[dvisionj]

I've had issues with my N97 since i bought it direct from Nokia on the day of release. Always put it down to software, but the last few months it got to the point where I couldn't even accept a call by pressing the screen/buttons. The screen also had a dark streak down the left side.

So, I took it to the Carphonewarehouse, obviously under warrenty and was sent to Nokia for repair. 23 days later I got a call to say I could pick it up.

Well, the returned unit was a different unit with new IMEI (not that anyone told me, glad i checked for insurance reasons).  Not an problem if the original issue was fixed, which it was.

The thing is, they sent a refurbed unit which had only been half refurbed!!!  the silver trim has been half scraped off on the buttons and keyboard trim AND the screen has a 1cm bright spot in the middle of it. I am FURIOUS...............1/ because it took 23 to fix when all they did is replace it. 2/ because they've sent me a second hand phone 3/ that the 'new' phone is worse condition than the one I sent in!! They didn't even bother to put the latest firmware on it!!

CPW didn't offer me the returns receipt either, i had to ask for it, but that's a CPW issue.

Actual fault found (as recorded by engineer): Faulty applications on the handset when purchased. As i've always updated the firmware I can only conclude this faulty software cannot be fixed by the firmware update, and the handset must be replaced as mine was. Other phones must be suffering the same problem.

How dare you treat your customers like this and expect them to put up with this service and lack of quality control. 

I've called nokia care and logged a call again. They said someone would ring me back within 24-48 hrs. Surprise surprise no call.

I've never been so excited for a new product (and I'm a long time nokia fan) only to be completely let down on both hardware, software and customer service front.

Yes everyone compares to Apple, and I'm going to too. 2 friends had issues with their iphone, both took to the Genius bar at allocated time and both units were replaced without question within minutes. oh and they replaced them with phones in perfect condition.

Sort it out Nokia, you've managed to put off even the biggest fans. 

Who has had a similar experience and what is the quickest way to get this thing replaced with a new unit? I seem to be getting nowhere with Nokia care and don't want to be phoneless for another 23 days!

Thanks for reading.

[jjegan]

Your complaint is against the retailer ( in law )  and or repairer  of the goods .

One go back to CPW  and demand satisfaction within 7 days .

Two if not complain directly to whatever sale of goods legislators you have . In the UK its  Trading Standards  .

Three write a letter of complaint directly to both CPW and Nokia whatever the outcome .

     jje

[chanchan05]

Go back to carphone warehouse and complain that its not your phone: different Imei.

I am not sure but I think the imei is also on your phone's box. You can use that as evidence.

[dvisionj]

I'm not bothered they sent a different unit, I just want a phone that works, but don't expect a replacement phone to be in worse condition that the one sent in for repair.

I'm going to chase Nokia Care on Monday as they're closed today and if no joy i'll take it back to CPW. Why did they have to shut the London Flagship Regent street store, would have been much easier!

Thanks for the speedy replies btw.

[jjegan]

Probably due to the Nokia flag being at half mast  .

Of interest here the London Apple store is the most valubale in the capitol for sales per square foot .

   jje

[dvisionj]

An update. Nokia care told me my original call had been passed to the escalation team, but heard nothing.

So I filled in the online repair form for UPS to pick it it. UPS didn't turn up!!! grrrr

So rang Nokia and said what the hell was going on and suggessted I fill in the form again.

The Quality escalation  team contacted me yesterday, so it's nice to know things do get escalated eventually, and they agreed with everything I said. The lady even said she'd check my phone and send a new one out personally. I want to be optimistic. UPS are now scheduled to come again tomorrow. They'd  better turn up this time! 

It pays to be persistent. However, we shouldn't have to be.

[dvisionj]

UPS picked up on the Monday and I had a brand new handset delivered on the Thurs :-)

I had to ring them to get the receipt for insurance and the new handset wont update to the latest firmware like my other one did. So there's still a few o/s bugs in it but at least it works, screen is fine and all the silver trim is in place.

The lady I spoke to in the escalation teams handled everything brilliantly. However, given all the problems I've had with the N97 since its launch I still think it's time to try a different manufacturer, but you have redeemed yourself and at least now I'll consider buying a Nokia again in the future.

[chanchan05]

One piece of advice, do a little research on forums like here or DailyMobile and others to see the possible bugs of a new phone you may be getting. It is advisable to NOT pre-order phones and wait for maybe two months to get a more comprehensive reports of real world usage problems (actually personally I wait at least 5 months). Check in other forums for the problems, then check back here if there are resolutions to those problems. Once you are satisfied with your knowledge, that's the time to get a new phone.