I have to agree, Nokia's support is absolutely stellar. I've been plagued with battery issues (and freezes every couple days) since I got my 920. Seemed to go away since I restored it but now some days it'll lose 25% in 40 minutes.
So last Friday I went to the Rogers store I purchased the phone from (or rather, since I pre-ordered the phone, I went to the store that the phone was shipped to). Mind you as of Friday it had only been 11 days since I got the phone, so I was within the 14 day exchange/return policy. I walked into the store and explained my issue, that I would like to exchange the phone since there are clearly some odd issues going on. The man pretty much blew me off, saying I would have to go to the Rogers technical depot (whatever that is) and get a quote about getting the battery replaced, if that is the issue. So I walked out pretty angry/frustrated. Got home, cooled off, and phone Rogers technical support. Same. Bloody. Story. I mean seriously I paid for the friggin phone 11 days earlier and they won't even attempt to help me, just gauge money out of me.
So, in a last attempt, I email Stephen Elop explaining my story, including all of my data of what I did to try and resolve the problem. The next day he sends me an email saying he's sorry to hear about the issue, and that he's cc'd some Nokia care people on the email who will get back to me about getting it resolved. Today I exchanged emails with someone from Nokia Care and set up a phone call with them. The lady was very nice and even though English didn't seem to be her first language she did really well (definitely had a Finnish accent). She confirmed with me what my issue was with my 920 , said how sorry she was that I had this issue, and that Nokia sees this as a very high end phone and wants to do everything they can to make it succeed and that they value my feedback as a customer for helping improve their product experience. Now I have read that on here (and the Rogers forums) that some people, like myself, who got their 920 the week before launch have had some issues. So it was definitely strange when she asked me if I had gotten the phone from Rogers during their early launch. I had not told her this so I suspect that there was more to that launch than Rogers was willing to tell everyone.
So at the end of it all she said that because the phone is so popular they are experiencing stock issues around the world and that it may take some time to get a new phone to me. Honestly I couldn't have asked for better customer service, especially since my carrier was no help at all. So I would suggest anyone who has issues with their 920 and is getting jerked around by their carrier to contact Nokia support, they seem pretty willing to listen and to help.
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