cares and will do what ever it takes to make the customer happy. Not too sure what else to say but thank you, Nokia, you guys rock.
TLDR:
Me: Hi Nokia, my phones are broke.
Nokia: You don't seem to be holding them wrong, must be our fault, we'll fix it and give you a new phone.
Me: K thanx.
Discuss,