Please, I need your help to solve the following issue:
On 17.09.2010 I purchased a Nokia E-5 through the Online Shop Nokia Spain.
After unpacking the phone I realised, the up volume button did not work.
Immediately I went to the official Nokia Care in Barcelona, to request the change of the defective device with a new one, because it was within the 15-day period established by law.
After a device's verification, the Nokia Care's technician sent the device to Nokia Repair Center. When I went to pick up the device, he told us that because of the device was purchased in the website, I had to make the devolution request through the page and not throught the Nokia Care service. The device was already repaired, so I couldn't ask for a change anymore.The switch was repaired correctly.
After using it for a week, it had a constant battery failures. In fact the device indicates always full battery but suddenly turns off due to unknown reasons. At first time I thought it could be a software failure of the radio app, because it was the application I mostly used. But then I saw that this failure occurred regardless of the kind of software used.
After the crash I tried to reload the battery. The device did not respond immediately and I had to wait hours for it to restart. After a week of experiencing all these failures, finally the device had a total crash and it even didn't allow to reload the battery anymore. It was dead.
I went again to the same Nokia Care Service technician, who couldn't fix the issue at the store and he sent this device to the Nokia Repair Center. After two weeks I picked this device. On the Repair notification sheet said:
Diagnosis: "Error Not Found" - Operations: "failure is not found during the repair process" - no components have been replaced.
After 2 weeks experiencing again the same issues as before described and I went back to the Nokia Care Shop, I asked again to change the defective device for a new one, because it seemed that it can not be repaired. The Nokia Store technical answered "it is not my responsibility to change the phone" and "anyway it can't be changed because the technical center hadn't detected any error" .My question is: if failures have not been detected, why it has been sent to the main repair lab already 4 times?.
I don't have any idea how to get this issue solved. Until now I was a very satisfied customer, I have an E-51 and E-63 and so far they have worked perfectly.
If anyone has an idea how to proceed with this issue, please let me know.
Many thanks.
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