Sorry right off the bat, but I have to vent my anger somewhere. My sad Lumia experience goes like this - and ends today:
Bought a Lumia 920 the day it was released in Europe - actually I pre-ordered it off contract, as my carrier was not going to have it for another couple of months. Got the phone after an HD7 (which NOT ONCE gave me any hickups) - and gosh I loved the design of it, still do. Same thing for the OS, really liked it on my HD7 and am sure about it as my ecosystem of choice.
The phone however, was plagued with loads of hickups: Hot as hell when doing... anything, really. Loads of dust under the FFC after a single month, erratic problems with the proximity sensor (due to dust?) - and most importantly: a freezing phone about ten times a week. Yes, ten. This is - obviously - unbearable, especially if you want to use this phone as a business phone, so I called support.
Those guys were quick to tell me to do a hard reset, then everything would be dandy. So I did (through the damn menu in the phone even) - which, to my surprise, bricked my phone. I mean - WTF? Again on support line (which is 1,09€ a minute here - have not had that for a while either), a couple of absurdely clueless people had no idea of nothing. So I wasted a couple of hours on the internet - to find that none of the usual button combos had any effect. Again on the support line - and again 10 bucks later - they told me to send in the phone using their support page on the internet. Going along with what was told me I went there and filled out five pages worth of information to then be greeted with a 404. Back on the support line they told me "oh, sorry, yeah, the company no longer works together with us" - another 10 bucks and I have an address.
Sent in the phone in on my own money and then waited... for an entire month! Phone arrives, IMEI is identical, so I am sure they fixed it. Boot up the phone for the first time and it freezes about ten seconds after the UI is back up. I am fuming, I tell you that. Actually it is now a lot worse - I get a freezing phone about twice a day now for sure. Infuriated, I call the service line again - again talk myself through a dozen clueless morons, again I'd guess 15 bucks out of the window. They assure me I now get a "priority repair" ("maximum 3 days, I promise") now, direct me to another page, I fill out another 5 pages of forms, bring the phone to the post office (this time NOKIA pays) and wait. Two weeks (!) in I call - again. After four return calls of various people it turns out the wepage they directed me to was AGAIN a wrong one and they sent my phone to another company - who apparently had no clue it was supposed to be on priority. So there I am: 8 month with a NOKIA flagship, 6 weeks downtime and counting - which is a whopping 18% downtime. Easily a hundred US wasted on calls, not counting the endless hours I searched the internet for possible solutions. 20 bucks wasted on postage.
They really want to keep customers like that? Those who are enthusiastic enough to buy their phones off contract? As much as I hate those idiots - that took my local Apple store ONE DAY when I still had a fruit phone! One. Single. Day. So, as soon as I get the phone back it goes on ebay and I will look elsewhere. I am totally aware of the fact, that this may well have been once single FUBARed phone, but then at least get the service right. I personally have had enough of Nokia's fantastic build quality and service, thank you.
/ rant
Bought a Lumia 920 the day it was released in Europe - actually I pre-ordered it off contract, as my carrier was not going to have it for another couple of months. Got the phone after an HD7 (which NOT ONCE gave me any hickups) - and gosh I loved the design of it, still do. Same thing for the OS, really liked it on my HD7 and am sure about it as my ecosystem of choice.
The phone however, was plagued with loads of hickups: Hot as hell when doing... anything, really. Loads of dust under the FFC after a single month, erratic problems with the proximity sensor (due to dust?) - and most importantly: a freezing phone about ten times a week. Yes, ten. This is - obviously - unbearable, especially if you want to use this phone as a business phone, so I called support.
Those guys were quick to tell me to do a hard reset, then everything would be dandy. So I did (through the damn menu in the phone even) - which, to my surprise, bricked my phone. I mean - WTF? Again on support line (which is 1,09€ a minute here - have not had that for a while either), a couple of absurdely clueless people had no idea of nothing. So I wasted a couple of hours on the internet - to find that none of the usual button combos had any effect. Again on the support line - and again 10 bucks later - they told me to send in the phone using their support page on the internet. Going along with what was told me I went there and filled out five pages worth of information to then be greeted with a 404. Back on the support line they told me "oh, sorry, yeah, the company no longer works together with us" - another 10 bucks and I have an address.
Sent in the phone in on my own money and then waited... for an entire month! Phone arrives, IMEI is identical, so I am sure they fixed it. Boot up the phone for the first time and it freezes about ten seconds after the UI is back up. I am fuming, I tell you that. Actually it is now a lot worse - I get a freezing phone about twice a day now for sure. Infuriated, I call the service line again - again talk myself through a dozen clueless morons, again I'd guess 15 bucks out of the window. They assure me I now get a "priority repair" ("maximum 3 days, I promise") now, direct me to another page, I fill out another 5 pages of forms, bring the phone to the post office (this time NOKIA pays) and wait. Two weeks (!) in I call - again. After four return calls of various people it turns out the wepage they directed me to was AGAIN a wrong one and they sent my phone to another company - who apparently had no clue it was supposed to be on priority. So there I am: 8 month with a NOKIA flagship, 6 weeks downtime and counting - which is a whopping 18% downtime. Easily a hundred US wasted on calls, not counting the endless hours I searched the internet for possible solutions. 20 bucks wasted on postage.
They really want to keep customers like that? Those who are enthusiastic enough to buy their phones off contract? As much as I hate those idiots - that took my local Apple store ONE DAY when I still had a fruit phone! One. Single. Day. So, as soon as I get the phone back it goes on ebay and I will look elsewhere. I am totally aware of the fact, that this may well have been once single FUBARed phone, but then at least get the service right. I personally have had enough of Nokia's fantastic build quality and service, thank you.
/ rant
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