Re: Does your N800 have a touchscreen issue?
 

:mad: My N800 is for the last 3+ weeks in the nokia service.
I managed to get someone on the phone today and I was told that my "phone" (he actually repeated this several times in a 3 minute conversion) will need to have its screen exchanged and they are expecting the needed parts.
He concluded that they will need minimum 10 more days!

Re: Does your N800 have a touchscreen issue?
 

Well, the story continues. Evidently someone on here (thank you, whoever you are) put the Executive Support folks on my case. And last Wednesday they called, and faxed me an affadavit to sign and fax back. Of course I was a little miffed that they misspelled my name, referred to me as "her" and had filled in the date as 2006. I faxed it back the same day, and they said they'd be shipping me a new unit shortly.

Today I got the new unit via FedEx. However, I was a little concerned that it came wrapped in a baggie with the camera sticking out. IOW, it wasn't a boxed unit, and no idea if it was new or not. So went to open it to make sure nothing was broken AND...

No battery or internal SD card. Which means I have a new unit that may or may not work, but won't know until I can get them to at least ship me a new battery. Now, I had shipped mine with the battery and the internal SD card they sent because "I" didn't know if those were part of the problem or not. Considering that the unit won't run without a battery, I would think they might realize most folks would ship it back with the battery in place. I'm willing to give them the benefit of the doubt on the internal SD card (though since I sent mine in, that means I'm out one), but the battery?

I'd like to report a happy ending. I really would have liked to have reported that there would have at least been a note with an apology (if not some free swag like Amazon used to give when they screwed up). But to ship an N800 in a baggie in a manner that it can't even be tested to see if it was ok...

Hopefully I still have the Exec support number at work. I'll call them and give them another (!) chance to make things right. But this is certainly not adding anything to their "sterling" reputation...

Re: Does your N800 have a touchscreen issue?
 

I'm glad there was at least some resolution to your issue! It's my understanding there is a renewed emphasis on fixing customer service. Cases like yours have proven the need. Your diligence has no doubt helped many others!

But I will repeat: ONLY send the stripped down device for repair. No battery. No back cover. No SD cards. Strip and ship! Trust me: they can troubleshoot without them, and if the device works without your own battery, then you know where the problem lay. ;)

Oh, and I'm personally trying to use the generic term "device" as much as possible. ;)

Re: Does your N800 have a touchscreen issue?
 

My n800 arrived at the repair facility five weeks ago (April 10) via express mail. On May 1, the website recorded the status as "recieved." On May 2, it said "Awaiting Parts." It still says the same thing.
1. Shouldn't they have the parts at the repair center, saying that it is a NOKIA REPAIR CENTER?
2.Since when does it take two weeks to ship something?
When I call Nokia, they tell me that I cannot speak with a repair escalation person because they claim that I was lying about it getting there on the 10th. Come June 1, I'm calling and demanding a full refund. I can be on the phone for five hours for all I care. Somewhere in that company there is a huge, unrecgonized problem that nobody wants to address. If they will not fix my unit in "7-10 days" they should not promise me that my unit will be fixed in "7-10 days." They have three options:
-Fix my unit before June 1.
-Give me a full refund of $400.
-Be contacted by my lawyer.

It should be interesting......

Re: Does your N800 have a touchscreen issue?
 

I feel your pain. Rather literally. However, unless you happen to be independently wealthy, or your lawyer is a relative willing to work pro bono, you probably don't want to go with that option.

First, since the device costs less than $1000 you're looking (in most locales) at small claims court - and there you aren't supposed to have an attorney. Odds are Nokia won't even show up if you pursue a claim, but then it's up to you to collect. Which really doesn't put you in any better position than you are now.

Second, if your state attorney general's office is anything like mine, they will be happy to record your complaint and be willing to be cc'd on any correspondence. But unless you can find several other folks in your state willing to sign the same complaint, they aren't going to prosecute.

Best option, as you've already noted, is to be tenacious, make sure you've documented every step of the way, and be willing to hang in there while folks try to shuttle you around so you aren't THEIR problem.

Good luck!

Re: Does your N800 have a touchscreen issue?
 

damn, i spent 2.5 hours reading this thread (i go slow).

since i bought my unit via nokia.com last week, and since i notice all of the issues as well, i take it it's a feature not a defect.

the problem with companies and defective products is the cost of repair. they probably continue selling the units even the ones with suspected issues. its a matter of degree. cheaper to deal with it only if someone complains. hopefully customer won't return it.

i will try to see if i can live with it. i bought Fellowes WriteRight Screen Protectors, but seems like n800 won't work with it... what is the expected life of the unit anyways? i hear that using the stylus will wear it out? how soon?

Re: Does your N800 have a touchscreen issue?
 

Yeah, I know. That's why I made it the last resort. I'm planning to sell the tablet anyway if I ever get it back, the main thing is that I want my money back. If for some reason they try to avoid that, the law will intervene to fix that.

Re: Does your N800 have a touchscreen issue?
 

1. As I related previously, actual repair has been outsourced.

2. I can't address the first part. However, as I noted in another thread under General, experiences like yours are being recognized, and the process is being reviewed.

Re: Does your N800 have a touchscreen issue?
 

Yeah, I know that it's been outsourced. But if there is such a huge problem with them getting other companies to repair Nokia devices, is it a good idea? Sure, it keeps a few extra dollars in the company's pocket, but it also makes many customers move away from Nokia. Something is wrong with their current system. There's a huge problem and if it's not fixed, it will only grow larger.

Re: Does your N800 have a touchscreen issue?
 

Again for those who have not visited the other thread on this I have posted a picture of what mine looks like here:

http://www.internettablettalk.com/fo...8955#post48955

Re: Does your N800 have a touchscreen issue?
 

I got it back today. Funny how it shipped on the same day that I sent a demanding inquiry to customer service via email.....

Re: Does your N800 have a touchscreen issue?
 

Hi Texrat,

It seems that this is not quite true for everywhere. In Switzerland the repair center has refused to receive my N800 if I don't provide them with the stylus, battery and battery cover. Actually, over the phone they asked me to bring to them the whole package!

What i did was to ask them to note in the receipt what they have received and i got all back.

Finally, I noticed on one of their papers describing this as the procedure to send any Nokia phone for repair and also warning that all data (numbers, photos etc) will be lost..

What i understand is that since the repairs are not handled by Nokia each center works with its own rules.

Re: Does your N800 have a touchscreen issue?
 

I finally got back my N800. They have exchanged the LCD, an operation that took them a little bit more than 1 month. Now there are two new problems..

1. the metallic cover is not sitting correctly and you see a wide space on the side of the zoom buttons. Actually you see the white plastic which is (probably) the cover of those buttons. If you hold the device with both of your hands you notice this cover moves inside a little and comes up again if you press diagonally on the other side (like floating). There are also some marks (not serious but ugly) from a tool (probably screwdriver) on the top side of the plastic around the cover.
It seems that they had no clue how to open properly the device and ****ed it up.

2. The new LCD is highly responsive. Great improvement even on the areas that i thought it didn't have a problem. Nevertheless, the right side has now a shadow! It is like if you are looking an LCD from an angle..

It is really sad the whole thing.

Re: Does your N800 have a touchscreen issue?
 

In the UK the instructions are to send only the device and for the owner to keep the battery/battery cover/memory/stylus. It seems strange for the Swiss to ask for the accessories that they should in theory have access to in the workshop.

Re: Does your N800 have a touchscreen issue?
 

I don't understand why so many people are arranging repairs under warranty, especially with all the problems being reported.

My N800's touchscreen is fine on the left, pretty bad on the right and requires a lot of pressure in the middle. Plus in the past week it's developed a burnt pixel, probably due to all the excess pressure.

I'm simply going to arrange a replacement with the retailer, under the UK Sales of Goods Act, which states goods must be of satisfactory quality and fit for purpose.

Should it develop a fault after 12 months I'll do the same again. I'm not aware of any special 12 month rule in consumer law. Remember, manufacturer warranties are in addition to our usual statutory consumer rights. Our sales contract is with the retailer not the manufacturer.


Couple of quotes from http://www.dti.gov.uk/consumers/fact...page38311.html

Q2. Do I only have rights for 30 (or some other figure) days after purchase?

No. Depending on circumstances, you might be too late to have all your money back after this time, but the trader will still be liable for any breaches of contract, such as the goods being faulty. In fact, the trader could be liable to compensate you for up to six years.

Q6. Is it true that I have to complain to the manufacturer?

No. You bought the goods from the trader, not the manufacturer, and the trader is liable for any breaches of contract (unless he was acting as the manufacturer's agent).

Re: Does your N800 have a touchscreen issue?
 

It made me annoyed, just reading this. How can the authorised service centre allow a dumb technician touch our prescious devices without proper training! If there is a sign that I opened my own device even with the greatest care, I lose the warranty. I wonder what that technician will get for opening and damaging your device...

I would complain until my nose bleeds (or theirs) :mad:

Re: Does your N800 have a touchscreen issue?
 

That's disturbing to hear. The policy should be consistent regardless of locale. And I would personally hold firm on returning just the stripped down device, but that's me, and I'm a troublemaker. ;)

They don't need the parts they're asking to be included. There's just no reason to send them.

Sounds like they did not replace the faceplate. I don't know specific policy on that one, but I'd like to think it would have been. Anyway, see my thread in Accessories here about how to get free extra faceplates. That one may be messed up.

And yes, very sad. :(

I have a design for a faceplate removal tool. I hope to get it to the right people soon.

Re: Does your N800 have a touchscreen issue?
 

Great news!

I just upgraded to the new firmware (4.2007.26-8) and it seems to have sorted out the sensitivity problem on the right edge of the screen :)

Re: Does your N800 have a touchscreen issue?
 

That's excellent news jrodin! And bug [https://bugs.maemo.org/show_bug.cgi?id=1069]#1069[/url] now confirms that the latest firmware should fix the touchscreen sensitivity issue, so perhaps with a little more communication from Nokia we could all have avoided shipping our devices back for repairs and simply waited a couple of months! Sigh. ;)

Re: Does your N800 have a touchscreen issue?
 

No more touchscreen issue with the new firmware. This was sorcery! :D

Re: Does your N800 have a touchscreen issue?
 

Yes here the same results. Now the screen is good..

Philip

Re: Does your N800 have a touchscreen issue?
 

Yes, this is awesome. This fixes the one major issue I had with this device. Thank you Nokia.

Re: Does your N800 have a touchscreen issue?
 

They fixed the problem in this firmware some say existed only in a very very small number of tablets. Yeah, right.
But nice nevertheless.

Re: Does your N800 have a touchscreen issue?
 

Yep, very nice indeed. This alone is a reason to upgrade the firmware.

But I'm surprised that it all could be done in software only. I would have thought that the touchscreen is not of the best quality.

Would be good if the sensitivity/responsiveness could be adjusted in the control panel.

Re: Does your N800 have a touchscreen issue?
 

Yes, so far, my right side screen sensitivity problems have also been resolved with the latest firmware.

With the latest firmware the screen sensitivity can now be adjusted...Control panel...Text Input settings..Thumb board...

Re: Does your N800 have a touchscreen issue?
 

It could be interesting to republish the poll in order to know how many people benefitted from the new firmware. I am amongst them, time spent to upgrade had been definitively well spent for this reason alone, touchscreen issues resolved (well, not 100% but definitively WAY better, now!)