- 12-12-2012, 07:43 AM #26
I haven't let it drop with EE. I called them on the 10th to complain and was told they couldnt do anything so I asked to speak to a manger. They won't put you through to a manager, instead they offer to call you back within 24 hours which I eventually accepted. 24 hours later and no call back so I phoned them again to complain. Again they wouldnt put me through to a manager and instead offered another call back within 24 hours, it turns out my first request wasnt logged. Absolute disgrace. 14 hours on and I'm still waiting, lets hope they do actually call be within 24 hours this time.
From Nokia's point of view I would love to see them succeed. I am genuinely excited about their range of phones and their capabilities but unless customers feed back problems they have had and where they can get a better customer service how will they ever improve?
fancyabrew, the problem I had was that the phone restarted itself and wouldnt get passed the Nokia screen when the phone boots. Sounds like I may have been able to resolve this issue myself if I had found the instructions on flashing the phone before I took it back, but then I shouldnt expect a phone I have had for 17 days to have a fault like that without being able to exchange it.
Moving the conversation on slightly, does anyone think that a 14 day return policy is fair? After having the phone for 17 days and the handset developing a fault is it right that I should then go potentially 4 weeks waiting for it to be repaired with no offer of a replacement handset or any compensation for a service I'm unable to use?
12-12-2012, 07:44 AM #27
- 9 Posts
I'm pretty sure whether they have a 14 day return policy is irrelevant, the product is faulty. The contract is with them, not the manufacturer. They are obligated to refund you.
The 14 day policy is probably just for people who decide they don't like the phone, I'm guessing incompetent instore staff. That's my opinion.
12-12-2012, 08:20 AM #29
- 42 Posts
The 14 day thing is, I have 14 days to return the phone if Idon't like it. What happened to you is different and you are protected by the law of the land ie sales of goods act. The phone isn’t merchantable quality so you are entitled to a remedy under the act i.e.your money back or a replacement, you really aren’t asking for too much. Might be worth mentioning trading standards in your next conversation with them.
12-12-2012, 09:24 AM #31
- 64 Posts
I think instead of nokia opening shops there should be more of a presence with Windows/Microsoft shops. I know there is a few, but here in the uk you would think a presence in London, Birmingham, Manchester, Glasgow and Edinburgh would be a good start.
- 12-12-2012, 09:30 AM #32
rockstarzzz, this is the second comment you have posted within this thread, if you don't like the subject of conversation then perhaps you could stick to the other threads in the forum? No one is making you come in here to read the comments...
- 12-12-2012, 09:33 AM #33
- 12-12-2012, 12:27 PM #35
UK carriers are awful. I had Orange (also part of EE) sell me a new Symbian SE smartphone in 2003 that was broken OUT OF THE BOX. As in, in the store, they couldn't activate it because it wouldn't boot. The rep handed me the broken phone and explained that I would have to send it in to SE for repair, and that my contract started today.
I had an absolute conniption fit, went straight to the manager of the store, and got told that "in this country, we have policies." The manager actually pulled out their policy binder and showed me where it forbade them from replacing a broken device, and then started pulling a "you Americans always think you should just get your way."
In a store where I'd just signed for an expensive new phone and plan.
Obviously, I was unimpressed. So I raised my voice so that everyone in the store could hear me.
"Hi, EVERYONE! This store just signed me up for a new phone and new expensive service agreement, gave me a device right now that was broken out of the box, and then told me it was my problem. I suggest that you find another carrier!"
A couple of people walked out of the store (either due to my story or my tone of voice). The manager demanded I leave and threatened to have me arrested, at which point I invited him to call the police so that I could have them both arrested for their attempt to defraud me by selling me faulty merchandise. He paused.
Then I noted that County Court was just two blocks away, and that I'd be filing a suit and calling on them to testify about their behavior. "This dumb provincial American knows his English law," I said.
At which point he capitulated and gave me another working phone "as a concession."
Unreal. When my contract came up, I couldn't get away from Orange fast enough.
The best thing? All over their store were ear sculptures that said "Orange cares. We listen and we provide excellent customer service."
UK customer service in general is pretty poor compared to other places I've lived, but I can vouch for the awfulness that is Orange (EE).
- 12-13-2012, 02:51 PM #37
EE = Easy Everything = The quasi merger of T-Mobile & Orange in the UK. When I was in the UK, I had Orange and there good points and bad points, but I found you really had to push your way to get any customer service.
As to the OP, You should have know, unfortunately, going into this that Nokia doesn't have the capabilities like Apple does. For one Apple can afford it. And yes they have built their company on customer service. They have been known to exchange phones for free that were obviously broken due to customer faults. But even with the best of Customer Service, I have seen customers get angry at Apple in my local store. It is definitely a consideration of Apple though, the ability to grieve your complaints in person.
Nokia use to have flagship stores, including London, but closed them down. I wouldn't use this experience though to not recommend Nokia. Nobody including Apple is perfect. I would perhaps warn people that repairs can take time and realize that this differs from carrier to carrier. I'm on T-Mobile USA right now, and its very normal for them to overnight a phone with return packaging for your phone. The negative is you get a refurbished phone, but then most Apple replacements are refurbished items as well. As such I would focus on EE, as if the trend is like anywhere else the majority of sales are Android and EE should have a program to replace phones quickly that are obviously not working.
That being said, I have an unlocked dev 920 and if it breaks I would have to deal with Nokia not T-Mobile, as such I'm keeping my 710 as a backup phone.
- 12-14-2012, 01:47 AM #40
Folks, don't mistreat the OP. He is voicing a valid complaint with the Lumia 920: support. I just talked to a friend who switched to the Lumia 920 in Canada after buying the last 4 iPhones. His call quality is problematic, sounds like it might be a dud, and he is disappointed that he will have to mail the phone away instead of walking into the Apple store as he used to be able to do. Support is not the only factor in buying a phone, but it is a factor and for many people a serious one.
- 12-14-2012, 08:25 PM #42
Bit of an update.
Banged my head up against a brick wall to try and sort something with EE. Essentially, if you are not satisfied with the level of service you are getting from them you can ask for a "deadlock letter" which can then be passed on to a telecoms dispute resolution scheme and they will take a look at the case and can force a network provider to do something. Once I asked for this letter I instantly got a response that on this occasion they will swap my phone out for me and once I do get my phone I may be entitled to some form of compensation (amount depends on how long I have been without my phone). Seems like you really have to get serious and push them to get anywhere like ljkelley said.
On top of that, I wasn't aware at the time but I have been in touch with Nokia and they have informed me that in the UK they have various Nokia Care Points in the UK. You can see where here Support - Nokia Care service point - Nokia - UK. I wish I had known about that because that may be a lot quicker than going to the network provider to sort it out. No idea why EE couldn't inform me that Nokia had these Care Points. So frustrating.
I still feel its completely wrong that if you buy a phone from a shop and within 17 days its faulty, you can't take it back to that shop and have the problem sorted immediately, or as smoothly as possible. I will be logging a complaint with Ofcom (the regulator in the UK) so they are aware of the struggles I've had. But I am pleased I'm finally getting somewhere. I hope no one else has to go through the problems I have.
At the end of the day I just want my Lumia back asap
- 12-14-2012, 10:06 PM #44
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