Nokia Repairs doesn't do their job

[montsa007]

for a little bit longer he is

Edit: My bad you were right I didn't know that they made an interim CEO

Even I was under the impression that he still holds his throne, however I did some google because the last time I mailed on his email, I only got an empty packet of chips. He was dethroned in September...

 

[CapnPauly]

I sent in my e-mail to Elop two weeks ago.

 

[toddpart]

24 hours later and Stephen Elop (@selop) has not responded. I just sent him another email asking for help regarding this issue.

You seem to be adamant about sending lots of messages via Twitter. You are aware that Twitter is not formal customer support channel, right? In my opinion, time is better spent pursuing resolution through proper customer support processes. That way, there is a formal trail, issue number, and history that can be properly managed by the supporting company...Nokia or anyone for that matter. Twitter is noise and probably the worst way to even think about trying to work a customer support case.

 

[Jefe32]

You seem to be adamant about sending lots of messages via Twitter. You are aware that Twitter is not formal customer support channel, right? In my opinion, time is better spent pursuing resolution through proper customer support processes. That way, there is a formal trail, issue number, and history that can be properly managed by the supporting company...Nokia or anyone for that matter. Twitter is noise and probably the worst way to even think about trying to work a customer support case.

Nokia's customer support is only via twitter and some hard to find on their website phone support number ( I found the phone number via google.) I only wrote to Elop because others on this thread did and it worked for them. I wrote back to @NokiaCareUS via normal twitter and DM on the 17th. They had finally escalated by issue once I said no one ever emailed me. I got an email from the esc-Customer.Support nokia. saying basically that would put in the replacement request for my phone once I had sent them the tracking number for the broken L920. I have just sent them the tracking. Hopefully, this whole process has a happy ending. I will update if anything else happens

 

[Jefe32]

LOL funny thing is I just held the L1520 in my hands and it is massive but man so nice.

 

[montsa007]

I sent in my e-mail to Elop two weeks ago.

Nobody will respond to that lol...

 

[CapnPauly]

Nobody will respond to that lol...

Umm...yeah, he (or someone) did. Within two hours.

Read my post on the first page of this thread.

 

[montsa007]

Umm...yeah, he (or someone) did. Within two hours.

Read my post on the first page of this thread.

He may have replied you, prior to September.

Sigh, Elop was dethroned in September week 1, I don't believe his email is monitored by anyone now.
I've already sent a test mail some time in October, only got an empty packet of chips in return.

Don't take my word, try yourself .

 

[CapnPauly]

He may have replied you, prior to September.

Sigh, Elop was dethroned in September week 1, I don't believe his email is monitored by anyone now.
I've already sent a test mail some time in October, only got an empty packet of chips in return.

Don't take my word, try yourself .

Nope, I e-mailed him on 12/9 at 10:40a. Received my reply at 11:19a the same day.

My original case was opened on 10/30. Phone sent in the following week. Received it back in the mail the week after and opened my dialog with Nokia Care US on Twitter that day. Didn't get a call back as expected within the following week, so I contacted them again. Still no reply days later, so i e-mailed Elop...ten days ago.

 

[dakranii]

Nokia's customer support is only via twitter and some hard to find on their website phone support number

I can confirm. Tried to find an email address, but can't. Twitter and a phone number are the only options and at least twitter gets things in writing. It is a pain to try to summarize your problem into 140 characters, however.

Besides that, though, Twitter actually is a pretty good avenue for customer service. I've used it for quite a few companies and they always seem more responsive via Twitter than anything else.

 

[thaguy]

OP, could you update us on your case?

 

[cappo660]

Nokia UK is as bad or even worse. I'm on day 15 since breaking my Lumia 920 and trying to pay Nokia to fix it, and I'm no closer to getting it repaired. The service is truly horrendous.

For those thinking of buying a Nokia device, read this and then think very, very carefully about proceeding:

Day 1 - I dropped the phone and cracked the screen. I tried to check the Nokia Tech Support web site for a list of repairers, but the site was down. There was no telephone contact number.
Day 2 - I got a response from the Nokia care twitter account saying the phone should go to them for a quote and repair and tried the web site again. I was able to book my phone in for an out-of-warranty quote and repair and given a UPS tracking number for collection.
Day 3 - UPS were scheduled to turn up. They didn't
Day 4 - UPS turned up and collected my phone
Day 5 - Waiting
Day 6 - Waiting
Day 7 - Email from Nokia Tech saying they were looking at my phone
Day 8 - Waiting
Day 9 - Email from Nokia saying the damage was out-of-warranty and the phone was being sent back to me. ARGH! I knew that - I was expecting a quote for a repair. No contact number, no way of stopping the phone winging its way back.
Day 10 - Waiting
Day 11 - The broken phone arrives back. Told by Nokia twitter account that it would have to back to them again since using a 3rd party repair would invalidate the warranty on the rest of the phone.
Day 12 - Attempt to send phone back, but Nokia Tech Support site is down again. Told by Nokia twitter that someone would call me within '96 hours'
Day 13 - Waiting
Day 14 - Waiting
Day 15 - Waiting...

Compare and contrast to when I've broken my Surface and xbox360, or my daughter broke her Samsung, where the out-of-warranty repairs were dealt with within a week and actual humans would phone with updates. I may be a clumsy so and so, but I don't think I deserve this sort of punishment!

Such a shame - its lovely hardware, but I won't be getting another Lumia. Looking seriously at Apple again.

 

[Jefe32]

I sent the phone back to the escalated Nokia repair team on the 19th. I sent them, that same day, the tracking number (like the esc-Nokia rep, "Claire" asked) and I haven't heard back from them.
I have written to the email they wrote to me, twice, nothing. I have written 2 direct messages to @NokiaCareUS and nothing. I will write to @NokiaCareUS via a normal public tweet to see if anything occurs. Sad thing is my wife has given me the green light to buy a international L1520. The way this whole process is unfolding, I can't justify the price and the chance of more headaches if this happens again.

 

[cappo660]

An update! But not a good one...

Day 17 - A call from Nokia! But not good - I need to use the web site to book in the phone again for a quote. Aaaaand, the web site doesn't work (returns "internal site error") although the person on the other end of the phone utters the immortal "it works ok here". It appears Nokia cannot book a repair in over the phone so I now have to head to my nearest Nokia 'Care' Point - a 2 hour trip - and hand it over in person.

This is such a shame - the Windows Phone OS is excellent and the hardware is great, but I won't be buying another Nokia device until Microsoft have taken over and sorted out this support situation.

 

[dakranii]

Verizon has taken the ball and run with it for me, ahead of Nokia's support. I've replaced my 928 with Verizon 3 times now (today was the last time). In between times 2 and 3 I decided that Nokia needed to take ownership of the problem.

The only solution was to send the phone in to them and be without it for however long the repair took (Verizon just sends me new refurbished phones and I don't have to spend time without a phone). They fixed the issue, but the same night I received my phone, it was nearly unusable because of phantom touches of the back and home capacitive buttons. Their response was "you can send it back in to us if you want." Another week to two weeks without my phone? After just going 1.5 weeks without? On my 3rd defective 928? I was hoping for a better solution.

Verizon wireless, unbidden, jumped into the twitter conversation I was having with Nokia. And today at the Verizon store the guy overnighted a new refurbished 928 to me. It'll be here tomorrow, no questions asked, no issues.

Nokia did fix one issue I was having, but I wouldn't say I'm that thrilled with their support.

 

[Jefe32]

LOl wow that seemed like a rough process, dakranii. So when it rains it pours. Looks like USPS may have lost my return phone. The tracking has no updates passed acceptance. When shipping APO it can take awhile to get somewhere but 7 days and no updates seems weird. I opened an inquiry after Nokia returns wrote back saying the same thing about the lack of tracking updates for my phone.

 

[Jefe32]

USPS Post Office and the Military Post office are both kind of washing their hands of where my package is. I also shipped a 3rd gen iPad this month that is missing/lost too. So I need to wait a full 45 days before I can file a claim. Now I need to explain to Nokia returns and see if they can keep the process open longer just in case my lost Lumia reappears. Funny thing is that I named by Surface RT Odysseus. I guess if my Lumia shows up I can rename it Ulysses.

 

[montsa007]

WP 1020 Error - YouTube

Seems my 1020 is busted suddenly

 

[Jefe32]

Phone still lost in the USPS shipment. I have to wait 45 days before I can make an insurance claim. I might try to do it a little early and see if it goes through.

 

[Jefe32]

Phone finally came out of whatever depths it was hiding (in USPS purgatory) and made to Nokia. They have agreed to replace my phone. Unfortunately for me the replacement will be AT&T locked. I was planning to give it to my wife as I recently purchased a Lumia 1520 when I thought the phone was lost. I guess I can sell it on Ebay or something.