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.
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.
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 ...
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.
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.
