01-19-2014 01:52 PM
47 12
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  1. wilsey's Avatar
    Got a surprised news in the 1st day of 2014 from a friend whom I recommended to buy Lumia 1020. His phone melted nearby the charging port while the phone is charging. He was using the original charger that comes with the Lumia 1020. Thank God there was no explosion.

    wp_20140102_001.jpg
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    wp_20140102_008.jpg
    wp_20140102_011.jpg

    And expected, the Nokia in my country wouldn't respond to the tweet I posted to them. Will go to the Nokia Care and see what are they going to do later.

    More pictures
    wp_20140102_015.jpg
    wp_20140102_018.jpg
    wp_20140102_017.jpg
    wp_20140102_020.jpg
    wp_20140102_022.jpg

    My friend didn't realized there was a problem so he casually unplug the charger and cause some swollen on his finger due to the heat.
    The phone was purchased at December 8, 2013.
    Last edited by wilsey; 01-02-2014 at 01:30 AM. Reason: added some pictures
    01-01-2014 09:22 PM
  2. ssjmec's Avatar
    Wow. Interested on what will nokia care say about this..
    01-01-2014 10:24 PM
  3. John20212's Avatar
    Keep us posted on what Nokia does about it, especially interested about their response after what they did when Samsung tried to screw over their customer who had the same issue with his Galaxy phone.
    I hope they will be that fast and understanding when one of their phones is involved.
    01-01-2014 11:39 PM
  4. wilsey's Avatar
    Just came back from Nokia Care and as I expected, they don't want to take the responsibility.
    First thing the staff said when we showed her the phone, "This type of damaged is not covered under warranty". Of course, my friend became furious. The staff without even asking what happened and investigated it quickly responded that way. Then we talked with a slightly louder volume and told them we might sue you all. Then only, the staff said "We're gonna take the pictures of this case and send it over to the Head Office at Jakarta and will contact you when we have the news".
    And the staff doesn't even dare to collect the phone. She asked us to just take the phone with us and no documents are signed to show that we have reported this case.
    Lose faith with the Nokia Customer Service.
    01-02-2014 01:25 AM
  5. maclancer's Avatar
    You need to take this to the last resource, don't give up. This was a faulty product made by Nokia and they need to replace the phone or give back the money paid. If you friend need to sue, then he has to do it.
    01-02-2014 01:35 AM
  6. John20212's Avatar
    Just came back from Nokia Care and as I expected, they don't want to take the responsibility.
    First thing the staff said when we showed her the phone, "This type of damaged is not covered under warranty". Of course, my friend became furious. The staff without even asking what happened and investigated it quickly responded that way. Then we talked with a slightly louder volume and told them we might sue you all. Then only, the staff said "We're gonna take the pictures of this case and send it over to the Head Office at Jakarta and will contact you when we have the news".
    And the staff doesn't even dare to collect the phone. She asked us to just take the phone with us and no documents are signed to show that we have reported this case.
    Lose faith with the Nokia Customer Service.
    Try to bring it to the attention of Nokia Finland or someone higher up in the company; from your experience it seems like their local agents are completely incompetent in dealing with the issue.

    From my experience with certain tech companies their support quality can vary greatly from country to country.
    AndrewL920, jojoe42 and xandros9 like this.
    01-02-2014 01:40 AM
  7. alvinsfb's Avatar
    I think that NCC is pretty bad..
    How about bring it to another NCC in your place?
    Because I heard between one and another NCC here (+62) have different agencies. So the quality may vary between it.

    Keep us posted
    01-02-2014 01:52 AM
  8. SeanMisselbrook's Avatar
    Sadly the Nokia Care centres are contracted out repair centres and should not represent the support you should be getting from Nokia directly. Try and speak with someone at Nokias customer support and explain the situation, they might be a bit more supportive
    01-02-2014 02:07 AM
  9. alllies's Avatar
    your direct seller is also a guarantor of products with warranties. you can always go after the seller in case the manufacturer dishonors a warranty..in my country atleast. how was consumer protection laws in your country?
    01-02-2014 02:20 AM
  10. wilsey's Avatar
    You need to take this to the last resource, don't give up. This was a faulty product made by Nokia and they need to replace the phone or give back the money paid. If you friend need to sue, then he has to do it.
    Yeap. We intend to fight this so they don't simply ignored their responsibility. Had some similar problems with the car company in here like Toyota and Chevrolet. Until I escalated it further to the higher level only then they responded.

    Try to bring it to the attention of Nokia Finland or someone higher up in the company; from your experience it seems like their local agents are completely incompetent in dealing with the issue.

    From my experience with certain tech companies their support quality can vary greatly from country to country.
    Exactly, the support quality varied greatly. I should say some big companies like Microsoft, Nokia, Chevrolet are considered pretty bad in here (based on my personal experience) and surprisingly, Samsung are so much better. Very helpful and friendly.
    I can't find the email support to Nokia Finland. Any idea where to get it?
    I think that NCC is pretty bad..
    How about bring it to another NCC in your place?
    Because I heard between one and another NCC here (+62) have different agencies. So the quality may vary between it.

    Keep us posted
    Thank you for the information. Just dig up some information about the NCC in here, it seems there are 3 different companies, based on their company email address.

    Sadly the Nokia Care centres are contracted out repair centres and should not represent the support you should be getting from Nokia directly. Try and speak with someone at Nokias customer support and explain the situation, they might be a bit more supportive
    At first we went to the Nokia Center where we bought the phone and the staff told us to go to the Nokia Care upstairs. And we can see that they tried to avoid this. Will go and visit another Nokia Care Center and find the Customer Support Representative.
    01-02-2014 02:32 AM
  11. wilsey's Avatar
    your direct seller is also a guarantor of products with warranties. you can always go after the seller in case the manufacturer dishonors a warranty..in my country atleast. how was consumer protection laws in your country?
    The consumer protection in here is so poor. Until it is sued or it has been a widespread news then only they will respond.
    01-02-2014 02:35 AM
  12. John20212's Avatar

    I can't find the email support to Nokia Finland. Any idea where to get it?

    Try:
    Contact Nokia - Nokia

    Also see this thread:
    Contacting Nokia Finland office - Nokia Support Discussions
    there are some contact addresses suggested in it.
    01-02-2014 02:40 AM
  13. wilsey's Avatar
    Try:
    Contact Nokia - Nokia

    Also see this thread:
    Contacting Nokia Finland office - Nokia Support Discussions
    there are some contact addresses suggested in it.
    I think the email contact on the second link that you gave has been removed.
    And on the Contact Nokia, when I checked the address in my country. The address given is the address of a hotel.
    01-02-2014 04:27 AM
  14. wilsey's Avatar
    Surprisingly, this evening, the Nokia Care that we visited in the afternoon called back after more than 4 hours and asked to meet up tomorrow afternoon. And Nokia Indonesia replied to the tweet and asked for the photos so they can investigate it. This should be the kind of response that Nokia Care should have given earlier.
    maclancer likes this.
    01-02-2014 08:38 AM
  15. gsquared's Avatar
    The consumer protection in here is so poor. Until it is sued or it has been a widespread news then only they will respond.
    Blame your government for that. If they will not provide the necessary laws to protect the people they serve the maybe its time to replace them with someone that will.
    01-02-2014 09:16 AM
  16. maclancer's Avatar
    Surprisingly, this evening, the Nokia Care that we visited in the afternoon called back after more than 4 hours and asked to meet up tomorrow afternoon. And Nokia Indonesia replied to the tweet and asked for the photos so they can investigate it. This should be the kind of response that Nokia Care should have given earlier.
    good luck, hope for the best. They should give your friend a new phone and a case as a bonus.
    01-02-2014 11:25 AM
  17. Paritosh Rai's Avatar
    Time for Nokia to match their words with actions; yes I am referring to the incident where they poked fun at Samsung and their customer service!
    hopmedic likes this.
    01-02-2014 01:01 PM
  18. Mr Lebowski's Avatar
    If you don't have luck with your local Nokia office contact the regional office for all of SEA and Pacific


    Nokia Regional Office for South East Asia and Pacific.
    Gateway East
    152 Beach Road
    #20-01/08
    Singapore 189721
    Tel: 6 567 232 323
    Fax: 6 567232 324
    01-02-2014 02:13 PM
  19. John20212's Avatar
    Surprisingly, this evening, the Nokia Care that we visited in the afternoon called back after more than 4 hours and asked to meet up tomorrow afternoon. And Nokia Indonesia replied to the tweet and asked for the photos so they can investigate it. This should be the kind of response that Nokia Care should have given earlier.
    First impressions are always key; but glad to hear it seems to be moving in a more positive way.
    01-02-2014 09:04 PM
  20. wilsey's Avatar
    good luck, hope for the best. They should give your friend a new phone and a case as a bonus.
    Thank you. Yes, for this kind of case, they should replace with the new one. Even if they will give a bonus, a case won't be one of them. Because, as usual, the Nokia in here is very slow in selling accessories.

    Time for Nokia to match their words with actions; yes I am referring to the incident where they poked fun at Samsung and their customer service!
    If you don't have luck with your local Nokia office contact the regional office for all of SEA and Pacific


    Nokia Regional Office for South East Asia and Pacific.
    Gateway East
    152 Beach Road
    #20-01/08
    Singapore 189721
    Tel: 6 567 232 323
    Fax: 6 567232 324
    First impressions are always key; but glad to hear it seems to be moving in a more positive way.
    So far, the actions from them are far from my expectations. Went to meet with the customer care representative just now and he said he will need to send the device to main office in Jakarta, which is 2 hours by flight from here. And he said he will give us the answers within 7 working days, which is to me unacceptable.
    Had an experience buying Bose Headphone in USA and then the headphone jack was damaged during the flight back. So I searched for the nearby Bose service center and it is in Malaysia. Told them what happened and without much questions, they quickly replace a new one for me. This is the kind of response I expect from Nokia.

    But anyway, we will wait for their response.

    We also requested them to save all the photos inside, as the USB port is damaged so we can't charge the phone or connect the phone to computer to copy all the data. It contains all the precious photos with the family during the New Year's Eve Celebration.
    But without thinking of other methods, he quickly say, "We can't guarantee that we'll be able to back up all the data". Again the same mistake like yesterday, didn't think properly first, straight away give us the answer that they can't guarantee that they will be able to back up the data and blame us why we didn't turn on the Auto Upload to Skydrive.
    Told them that the other way is to use Wireless Charging Shell, which they don't sell it as well, so we can charge the phone wirelessly (assuming it's not damaged) and then transfer the photos to Skydrive.
    From my analysis, at least, they will be able to replace the USB port and then connect it to the phone. I'm pretty sure it can be done.
    But does uploading to Skydrive upload the full 34 MP resolution?
    Last edited by wilsey; 01-03-2014 at 12:43 AM. Reason: typo
    01-03-2014 12:41 AM
  21. azcruz's Avatar
    So Samsung now has one to talk about after Nokia's stunt on the Samsung S4 that suffered the same fate. I wonder if Samsung will offer you a new phone like Nokia did.

    :P
    01-03-2014 12:44 AM
  22. Great deal's Avatar
    Send a link of this page to all of the directors at Nokia...magic will happen -simples
    01-03-2014 05:15 AM
  23. downhillrider's Avatar
    fisrt off I hope your friend gets this resolved. I have the same phone for a few days and hope this doesnt happen. was it plugged into the wall? I have seen where someone gets a slight power spike and messes with their phone. I keep everything plugged into a power supply. secondly I would think about making a thread on reddit. previous threads ppl have made got alot of attention, it might be worth it.
    01-03-2014 05:32 AM
  24. John20212's Avatar
    Send a link of this page to all of the directors at Nokia...magic will happen -simples
    and you have their email contacts?
    01-03-2014 05:53 AM
  25. alvinsfb's Avatar
    Surprisingly, this evening, the Nokia Care that we visited in the afternoon called back after more than 4 hours and asked to meet up tomorrow afternoon. And Nokia Indonesia replied to the tweet and asked for the photos so they can investigate it. This should be the kind of response that Nokia Care should have given earlier.
    Woah. Great then
    I think they called you back because you're tweeted your problem to Nokia Indonesia and one of the Admin of the account is on the NCC that you've just visited (jk)

    By the way, for the Skydrive backup thing, I don't think that Skydrive will upload the full-res (38MP) of the image to the server..

    Good luck for the claiming process, I hope it's not taking a long time to get the device back to you.
    Semoga sukses.
    01-03-2014 06:53 AM
47 12

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