[flick]

Hi,

After a bad experience with an 'authorized' Nokia service centre, I am now in the need to replace my display.

After the repair of the USB hatch, the display gave a problem - and when we told them they seem to have fitted a different display. The display now goes completely dark whenever the backlight is off, and also has very bad legibility in daylight even with backlight.

I don't really trust the service centre anymore, and am going to replace the display myself. I want to ask my friends around if they are dumping any compatible phone - so that I can use their display. Do you know if there are any other phones where same display as N82 is used?

[tangerine]

Hi

I can understand your reluctance to trust a repair centre that has caused you problems.

However, as long as it is an AUTHORISED Nokia Centre they are better placed to fix your phone than anyone else.  If you do the job yourself and it does not work you will have no come back whatsoever.

I would persist with the Nokia Dealer until they fix your phone.

[flick]

Thank for your advise - but unfortunately these authorized Nokia center people are both dishonest and have behaviorial issues. When they fixed the USB hatch, half the lines were gone from the top half of the display. When I pointed out, the guy gave a smile and told me nobody would notice! To cut the long story short, we made him fix it by threatning to go to a lawyer. And when he did fix it, there was some other problem - the display going blank and appearing on its own. So we made him do it a second time, and I believe he changed the display to put one of a much inferior quality - probably from one of the older phones. It goes without saying that he did not tell me that at that time, and despite I noticed that the brightness has decreased it did not occur to me that the display was changed - until much later.

And that is without going into the damage they have done to the plastic of the phone (screw driver marks while opening it) - and the kind of behaviour they displayed.

So I am afraid that they will do more damage to my phone if I give it to them than good. After I have taken it home, I found the Nokia service manual for N82 and removed and fixed back the display myself based on the instructions. I did this in the hope that they have missed some connection - but unfortunately it didn't help. I feel the display was changed because it now has very different visibility from higher viewing angles.

So it would help to know which other phones use the same display as N82, so that I can attempt to change the display to make it better. If the phone is broken in the process, that's alright - that's unfortunately a chance I have to take since I don't see any other alternatives.

[cjlim]

If you have serious concerns about your local Nokia Care Point, you should contact Nokia directly using the "Contact us" tab to the top right of the screen and voice your concerns.

With regards to getting your phone fixed, I would still advice against fixing it yourself or any other way other than going to a Nokia Care Point because you will invalidate your warranty if you do so.

[flick]

Hi cjlim,

Based on your feedback I raised a complaint using the Contact Us link. I used the subtopic "Nokia Care Protect", since I could not find any other subtopics that were listed close enough.

If you want to read it here is a copy - http://www.yourdraft.com/show_page.php?key=w8X4cxtqpNmaKTXIgMB7sMYM81VY3M

My phone is also already out of warranty, since it is more than 2 years old. I really lost trust from these people. I am confident that I can do it with more care than they will - in fact they have already damaged the equipment and are not taking responsibility for it. So I believe I have nothing to lose... and this looks like the only way I can hope to restore the display to its previous quality.

[tangerine]

Hi flick

That is a good letter and I think you have done the right thing in reporting a very unsatisfactory Nokia agent.

I hope you are successful.

[flick]

Just wanted to add the conclusion to this matter.

I mailed to Nokia two times, but both times I recieved a template based response. Just when I was about to give up hope, it turned out that I had a contact inside Nokia through a friend. When I used that line, I recieved a very professional experience. In fact, the same Nokia Care centre now has replaced the display. Though I had initial apprehensions to had over the phone to them again, this time as it happened, they did a very good job!

[tangerine]

flick

Thanks for updating us with your conclusion and I am pleased that your phone is fixed.

As I stated in my previous post to you, at least it has been fixed by the correct procedure now and you will be able to go back to them if there are any further problems.

Keep all your paperwork though.

Regards

[flick]

Thank you tangerine. Though I wonder how it would have worked if they had not got the order to replace the display (for free) from a Nokia official.

The Nokia official conferenced me with the Nokia Care manager when he told him to repair it. I was promissed by the Nokia person it will be done hand to hand, when I raised concerns about if I have to give the phone over to them for one day. And afterwards their behaviour was completely different.

We received a professional treatment, they were addressing us as sir and ma'am - last time we were taken for some idiots from the road, who they were showing of their (incorrect) knowledge about Nokia to, eg. "you can buy N900 which is the latest phone with GPS, it has Nokia Maps with all features working since it is Symbian".

The phone recieved professional care, last time it was as bad they left screw driver marks and chipped off some of the polish while openning it. This time, the work was supervised by the relationship manager - who was also giving us updates about how much longer it might take - and apologized for taking too long (it took 30 mins - last time it was over 45 minutes to repair a USB hatch, and they told us it will take one day to replace display).

I am fairly sure I would have had a similar experience as last time if I did not have the inside connection with Nokia through my friend who works at Nokia software development.

Though I am good with software and like to do things myself, in rare cases like hardware replacement etc. you need to depend on them. I think if I need to go their again they will remember and my phone will get good care. Moreover, I hope that they have learnt their lesson, and will also take other customers (who may not be lucky enough to have friends at Nokia,) slightly less lightly from now on.

[tangerine]

flick

They do say, it's not what you know but who you know!