Lumia 720 buttons stopped working in a month

[sillydude20]

Hi Guys,

After facing the weird app installation issue(http://forums.windowscentral.com/nokia-lumia-720/260204-how-remove-unfinished-installation-files.html) I am facing another major issue now, my capacitive touch buttons(back, windows and search) have stopped working in normal sensitivity mode and on high sensitivity they are working intermittently. Went to Nokia Care, was shocked to see how they handle or rather rip-apart your phone without taking any precautions or using proper tools. They have said that the whole screen needs to be replaced but its going to take around 20 days as the Nokia repair center is shut for some reason.

My phone is just a month old and here I am facing a major hardware issue which can not fixed soon.

I was an Android user and decided to try windows, I was getting good hardware for a decent price range, also I had a lot of trust on Nokia's reliability but now I am really pissed of with Nokia, they were almost finished after Android ate up their market and now if the customer is going to get this kind serious problems, it will be difficult for them to survive, what are your thoughts or does anyone else has faced the same problem?

 

[N_LaRUE]

Nokia was bought by Microsoft so their 'future' is already determined.

Also having one bad experience does not make the rest of Nokia a bad company any more than people having crap service from other companies. It's unfortunate but a lot of companies sometimes make poor choices with employees.

To me, you should have simply gotten a new phone, however, it would seem that they don't do that. I didn't have a hardware issue but a software one before they released NSU. I had to send my phone in because I wasn't tied to any carrier. So I was without my phone for 10 days, just a month old as well.

Stuff happens.

 

[sillydude20]

That's right just one bad experience does not make a company bad, but, at the moment, they do not have the stature they used to enjoy in their golden days, they are not the no. 1 company anymore.

In India, Nokia is, or should I say was the synonym to robust/solid hardware, and that was the sole reason I bought a Nokia phone. They should be extremely cautious while they are trying to regain their foothold, such incidences will definitely stop me to recommend a Nokia phone to my friends, and those friends to their friends.

The point I am trying to make is that Nokia, at present circumstances, can not afford to have such hardware failures, and if they do, they should provide the customers a satisfying after sales service. BTW, I did asked them to replace the phone, or give me a standby phone but they refused to that as well.

Regarding the service station its in the heart of city and serving hundreds of customers everyday, imagine the experience customers are getting and this I guess, should be a big deal for Nokia, they should make sure that their authorized service station are handling the customers (and their phones) properly, and at the end of the day making them happy.

 

[EpicIncognitO]

Believe me but Nokia is still the best service provider in India when it comes to customer services. You can always escalate the matter via email to Nokia. I think that will help. And btw I use a 720 black as well and let me tell you its a weird problem your facing. Maybe you have a faulty piece.

That's right just one bad experience does not make a company bad, but, at the moment, they do not have the stature they used to enjoy in their golden days, they are not the no. 1 company anymore.

In India, Nokia is, or should I say was the synonym to robust/solid hardware, and that was the sole reason I bought a Nokia phone. They should be extremely cautious while they are trying to regain their foothold, such incidences will definitely stop me to recommend a Nokia phone to my friends, and those friends to their friends.

The point I am trying to make is that Nokia, at present circumstances, can not afford to have such hardware failures, and if they do, they should provide the customers a satisfying after sales service. BTW, I did asked them to replace the phone, or give me a standby phone but they refused to that as well.

Regarding the service station its in the heart of city and serving hundreds of customers everyday, imagine the experience customers are getting and this I guess, should be a big deal for Nokia, they should make sure that their authorized service station are handling the customers (and their phones) properly, and at the end of the day making them happy.

 

[sillydude20]

That's what I am thinking of doing, escalating the matter, the higher management should know what is happening.

 

[N_LaRUE]

I don't disagree with your statement. I know a lot of people got on the WP8 bandwagon because of Nokia. However, the hardware/OS has been plagued with issues, not just in India but everywhere. Sometimes the customer service is good, other times it's bad. It's unfortunate but that's reality. There's people who have had 5-6 phones due to issues. They were on carriers so got a replacement and I know that India doesn't have the same setup as the US or EU. It's unfortunate they simply can't give you a replacement instead of doing a repair. I was in the same boat as you and I live in the UK, one month old phone and in for repairs. I didn't get a replacement. I also didn't see someone tearing my phone apart but things are a bit different here.

Nokia handsets will only exist for a short period of time and then be gone from history. I guess we'll see what the new age will bring. Hopefully better things.

 

[EpicIncognitO]

I really hope whatever your saying doesnt happen, none of us want to see Nokia going . I just love the os.

I don't disagree with your statement. I know a lot of people got on the WP8 bandwagon because of Nokia. However, the hardware/OS has been plagued with issues, not just in India but everywhere. Sometimes the customer service is good, other times it's bad. It's unfortunate but that's reality. There's people who have had 5-6 phones due to issues. They were on carriers so got a replacement and I know that India doesn't have the same setup as the US or EU. It's unfortunate they simply can't give you a replacement instead of doing a repair. I was in the same boat as you and I live in the UK, one month old phone and in for repairs. I didn't get a replacement. I also didn't see someone tearing my phone apart but things are a bit different here.

Nokia handsets will only exist for a short period of time and then be gone from history. I guess we'll see what the new age will bring. Hopefully better things.

 

[sillydude20]

In India, customer satisfaction is never a priority. Lets see how long it takes to get my phone repaired, and as you said rightly, there is always hope for better things to come.

 

[Gaurav Paul]

Sad but true. But I've noticed this trend that many a times the customers are told that some issues are due to faulty screen and needs replacing just to make money out of them. Its a trend and I really cannot blame Nokia for it. I mean yes they should keep checks on such happenings but in the end its people and we all know how things work here. I've been using my 720 since its inception and now a 920. Haven't had any major issues yet. Some software hiccups are common like keys strokes not registering etc. But they can be fixed with soft reset. I always help my friends and colleagues in falling to such customer service and losing money in repairs. I suppose general awareness is one way and familiarizing people with the WP8 eco-system helps a lot since its different from other popular platforms.

 

[sillydude20]

Well if its a case of 3rd party repair shop, Nokia shouldn't be blamed for such incidences, but if its an authorized Nokia Care, definitely the company should be held responsible for, after all they have employed the engineers. I do share the same thoughts on general awareness things though, forums like this should definitely be referred before going to the service station, it does help the user in resolving most if not all software related issues.