repair (wsod)
 

770 went out a month after purchase (which was the middle of august..)
been busy, just now sent the unit back (on the 4th) with the printed out pdf and a copy of the receipt...hopefully it comes back soon...

(btw, how does nokia return the units? fedex, ups, usps?)

Repair History:

Status Date Status
12/12/2006 Awaiting Parts
12/11/2006 Received


it is now the 28th..called them yesterday and they said to give it another week..hope im not getting the runaround.

Re: repair (wsod)
 

Repair History:
Status Date Status
01/12/2007 Repair in Progress
12/12/2006 Awaiting Parts
12/11/2006 Received

finally!!!!

Re: repair (wsod)
 

gah..this is ********.

they said i can either wait indefenitely, or fax them a copy of the receipt and theyll issue me a refund...

i asked if they can just send me a new one instead of a refund, and they said no. wtf?

Re: repair (wsod)
 

Aren't you better off with a refund? You can then buy another 770 and get a full 1 year warranty, or buy a N800 for $40 more, or spend the cash on something else entirely.

It is odd that Nokia can't repair or replace it - does this suggest 770s and their parts are in short supply? Or maybe this is Nokia policy to refund rather than replace, with the side benefit being a potential migration of 770 users to N800.

Re: repair (wsod)
 

It's when I hear stuff like this that I'm thankful I'm living in a country where there are laws about such things.. they have a week or so to figure out if they can fix it, if they can't they are by law required to give me a new one. Oh, they all try to wriggle out.. but they can't.

Re: repair (wsod)
 

What country might that be, if you don't mind my asking?

I'm also experiencing first hand the glacial pace of Nokia's US repair facility. Ten days now after signing for my incoming unit, and they still haven't even logged it into the repair database.

By comparison, my independent Honda mechanic replaced my transmission in one working day. Of course, there's a difference - he has competition, and cares whether I come back or not.

Re: repair (wsod)
 

Sometimes repairs don't make sense for a certain issue, or there are logistics hurdles. The latter tend to be compounded by corporate bureaucracy. Unfortunate, and no real excuse, but it happens.

I don't get the lack of replacement option though...

Re: repair (wsod)
 

i will try to call them tomorrow, as i do not work on thursday...maybe i can talk to someone that will be able to get me a working unit...

i am hesitant to accept a refund, as i have heard others getting only $250 in refund for a device that costs $350..that would be unacceptable.

Re: repair (wsod)
 

maybe ill finally get somewhere? can someone tell me what the executive resolution team is..;)

Re: repair (wsod)
 

I got the same email. I'm calling them, again, tomorrow and I'll be asking to talk to a higher up for sure. I'll be reporting back here or on the other repair thread... good luck.

Re: repair (wsod)
 

Well, before calling them I checked online... It's been shipped to a different location. This is just silly.

The repair status of your phone is:
We received your Nokia 770 device, serial number ##########, in our repair center on
January 19, 2007. Upon inspection, we determined that your specific device should be repaired at another repair center, and it was shipped to that location via NULL on February 09, 2007.

Delivery estimate to the new repair center is approximately 3-5 days.

Once the device is received into the new repair center, the turnaround time for in-warranty repairs is approximately 7-10 business days. The new repair center will strive to prioritize your repair due to the delay caused by the transfer. More about estimates >>

You will be contacted if the required repairs are not covered under warranty.

Please note that in some circumstances turnaround timeframe may be longer (quote approval needed, parts on order, etc.)

Please check back for the latest status information.

Thank you in advance for your patience and understanding.

Repair History:
Status Date Status
02/12/2007 Shipped Transfered
01/22/2007 Repair in Progress
01/19/2007 Received

Re: repair (wsod)
 

me too.. :\

what is this crap, waiting for parts, repair in progress, then shipped somewhere else?

Re: repair (wsod)
 

Well - the 30 days have passed. I called and they are sending me a refund of $240 only. Oh well - it's better than nothing. The escalation superhero team person - or whatever they are called - was actually very nice and helpful. So - I have just ordered the n800. Cheers.

Re: repair (wsod)
 

A refund of $240 is unacceptable for a device that cost me $350 6 months ago, half of whos life has been spent in nokia's repair maze. They're about to turn me into a White Customer of Death™. Perhaps a class action and a list of people effected by this idiocy, sent to the BBB would help them?

Who knows. What i do know, is that if I had sent a product in for repair so soon to any other company and they offered me a refund, it wouldnt be for the worth of the product hardware after failure. it would be for the purchase price.

Nokia is trying to buy back failed 770's without regard for warranty it seems. it is their duty to repair or replace these devices. not offer $240 for a $350 device. as a matter of fact, if they didnt have such horrid customer service i would expect my warranty to be extended 3 months because of this...but thats a pipe dream.

this is the worst treatment of customers i have come across in a long time...

im gonna sit it out a few more weeks, give them 10 days after it arrives at this "new repair center" and see if this insanity comes to a close...if not..im demanding my $350.

Re: repair (wsod)
 

If it's been more than 30 days, so just call and tell them that you either want it replaced with a new one or you want a refund - period. It doesn't matter at this point if they are actually going to fix it. The money is based on its age. I didn't give them my receipt, and he said I would get less money if I sent it to them. yilkes. It's a bit of a rip off, but I have no time nor energy to deal with it further... Good luck!

Re: repair (wsod)
 

they told me before that they would give me a refund and that i would have to fax them my receipt to get it..

Re: repair (wsod)
 

UPDATE:

starting over again it seems...

Re: repair (wsod)
 

yyeesssss!!! i guess this other repair center they shipped it to has their act together. 5 days later its on its way back to me. i hope nokia revoked the contract for that other repair center...3 months is rediculous..

Status Date Status
02/28/2007 Shipped Repaired Original Phone 02/28/2007
02/23/2007 Received 02/23/2007

now -that- is more like it. its already halfway here via ups, according to the tracking number.

Re: repair (wsod)
 

I keep telling you guys: the original plant is closing. Production and repair are being farmed out. It's a mess right now and I'm sure it will get worse before it gets better.

Re: repair (wsod)
 

dear god.

they sent it to the wrong ****ing house!!!

i moved while i was waiting the ungodly amount of time for it to be repaired, called over a month ago with my new address, they still sent it to the old house over an hour away. UPS is being no help, they said to call corporate after 7pm and they would be able to have the package held at the hub here in town for me to pick up. i called, now theyre telling me to call before 8am. now i likely wont get it until monday. gah...this is the single most frustrating pile of **** ive had to deal with in a long, long time...

Re: repair (wsod)
 

good excuse for a beer at this point!

Re: repair (wsod)
 

well, it should arrive tomorrow. hopefully i dont run into yet another snag..

Re: repair (wsod)
 

Dont get me wrong i love this 770 but not enough to take the BS they seem to be dishing out! and another thing someone mentioned a lawsuit,good iea because i'm guessing if you went into a store and asked to buy a nokiaxxx but $100 off as it was made 6 months ago they'd have a funny look on there face!

In the UK here theyd never get away with that refund crap! no matter the dealer of the device if it dont work it gets replaicede or repaired if you agree !

Re: repair (wsod)
 

Actually many states in the US have state laws that protect the consumer against this type of BS. Before taking the refund you should check to see what laws exist in your state. Nokia has to honor individual state laws.

Re: repair (wsod)
 

Yeh, the quiet guy gets stuffed every time, the stores are training staff to let people whob dont know their rights walk away! me and my friends as kids drove all the city centre stores and their staff crazy as we knew the consumer law better than them, back then we just wanted new trainers(sneakers) but we refused to leave as we knew our rights, what has that to do with this thread u might think, I think the same principle would get better results for the consumers of faulty devices!

Learn a few basic consumer laws and refuse to take less than 100% !

Re: repair (wsod)
 

well its here and working well. updated to 2.2, having issues with the application manager but i think its related to an app i installed, as it was working fine up until i installed a couple more apps...then suddenly broke.