Re: Does your N800 have a touchscreen issue?
 

I don't lie. I have no reason to.

Are there touchscreen issues? Yes. Do they affect more than 5% of devices manufactured? Highly doubtful. It's fine to speculate either way but I've seen the evidence first-hand.

I'm not going to go on another spiel about quality assurance practices and probability. I think I've done it to death. But people would do well to remember: happy customers don't complain. The silent majority isn't experiencing these issues. Even if this thread was filled with a majority of owners reporting touchscreen problems (50% at the moment) that STILL does not mean that the majority of devices manufactured exhibit the reported problem. It simply means a group has aggregated on a dedicated forum.

I quite frankly don't understand why this is so difficult for some to understand.

I'm not trying to be a jackass but please-- a little intellectual honesty goes a long way. I also don't appreciate insinuations that I'm lying about the scope of this issue.

And of course potential buyers have a right to know about problems they might encounter-- but there's no relationship between that obligation and the magnitude of the problem... so I'm confused why you strung those sentences together.

Re: Does your N800 have a touchscreen issue?
 

The problem is your sample size is still WAY too small, so no, your experience isn't violating rules of probability. You're making the common error that what you view represents the whole. Same goes for "testing a few devices". You are conveniently ignoring what I've said about the problem occurring in batches.

As I've also said before, I've touched thousands of these devices at this point (just a few more than 10). Out of that number released for sale, less than 5% have exhibited touchscreen defects. Most devices that exhibited the problem were removed from sale lots.

I'm curious as to how you're sure that Nokia has not identified the reasons. ???

EDIT:

As long as we're talking personal experience-- I own several N800s. Not one has any sort of touchscreen issue. In addition to those, I worked with about 15 devices for testing purposes. Out of that number, one exhibited problems with the scroll bar and that was corrected with a firmware update. In addition, 1 pre-production device had a problem with the touchsreen frame (I documented that one here) that did not make it into production devices. So... about 20 or so devices with 1 hardware touchscreen issue out of that number.

Again, I'm not trying to trivialize the actual problem for those experiencing it-- just trying to introduce some perspective. The issue itself isn't overblown, but the discussion around it sure is IMO...

Re: Does your N800 have a touchscreen issue?
 

I am not trying to say I am sure. I am making this assumption based on the way they do repairs. Can't they identify faulty batch of touchscreens and try not to replace one faulty piece with another? And if it is something else than a touchscreen why even try to replace the LCD? Isn't it so that identified cause ~= known solution (exceptions apply)? Or isn't that knowledge company-wide? I know that also 3rd parties do repairs for Nokia but at least this kind of information should be shared to repair networks. Why don't they have this knowledge here in the very heart of Nokia land?
I've always believed that internal information interchange works fine inside Nokia as I've worked for them since 2001 (or I did work until moved to newborn Nokia Siemens Networks). That's why it sounds so unreal to me that they identified reasons but they actually do not implement their knowledge.

Re: Does your N800 have a touchscreen issue?
 

Unfortunately, there tend to be disconnects (in any large corporation) between development and repair-- especially with new devices. Corporate bureaucracies are a normal (unfortunately) situation that inhibits the spread of information within an organization.

I'm surprised to hear you say that information exchange works fine in Nokia, given what I've experienced. Information flows down well, sure, but the upstream situation... could use serious improvement. Same for outward dissemination of info, especially where field defect discoveries are concerned. I can't say any more on that.

This does not excuse the situation, just explains the biggest stumbling block to resolving the current flawed N800 repair/replacement process.

EDIT: I've repeated this ad nauseum, but the recent reorganization within Nokia and especially the closure of the last US production facility have had a SEVERE impact on reverse logistics.

Re: Does your N800 have a touchscreen issue?
 

This has been an interesting thread. I see that the poll, which was at first overwhelmingly negative, has finally pulled into being even. This goes to show that what has inadvertently amounted to a lengthy campaign can tilt an issue significantly,

And I see that the person boasting about legal action has come to the sensible decision not to sue after all.

Re: Does your N800 have a touchscreen issue?
 

Well, I can't blame EwanG for being angry. He deserved better treatment, as does everyone experiencing problems of any kind. The part that worries me is, how many other tablet purchasers feel the same way? I don't think Nokia can afford to anger a new user base if the tablet platform is to survive.

Re: Does your N800 have a touchscreen issue?
 

Well I don't have a fixed screen yet, but the guys in the service centre were familiar with the N800, and seemed confident that all that was needed was to replace the screen component. They don't yet have this component for the N800 right there, so they gave me a choice between sending my N800 off for repair - taking one to two weeks - or waiting until they get the replacement components in the shop. Since my N800 is still far from unusable, I chose the latter.

They couldn't give me a precise timescale for when the components would be available, but they seemed confident that it would be pretty soon.

Any comments? Is that consistent with others' experiences?

- Neil

Re: Does your N800 have a touchscreen issue?
 

Texrat, I examined your posts on this forum a bit more closely and came to the conclusion that you are (at least on some occasions) somewhat biased. Any remark that could be harmful the N800 (sales) in some way or another, is bashed. Understandble, but hardly constructive.

This is not a Nokia 'sales rep' forum, so I think it's not helping this thread to comment on your remarks other than what I've said earlier. I stand by my post.

Re: Does your N800 have a touchscreen issue?
 

I think Texrat sees the problems from a different perspective to the rest of us, and his comments shouldn't necessarily be taken as bias, perhaps he is more informed or differently informed than the rest of us.

Texrat is probably right that this problem is affecting only a small percentage of units actually sold, and you have to remember this is a user forum and people will post most about their problems thus making a problem that affects only a few units look far worse than it really is.

Texrat is openly critical of Nokia Customer Service, while he also defends the hardware when perhaps we as users over inflate the scale of a particular fault. I'm not sure he's biased although he is a Nokia employee, he certainly doesn't defend Nokia blindly and I welcome his input. :)

Re: Does your N800 have a touchscreen issue?
 

Oh, it just gets better...

So I got a padded envelope from the Nokia repair folks this afternoon where the flap on the envelope was sealed to the inside - IOW, the envelope was sealed OPEN. There's a letter inside apologizing for the delay in replacing my device, but THERE'S NO DEVICE INSIDE.

I give. Seriously, I can't imagine a more f'd up handling of a situation in my life than what has happened here. I really can't decide whether to laugh or cry at this, but I know that I will NEVER, NEVER, NEVER buy another Nokia product again...

Re: Does your N800 have a touchscreen issue?
 

Yes milhouse, I can agree to some extend: Texrat really adds to this forum. But I just think he's a bit biased in threads that are potentiallly harmful for the n800.
But it's alright to have different opinions. :)

Re: Does your N800 have a touchscreen issue?
 

I sent my n800 in yesterday as almost the entire left hand side of my device's screen was dead. I had to use a great deal of force with my finger just to get the application button to open up. Quite frankly, this is unacceptable. I bought the device for a trip to Europe and I have already spent more than $200 on accessories for it. After reading this thread, it looks like I won't have it back before I leave (June 26) since Nokia is streching their 7-10 days to a matter of months. I knew that I should have opted for the in-store warranty....

Re: Does your N800 have a touchscreen issue?
 

You need to read again. Milhouse is correct. You are not, sorry.

I am biased in that I want the platform to succeed. However, I am objective in a) wanting to stick to facts, logic and common sense and b) acknowledging where Nokia has actually screwed up... as opposed to where justifiably angry people leap to unwarranted assumptions.

I stand by MY posts too, bud. And I'm not a sales rep. Not even close.

I also think you owe me an apology for implying I lied about the scope of the touchscreen problem.

EDIT: I'd also like you to point out ONE example of where I "bashed" a complaint post. Just one. Hint: doesn't exist.

Re: Does your N800 have a touchscreen issue?
 

Anyone who can recommend an image hosting site? I'd like to post the pictures of this envelope and the Nokia form letter that came with it. I'm still just totally amazed that the repair center could have made such a mistake.

- EDIT - OK, got photobucket, posted images in later message

Worse, while you are required to ship the item to them insured, they used USPS with NO INSURANCE to ship this back. So now I really have to either write this off as lost, or sue if I want to have anything to show for my $400 besides an empty box, a charger, and an empty envelope...

Re: Does your N800 have a touchscreen issue?
 

Bud?? Sorry, I don`t fancy that kind of 'Texas style' choice of words.

You are not a sales rep? Then stop to sound like one.

I am sorry that you seem to think I owe you an apology; typical, as I never specificly said you were a lyer. We only have a difference of opinion. I will CERTAINLY NOT apologise to you. Arrogance in it's most obvious form.

You state that you also acknowledge where Nokia screws up. I only find threads were you question support chain problems.

I think I posted in this thread in a decent fashion. The 'tone' of your reply is too 'agressive american' for my taste. This is Europe, 'Bud'. Zak onmeunig in oe eig'n driet hoop.

Re: Does your N800 have a touchscreen issue?
 

OK, I've added two pictures via Photobucket. In the one picture you see the envelope, the form letter, and a little sleeve that the device was probably supposed to be in. Notice that the sleeve wasn't closed either. Quality work Nokia...

http://i135.photobucket.com/albums/q...G_0040_web.jpg

Second image, somewhat blurry, showing how the envelope was sent with the flap glued to the INSIDE, keeping it open.

http://i135.photobucket.com/albums/q...G_0043_web.jpg

Re: Does your N800 have a touchscreen issue?
 

My nominee for best unintended irony of the day.

Nice equivocation though. Saying someone isn't telling the truth is the same as calling them a liar.

I have nothing more to say to you. I think I've reached my tolerance threshold for hypocrisy and hyperbole. Believe as you will-- you have every right to be wrong.

I do apologize to the board for my part in this exchange though. I'll go back to trying to be more objective now.

Re: Does your N800 have a touchscreen issue?
 

Thanks for making my point so obvious.

Re: Does your N800 have a touchscreen issue?
 

lol... more irony.

Time to add another troublemaker to the Ignore list.

Adios... bud.

Re: Does your N800 have a touchscreen issue?
 

And in case you're wondering what Nokia's response to this is:

Dear Ewan,

Thank you for your response.

We understand your concern with regards to the return of your Nokia N800 Internet Tablet.

Ewan, we have placed an order with our repair facility to investigate the shipment of your Nokia N800 Internet Tablet. We recommend that you continue to check with our web site regarding the status of the shipment of your tablet. We regret any inconvenience this may have caused.

If you have any additional questions, please contact us. To ensure proper handling, please continue to use the current subject line.

Thank you for choosing Nokia for your mobile needs.

Dan
E-mail Specialist
Nokia Inc.

---

Yeah, I'd hate to think that they'd go to any special effort on this. I'm sure this happens all the time...

Re: Does your N800 have a touchscreen issue?
 

Ewan - my N800 came back from repair in a very similar padded envelope and the same bubble wrap pouch - I did think at the time it wasn't very much protection for such a large and fragile screen, but at least in my case the envelope had been closed correctly! I suppose it's possible someone opened and incorrectly resealed your envelope having emptied it of it's contents, but either way you shouldn't have to sue or write this off as a loss - Nokia should be liable and should now send you a replacement device, hopefully brand new (more spare accessories!) :) Or a full refund.

PS. Nice carpet! ;)

Re: Does your N800 have a touchscreen issue?
 

Carpet is a throw rug so minimize the impact of the dog on the real carpet... :D

As far as the bubble wrap pouch - you'll notice that in my picture the adhesive strip is still there, and so was never removed to seal the device in. Did you notice if your bubble wrap pouch was closed? It occurs to me that if they only carry one standard size for their phones, that they might never close those on the N800s...

Just trying to figure out how someone could have "accidentally" sent the package in that condition.

Re: Does your N800 have a touchscreen issue?
 

Indeed, time to put you on ignore, Texrat.
You can't really help being what you are. Tip: get a life. Scrolling through your post makes me wonder if you have one. Guess not, you seem to be on this forum 24/7.

Re: Does your N800 have a touchscreen issue?
 

My bubble wrap pouch was _not_ closed - I still have it, and it has a bluey-green (cyan?) strip of plastic covering the adhesive, the pouch itself is pink. :)

Re: Does your N800 have a touchscreen issue?
 

Putting Texrat on ignore will only locate you even further away from authoritative opinion from Nokia than you are already, which is saying something. Personally, I think that Texrat is being heroically objective in this thread, except that he is sometimes a bit too nice for my taste.

Re: Does your N800 have a touchscreen issue?
 

lol... thanks geneven.

I did get a little irritated with the little malcontent and regret descending to that level but it was only because I'm a little tired of counterproductive hyperbole and abject nastiness clouding constructive dialog. I can't get irked like that with EwanG because, even in his righteous anger, he's very methodically documenting his frustrating situation ( a benefit to everyone) and avoiding mere irrational outburts. I wish more people experiencing problems with Nokia's service would learn from his example. Even more I wish Nokia would get the message and fix his problem properly! *sigh*

I thought about this sitation a bit though and came up with what I think is a reasonable approach to illustrating why a few people are going overboard on this.

Looking at the member count here, let's make a safe assumption and say 3000 registered forum members represent actual tablet owners. Out of that number, let's say 1500 own N800s. Now, looking at the poll here, let's assume the number represents half of the 1500 owners experiencing the reported touchscreen defects. That leaves 80 out of 1500 for a defect rate of 5.3%. A bit over my max estimate BUT not too far off and certainly within reason.

I do understand that to the person buying a defective unit and dealing with EwanG's nightmare this is cold comfort at best-- but when I post these little spiels it's in order to educate the general public on the reality of consumer device production, NOT to diminish the experience of the individual. I realize most here get that, but some obviously resist the acquisition of knowledge with the ferocity of a hurricane...

Re: Does your N800 have a touchscreen issue?
 

My n800's touchscreen seems to have improved over the weekend. Maybe the sunglasses case allows too much pressure on the screen? It's usually inside my pocket, but for the weekend it sat on my desk.

Re: Does your N800 have a touchscreen issue?
 

So, it's been several days, and the only further communication I've had from Nokia was a request to respond to a customer satisfaction survey. Geez, I wonder how surprised they'll be that I'm "Very Dissatisfied" at their service since I now have no device and am out the $400 I spent on it because they couldn't be bothered to purchase insurance when they sent the device - even though they require YOU to do so when you send it in...

Re: Does your N800 have a touchscreen issue?
 

Still nothing from Nokia about my missing N800. Seriously, do y'all know of anything I can do about this short of going the legal route? I'm not keen to get lawyers involved in anything given another choice, but I have a hard time just sitting here looking at my empty N800 box and thinking that's all I have to show for a $400 investment.

Anything I can do?

Re: Does your N800 have a touchscreen issue?
 

Are you in contact with anyone at Nokia? You should be pursuing this through the support team and seeking resolution that way - it's not right that Nokia aren't dealing with this on your behalf.

What has the response from Nokia been so far - still only the customer satisfaction survey? It might be worth contacting someone (anyone) you have a number for at Nokia and getting them to direct you to the relevant group.

Re: Does your N800 have a touchscreen issue?
 

I just keep getting referred back to the email support and the website since they are supposed to be "handling it" since I have an issue ID.

Guess there's really nothing to do then. Oh well, hope that none of y'all have the same experience I've had. Guess there's not much point to my continuing to drop by here since I don't have an N800 anymore.

Good luck all...

Re: Does your N800 have a touchscreen issue?
 

Ewan, don't give up yet! Keep badgering them! This should not and cannot be allowed to happen!

Man, this experience is really irritating the crap out of me... :mad:

Re: Does your N800 have a touchscreen issue?
 

I took my device to the Nokia store in Helsinki on Monday, got it back on Friday the same week, exactly as estimated (with a replaced screen). This is a huge improvement to my experiences with the 770 repairs -- several weeks without communication and no time estimates.

The only thing I can complain about was the queue: I'd have thought it would be stupid to make people with broken phones crowd and get pissed off in a "flagship store"...

Re: Does your N800 have a touchscreen issue?
 

My N800 is going to service point once again as soon as I have time to go to Helsinki downtown. A bit more than week after the first repair the touchscreen sensitivity (or its lack) is slowly reaching the level from before repair. It's progressing even when the device is left unused. I was not using it for about three last days. It was just laying on but untouched for three days and now I can see that screen behaves noticeably worse. At the very right edge of the screen I again have to push hard to drag a slider and move it. Is this really a touchscreen issue or some other part of the device making touchscreen damage?

Re: Does your N800 have a touchscreen issue?
 

As has been suggested previously, there are indications that in some cases the GPU itself may be corrupting the touchscreen. That would explain the situations where an LCD is replaced and the problem recurs.

Re: Does your N800 have a touchscreen issue?
 

No touchscreen issue, but tons of other problems. Contact import does not appear to work. The Opera browser is not compatible with Google documents. The CKJ fix for Chinese characters does not have an installer. The PDF documentation is devoid of procedures and valuable information. There's no visible method to exit to the OS for command line work.

Re: Does your N800 have a touchscreen issue?
 

griz, some of these are widely-discussed issues with explanations and work-arounds heavily discussed in this forum. For example, you'll need to install an xterm client such as osso-xterm for the latter issue. A search can turn up the other discussions.

Re: Does your N800 have a touchscreen issue?
 

Nokia has not answered any of my emails since I filled out the questionnaire, so it's obvious that they are not willing to take any responsibility for what has happened, or to even be honest and tell me that they aren't going to make things right.

So I'm faced, again, with either filing some type of legal action, or writing the cost of the unit off. Can I assume those of you who keep pushing me to keep pushing Nokia will agree that it's pretty pointless at this juncture?

Re: Does your N800 have a touchscreen issue?
 

I would phone someone - anyone - and get put through to the right person at Nokia. It's easy to ignore emails, it's more difficult to ignore a phone call. I think legal action is a hammer to crack a nut and I'm sure you must be able to contact someone at Nokia that will accept responsibility for what has happened. I know when I sent my N800 in for repair I had no contact details other than the generic "Nokia Helpline" email address and by hook or by crook I managed to track down the phone number for the group within Nokia responsible for my repair (I'm in the UK so can't help you I'm afraid). Did you receive any paperwork with with phone numbers in the envelope that should have contained your N800?

Re: Does your N800 have a touchscreen issue?
 

Same here, before I found this forum I filled out the form "E-Mail service" on Nokia.de. No one has answered yet. I own two N800 and both have touch screen issues.