Dear Nokia Users!
I’m having some problems understanding Nokia “WARANTY REPAIR CONDITIONS”! In fact, I don’t understand on what grounds Nokia decides that some product failure (although the product is under warranty) is not something under their damage liability.
My USB broke six months ago, it just remained stucked on charger. I took my N900 to authorized Nokia service, and two weeks later they returned my phone unrepaired because:
Paragraph 2. of Nokia Limited Warranty says that, repair of this failure is not covered by warranty .
By Limited warranty, this failure is result of a) normal wear and tear, b) and c) defect caused by rough handling or damage caused by misuse of the Product, including use that is contrary to the instructions provided by Nokia and/or e) other acts beyond the reasonable control of Nokia.'
I was thinking about these terms and this are my points of view:
a) normal wear and tear - I hope that responsible company as Nokia does not consider this failure as normal wear and tear, so I don’t think that this is the reason.
b) and c) misuse of the Product, including use that is contrary to the instructions provided by Nokia - so, I took N900 User manuals (in English, German, Italian and Croatian), to see if there are some special instructions for plugging the USB cable or charger... i was expecting something like exact plugging force, or some special plugging angle... but nothing special there. So this is also not the reason.
d) acts beyond the reasonable control of Nokia - well, then this must be the reason! Some special higher force came one night and ripped my USB port off with pneumatic hammer!
Since I'm not believer, I decided to ask for an additional explanation. First place where I was trying to get some explanation was authorized Nokia service.
I called them, they sad that they'll check and call me back, nothing for two weeks, I was also sending e-mails... you know how it goes ... finally they told me I should call Nokia and check with them why my warranty is denied.
OK, calling Nokia care (the only available Nokia phone number). Explained them what is the problem, that service refer me to call them and that I'm looking for some additional explanation why is my warranty denied.
Shortly, they can't tell me, they don’t have that information, they can't give me any other number to call because they don’t have one, and they are here if users have problem with their device usage and I should contact the service again. So it seems that since my phone only port is broken and I can't use it, I don't have device usage problem and I'm not under Nokia care supervision.
Back to service. Well, they can't tell me why my warranty is denied because they just disassemble the phone and take a photos and then send them to Nokia to decide is a repairmen covered or not by warranty, with polite remark that this is a very sophisticated phone that requires careful and gentile treating... Yes, of course, I'm 28 and I didn't have cell phone till now, actually I haven't seen one in life!
Asked if they can refer me whom to ask next, they don't know. So can you give me the e-mail that you are sending photos to? Nope. Should call Nokia care for that. Hahahaha. Back to Nokia care.
And so, little by little, back and forth, passed six months and also a year since I have bought my phone, so warranty has expired, and I still don't know what is the reason of phone failure and warranty denial.
So, if anyone can answer me, here are the service photos of my phone.
To bad, an excellent phone from once serious Company.
Never, never Nokia again.
