Nokia's blog discussing US repair/service issues

[agahran]

Hi, all

Many of you have probably heard about the remarkably slow and poor repair/replacement warranty service that Nokia offers in the US. Nokia's new blog, Nokia Conversations has recently started discussing this issue. If this topic interests you, you might want to join the comment thread on this post.

I'm one of the dissatisfied (former) Nokia N95 users who ran into Nokia's poor US service when my otherwise perfect N95 bricked during a firmware update just three days after I received it. I started blogging about this problem a couple of months ago on Contentious.com, and two Nokia corporate communications people (Charlie Schick and Mark Squires) started engaging with me there. Soon afterward Nokia launched its own blog, and they are addressing the US service issue there. So far they haven't indicated any real progress, but at least they're talking -- and listening, I think.

I'm hoping more US N95 users will engage Nokia directly and constructively on this topic, because it's possible that, despite their past track record, they might be willing and able to make real improvements to US service if they get enough public input and pressure. And if that happens, I (and others) might once again feel comfortable buying and recommending the N95. Personally, I think it's the best device available for pro-quality mobile reporting and blogging (I'm a journalist) -- but without decent US service, it's too risky and not worth the hefty price.

So if you join in, I'm hoping you can advise Nokia on which specific improvements they could make, in addition to telling them what your experience with ther service has been so far.

Thanks,

- Amy Gahran

[brad1240]

Amy

Thanks for your effort with Nokia's service in the US. I had a N95-8 for 15 days when the screen went out or kept flickering. I sent in to the service center in Huntsville and received it back in 2 weeks with a hand written note saying corrosion not under warranty. I sent the phone Jack's place to have them advise me on the problem and all it took was a new screen and my phone was fine.
I was treated very rude by the service center and called another 800 number they gave to me. The executive there was very very rude I could not believe how they could treat somebody that bought a 700.00 phone and had for only 15 days. I have a N95-3 and 2 N95-4 I love them but there service is terrible. I have since turned all of the paperwork over to my Attorney to file against Nokia. I ask the service center for a report on where the corrosion was on the phone and they refused to give to me. Tat is because there wasn't any. What a sorry way to treat your customers.

[agahran]

Wow, Brad, that's such an awful experience. I suggest you stop over to the Nokia blog and leave a comment about it on the US repair post. Like I said, Nokia does appear to be listening there.

Good luck with your efforts to get them to make good on this...

- Amy Gahran

[brad1240]

I posted it in the Web site link yo suggested. Thanks Now Let's see if they post it.