[noobie83]

ya.. "connecting people" in this way is really creative...

another fren of mine has the lens scracted.. he is totally fed up..... at this point of time.,,, my one still at the safe side... not sure how long it can last...

[dani2xll]

I am happy with my phone apart from the single scratch on the lens. I do not wish to return it for a new unit only to start the format and install procedure again from the beginning. I just want them to offer a fix for the lens without handing me a new handset. Is that possible? A simple fix and I will be happy. You dont need to give me a new phone nokia and particularly not a new phone with the same faulty camera cover.

[jmoulding]

So Nokia Are doing nothing about this then?

[psychomania]

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jmoulding wrote:
So Nokia Are doing nothing about this then?

---

What exactly do you expect them to do about it?  Please tell us.

They will not issue a public recall, that is only for when a defect can cause danger.  A private recall may be carried out from retailers where all stock is returned to nokia and replaced with new stock.  If that happens (or may have already happened) the public will not get any official word from nokia about it.

They are highly unlikely to comment about it here because as with all major companies faults are rarely admitted in public. When companies do that it opens the floodgates for all kinds of claims. Also this is a user to user forum, that may be read by nokia but that does not mean they will reply. The nokia staff here are either volunteers in their spare time or just here to manage the boards.

As with all major companies they handle problems like this by way of the warranty. So it's down to individual users to take the issue up with nokia in person, via the care line or care points.

Also how do you know that the issue hasn't been fixed on current hardware?  Not everyone has this issue so it may have already been solved.

[sapporobaby]

Exactly Psycho. I have repeated over and over that this is first a users forum and not an official contact medium to reach Nokia but the questions still persist. Second, unless an N97 causes bodily harm or poses a public safety hazard, Nokia will not issue public recall but will issue a quiet recall to local venders where customers can go and return their phone for a free repair and some cases a new phone.

[fishfingers]

Finally got time to take mine to the Nokia Care Point in Nottingham (at the back of a Carphone Warehouse branch) and i was told that the camera lens self harming was not a fault that was documented by Nokia .............

.............what dont nokia read this forum or any other product related web sites..........

and as such would need to be sent off to be looked at and possibly i could be billed for the repair if it was thought to be my fault and this could take 2 weeks.

Sod that, contacted 3 and sent it off to them for a 3 to 5 day repair with no questions.

NOKIA GET THIS SORTED, AUTHORISE THE REPAIRS OR REPLACE THE HANDSETS BUT DONT LIE ABOUT THIS NOT BEING A PROBLEM

[psychomania]

CPW run care points barely know what day of the week it is so I wouldn't take their word as gospel. 

Half of them rarely have a certified engineer on site most of the time and just act as a forwarding agent for nokia's postal repair service.

[celios]

This is just a guess, but perhaps the reason people still ask questions here is because all the 'official' channels fail.   Miserably.  Look at the post beneath yours on this thread.  Nokia service points still have not been told this is a known issue (wheras the number of reviews, forums, etc on the internet would suggest the issue is at least 'known') so they continue to just refit another defective cover, wasting their time, the customers time and Nokia and the customer's money.

The first step to solving a problem is to admit that you have one.  Nokia don't even appear to be at step 1 yet (at least in public). 

[psychomania]

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celios wrote:

The first step to solving a problem is to admit that you have one. Nokia don't even appear to be at step 1 yet (at least in public)

---

In the real world how many major companies hold their hands up in public when defects like this occur? 

Do you really believe that nokia are still totally unaware of this issue?

Message Edited by psychomania on 12-Aug-2009 11:48 AM

[fishfingers]

Nokia could silence allot of critics by contacting the users who post their problems on the forum and replacing their handset with a fully functional one, and not leaving them to **bleep** and moan like i'm doing.

Yes it will go through the repair channels, and yes i hope to get a working N97 one day, but it takes time, time well spent by me posting rants on various forums.

I don't know about others, but i have personally talked 8 people out of getting an N97, which is quite different to when i got my N95 8GB where i personally talked about 12 people in to getting one.

[psychomania]

---

fishfingers wrote:

Nokia could silence allot of critics by contacting the users who post their problems on the forum and replacing their handset with a fully functional one

---

Get real, can you imagine any major manufacturer doing that in this day and age?

[cesarcesar]

Nokia will not admit. They will though send you back from repair a new phone if yours has a scratch (backup). This new phone will (at least for me) get scratches again (and bugs) and you will have to repeat the process till a good phone is recieved.

I went to a Nokia store here in Nurnberg today. The guy played stupid on me about the scratches. Then when I showed him my scratches, and told him about this thread and its 14+ pages of complainsts on this one issue, he revealed it was a know issue but thats all he would say. I asked him how many had been returned, he says about 40% sold since release have been returned for "repair".

I also alsked about the low memory issue. His reponse was "thats odd".

[ebjordal]

Cesarcesar,

That is about the same thing I experienced when pretending I was looking for a new phone.The salesman said he had not heard about any problems with scratched lenses. His body language told a different story, though that might of course be my subjective impression.

My phone has been in for over 3 weeks now for the second repair. I requested information from the "nokia care center" in Norway, but it seems they have gone silent on me.  (I have only contacted them only on one occation before with rougly the same issue). Through my vendor I got the message that my phone is set to "level 4 which requires more testing". Neither me nor the vendor knew what that means, exept it sounds like they are schoolboys playing computer games..??

[celios]

---

psychomania wrote:

---

celios wrote:

The first step to solving a problem is to admit that you have one. Nokia don't even appear to be at step 1 yet (at least in public)

---

In the real world how many major companies hold their hands up in public when defects like this occur? 

Do you really believe that nokia are still totally unaware of this issue?

Message Edited by psychomania on 12-Aug-2009 11:48 AM

---

I don't expect them to take out a full page advertisment in The Times, or run radio ads, but simply acknowleding that there is a problem and it is being worked on when a customer calls Nokia's support lines in the UK, or uses a care point would be a start.

 

In the real world,  when you relieve customers of £450+ for a product and your customers end up having to point out the obvious flaw, it's common to issue an advisory note to your service outlets, call centres and dealers, so at least they sound competent when a customer approaches them with the problem.

 

Nokia is behaving like Microsoft used to, except they don't quite have the monopoly Microsoft had when they acted this way. 

Message Edited by celios on 12-Aug-2009 03:23 PM

[sapporobaby]

Are we still moaning about the scratched lens that everyone including Nokia knows about? Get these facts and try to digest them:

1. There will be no recall unless someone dies from an N97. Period. No recalls.

2. Nokia will not acknowledge this issue as this is not a major (yes, I know it is a media phone with camera) issue that prevents the PHONE from functioning. If it pertained to the phone or internal systems, they might come clean as this can be independently tested.

3. They will fix the issue, do a silent recall via the local Nokia venders when customers bring their phones in for repair.

4. Considering there is very little data on happy scratch free customers it would be safe to assume that they outnumber those with scratches.

This thread can be closed now as the horse is now dead and there is no reason to continue to kick it. 

[cesarcesar]

@sapporobaby.. if this thread is so dead then why to you keep responding? Have you posted an uplifting post yet? seems like just a hot head know it all to me. Maybe you should not respond to this thread anymore as you have nothing new today accpet bashing us for "chating" about it.. in a FORUM!

[sapporobaby]

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cesarcesar wrote:
@sapporobaby.. if this thread is so dead then why to you keep responding? Have you posted an uplifting post yet? seems like just a hot head know it all to me. Maybe you should not respond to this thread anymore as you have nothing new today accpet bashing us for "chating" about it.. in a FORUM!

---

Chatting is one thing, whining is another. Maybe if you would look back a few pages you might see what I wrote. Try to process those thoughts before they make their way down to the submit button. Know it all? You are cordially invited to prove me wrong on anything I have written. The clock is ticking.... Psychomania summed it up perfectly as well. You and a few others simply do not like the answers that are given but that does not change the fact that you will have to take your scratched lensed phone back to Nokia for a replacement. If this not something you want to do, then live with the scratch but leave the constant whining at home. This forum happens to be for everyone, not just the scratched lens crew. No one said your gripe was not valid but coming here day after day is not going to get Nokia to admit fault or even read this forum. It has been posted by many to include myself that Nokia knows about the lens issues while not admitting it publicly. Did this happen to pass by your astute thread reading eyes?

[celios]

I for one, am glad you keep bumping this thread sapporobaby, as it saves me doing it.

The higher a profile this issue gets with the general user community the more people will think twice about upgrading to an N97.  I don't want the phone to fail, but I do want to prevent people ending up in the same situation as the rest of us.

BTW - did you know that the top n most recently replied to posts from this forum appear on the Nokia website in the N97 section ;-)

Oh and if the thread is closed, I'm sure another will be opened.  The forum already has numerous threads about this.  If it troubles you to see so many posts about a problem with the N97, why don't we all create a new thread each time we have an issue, instead of responding to an existing one? 

Message Edited by celios on 12-Aug-2009 04:54 PM

[mickyfin]

As I clearly mentioned earlier in this thread, I hasve emailed a couple of my contacts that work for Nokia, and they have forward my email, which includes links to all threads on thre web relating to this issue, including photos, and videos.

I'm still waiting for a concete answer back from them, so until then, its just a matter of time.  Yes, as others have already mentioned, if yourt not happy with your N97 that has a scratch, you have the option to take it back and get it exchanged for free.

[fishfingers]

Psycomania, you talk like a corporation boy, are you in the pay of Nokia?

We know that they will not recall it, but to contact the few hundred users posing here with problems and see that they have a good working product will quiet them,

But as they don't want to then it is time to tick the maximum publicity box and start emailing links to the national press, gadget and mobile web sites, magazines and tv shows, if they don't want to silence us with a fault free product then lets all shout about it being the piece of rushed out junk that it is.