- 11-28-2012, 07:17 PM #1
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. Iíve 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:
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 920ís. I didnít want a black one, so I waited to see if any more would come in. They didnít. 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 didnít 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 Iíve 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. Itís hard to explain, so I have another video for you if you donít mind:
I knew I would need to exchange it, again. I noticed AT&T had gotten a new shipment of red 920ís. This, again, made me happy. I called AT&T about the issue and requested a new one be shipped to me. Iíll save you a long and agonizing story, but they wouldnít send me one. So I went to the store to figure it out in person. Well, because I wasnít able to get the second phone back within the first phoneís 14 day period (thanksgivingís fault), they didnít want to give me anything. They knew I had just gotten the phone two days before, but they wouldnít 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 Iím not happy with the phone AT&T forced me to take home, so Iím coming to you for help. Frankly, Iím 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'ís disturbing customer service, got stuck with a phone Iím 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 Iím feeling. All Iím 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.
His response to this was short, but effective,
I am sorry that you have encountered these problems. I will ask my team to assist.
Dear Mr. ,
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 ***-***-****
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.
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.
- 11-28-2012, 08:06 PM #3
Nokia is amazing when it comes to this stuff, I have to say.
Of course it would be better if there was never any problem with your phone to begin with, but it's nice to know they go the extra mile and then some to make you happy when there is an issue.
- 11-29-2012, 03:01 PM #5
Roughly the same events as you. Can't say I'd ever get such great service from Rogers. I picked up my replacement phone last night and already I can notice a difference from my old one. Nokia should be congratulated on how they've been treating customers who have phones with issues.
- 11-29-2012, 03:16 PM #7
However, I also was polite and did not create a scene when I walked in XD
- 11-29-2012, 03:22 PM #8
I emailed Elop and went through all of this, hoping to skip AT&T. They want to send me a new device, but they only have white and black in stock. I'm not willing to part with my cyan, I don't think, although I am pretty fond of the white... but cyan is so unique :/
Guess I'll have to go through AT&T... but they're out of stock so who knows how long it'll take to get a replacement. Ugh.
- 11-29-2012, 03:24 PM #9
- 12-04-2012, 01:33 PM #13
Nokia has EXCELLENT customer support, even if you don't contact Mr. Elop directly. I had bought a bad Lumia 900 off Ebay that was still under warranty last year and they replaced it without question - they honor their warranties and, though their products do sometimes have defects, they will replace your phone without much hassle.
- 12-04-2012, 02:04 PM #14
So yesterday after I came back from France, I went to the ATT store where I bought my 920 and they exchanged it even after it's been a month. Granted, I emailed ATT customer support before my 15 days were over and they had records of this but AT&T really pulled through. It seems though that you need to go through Elop before you get good customer service because the reply I recieved from Nokia customer support really wasn't helpful.
- 12-04-2012, 02:13 PM #15
Why go directly to the CEO? I understand you may be disappointed but it just looks like the teams in place to fix these aren't doing their job...Unless you've worked your way up then email the CEO. Just a thought. Glad you got a response though..
12-04-2012, 03:04 PM #16
- 35 Posts
- 12-04-2012, 04:20 PM #17
My experience with Nokia support has sucked. I emailed Elop twice and received the same canned response both time. I do understand that the CEO does not have time to email everyone and even getting a response is amazing. Macy called me and I explained my problems. She requested my info and I sent it. Few days later, no response. I emailed again and she asked me for my info again. That was on Nov 13 or 14th. Since then I have heard nothing and I have emailed several times. I did get a FEDEX label int he email, but no info on what I am supposed to send. Emailed asking and no response. So my experience with Nokia leaves a bad taste in my mouth. I have both a 920 and 820 and have problems with both. In the last few days my 920 battery doesn't even last 1/2 day and I have nothing running. Even uninstalled Nokia Drive.
Would I recommend Nokia and/or WP8 to anyone else. Not at this time
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