My story:
I have the dreaded dust under the screen around the Front facing camera under the glass. It took a few weeks for the dust to become noticeable to be honest I don't use the FFC all that much. I walked into the AT&T store with my L920 I told the Customer Service Professional my issue. He took me to the counter, entered all my information in to the computer. He then informed me that I was past the 14 day cutoff for in store replacement.
Quick break for a reminder. These CS Professionals are people treat them that way they don't make the rules. Be nice if you do that and act in a nice way people will help you. If you act like an ass people will treat you like one.
I was unaware for the new rules so I told the CSP to let me have it what do I need to do. Incase you didn't know if you are past your 14 days with your new device you have to take the device to the closest AT&T repair center where they will decide what needs to be done. (Warranty replacement or user damage) The CSP told me to take it to the repair center and that I would have to call 611 to get the address to the closest location. After reading a few posts in here I decided I would just contact Nokia care give them a chance to help me. They were very nice the Nokia CSP sent me an email with instructions on how to return my L920 during the conversation she said that the dust is a known issue and that is was odd that AT&T didn't warranty the device. I really don't want to be without my device for 6 to 10 days this is what the Nokia CSP told me it would take to get the device repaired.
All of this got me to thinking so I called 611. I told the CSP my issue she told me she was sorry to hear about my issue and would get me the address and phone number to the nearest repair center. She then told me she would get me the number to the warranty department. (Remember be nice) She then told me she was so sorry for my issue that she would give me a $50 credit towards my bill for my troubles. She did all this via text message sending me all the information I needed and then sent me a text with the totals of my account credit of $58.70 including taxes.
Now this is where it gets interesting. I was about 10 miles away from the repair center and it is in the opposite direction for my home. I called the repair center to find out what time they closed. I explained the issue to the CSP that answered the phone he told me that's a known issue and that I could just call the warranty department and have them send a replacement. He also told me that even if I did bring it in he wont be able to fix and have to order one. I called the Warranty Department the CSP I spoke to was skeptical right off the bat. (Be nice) I explained the situation I gave her the number to the repair center so she could talk to them. She was able to verify everything with the repair center and she even called Nokia. My new L920 shipped today.
If you are having warranty issues and you are past your 14 days you might need to visit a repair center. A few phone calls might save you a trip.
The number to AT&T Warranty Department is (800) 801-1101
I have the dreaded dust under the screen around the Front facing camera under the glass. It took a few weeks for the dust to become noticeable to be honest I don't use the FFC all that much. I walked into the AT&T store with my L920 I told the Customer Service Professional my issue. He took me to the counter, entered all my information in to the computer. He then informed me that I was past the 14 day cutoff for in store replacement.
Quick break for a reminder. These CS Professionals are people treat them that way they don't make the rules. Be nice if you do that and act in a nice way people will help you. If you act like an ass people will treat you like one.
I was unaware for the new rules so I told the CSP to let me have it what do I need to do. Incase you didn't know if you are past your 14 days with your new device you have to take the device to the closest AT&T repair center where they will decide what needs to be done. (Warranty replacement or user damage) The CSP told me to take it to the repair center and that I would have to call 611 to get the address to the closest location. After reading a few posts in here I decided I would just contact Nokia care give them a chance to help me. They were very nice the Nokia CSP sent me an email with instructions on how to return my L920 during the conversation she said that the dust is a known issue and that is was odd that AT&T didn't warranty the device. I really don't want to be without my device for 6 to 10 days this is what the Nokia CSP told me it would take to get the device repaired.
All of this got me to thinking so I called 611. I told the CSP my issue she told me she was sorry to hear about my issue and would get me the address and phone number to the nearest repair center. She then told me she would get me the number to the warranty department. (Remember be nice) She then told me she was so sorry for my issue that she would give me a $50 credit towards my bill for my troubles. She did all this via text message sending me all the information I needed and then sent me a text with the totals of my account credit of $58.70 including taxes.
Now this is where it gets interesting. I was about 10 miles away from the repair center and it is in the opposite direction for my home. I called the repair center to find out what time they closed. I explained the issue to the CSP that answered the phone he told me that's a known issue and that I could just call the warranty department and have them send a replacement. He also told me that even if I did bring it in he wont be able to fix and have to order one. I called the Warranty Department the CSP I spoke to was skeptical right off the bat. (Be nice) I explained the situation I gave her the number to the repair center so she could talk to them. She was able to verify everything with the repair center and she even called Nokia. My new L920 shipped today.
If you are having warranty issues and you are past your 14 days you might need to visit a repair center. A few phone calls might save you a trip.
The number to AT&T Warranty Department is (800) 801-1101
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