Tag Archives: Nokia Repair Centre

Nokia repair services review part 5 – Nokia were unable to repair my Lumia 800, instead they decided to exchange my phone for another one in a poor condition with scratches on the screen.

On Wednesday 14th Nov 2012, I have received an email from Nokia Repair Centre‘:
Hi Chi,
We were unable to repair your Nokia Lumia 800 and have instead exchanged it for you. The replacement is now on its way back to you via UPS. The UPS tracking number is 1Z5760X46850xxxxxx and you can check its status by clicking here or go to www.ups.com/uk

At this point, that means all the data I did not managed to back up will be gone completely, as they are unable to repair my Lumia 800 and going to exchange another phone for me instead. The good thing is, I will be expecting the exchanged phone are in good condition, e.g. I understood it is just an exchanged phone, probably someone already used before i.e. a refurbished phone. However, I would expect this phone won’t have any scratches, watermarks, i.e.. Moisture marks, fingerprint on the screen, and it is on the latest Operating System and Firmware …etc.

I received the phone on Thursday 15th Nov 2012 as expected; I was surprised after I unbox the packaging. The exchanged Nokia Lumia 800 was in pretty bad condition, can’t believe the exchanged phone they send back to me has scratches all over the screen and at the back of the phone it also has lots of watermarks, i.e.. Moisture marks, which is probably cause by the plastic case. It looks very disguising, I don’t even want to touch that phone. Could you imagine what could cause this watermarks/ moisture marks, is the previous user may put the phone into their pocket, and the swear/moisture stuck between the case and the back of the phone…

Scratches on the screen [it is hard to show on the picture, but you can still see it]
Nokia Lumia 800 screen scratches

Scratches all over the camera plate
Nokia Lumia 800 scratches all over the camera plate

Moisture marks at the back of the phone
Moisture mark at the back of the Nokia Lumia 800
Then I tried to contact Nokia Care view email and Nokia Twitter account, hope they can get back to me, as you may realise Nokia trying to fix my Nokia Lumia 800 issue since beginning of Nov 2012, and I has been sending off my phone to them for 2 times already, and every time I receive the phone back, I do not think people in Nokia Repair Centre are trying their best to solve the problem properly and ensure the customer is satisfies with the repair. I have been messaging Nokia Twitter account and they have notices the problem I am had. They have advised me to contact another email.

Then I went to Nokia website and realise they have an online Live chat section, with I could talk/message to Nokia Care team directly. I had explained my situation once again provided all the information I had, e.g. IMEI number, Customer Reference … etc and uploaded the picture of the exchanged phone. He said the will flag this issue to resolution team, and they will get back to me as soon as they can. I knew that if they do not get back to me on Thursday 15th Nov 2012, I would need to wait until next week until they can give me another exchange phone or collect this exchanged phone and replace me with another one.

I would guess, as I supposed to get my phone fix properly at the first time [which should only takes about 1 week], but now they have exchanged a poor condition phone for me after their second attempt to fix my phone. I would expect they should treat this case in more high priority, as it could cause me not be able to use my phone for more than 3 weeks.

However, I still have not receive any call back from Nokia Care/ Resolution team, so I have contacted the Nokia Live Chat, at 1720 on Thursday 15th Nov 2012, and see if they would contact me today and try to get the problem solve. I had belief explained my situation again, the Nokia care has made another note to ask the relevant team to contact me. Finally around 1915 on Thursday, Nokia Care Escalation Team has contacted me, however, she doesn’t seem to know/read the conversation which I had messaged via Nokia Live Chat, she keep on thinking Nokia Repair Centre did not managed to fix my Nokia Lumia 800 once again and told me to book another repair and this time, she will allocate me to another Nokia Service Centre and their engineer will evaluate the phone in more details, try to fix the phone. She don’t really understood the situation is , Nokia Repair Centre has exchanged the phone for me with a poor condition phone, which has lots of scratches on the screen and lots of watermarks at the back of the phone. I have to explain my situation to her again. This is my THIRD time to explain my issue. I do hope Nokia Care has a better communication software [Call logging], which allow them to track/read different conversation related with the case from different department, so that as User/Customer do not need to explain the issue again and again.

She has suggested me to book another Repair collection, so that their engineer could fully investigate the situation of the phone and make the appropriate replace if possible. In the meantime, I have proposed that Nokia should send me another phone first, and let me inspect and evaluate, once I am happen with the condition of the exchanged phone, The carrier can pick up that poor condition phone, as I will not accept a exchanged phone which has scratches all over the screen [as in the promotion video did show that Nokia Lumia has gorilla glass, which has hard to get scratches, in this situation, the exchanged Lumia 800 do have lots of scratches, it would make me imagine that phone has been in serious damaged. If I do accept that phone, no one could guarantee, and no test report to show that if there has no internal hardware issue at the moment, but after few weeks I accepted the phone, the internal hardware issue my start to appear]. Otherwise, it will waste my time to having to book another repair and having the hassle /chance that, they repair me with another poor condition Nokia Lumia 800.

Unfortunately, she said the rule in the Nokia is. I have to send the phone back to Nokia Repair Centre and their engineer will have to inspect/ evaluate the exchanged phone and provide necessary replace/fix. Then send me back the repaired exchange phone. I did once again inform them, I WILL NOT ACCEPT the exchanged phone with scratches on the screen and lots of watermarks on the back on the phone, as well as the phone did not have latest update, which mean I would need to spent another 1.5 hours to update the firmware. She said she will put a notes onto my case with my IMEI number to ensure their engineer will try their best to see what they can do.

Once again I had booked a repair and UPS will collect my phone next day.

Wish me Luck.
To Be continue…

Nokia Repair Services Review Part 4 – Escalate the issue regarding Nokia Repair Centre Failed to repair my phone properly

Nokia Care Escalation Team finally contact me on Friday evening 9th Nov 2012 [the day after I emailed them and sent off the Nokia Repair Feedback form] regarding the issue I had after Nokia Repair Centre repair my phone. I has explained the situation again, and would like Nokia Care to arrange another collection for me and also ask them to put a notes to inform Nokia Repair Centre to provide me a test report after repairing my Nokia Lumia 800. However, they said the tools which they use to book for delivery has been removed from their system, I have to arrange it by myself. They have emailed me the instruction, what I need to do in order to book for collection and repair of the Nokia Lumia 800.

In the conversation, I have asked
if Nokia would provide a replacement phone to the client when my Nokia Lumia 800 has been send out to the Nokia Repair Centre, which mean I will not be able to use my phone for next few days, it could takes 5-10 working days.

They said Nokia do not have this services, If I go to Nokia Repair Centre, maybe I could ask the staff in the Nokia Repair Centre and see what they can do.
The problem is If I do go to Nokia Repair Centre, I guess the cost for transportation, could probably enough for me to get a low cost android phone, as this is the second time I need to send off the phone to the Nokia Repair Centre, it cause more inconvenience, as I do not expect, I could not use the phone for the long.

Also I have explained to them, how I felt Nokia Repair Centre is not professional and would like them to add a note to the Nokia Repair Centre, whoever deal with my case. I would like them to provide me the QA/ device test result, to ensure everything on my Nokia Lumia 800 works properly before sending it back to me. As I felt like it is waste of my time, if the device still have problem, why do they send me back. E.g. are they trying to just finish to case, to show how efficient Nokia Repair Centre is? E.g. the volume of the case they could fix within small period of time?

Shall I say Nokia Repair Centre is not very thoughtful?
This is the reason of why I felt Nokia Repair Centre is NOT PROFESSIONAL:

As they do trust what client said which part of the phone did not work and fix that part, and ignore any hidden issue of the device. Instead of using some tools to diagnose and check, if there are any more problem on the device? As engineer/developer should understood that, Customer/Client is the user, they may not know the device that well, how could you trust the issue that Client think the device has, is the real issue on the device?
After talking to Nokia Care Escalation Team for 15 – 20 mins, they have agreed that, they will ask Nokia Repair Centre to provide a test/QA report for me, when the device has been repaired.

I have go through the information they sent me to book the repair for my Nokia Lumia 800 again, which will be collect on Monday 12th Nov 2012, I hope it will be fix by Thursday 15th Nov 2012.
Wish me Luck
To be continue…

Nokia Repair Services Review Part 3 – Nokia Repair Centre Failed to repair my phone properly…

After receiving the repaired phone from Nokia Repair Centre , I unboxed 8th Nov 2012 it and tried to switch on to check if it was working. My Nokia Lumia 800 switched on and I was surprised to see that the phone had not been erased as all my data/picture/videos were still there. However the battery level was very very low.

I decided to back-up my data, just in case if there were any problems on the phone, then I still had the most up-to-date data/pictures/videos. I started by connecting the Nokia Lumia 800 to my PC. However, after plugging it in I receive a message saying “One of the USB devices attached to this computer has malfunctioned. Windows does not recognize it.”. I was wondering if it was something to do with the PC, however unfortunately, it was not.
One of the USB devices attached to this computer has malfunctioned. Windows does not recognize it
I tried several PC’s which had Microsoft Zune installed, and none of them recognised my repaired phone, but did recognise other Nokia Lumia 800’s and a Samsung Omnia 7. And also rather than taking 2-4 hours to fully charge the phone took around 6-8 hours. I suspected that the USB connection was broken on the phone, which may cause this type of problem.

I have contacted Nokia Care team again and filled in the Online feedback form regarding the repair, hope they will reply me soon to arrange another collection and to do a test on the device to ensure everything works properly, as I can imagine, they would need to collect the phone and repair it again, which will take at least 4 days in total.

However, Nokia Care Escalation Team contacted me in the evening the date 9th Nov 2012 after I email them and gave them feedback, and tweet them.
At the point, I will rate 5/10 of Nokia Repair Service. I am very disappointed of the quality of Nokia Repair Centre. As I felt they [Nokia Repair Centre] are not professional, as on the letter which come with the repair phone did not state which part of the phone failure to cause the phone did not start up at all and it doesn’t have any information if the repair has passed the QA. I am not sure if they have any test tools which allow them to diagnose the phone and to check if it has any other hardware/software issue. The Nokia Care team seems to take long time to reply email. The best way I would suggest if you have the same issue is.. .to use twitter to escalate your issue…

To be continue..