2nd 770 with the white screen of death

[notjaykay]

I'm beyond pissed right now.

Apparnetly Nokia has yet to fix the so called white screen of death on newer units. For those who dont know, these screens tend to break after 5 reboots and basically garble the display with vertical lines/stripes. The good news is that this is a warranty repair and all you have to do is fill out a warranty repair form and mail it off to your local nokia repair center.

My first unit suffered from this phenomenon and I did the whole warranty repair song and dance and about 2 weeks later i received my new unit. According to the letter that was included, they simply swapped out my defective one with a new one.

Well guess what happend today. :mad: Yep, my replacement unit has just developed the same white screen of death just 2 weeks after recieving it. What the crap? So now I have to go through the same damn song and dance again. I"m probably going to call first and complain due to the fact this is my 2nd warranty repair for the same issue and due to the fact I've had this replacement for less than 2 weeks.

Anyone else get hit 2x with this issue?

[wiredless]

Just wonder where your repair center is located?

[Invicta]

Problem with my unit wasn't the screen, but it's the same story. I sent my 770 for repairing and after two weeks I got back different 770. It was broken too and next day I sent it back. It's been over three weeks since I last had my 770. Things break and this is why we have warranty, but I really must wonder do they have any quality check at place where they fix 770's. The unit they sent me was broken so many ways, that turning it on, trying wlan or only looking it should have told them It's not ready to return to customer.

[acdczip]

Did nokia send you a new unit or a refurbished one? The wifi mac address doesn't match the original unit you send in right? I am still waiting for mine to return from the Florida repair shop.

[notjaykay]

Just wonder where your repair center is located?

I had to send my first one to Texas and I assume this is going there too.

(I'm located in Central Pennsylvania)


Did nokia send you a new unit or a refurbished one? The wifi mac address doesn't match the original unit you send in right? I am still waiting for mine to return from the Florida repair shop.

I honestly have no clue. They did include a letter saying that they recieved my dammaged unit and this is a different one. It did have a different MAC address.


In other news, I'm using the same box and crap they sent this one with to send it back. DOOT DOOT!

[daverup]

I just started using a replacement 770 after the "white screen of death" and two week repair wait.
Some interesting notes,
I sent my 770 in its original box with matching mac addy serial number to Arvato in FL as directed by the website form.
My replacement was shipped from Fort Worth TX, in my originals box, I checked the numbers.
So my sending to FL was a COMPLETE WASTE OF TIME!

Nokia needs to get their act together, and fix.the screens!
I think Nokia still does not have a specific service plan for dealing with 770's.
Their service website and customer care unit only seem able to deal with cell phones.

[kimmoj]

I haven't yet had the need to test the support for the 770, but support for other Nokia devices has uniformly been superb. Once I was on a trip abroad in the neighbouring country and my Communicator broke. I called Nokia, they directed me to the closest service point and that service point then took mine, asked if I wanted the content from it preserved (I said no) and then handed me a new one and I was good to go.

Of course, I live in Finland and I was visiting Sweden, so maybe Nokia has a better grip on the service situation this close to home. And of course, that wasn't a 770, either.

[Invicta]

Of course, I live in Finland and I was visiting Sweden, so maybe Nokia has a better grip on the service situation this close to home.
No they don't.

Terveisiä vaan Salon Matkapuhelinhuoltoon.

[NokNok770]

So are you guys flashing to R&D mode when this happened or it just get like that for no reason? I'm not putting mine in R&D mode, should regular users be worried?

[kimmoj]

R&D mode doesn't enter into it, really, from what I have read (only had mine this past weekend). Someone speculated it's the turning on/off that can do it. Or rather, if the machine is prone to breaking, it may do so when you're flashing and rebooting multiple times to do the R&D mode thing.

I put mine in R&D mode, then fixed the gainroot script so I could gain root without R&D mode, then reflashed back to non-R&D mode and have had no worries thus far (knock on wood.)

All electronics break eventually, just the luck of the draw. I wonder what the percentage is for the 770? One does need to keep in mind that when it breaks, people sound off about it, but when it just works people don't go posting "Mine just works!". :)

[Jumpmaster]

FWIW, I worked in tech support and our client used (exclusively) Gateway computers. One model was particularly prone to have inverter board failures. It took many, many calls to GW to get them to realize that swapping out the screen would not resolve the issue. Users often would receive a laptop with a new display. It would fail after a couple of months and we'd send it back to GW...again. When GW finally started fixing the inverter board, the laptops wouldn't white-screen again.

...the symptoms are similar -- white screen...on the GW units, there were a few vertical blue, green, and pink lines...I would think Nokia would have looked into that by now, but...I don't know -- it took GW about 6-8 months to listen to us.

[NokNok770]

I was able to get root access without going into r&d mode. I don't know what the advantage be to put it into r&d mode. Haven't read up on r&d mode :)

[notjaykay]

So are you guys flashing to R&D mode when this happened or it just get like that for no reason? I'm not putting mine in R&D mode, should regular users be worried?

The first time was way after I gained root. This most recent one never went into R&D mode and the only thing major was I flashed IT2006 onto it when I first got it.

[Semtex199]

hello all

i woke up this morning and here is the result when i turned my tablet on

http://www.maphia-inc.org/dead.jpg

i dunno why its like that, i wasnt neither root or r&d. (dunno how to do that). Is it broken ? is there a way to clear that ? :(

+
S199

[notjaykay]

hello all

i woke up this morning and here is the result when i turned my tablet on

http://www.maphia-inc.org/dead.jpg

i dunno why its like that, i wasnt neither root or r&d. (dunno how to do that). Is it broken ? is there a way to clear that ? :(

+
S199


This is obviously a clear cut case of Nokia censoring your wall paper ;)

At least your screen somewhat works, I get nothing but vertical lines. Think what you have but all over the entire screen

Edit: I'm going to guess that the only fix for you is to send it in for warranty replacement/repair :(

[fanoush]

Would be nice to know if this is some faulty batch made in some period and/or in some factory. If you look under battery, where is it made? maybe the Code below WLAN an BT keys is batch number or something. Or maybe there is some date on the box. Mine is made in Germany and is one of the earliest devices sold and works fine so far (flashed many times including R&D mode switch). Can you post info about faulty ones?

[notjaykay]

My most recent one is from Estonia and I think my first one was from Estonia also.

Not sure where'd I'd find the date though.

[codeboy]

MY 770 was made in Germany but the screen bust after about a week (white screen with vertical grey lines)

Mine has a type number under the battery of SU-18, are all the type numbers the same? Would be helpful to know if there are different types out there.

[Semtex199]

mine is SU-18 made in Germany

[Texrat]

I just started using a replacement 770 after the "white screen of death" and two week repair wait.
Some interesting notes,
I sent my 770 in its original box with matching mac addy serial number to Arvato in FL as directed by the website form.
My replacement was shipped from Fort Worth TX, in my originals box, I checked the numbers.
So my sending to FL was a COMPLETE WASTE OF TIME!

Nokia needs to get their act together, and fix.the screens!
I think Nokia still does not have a specific service plan for dealing with 770's.
Their service website and customer care unit only seem able to deal with cell phones.

U.S. Repair/replacement is handled here at our Fort Worth (Alliance) facility, so I'm not sure why anyone would be directed anywhere else. Obviously reverse logistics needs to be improved. We're working on it!

And not meaning to sound trite, but this device is completely new to us in every way. We're still figuring out how to handle it. Bear with us!

[codeboy]

Glad to hear Nokia in the US is making some effort to handle 770 support calls. I think this should have been organised _before_ shipping the product though...

Here in the UK I'm fast losing the will to live after spending the best part of 2 whole days trying to find anyone at Nokia willing to deal with my 770 which has suffered the 'white screen of death' after only a few days.

I've tried the telephone support line, emailed the online store, taken the unit to a 'Nokia service centre' personally, etc. Nothing has got me anywhere. Even when I find someone willing to deal with a 770 problem all I get is 'I'll get someone to call / email you back'... and nobody does.

I'm on the verge of calling trading standards in the UK to see if they can investigate Nokia. This is no way to treat customers, I'm pretty sure it is against UK consumer protection legislation for Nokia to effectively refuse to refund or repair a faulty product less than 2 weeks old !!!

Wierd thing is I had a really high opinion of Nokia before I actually bought one of their products ! I'll be thinking twice before buying any more.

Any tips on how to get my 770 replaced, repaired or refunded in the UK greatly received.

[notjaykay]

Small update:

I just attemtped to get another repair form from the Nokia USA website and guess what.....it wont give me the form since "it's not available for repair." WTF?

Oh well, fired off an email to customer service with my 2nd predicatment so hopefully I'll get a response soon.

[daverup]

What we really need here is for someone who got the repair form with the Fort Worth TX return site, to post it for others to use.
That's where the repaired or replaced units are coming from.
Nokia is just wasting our time with their busted website for phone repair customers.

They say that they need more time to get setup...

Why not a simple webpage link on the Nokia customer service page that says: "Click here for 770 Internet Tablet repairs"

How long does that take to program in html?

I'm watching every reboot now on my 2nd 770 waiting for the bad thing to happen again.

[notjaykay]

What we really need here is for someone who got the repair form with the Fort Worth TX return site, to post it for others to use.
That's where the repaired or replaced units are coming from.
Nokia is just wasting our time with their busted website for phone repair customers.

They say that they need more time to get setup...

Why not a simple webpage link on the Nokia customer service page that says: "Click here for 770 Internet Tablet repairs"

How long does that take to program in html?

I'm watching every reboot now on my 2nd 770 waiting for the bad thing to happen again.

I'm pretty sure I still have the form on my work laptop. Let me see if I can dig it up.

[notjaykay]

Another update, Nokia just emailed me back with different instructions to make sure mine is expidited. No form is required but I do have some other instructions.

I'd post the email but I'm guessing they dont want this information publicly available. I will however find that form for you guys.

[sylfan]

Damn it! About 5 Minutes ago my replacement screen broke as well. :mad:

[zetsurin]

Another update, Nokia just emailed me back with different instructions to make sure mine is expidited. No form is required but I do have some other instructions.

I'd post the email but I'm guessing they dont want this information publicly available. I will however find that form for you guys.

I've tried to use the form in the UK site but it submits to an invalid page. I have attempted from IE, Safari, Firefox and Camino, under both Windows and OSX, and from different internet connections. >_<

Once I get my replacement/fix, I'm selling it or just giving it to a friend. I don't want to live in fear of this forever more. Might be time to right my ways and get that Zaurus I should have gotten from the beginning. I'll be in Japan in 2 weeks time... hmmm...

The form I am trying to use is: http://www.nokia.co.uk/nokia/0,,53979,00.html. Does anyone in the UK know of an alternative form or would you be kind enough to privately send me their email address so I can contact them directly?

[notjaykay]

Small update:

I just sent back the tablet on Friday with their expedited instructions to their Fort Worth site. Yeah, as you can tell, this was a huge pressing issue for me, so important that it took over a month for me to finally do. This also shows how much I use it and how much it's worth to me.

I'm considering selling the replacement when it arrives. However, I'll probably give it another shot. Now if it becomes my 3rd defective unit, I'll definetly be sellling it.

[Rogue]

Here is instructions for getting the return form that is for the Fort Worth repair centre. (from a previous post)

http://www.internettablettalk.com/forums/showthread.php?p=18873#post18873

[sylfan]

1st screen: 3 months
2nd screen: 1 month
3rd screen: 1 week

:mad:

[Serge]

Well, just a random idea. As people tend to have problems again in the replaced units, maybe that's something wrong with the device itself that causes screen to break. So maybe we get the following pattern: screen breaks -> device gets sent to repair -> the screen gets replaced -> screen gets broken again because of the defect in some other hardware part reused from the old broken device. Could it be true?

[sylfan]

Very likely. In my unit only the display and the cracked bottom have been fixed.
I just sent an email to nokia regarding this issue and asking for a real replacement unit.

[ddalex]

I have a SU-18 manufactured in Germany. The white screen just showed up :(

I hope I can get if fixed in Romania, I would hate to have to send it back to spain where I bought it.

Otherwise, a very nice device, even if it seems a bit un-finished...

[Cerebus]

U.S. Repair/replacement is handled here at our Fort Worth (Alliance) facility, so I'm not sure why anyone would be directed anywhere else. Obviously reverse logistics needs to be improved. We're working on it!

And not meaning to sound trite, but this device is completely new to us in every way. We're still figuring out how to handle it. Bear with us!

Interestingly, I'm in San Antonio, TX and I was told to ship it to Rogers, MN. Then it was shipped internally somewhere else, which I can only assume is the FTW facility.

Now I'm being told that my 770--with this *exact same problem*--will not be repaired under warranty and I'm expected to pay.

I've left voicemail for someone at the "repair escalation center" but my experience has been that these people never call back. I'll pursue this for a week, then it's off to file in small claims court.

[Texrat]

A week will be too short.

[Cerebus]

I think a week is more than reasonable to get the concession that it's a warranty repair. I'm not asking that the device be returned to me repaired in that time frame.

[cybe]

Great...Now it happened to me, suddenly the screen looks like the Photoshop filter "motion blur" (vertical) was applied to it. The unit is ~6 months old.

Took it into a nokia repair shop, they seemed a bit clueless there.

[cybe]

I delivered my 770 to a Nokia service company (Helsingin Mobile Service http://www.hms.fi/) on Friday and on Monday they call me to tell me they've fixed it (They replaced the screen).... Fast service =)

[TA-t3]

Having read through this thread which started in June or thereabout, is there any indication that Nokia has got to grips with the problem, i.e. are newer units (produced the last few months) still prone to the screen problem? A quick poll, maybe?

[bac522]

Ugh, just ordered a brand new unit, turn it on and nothing but a white screen with a couple of vertical black lines. UGH!!!!

[username49]

mines happen after i downloaded this screen shot capture thingy and after i had restarted so it can start up on the area where there is a picture of the battery, the earth (internet connection) and that thing where it shows how bright your screen is. As i was about to say after i wanted to take a screen shot it had froze then restarted by itself then turned off. when i turned it on thats when the white screen came on.
what had happened to my nokia? did the software caused it to break?

[bac522]

Anyone else get hit 2x with this issue?

Yup, I don't believe it, my second unit that is only 2 weeks is now DOA with the wsod!!!! :mad:

It would be nice for Nokia to let us know what the f--k is happening and why.

[weave]

I don't know if it's related, but I do believe during my session before the wsod reboot I accidently stuck the power cord tip into the headphone jack. The unit worked fine for about a day (was in sleep when not in use) but at some point email just stopped loading messages and the web would say loading and not load. I went to shut it off and it just went dark right away (not the quick nokia logo) which lead me to believe it just crashed or shut down uncleanly. On my next boot, I had the wsod :(

[Bromo33333]

I don't know if it's related, but I do believe during my session before the wsod reboot I accidently stuck the power cord tip into the headphone jack. The unit worked fine for about a day (was in sleep when not in use) but at some point email just stopped loading messages and the web would say loading and not load. I went to shut it off and it just went dark right away (not the quick nokia logo) which lead me to believe it just crashed or shut down uncleanly. On my next boot, I had the wsod :(

This may mean the WSOD is a design defect in the power supply - though it may be coincidental, but the issues you mentioned would be indicative of such an issue. Now, how blowing out a circuit in the audio circuit causing a fail in the power supply would be a very poor design indeed ... :eek:

[hard_rokr]

i feel your pain people. i've been forced to continue using my n770 with the faulty screen for almost a year. one time it was just getting a quick charge before i went out and when i disconnected the charger it just reboted and there were these horrid lines. they show mostly on blacks and very dark colours as well as flourescent, bright colours. during general video playback the lines are barely visible unless the colour is extremely dark. generally i can turn the brightness on minimum and it helps to soften the vertical lines alot.
i really wish there was a lawyer among us here to put nokia in their f***ing place.
eventhough the n770 was quite a cheap device and many would overlook the losses we have to remember that nokia made a profit off of us and something needs to be done. especially since the waranty page and the general setup for reporting such problems to nokia is incompetient.
this is robbery with conscent and nokia can't continue to go on like that

hard_rokr@hotmail.com