Microsoft on quality - How do we complain?

[tigrucat]

I'm really unhappy - I've now had to return 3 Lumia phones one 635 and two 930's due to possible hardware defects - I will go into more details at the weekend. I've lost 3 weekends so far this year testing out these phones only to find them defective and if I cannot get a satisfactory replacement I will have lost money on accessories in the case of the Lumia 930. I managed to get a replacement Lumia 635 but there are 3 minor issues with it that I'm not 100% happy with but I got the phone for ?50 so I can live with that. I've never yet had a problem with any other phone manufacturer, only the Lumia x30 phones.

Clearly there is something very wrong with Microsoft quality control and quality standards because I know I'm not the only one - the Lumia 930 is currently suspended from sale directly from Amazon.co.uk

I want to get to the bottom of the issues I found to find out whether they are hardware or software issues and whether I can ever get a Lumia 930 that will actually work as intended.

I'm disillusioned with the quality of Lumia phones, it's a huge disappointment especially with the Lumia 930 - I would love the phone if only there were no problems with it - it's beautifully designed - it just doesn't work properly!

Does anyone know the best way to get an effective response from Microsoft? Their site doesn't seem to be as customer friendly as the Nokia one.

 

[worldspy99]

I haven't had this problem on the multitude of WP devices mainly Lumia phones that I have owned. I have also owned HTC and Samsung WP offerings as well.

 

[hotphil]

you could send a complaint letter to MS and return the items to the retailer for a refund if they're not fit for purpose.
​sounds like strange issues if you're not even sure if the problem is hardware or software. But I'd not waste any more time on them if they are broken - just send them back. That's what I did for my first 1020 that had the sound "click" between tracks.

 

[mark233]

Sorry to hear about your experience. I've owned the Lumia 521, Lumia 925, Lumia 635, and now have the Lumia 735, 830, and an HTC One M8. All of these devices have been/are stellar in performance :straight:

 

[anon(5445874)]

I've never had trouble with Lumias, But keep in mind that those phones are all Nokia. Sure that team is now working for Microsoft and perhaps the build quality didn't change, but they are completely different companies. And Microsoft did layoff most of the manufacturing employees because they already had their own.

 

[ML10]

Sorry to hear about your experience. I've owned the Lumia 521, Lumia 925, Lumia 635, and now have the Lumia 735, 830, and an HTC One M8. All of these devices have been/are stellar in performance :straight:

Is your 521 working well with 8.1? You said you've owned so I'm assuming you still have or don't.

 

[mark233]

Is your 521 working well with 8.1? You said you've owned so I'm assuming you still have or don't.

Haven't had the 521 out in a long time. I don't even think it's got 8.1 on it. I've been thinking about giving it away. It was my very first smartphone. Used it about 2 months and went to the T-Mobile 925. So it's been sitting in its box for some time now. Never had an issue with it but once I saw the 925 I had to have it (Lumia 925) .

 

[Guytronic]

Had 6 Nokia/Microsoft phones here also.
Nary a hardware problem with any of them.

 

[Viracocha]

On my third Lumia 920 (Nokia). All have had problems. Limping along with my current one. But, that's what I get for buying day 1, I guess.

I agree with hotphil. Write them. I have no doubt that they will do their best to make you happy again!

 

[Ejay Lozano]

I remember i bought a L800 back in the day through newegg and that phone only lasted me 2 months. I purchased the phone unlocked with insurance and paid over $500+ and they couldn't fix it for me, since the phone was overseas and couldn't get parts for the phone. That was a waste. After that I ended up picking up a L900 (though a 2yr contract) when it came out back I 2012 and the digitizer had a dead screen pixel after a few days. I went to my local att store and exchanged it with no problems or hassle. I learned my lesson. When the WP7 wasn't being upgradable to WP8. I was looking to upgrade, so I ended up picking up a L920 on craigslist and it's still kicking in after 2 years, still has a overheating issue, but what phone doesn't. As of now Im using a L830 that I bought last year with 2yr contract and using my L920 as a backup.

 

[tigrucat]

o.k. some more details as to what went wrong.

Issues were:

Lumia 635 (1st attempt), headphone audio only coming out of one ear and battery % possibly incorrect. Returned to shop.

Lumia 635 (2nd attempt) headphone audio sometimes only coming out of one ear or not at all if headphones inserted whilst phone is on - restarting the phone detects headphones properly which makes me think more likely to be be a software issue. Screen is unevenly lit at bottom more to the bottom right though does not seem to affect viewing of the screen. Camera lens seems slightly off centre to top right, - photos seem to come out on the dark side on auto setting so wondering if this has any effect? None of these issues became apparent until after 14 days and by then it was too late to return the phone as I had bought it from the same shop I returned the previous 635 to, I only paid ?50 for the phone new and none of this affects usability so can live with it.

Lumia 930 (1st attempt) screen began flickering so badly that severely affected usability - noticed it after updating to Denim, not sure whether screen flickered before updating to Denim or not as wasn't looking for this issue. Headphone audio only out of one ear if inserted whilst phone on and backlighting on botton hardware buttons faulty - only left side lit. Sent back to Amazon and immediately replaced

Lumia 930 (2nd attempt) screen flickering especially after updating to Denim though also slight fluttering on Cyan became worse on Denim than on the first phone. Screen kept going black, freezing and crashing - had to keep restarting phone. Phone got warmer than previous 930 though not hot whilst used. Photos taken on auto setting came out very dark compared to previous 930 and camera took poor photos even in good lighting conditions, not sure though if I took photos on previous 930 on Cyan or Denim so unsure if faulty camera sensor or related to the Denim update - will check photos before and after on 3rd 930. Headphone issue again only ever out of one ear unless restarted phone. Sent back to Amazon who were unable to provide a replacement as phone was suspended from sale due to being reported as "not as described".

I will try again with the Lumia 930 but will wait until the 1st anniversary of the phone in April in the hope of getting one made later - after that availability is not guaranteed otherwise I would wait until the Lumia 940 came out. I expect though that I'm just going to find that I have the same issues as before, though as I bought an accessories for the phone e.g. otterbox defender case and will lose money as a result, I intend to keep trying with the Lumia 930 from Amazon until the phone finally goes out of stock.

 

[tigrucat]

Sorry to hear about your experience. I've owned the Lumia 521, Lumia 925, Lumia 635, and now have the Lumia 735, 830, and an HTC One M8. All of these devices have been/are stellar in performance :straight:

I have the original HTC One and it works flawlessly - if it had had a decent camera I would have never bought the Lumia 930.
I waited for the HTC One M9 to be launched before returning the second Lumia 930 (affected decision whether to replace or request refund) as it was rumoured to have as powerful a camera but although 20MP initial reports suggest the camera is disappointing in comparison and has no OIS.

The Sony Xperia Z4 however looks like it will have a 20 MP camera for the first time with OIS so this could turn out to be an option if the Lumia 930 just doesn't work out. Won't wait for the Lumia 940 as lost faith in Lumia phones - it's only because I paid for accessories for the 930 and phone now costing less than what I originally paid for it that I'm willing to keep trying.