What was wrong with your 770 when you send it for repair?

[freeman]

This is a multi-poll session to find out about the problems we all have with the Nokia 770.

I'm attempt to find out how fragile is the 770, and what seem to be the main trouble for the unit.

[jurop88]

I had some problems with my display, not the WSOD but a lacking of responsiveness, I had to push with my stilus every day more 'til the screen did'nt respond at all in a large area.
Display changed, 1 month of waiting but everything is fine now and no charges had been debited also for P&P, it was a repair center near home that provided for everything.
BTW, I'm from Italy.

[Karel Jansens]

If you wanted to know how fragile the 770 is, shouldn't you have added a "Never had anything wrong with it" option?

[bac522]

@#$% second @#$%% wsod in less then 2 weeks on 2 separate units!

[freeman]

If you wanted to know how fragile the 770 is, shouldn't you have added a "Never had anything wrong with it" option?
I don't know, I can only have upto 10 options, and I guess that kinda goes in to number 9 isn't it.

[Karel Jansens]

I don't know, I can only have upto 10 options, and I guess that kinda goes in to number 9 isn't it.
Well, I've had my NokiLLO for over six months now, and I've never had anything wrong with it.

Wait, there was one time when its battery discharged overnight, with the lid on. I never found out why, but it never repeated either, probably because afterwards I talked to it in a very stern manner.

[freeman]

Well, I've had my NokiLLO for over six months now, and I've never had anything wrong with it.

Wait, there was one time when its battery discharged overnight, with the lid on. I never found out why, but it never repeated either, probably because afterwards I talked to it in a very stern manner.
Either way, it doesn't count, cuz you never have to send it for repair.

[penguinbait]

I had been holding off on sending it in, but my warranty is almost up and I figured I could do without it for a couple weeks and get a few things fixed.

I had the infamous crack between the usb adapter and the headphone slot. This was very tine and never grew. I used the headphone jack very infrequently. The headphone connection was becomming touchy, I would have to move it around to get a signal. The third thing was a very annoying tiny dead spot, it was right over the "s" on the small virtual keyboard. Unfortunately this was also the area for handwriting recognition which made it very difficult to use. The "s" worked about 50-60% of the time, if I aimed for the lower left corner of the "s" I would hit it more often.

It waas a real pain. It was recieved on Dec 1, by nokia repair center, started repair on dec 5, no word since, I would be surprised if I will get this back this year. If no word by Jan 1, what recourse do I have, they say 30 days? If they have not repaired in within 30 days can I demand a NEW 770? or does similar mean it can be refurbished?

Nokia will repair or replace the Product (with the same or similar model) within thirty (30 ) days after receipt. Nokia may, at its sole option, refund the price paid by Consumer less a reasonable amount for usage. Nokia is not responsible for any loss of data during repair.

[freeman]

It waas a real pain. It was recieved on Dec 1, by nokia repair center, started repair on dec 5, no word since, I would be surprised if I will get this back this year. If no word by Jan 1, what recourse do I have, they say 30 days? If they have not repaired in within 30 days can I demand a NEW 770? or does similar mean it can be refurbished?

Nokia will repair or replace the Product (with the same or similar model) within thirty (30 ) days after receipt. Nokia may, at its sole option, refund the price paid by Consumer less a reasonable amount for usage. Nokia is not responsible for any loss of data during repair.
Well, I don't think they will replace or repair anything w/in 30 days. The e-mail I got is that I need to contact them again 30 days after the the status of the repairs said waiting for parts.

As far as what recourse do you have, if you don't want to wait tell them that according to the repair instruction that they have on their website, it state "Turnaround time for in-warranty repairs is approximately 7-10 business days." And if you don't get it repaired/replaced w/ in 10 business days, you will take them to small claim court. Whether you will sue them or not is another matter, it might just put a heat on them to get it done faster.

As for me, I have the famous WSOD, and I just e-mail them again asking if they have a solution for the permanent fix for it. Cuz, they don't have a permanent fix for it yet, I will not wait for part, I'll them them to replace it w/ a new one.

[penguinbait]

Well 7-10days would be nice, it clearly states 30 days in the warranty for the 770. I was told I could call back if If I had not recieved it in 30 days and they had not shipped it, I would recieve a replacment , I just dont know if replacment means new? Either way I would be happy with my 770 back, I just wish they would speed things up.

Freeman, threatening to sue? cmon do you think that actually works! I suppose it might work after your 30 day mark stated in the warranty, but its just so 80's

[mrp]

had mine repaired twice because of the cracks. Both times took less than a week.

[dhausle]

Sent my 770 in for minor problem with earphone jack. Could only get both channels if I put the jack halfway in or kept it pushed to one side.
Then the nightmare began. Sent from one repair center to the other. Denied warranty/approved warranty/denied warranty/ approved / then denied with bogus explanation of moisture damage not covered.
Six weeks later I get it back unrepaired and with a new problem....rocker volume switch not working and mis-seated apparently during reassembly.
Told to send it back for full repairs and bonus items.... Later told no record of the call, promises AND the repair center I was told to send it to had been shut down!
Still waiting for the device to come back but finally got PR person who kindly sent me a working unit. Don't kmow if it will be a loaner or replacement.

[arienq]

Cracks & headset plug.

[freeman]

Just an update, Mine is still in for the repair for over 30 days now. Hopefully, they send me the N800 as a replacement instead.

[Cerebus]

My 770 went in for WSOD repair on 9 Nov. First they said "your fault." After a weeks of back-n-forth, they said "clerical error" and agreed to repair under warranty.

That was back on 10 Dec or thereabouts.

On 12 Dec the status changed to "awaiting parts." After Xmas I called and was told "We can't get parts so we can't fix it. We don't have a replacement. If you have a receipt we can give you a pro-rated refund."

When I told them (honestly, I might add) that I didn't have the receipt (if I did I'd have taken it back to CompUSA instead of making a warranty claim), I was offered a full refund. I told 'em I'd think about it.

I called Monday to ask if they'd swap it for an N800 and bill the difference. The nice woman at the Executive Response Center laughed because the caller immediately previous to me asked the same thing, but no, they won't do that. So I took the proffered refund (4-6 week waiting time) and overnighted an N800 which arrived this morning.

Glee!

Now if I can get my Stowaway keyboard working, I'd be a happy camper. :)

-- C

[JoeFree]

Mine just stopped working one day ...

Cerebus - What number did you call to get them to offer a refund? At this point, I'll take the $$ and write the whole experience off as a bad mistake.

I'm stuck on nine weeks and counting - sent to wrong repair center (at their direction of course) then the purchase receipt was separated from the unit when it was shipped to the correct center, although that nuggest of info took two additional phone calls to ferret out. I was instructed to fax copy of invoice back on 12/21, and just today (Jan 9) I find out that the fax hasn't been sent to the repair center yet!!! (This is after I was told back on the 21st that the repair was being rushed!)

Does anyone have the name and email address of the appropriate Nokia corporate officer to complain to - this is by far the worst customer service experience of my life ...

[Cerebus]

When they finally conceded to repair the thing, it had already been in their hands over 30 days. Anything that takes longer than 30 days apparently is referred to the "Executive Response Team."

Call Nokia, have them connect you to the Repair Escalation center, then point out to that person that it's been so long and ask to be referred to the Exec. team.

[johsua]

I asked this in a separate thread, but I realized this was probably a better thread in which to ask:

When you (any of you) sent in your 770 for repair - did you send just the body - no battery, case, memory card, etc...? That is what I was told to do, I just wanted to verify the info seeing as the Nokia support people don't know very much about the 770. The woman that helped me was very nice though.

[JoeFree]

Excellent info Cerebus, thanks much. I'll give it a try this week when I have a spare half-hour to kill ...

[NokNok770]

Demand that they comply, replace it with a N800 if they have to...better or equal in function/value of your original product right? :)

[NokNok770]

I had bought the compUSA warranty thing they had at the time and I didn't have to bother with Nokia support. I just took it back to compUSA and they gave me a new one for the WSOD. The thing was I only took the unit back and not the accessories, but they gave me a brand new one in a box. So I had 2 stands, 2 chargers, 3 stylus. I left the memory card in the nokia though. Also I had a small chip near the usb. Anyway my second 770 from compUSA is great, it still in very good condition with no crack at the usb. Though I have experienced on a couple of ocassion, if the 770 shuts down in a strange way, it will not power back up no matter how you press the power button. It would only power up if you plug in the ac adapter and then power it on. I was pretty pissed because at the time I didn't bring a power adapter with me.

[Cerebus]

Nokia's warranty repair instructions to me were explicit: send only the unit, keep the stylus, cover, battery, and battery door (!). So now I have all these things and an N800. At least the battery is useful... :)

[johsua]

Sounds good to me. I'll be sending mine in Tuesday I think. Thank you for the verification.

[freeman]

I pretty much was told the same thing, I'll be waiting for my refund check in the next month :( Now, I'l just thinking whether I should order N800 now or wait a week to make sure nobody get a WSOD first. BTW, if you order it from Nokia site,it would be free shipping. It gonna be the same price no matter where you buy anyway.

[JoeFree]

Is NOKIA throwing in the towel on the 770?

A little tardypost perhaps, but a follow up on my experience. After more then ten weeks and numerous calls, I followed Cerebus' advice from a previous post and got connected to the repair escalation team. They told me that the parts to repair the 770 were not available and they could not give me a timeline for repair - now this is after 10 weeks mind you - so I said to them at this point, I'd just as soon forgot I ever owned the #%^#)* thing - give me my money back.

No argument at all, just haggling over the amount - they wouldn't budge on $250 - she said since I used it more than 6 months, this was the maximum amount she was authorized to approve.

I have to admit - they wore me down on this whole experience. Ten weeks, numerous phone calls, hours of effort expended trying to get information from Nokia, and in the end they say they can't fix the )&^&% thing! If I didn't call and scream at them, would they have offered to send me the $$? (Hardly!)

So - a pox on Nokia support for the piss poor effort on repairing the 770. Learned my lesson, and am leaving the whole said internet tablet experience behind me.

Again - thanks to Cerebus for his advice on getting to the correct person at Nokia (although the woman who authorized the refund was the same woman I had spoken to two weeks previous - she never mentioned the refund option then, and probably wouldn't have had unless I demanded it).

Guess no more Nokia products for me - hopefully someone at Nokia reads these posts, its probably the only way they will ever hear about nonsense like what I went through.

[mattsqz]

they had better not offer me only $250, i would like to know what others have said/done to get a new unit shipped to them.

[johsua]

I am currently in the post 10 business days, pre 30 days limbo of "it's being repaired" there is nothing else we can do or tell you about it. I am going to try to talk to an even higher up than the escalation team, as was suggested earlier in this thread. I'll report back whatever does happen to me with this - i.e. $$ and how much or fixed or replaced.

[freeman]

Again - thanks to Cerebus for his advice on getting to the correct person at Nokia (although the woman who authorized the refund was the same woman I had spoken to two weeks previous - she never mentioned the refund option then, and probably wouldn't have had unless I demanded it).

Guess no more Nokia products for me - hopefully someone at Nokia reads these posts, its probably the only way they will ever hear about nonsense like what I went through.

Well, this is not a legal advice, but here goes anyway. If I were to be in your position, I'll probably tell them I'm going to sue them, take them to small claim court for breach of contract. and quote them their own Warranty statement.

Nokia will repair the Product under the limited warranty within 30 days after receipt of the Product. If Nokia cannot perform repairs covered under this limited warranty within 30 days, or after a reasonable number of attempts to repair the same defect, Nokia at its option, will provide a replacement Product or refund the purchase price of the Product less a reasonable amount for usage. In some states the Consumer may have the right to a loaner if the repair of the Product takes more than ten (10) days. Please contact the Nokia Care Contact Center at the telephone number listed at the end of this warranty if you need a loaner and the repair of the Product has taken or is estimated to take more than ten (10) days.
This can be found at section 8c on http://www.nokiausa.com/support/warranty/item_details/1,1955,item:770,00.html
of under Nokia USA site, > support > Warranty > Information > Nokia 770
Most of the time, it will work, as no body very want a law suit on their hand, and no manager want to be responsible for it. So they will try to negotiate with you.