07-13-2015 09:48 PM
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  1. amit roy4's Avatar
    I am facing following issues with my Lumia 535 dual sim.

    1. Music/Video stops automatically while travelling.
    2. Touch is not working properly when the phone is charging.
    3. Unable to switch off the phone at the time of charging.
    4. call dropped
    5. Poor response from customer care/service center even they are playing a blame game with each other. For that reason customer suffers without getting proper service .

    According to Microsoft authorized service center they are unable to provide solution for some of the problems as stated above since its in-built problem of Lumia 535 and they didn't get any solution form Microsoft as well. (Service Center is in kolkata, near Moulali)
    07-07-2015 04:48 AM
  2. Pete's Avatar
    You'll need to listen to what support are saying to you, because these issues you raised aren't all related to the handset.

    If anything, only item 2 in your list might be a fault with the handset itself.

    The Music/Video issue might because you're losing connectivity (if you're streaming content).
    Windows Phone will typically keep awake while charging, you can't turn it off and charge at the same time
    Call dropping might be caused by your operator or SIM card. You'll need to contact your service provider to help with this one.
    gpobernardo likes this.
    07-07-2015 05:22 AM
  3. pankaj981's Avatar
    1) if you're streaming then it's your network hand off. If it's local content then it's an issue

    2) 535 has a touch issue, this may be related to that. Contact Microsoft repair and get the screen replaced

    3) known behavior

    4) again network handoff and/or fault SIM

    5) depends on who you're talking to. Mileage may vary depending on your support assistant
    gpobernardo likes this.
    07-07-2015 05:35 AM
  4. pureview_lvr's Avatar
    First of all you should understand
    default behaviours of windows phone. As you are asking about switching off phone during charging. Are you new to wp ?

    1. If you are streaming any content then this should be a network error.....if its your saved file then it may be issue or have you tried to play full hd videos bcz snapdragon 200 doesn't support all hd video formats.only few.
    As far as music it seems an issue.

    2. Since its launch Lumia 535 faced touch response issues...its worldwide problem...but there are several updates were pushed to solved that.

    3 . As I mentioned first wp doesn't switch off while charging. As detect any power source it boots up.

    4. Call dropping may be due to defective sim card .contact service provider and ask for replacement.

    5.poor response from customer care is not new thing. They only try to save their pants off..nobody will take blame on themselves.
    Also depends on employees.as well as you sometime.

    First of all
    You can do hard reset your phone
    It will try to fix several issues

    If it doesn't solve then you can use Nokia software recovery tool...you can find it MS website how to use it.
    gpobernardo likes this.
    07-07-2015 06:11 AM
  5. amit roy4's Avatar
    Dear All,
    There are two issues which authorized service centre itself agreed that they wont be able to provide the solution. One is music stops automatically and another is touch is not working properly when the phone is charging. Since these are the genuine problems of Lumia 535 and according to them they have already informed the same to Microsoft and still waiting for the solution. Now if company itself conceded these issues and not able to provide the solution and harassing their customer by playing unnecessary blame game, as a customer what I should do....
    Service centre and customer care should raise their hand to help the customer , not to harass since we have spent money to buy their product and service.
    gpobernardo likes this.
    07-07-2015 07:15 AM
  6. Pete's Avatar
    There's no blame game here. If your problems are defined by system or hardware constraints, there's nothing you can do about it. Support can't do anything other than cover the operating system and hardware as they've been designed.

    You need to face the issues you have instead of assuming that there's a problem that has to be fixed by Microsoft.

    Why do you need the phone to be powered down while charging?

    You've mentioned your music stopping while travelling, but haven't said what music service you're using or whether that media is physically on your phone or not.
    gpobernardo likes this.
    07-07-2015 07:54 AM
  7. amit roy4's Avatar
    I am just simply playing audio song through the inbuilt music player , and I am not assuming anything, It's company's authorized service centre has said that these are the issues which customers are facing with Lumia 535, even customer care executive is also communicated with the service centre executive regarding the matter and asked them to take back the hand set for repairing but they refused to accept that. according to them its doesn't make any sense to deposit the hand set , since they dnt have any solution.
    07-07-2015 08:15 AM
  8. Pete's Avatar
    Ok, so now I'm confused.

    It appears that you're not really wanting help with your issues.

    What is it you're asking for? You probably realise that this community isn't an official Microsoft forum and there's no official Microsoft presence or support here.
    gpobernardo likes this.
    07-07-2015 08:43 AM
  9. Wbutchart1's Avatar
    Amit, a lot of these issues as mentioned are things that the os does by default. You seem to be getting a negative reaction here and I'm not entirely sure why. However in the midst of that there are a few nuggets of wisdom you should try -

    Hard reset, this is in settings and about if I recall rightly, this erases the phone, this may iron out any issues if they are related to the os. Another is keep a look out for updates, there have been several that attempt to fix any touch issues, I have a 535 and have no significant issues with the touch on it.
    gpobernardo likes this.
    07-07-2015 08:49 AM
  10. Pete's Avatar
    It's not negative reaction as such, I'm just trying to work out what the issues are and how we can help.

    A hard reset doesn't solve everything - it certainly won't make the phone charge while being powered off.. I don't think it's appropriate to suggest a hard reset without being reasonably sure that it'll fix the issue in question.
    07-07-2015 08:58 AM
  11. Wbutchart1's Avatar
    It's not negative reaction as such, I'm just trying to work out what the issues are and how we can help.

    A hard reset doesn't solve everything - it certainly won't make the phone charge while being powered off.. I don't think it's appropriate to suggest a hard reset without being reasonably sure that it'll fix the issue in question.
    It may fix the music issue, and dropped calls potentially. Sure it may not however I have seen the impact a hard reset has on windows 10 inital installs to get them behaving. If there is code malfunctioning why not try a hard reset? Sure this might not be the issue, however could it hurt to try.
    07-07-2015 12:17 PM
  12. vipme's Avatar
    If there is code malfunctioning why not try a hard reset?
    I think its better to do a OS reinstall trough WPRT.
    07-07-2015 04:54 PM
  13. amit roy4's Avatar
    You are still confused? Whatever issues I am facing with Lumia 535 is already discussed, Now I am confused that whether these issues will get resolved or not. I got the same negative reaction from the service centre and customer care also. Still I am waiting for the call from the technical team which supposed to be get within 24 hrs after lodging the compliant.
    07-07-2015 10:57 PM
  14. pureview_lvr's Avatar
    My friend Amit roy4 don't get confused and frustrated.
    The moral of this story is that
    If your problem doesn't sort out by hard reset or by using software recovery tool (or your sim replacement as you mentioned call drop) then you should send your device to service centre.as in your home you can't do much more than that with your device.

    Have you personally visit any care centre or service centre....you should do it. Instead of doing calls and waiting for call back from service centre.

    There is website called Microsoft store locator previously it was Nokia. Go and type your city or nearest city name and select care centre you will find nearest service centres. Link is below

    https://forums.windowscentral.com/e?...token=2wCGydEz
    pankaj981 likes this.
    07-08-2015 02:22 AM
  15. amit roy4's Avatar
    Dear Sir, For ur kind info, I have already visited 3/4 times to the service centre personally, even customer care advised me to handover the phone for repairing but unfortunately they didn't accept it. Reason??? Already discussed.
    07-08-2015 03:04 AM
  16. pureview_lvr's Avatar
    If service centre didn't accept it
    Then what's your next strategy.
    07-08-2015 03:21 AM
  17. amit roy4's Avatar
    I have already conveyed this msg to customer care and lodged a complaint, they assured that I will get a call from technical team within 24 hrs, but 24 hrs already crossed I am still waiting for the same. It's really harassing.
    07-08-2015 03:29 AM
  18. ads13's Avatar
    I am facing following issues with my Lumia 535 dual sim.

    1. Music/Video stops automatically while travelling.
    2. Touch is not working properly when the phone is charging.
    3. Unable to switch off the phone at the time of charging.
    4. call dropped
    5. Poor response from customer care/service center even they are playing a blame game with each other. For that reason customer suffers without getting proper service .

    According to Microsoft authorized service center they are unable to provide solution for some of the problems as stated above since its in-built problem of Lumia 535 and they didn't get any solution form Microsoft as well. (Service Center is in kolkata, near Moulali)
    3rd point is for every Lumia....
    -Touch problem can never be 100% fixed b'cz it is hardware issue.
    -call drop problem can be fixed by:-
    --handle your phone in correct way
    --press the lock button once
    07-08-2015 03:29 AM
  19. pureview_lvr's Avatar
    If device behaves abnormally or facing issues then there are few steps you can do.
    1. soft reset
    2. hard reset
    3. Use software recovery tool
    4. May be replacement of sim and
    sd card
    5. May be Uninstall buggy apps
    like beta versions
    Anything miss in it please add.

    Then at last send it to service centre for repair.
    If they doesn't solve out or didn't accept for repair it may be a defective handset then ask for replacement if you are in warranty.

    Choose anything between those options. There is nothing aprt from that.
    07-08-2015 03:33 AM
  20. amit roy4's Avatar
    Thanks for ur advise. I have already asked customer care to resolve the issue, there is no need to go to the service centre again since they dnt have the solution, and if company is not able to provide the solution , they should replace the device.
    07-08-2015 03:55 AM
  21. gpobernardo's Avatar
    Thanks for ur advise. I have already asked customer care to resolve the issue, there is no need to go to the service centre again since they dnt have the solution, and if company is not able to provide the solution , they should replace the device.
    I have read through each post so far, yet I must mention that other users who have encountered the touch screen problem in the L535 have had their screens replaced through a service center - the service center acknowledged the problem and then the issue was resolved. However, that's for Europe.

    Another person, this time from India, reported the opposite experience from the Europeans, where the service center argued with the customer... pretty much the same with what you have described above.

    Now, I had an L535 and indeed it had the touch screen issue, but a firmware update has fixed the issue for me (this has been discussed elsewhere so we need not to bring this up extensively again). However, what I did experience was poor customer handling from Nokia Care. In summary, what I did was to contact Microsoft and report what I have experienced, sending them an email detailing the exact location of the Nokia Care Center, the time and date of visit, the name of the representative/s who handled me and the details of how the transaction transpired.

    In addition to that, I also used their Twitter handle @LumiaHelp - I'm not aware of the mechanisms behind this Twitter handle, but it seems that I got results shortly after relaying my concerns through it.

    You may want to consider doing just the same. It may be a regional issue which those in "upper management" may not be aware of yet - so what we can do it to deliver our concerns professionally towards them directly, by-passing the service centers altogether. Wait for their response. If they instruct you to go back to the service center, note the instructions and specifics that they give. They may point you to a service center that actually handles customers better than what you've experienced so far.

    Let us know what happens.
    07-08-2015 12:42 PM
  22. ZKnowN's Avatar
    I have read through each post so far, yet I must mention that other users who have encountered the touch screen problem in the L535 have had their screens replaced through a service center - the service center acknowledged the problem and then the issue was resolved. However, that's for Europe.

    Another person, this time from India, reported the opposite experience from the Europeans, where the service center argued with the customer... pretty much the same with what you have described above.

    Now, I had an L535 and indeed it had the touch screen issue, but a firmware update has fixed the issue for me (this has been discussed elsewhere so we need not to bring this up extensively again). However, what I did experience was poor customer handling from Nokia Care. In summary, what I did was to contact Microsoft and report what I have experienced, sending them an email detailing the exact location of the Nokia Care Center, the time and date of visit, the name of the representative/s who handled me and the details of how the transaction transpired.

    In addition to that, I also used their Twitter handle @LumiaHelp - I'm not aware of the mechanisms behind this Twitter handle, but it seems that I got results shortly after relaying my concerns through it.

    You may want to consider doing just the same. It may be a regional issue which those in "upper management" may not be aware of yet - so what we can do it to deliver our concerns professionally towards them directly, by-passing the service centers altogether. Wait for their response. If they instruct you to go back to the service center, note the instructions and specifics that they give. They may point you to a service center that actually handles customers better than what you've experienced so far.

    Let us know what happens.
    What happened with you next after e-mailing and tweeting? Can you tell us more?
    07-08-2015 12:52 PM
  23. gpobernardo's Avatar
    What happened with you next after e-mailing and tweeting? Can you tell us more?
    It's been discussed elsewhere and tediously, and I really don't want to bring all the details back up as they tend to deviate the readers from the main topic of the thread. But basically, after communicating the issues by email and Twitter, the service center had a noticeable changes as follows to mention a few from memory:
    1. in the beginning, it was "my responsibility" to follow up the status of my phone where they asked me to call them instead of them calling me; a few days after email and Twitter (let's abbreviate that to E.A.T.), they started calling me instead, almost weekly.

    2. before E.A.T., they masked their mistake in encoding my customer information, assigning a phone that wasn't mine to my account and my phone to who knows who; after E.A.T., they admitted their mistake and was able to later recover my phone.

    3. I got a call from a representative of Nokia regarding a query I made through Twitter, something which I didn't mention to the service center representatives - right now I can't recall what that query was, but it was definitely related to my phone being repaired at that time.

    4. almost three months of not seeing my phone, I began inquiring and suggesting through E.A.T. the possibility of having my phone replaced instead since it seemed like the service center couldn't repair my phone; just two days later I got a call saying that my phone has been repaired and was ready for pickup.

    These are all what I can recall with my 2AM brain. Also, I've got my phone back so I guess the fine print of those events have been archived somewhere in the attic of my mind, gathering mental cobwebs and dust. Now whether or not these would convince the reader that E.A.T. indeed had some effect is beyond the scope of the post. What matters is that we're opening other avenues of solutions for the OP, especially because it seems that the OP is getting frustrated in places where he (or she) shouldn't be.

    @LumiaHelp is quite punctual in responding to messages and tweets, sometimes responding within a few minutes, sometimes within a few hours; if needed, they even inquire about the specifics such as the location of the service center and the IMEI of the phone of concern, and they also seem to take note of pending queries, since they regularly send updates on the status of the query even without making a follow with them. Right now, I've got a pending query about what was being referred to as a "mechanical shutter" in the white paper of the Lumia 1020 since the images of the schematics of the lens assembly and images of how the internals actually look like do not suggest the presence of a mechanical shutter as known to photographers - I still get updates on the status of my query even without making a follow up.

    Their email counterpart, on the other hand, takes about two or three days before receiving a response.
    ZKnowN likes this.
    07-08-2015 01:26 PM
  24. ZKnowN's Avatar
    Thank you very much as this enlightened the effect of E.A.T. I really appreciate the time you took to write the summary of the whole scenario. Now I definitely know what to do when my phone gets lost somewhere in the customer support. Before reading this I didn't believe in E.A.T. but know I am starting to believe. Thank you once again. ^_^
    gpobernardo likes this.
    07-08-2015 02:53 PM
  25. shakti kumar's Avatar
    i am also facing the same problem.
    07-09-2015 01:43 AM
35 12

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