Roach Motel (a.k.a. Nokia Repair)

[jpj]

"THEY CHECK IN ... BUT THEY DON'T CHECK OUT!" -- Our Credo

Yes, I'm shouting. Believe me, I'm as weary of talking about this as you are of hearing it, but many customers of Nokia's outsourced U.S. repair facility tell the same story. Any other locations care to share your experiences?

30 days have now elapsed since my N800 arrived in Huntsville. The only evidence I have of that fact is my Express Mail tracking confirmation. www.nokiausa.com/repairstatus has no entry in its repair database.

I've spent too much time on the phone at 1-888-NOKIA-2U with zero satisfaction. My last two calls were routed to Repair Escalation: the first of these gave no pretense of help ("give it a few more days") while the second promised to email the facility for more info and hasn't been heard from since.

According to others' experience, I now qualify for Executive Response Team intervention, whatever that means. I suppose I'll find out Monday (next business day). Personally, I'm more inclined to alert the Consumer Protection office of my state's Attorney General.

My advice to any prospective N800 purchasers: Spend the extra cash for any in-store replacement warranty your retailer may offer. I don't often do that, but in this case I wish I had. Otherwise, think twice before sending your unit in for elective surgery (cosmetic repairs or defects you can live with). If I could have foreseen this result, I would have hacked up another solution to the broken kickstand.

*** CAVEAT EMPTOR ***

[rattis]

"

My advice to any prospective N800 purchasers: Spend the extra cash for any in-store replacement warranty your retailer may offer. I don't often do that, but in this case I wish I had. Otherwise, think twice before sending your unit in for elective surgery (cosmetic repairs or defects you can live with). If I could have foreseen this result, I would have hacked up another solution to the broken kickstand.

*** CAVEAT EMPTOR ***

Some of us found out the hard way not to get those (not me but a few others). One of the 770 owners worked at compusa and was telling people to not get them either. Mostly because they are very selective as to what they will consider user damage, and what they will consider covered under warranty.

I can understand your wanting to rant, but i don't think this is the right place to do it. Here's a tip, when dealing with the phone monkeys:

be polite.

If they can't give you the answer your seeking, politely say, I've been trying to get status on my repair for x weeks now, can I talk to a manager. Be polite about it. If they hmm and haw about getting the manager say "look, nothing against you your being very helpful, but it seems you don't have the proper access to get the information, I just want to speak to your manager who might be able to get the information."

If they transfer you or ask to transfer you to repair escalation, tell them no, be polite. Let them know that the last several times you were transfered led to nothing being done. If they still insist, then say only if your manager is on the line with me when I talk to them (hopefully the manager's manager).

Remember these people aren't paid a lot, usually around 30k usd. Ranting and raving at them only causes them more stress, and gets you no where. (I don't know if you have been ranting and raving, but even an angry tone is enough to put the breaks on wanting to help you).

[geneven]

Here's another tip for dealing with tech support in general. If you are dealing with a llarge group, call back several times. maybe you will get someone better next time. Also, I wouldn't be thinking about thhe Attorney General after 30 days. And I would forget about talking to the manager's manager, it is unlikely to happen, and it is possible to talk your way so far up the chain that you realy get someone who has no clue. Above all, be patient. You may not like waiting, but your $400 only bought you so much clout.

[bac522]

File a complaint with the BBB in the state that your Nokia is located in, not your state. I had a problem with Sharper Image and when I filed a complaint with California's BBB, the problem was suddenly resolved within a few days. You can do it online. Not saying you'll have the same results, but at least you're making it public for others that Nokia has repair problems.

Boy it's stories like this that make me realize I'll NEVER buy any other Nokia products.

[penguinbait]

LETS BE CLEAR HERE!!! Shouting is ok , and this a perfect place to complain, and warn others of NOKIA's incompetence. My 770 was 5 weeks at repair, the offered me cash, since the 800 had just come out I took it. only $240 though. I have 40 days in on my phone at the repair facilities, its not just the tablets, they just suck, when it comes to customer service, I venture a guess, the worst I have ever dealt with.

[rattis]

Here's another tip for dealing with tech support in general. If you are dealing with a llarge group, call back several times. maybe you will get someone better next time. Also, I wouldn't be thinking about thhe Attorney General after 30 days. And I would forget about talking to the manager's manager, it is unlikely to happen, and it is possible to talk your way so far up the chain that you realy get someone who has no clue. Above all, be patient. You may not like waiting, but your $400 only bought you so much clout.

Actually you'd be surprised at how well escalation works. The point of moving up the food chain isn't to get someone with more clue, it's to get upper management's attention that there is a problem in their part of the organization.

[rattis]

when it comes to customer service, I venture a guess, the worst I have ever dealt with.

You've obviously never been to Miami then.

[daverup]

Nokia repair is totally isolated from Nokia customer service. The customer service people are trying harder than they did last year. They simply do not have access to any real information on the actual status of your device in repair. They only act like they can help you, they can not. The executive resolution department also has no access to any real information on the repair status, they only offer refunds to cover the poor performance of the repair facilities. The repair facility also seems to be cut off from Nokia since they never seem to have any parts or replacement units.

My 770 has been with Nokia repair for 2 months out of the time I have owned it. I don't think $240 is adequate compensation.

Roach Motel indeed, they check in but they never check out.

[Texrat]

Boy it's stories like this that make me realize I'll NEVER buy any other Nokia products.

Using that logic you'll soon stop buying anything. ;)

All facetiousness aside, I am very sorry to hear these stories. I really wish Nokia had kept its US production and repair operations. Right now is a turbulent time as those operations undergo transition to mexico and a local third party (repair), and hopefully within the next several months the dust will settle and the situation will improve.

[penguinbait]

I agree, and the refund is crap, but it is your ONLY recourse, short of sending a letter and trying to take it to arbitration, good luck with that. You either take the money or stop calling us, that is the ERT solution, and only after 30 days. If you dont want the money, you have to wait, and there is no other solution, no matter who you talk to. Call nokia and ask to speak with a supervisor, or the ERT team. They will not let escalate anything, and will tell you there is nobody to escalate to. It is a bad system, designed to take all control out of the customers hands. I must say its not the peoples fault, its Nokia horrible idea of what a warranty is. But several I have run into are quite rude also, probably the fault of a system for which they need to make excuses for, and lie to end users.

[bac522]

Using that logic you'll soon stop buying anything. ;)


Nope, just don't plan on buying any other Nokia products. Best products in the world mean squat if the company refuses to stand behind you in all aspects.

[Texrat]

Nope, just don't plan on buying any other Nokia products. Best products in the world mean squat if the company refuses to stand behind you in all aspects.

The point was that the situation we're discussing has become the norm in my experience, and that of others. It's gotten so bad in general that when Lexar Media recovered lost data off my damaged thumb drive and sent me a new one at no cost OUT OF WARRANTY I almost fainted.

My current nightmare is trying to RMA a bad Netgear router. They won't even answer the phone. Now THAT is piss poor service.

I've had trouble with almost every device manufacturer I've ever had to deal with. I'm not excusing Nokia, because I'm more unhappy than anyone here about the N800 service situation (trust me), but if you think this example is limited to one company you're in for a big surprise eventually.

[penguinbait]

I agree, about buying future nokia products, unfortunately 770 and 800 have no rivals, so if you want a linux internet tablet, I am not sure what other options you have, maybe that thing from china?

Anyway, I just today took 311$ for my Nokia 6682 which has been in repair since Jan 9th. You may quote me here, I will NEVER EVER, BUY ANOTHER NOKIA PHONE.

I looked at other UMPC type devices but $400 compared to $1000 plus

Textrat, I loved my nokia 770 and I love my n800, However,

5 plus weeks for repair of 770, took cash payout bought n800
5 plus weeks for repair of 6682, took cash payout will not buy another nokia phone.

Plenty of heated conversations to Nokia support and ERT. Like I said I was told take the money or wait, you have no other option accept sending a letter to arbitration. This is entirley BS, this should go to an internal team with the authority fix it for the customer. The warranty says they have 30 days to send the device back fixed, this is not asking the world, its very resonable. Nokia, however is not reasonable.

If I send in a phone for repair, and you send it back saying you cleaned it, but it is in fact still broken. YOU (being Nokia) should pay for the shipping the second time to the repair center, thats reasonable. Nokia, says if you want it fixed, you have to pay for shipping again.

I think its resonable for them to offer a 30 day turn around time, in the warranty, but if they can not send turn it around in 30 days, then they should send you a refurbished phone at customers option, if unavailable, a new phone should be offered to be sent. This to be would seem reasonable. Reading the warranty, you might even think it is what the warranty says, but it does not, they will not send a new phone/tablet as a replacment, at least not to me. It would have been better for them to send me a new replacment 770 and a new replacment 6682, and I would not be Flaming them on this post. But perhaps, just maybe, if it becomes annoying enough, they will realize there policy is unfair to consumers, and making people not want to return to Nokia as a customer.

Short of that, they need to change what the warranty states, to quit giving consumers the false sense of what the warranty provides.

Just my opinion~

[Texrat]

I'm not arguing against anyone's experiences, penguin... just pointing out they are not nearly as unique nor as narrowly confined as some would aver. ;)

[jpj]

Spoke to the ERT rep today, who promised a same-day callback from the repair facility, who she supposedly had on the phone simultaneously with me. Did I get the callback as promised? Did the Dow Jones set a new record today? Different questions, same answer. More to come . . .

[hircus]

I really wish Nokia had kept its US production and repair operations. Right now is a turbulent time as those operations undergo transition to mexico and a local third party (repair), and hopefully within the next several months the dust will settle and the situation will improve.

Ah, is that what's been going on? In my case, I've been calling the repair shop directly, and the people there seem quite nice, but my N800 has been awaiting parts from Nokia for several weeks now.

[hircus]

I've had trouble with almost every device manufacturer I've ever had to deal with. I'm not excusing Nokia, because I'm more unhappy than anyone here about the N800 service situation (trust me), but if you think this example is limited to one company you're in for a big surprise eventually.

Some companies are the exception to this rule though. I've been generally very happy with Apple in the past - no website snafus when it comes to device registration (as happened to me with N800), fast repair turn-arounds, and when the product is buggy (like the MBP), from anecdotal evidence (I don't own one) they'd swap out the laptop for a new one (some people have had theirs replaced more than once).

Since Nokia is seen as wanting to be the next Apple, it's not too much to ask for that level of service. Hopefully things will improve soon. Otherwise they might end up like VW (good cars, good service in Europe but inept State-side)

[rattis]

Spoke to the ERT rep today, who promised a same-day callback from the repair facility, who she supposedly had on the phone simultaneously with me. Did I get the callback as promised? Did the Dow Jones set a new record today? Different questions, same answer. More to come . . .

You mean that wasn't the largest single day loss? (sorry, couldn't resist, and I don't know if it was or not).

[jpj]

You mean that wasn't the largest single day loss? (sorry, couldn't resist, and I don't know if it was or not).

Not even close.

[mattsqz]

it seems the repair facility in minnesota has their act together, my 770 will be back soon (just have to fight with ups now, as nokia sent it to the wrong address...but thats another story). only took the mn facility a few days to repair and send my 770...whatever repair facility it was at before, oh man...its been months...then they sent it to mn, all went smoothly except for being shipped to my old address.

[jpj]

Today's update: One week after escalating my case to Nokia's Executive Resolution Team, I've finally been informed that the replacement for my N800's broken desk stand has been ordered, with an expected arrival date of March 16. If it materializes, that will be 7 weeks to the day from arrival of my device at the Huntsville AL repair facility. So, in round numbers, call it a 2 month repair. If I'm lucky, that is.

[euchreprof]

I been watching your situation all this time and I just wanna say... UNREAL!!

[Texrat]

Welcome to the sad result of outsourcing... :(

[jpj]

Today's update (March 19): The Nokia ERT rep now says my replacement N800 desk stand was due at the repair facility on March 14, but did not arrive. I then received a callback from the facility, confirming the part is back ordered but should be there "soon." Finally, they proceeded to take my credit card number and charge me $25 in advance for the repair.

At least we now know the broken N800 desk stand is NOT covered by the Nokia warranty. Adding the $18 wasted on Express Mail shipping, so far it's cost me $43, nearly 2 months in limbo with no definite end in sight, and I'm still paying Verizon $60 per month for a mobile data plan I can't use (BT tethering). Damned expensive accident...

[euchreprof]

I live in Canada so when I bought my Nokia N800 I knew I wasn't covered by warranty... but I wasn't worried because of all the stuff I read on here... if mine breaks I will just order a new one and use the broken one for parts.

PS: I cannot believe they made you pay after 2 months!

[penguinbait]

&%$#@&*^% Nokia Repair!!!!

[zinoff]

My N800 webcam has the webcam "autoflip-on-rotate" screwed up as other have reported on the forum.

Here in Italy other N800 users had to wait for 60 days to get their N800 back from repair...

So caveat emptor is... Nokia support is slow.
Should I bother to send it back? Do you think the webcam is even going to be supported by gaim or the future Skype?

Cheers,
/R

[convulted]

At least you do have repairs in Italy. I live in Malta, and the Nokia representatives here told me to contact Nokia directly, who told me to contact the Maltese Nokia representatives, and so on.
So I airmailed my 770 (WSOD) to my brother, who lives in London, the UK (cost me about $56), and it was collected by courier (free of charge) on the 24th of January at 16:30. Before I sent it off to Nokia I called them and asked them what I need to send alogn with the faulty 770. They replied "everything that was in the box, and the box itself". Stupid me, I obeyed them.
In any case, the courier who picked it up from my brother's place told him to open the box and remove my memory card (64 mb rs-mmc, came with the tablet), which he promptly does.
About a month ago (it was a Thursday) I receive a call from my brother, who received a package from Nokia, containing the tablet only, without even so much as the battery cover. Never mind. Nokia is a sane company and they will fix the problem -- or so I thought.
In summary, after having spent OVER BLOODY 10 HOURS of international calls with Nokia UK (always telling me they'll call back), I called the Nokia head office in Finland, who told me they would call back soon (I laughed at them when they told me that) and I received a call back that afternoon from Nokia Italy. I explained my situation and the guy told me he'd do his best. Same guy calls back a week later (yesterday) asking me if the situation has improved. I replied in the negative and he took down some of my details to see if he could help me with it.

Thanks Nokia. Finally, don't get me wrong but I don't believe any of the "it's not Nokia, it's everyone nowadays" excuses. Even if it is true, I simply do not care. I bought a Nokia device and expect good quality customer support.

[Texrat]

Sorry for your experience convulted. I'll refrain from the objective comments you don't want to hear. ;)

Anyway, it's very unfortunate that you were informed wrong on the RMA procedure. After my own bad experience returning a monitor to a different vendor (which was corrected though) I make it my own policy to send the bare minimum back to the company. That minimizes the risk.

If you need a battery cover and/or stylus, PM me. I'll take care of you.

[convulted]

I'd rather Nokia gave me my old battery cover, stylus, battery and charger back :) Thing is I don't think it's fair me spending more money on a WSOD than I already have!

*Off to make my daily call to Nokia call center* Yay!

[convulted]

... and that handy carrying bag!

[Texrat]

convulted, I understand, but I have the items. I don't mind helping you out... just let me know.

[jpj]

"THEY CHECK IN ... BUT THEY DON'T CHECK OUT!" -- Our Credo

Well, it's finally official. As of today (April 3), after languishing at the Huntsville AL repair facility since January 26, my N800 will never again see the light of day (except possibly as a refurb if the parts ever arrive).

Nokia ERT pulled the plug and decided to issue me a refund check, supposedly within the next 2 to 6 weeks. Since I had less than 30 days usage, they will refund the full purchase price shown on my original receipt (which I had to fax for confirmation).

NOTE: After 30 days usage, the refund amount would be reduced according to Nokia policy.

[jpj]

I spoke too soon - the fiasco is not over.

Having been promised a refund yesterday, I drove an hour to the nearest remaining CompUSA and purchased another N800 (full retail), then settled in to update the OS and kernel, pair with my BT phone and GPS, install apps and data, etc.

Today another Nokia ERT rep called to inform me that yesterday's information was incorrect; my original N800 has in fact been repaired and shipped back to me. I quickly explained why this was not welcome news. Of course they wanted a copy of my new receipt to prove my story. We agreed that I will accept delivery of the repaired unit and FedEx it back at Nokia's expense, after which my refund should be processed. Sounds like more delay, doesn't it? Incompetence stretches the imagination...

[jpj]

How long can it drag on? As it turns out, the repair facility shipped my N800 back to me *after* Nokia ERT called them to cancel the repair. The UPS delivery was scheduled for April 6 (one week ago), but for some unknown reason it never arrived. UPS requires the shipper to initiate a trace, so I told ERT about it yesterday and asked them to follow up. No news yet. And of course, my refund (which I need to pay for the new N800 already bought) is still on hold until the tablet in transit gets captured and returned to Nokia.

[jpj]

At last, the final chapter: USPS delivered Nokia's refund check for my original N800 (never repaired due to lack of replacement parts) on Monday, May 7 - precisely 101 days after my device first arrived at the Huntsville AL repair facility. I've been told repeatedly this was an unusually long delay, but have no way to verify that assertion. I sincerely hope others have a more positive repair experience. This is the all-time worst in my book.

[sherifnix]

I too had my N800 gone for over 30 days. Luckily for me, I was "calmly angry" and was able to recieve a replacement N800 since they seemed to have "misplaced" mine. After 38 days they had no status updates and decided to send me a new one finally. I'm just glad I got one back and I hope I never have to deal with support again.

[benny1967]

At last, the final chapter: USPS delivered Nokia's refund check for my original N800 (never repaired due to lack of replacement parts) on Monday, May 7 - precisely 101 days after my device first arrived at the Huntsville AL repair facility. I've been told repeatedly this was an unusually long delay, but have no way to verify that assertion. I sincerely hope others have a more positive repair experience.

Sure. Only 63 days here - and I got a different, though used device (although they told me they'd repaired it). They're really fast.

[convulted]

Sure. Only 63 days here - and I got a different, though used device (although they told me they'd repaired it). They're really fast.

They promised to call me back about my misplaced accessories in mid February.. it's a bloody joke. Spent more on international calls than the unit is worth.

[jpj]

sherifnix 38 days, benny1967 63 days, add them together and get my 101 days. Who do you guys know to get such express line treatment? ;-)

[benny1967]

sherifnix 38 days, benny1967 63 days, add them together and get my 101 days. Who do you guys know to get such express line treatment? ;-)

Actually, I did get special treatment: I bought the 770 at a store that belongs to the company I work for, so I contacted the responsible product manager inhouse several times to complain. She seems to have found a way after a few weeks to make those repair guys speed up a bit. If I were a normal customer I'd probably still wait with no information whatsoever.

The product manager, btw, told me that she heard a lot of complaints like mine and they're about to cancel the contract "with this company". I don't know if she meant Nokia or maybe another company that handles the repairs for Nokia here.

[bill322]

I just received my nokia 770 back from repair. It was in for the WSOD and they replaced the LCD display. It has a bit of a shadow on the right hand side now, but the display is much better than a white screen with vertical colored stripes! The unit was shipped to the Chanhassen, MN. Repair Center with the following turn around time.

05/17/2007 Shipped Repaired Original Phone 05/16/2007
05/14/2007 Repair in Progress
05/12/2007 Received 05/12/2007

I'm very pleased with their response and the unit is the same one I sent in. It was well packed (in a box) and looks as good as when I sent it to them.

Now I wish there was a way to avoid the WSOD all together for at least 4 more years of use... -Bill-

[kashief]

I just received my nokia 770 back from repair. It was in for the WSOD and they replaced the LCD display. It has a bit of a shadow on the right hand side now, but the display is much better than a white screen with vertical colored stripes!

I had the same problem with my N810. the problem started on the right side as about 6 or 7 vertical lines. I sent it in last week, it got to them on the 12th...I hope that I will get it back by this wednesday or thursday. I'd only had it for a week before the problem came about so yea i was pretty pissed.