So, my Lumia 920 is broken AGAIN. The proximity sensor is failing (just like it has done with two other phones), so that when I try to hang up, the screen stays dark like it is still next to my ear. This problem has been temporarily fixed before by sending the phone to Nokia--but the same problem reappears months later. Looks like there is dust entering the case, also depositing a thick layer of junk behind the front-facing camera. Judging by the complaints on various Nokia forums, this is a common problem that Nokia is reported to know about.
But here's the really frustrating part: This time, when I go online to fill out the warranty repair form, the system tells me that it is sending out a UPS shipping label. But it never comes. Instead, I get a dozen automated messages that say, "We are experiencing some system difficulties in completing your repair request. As soon as the issue is sorted out, the relevant information will be sent to you via email." No additional e-mail ever follows after "the issue is sorted out."
I have called Nokia twice to get this resolved, and each time I was asked to resubmit the form. One of the reps even did it for me. Some result--no shipping label, just another wave of e-mails indicating that the system is "experiencing some system difficulties." Then nothing.
I've been dealing with this for a week and a half. My phone is still broken. I am tired enough of having the same problem reappear, but now I am unable to get Nokia to deal with it.
I've been through 4 repair cycles with this phone (2 due to the proximity sensor failure, 1 due to a LED failure, and 1 due to inability to start), and I've about had it. While Nokia has been good about attempting to fix them (up to this point at least!), their customer service is completely failing.
Why post this? In hopes that other people read it and consider their options. While I have been a Nokia fan for years, the evidence is starting to pile up that I should have considered a different brand this time around.
But here's the really frustrating part: This time, when I go online to fill out the warranty repair form, the system tells me that it is sending out a UPS shipping label. But it never comes. Instead, I get a dozen automated messages that say, "We are experiencing some system difficulties in completing your repair request. As soon as the issue is sorted out, the relevant information will be sent to you via email." No additional e-mail ever follows after "the issue is sorted out."
I have called Nokia twice to get this resolved, and each time I was asked to resubmit the form. One of the reps even did it for me. Some result--no shipping label, just another wave of e-mails indicating that the system is "experiencing some system difficulties." Then nothing.
I've been dealing with this for a week and a half. My phone is still broken. I am tired enough of having the same problem reappear, but now I am unable to get Nokia to deal with it.
I've been through 4 repair cycles with this phone (2 due to the proximity sensor failure, 1 due to a LED failure, and 1 due to inability to start), and I've about had it. While Nokia has been good about attempting to fix them (up to this point at least!), their customer service is completely failing.
Why post this? In hopes that other people read it and consider their options. While I have been a Nokia fan for years, the evidence is starting to pile up that I should have considered a different brand this time around.