[lshep]

I have the squeaks and creaks too as well as the vibration rattle. I sent it to Nokia's repair center (address below provided by shipping instructions PDF) on Jan 20 and just got it back "RETURN TO SENDER" and "UNABLE TO FORWARD".

NOKIA AUTHORIZED REPAIR CENTER
C/O UPS-SCS
13501 INDEPENDENCE PKWY - DOCK DOOR 1146
FORT WORTH, TEXAS 76177

Has Nokia already gone out of business?!? How can a company be closed on the weekends if they really care about customer support? The fact that they're closed on the weekends is a huge signal they don't care and is trimming costs to slow the sinking ship. This is a major disappointment.

[caitlin1759]

The Nokia care centres (certainly in U.K) are not part of Nokia. They are mobile phone and gadget repair shops who are approved and authorised by Nokia (and probably several other manufacturers) to carry out repairs but they are independent businesses. The one for Glasgow for example is a company called Atlas Communications. The one that serves the area where I live is a shop that does gadget repairs.

The place you sent your phone to is called the "authorised" repair centre. Nokia is not going out of business.

[BorntoHelp99]

Did you fill up the repair form on Nokia USA website?

[lshep]

I was on a chat with a Nokia rep who emailed me a PDF with step by step instructions to send the phone back.  The address was what was in the PDF.

[caitlin1759]

http://www.service-center-locator.com/nokia/texas/nokia-dallas-texas.htm

I suggest you start the process again. Her is a link to the repair centre addresses in Texas.

[lshep]

I wanted to provide an update to this saga.  I do appreciate the assist from catlin.

Since the address that Nokia gave me was obviously not accurate, I decided to contact Nokia through Twitter to @NokiaUSA.  Within an hour, the forwarded that tweet to @NokiaCareUS.  Since the "care" group is closed on the weekend since the world doesn't do anything on the weekend I didn't hear back from them until Monday.

On Tuesday, I received an email from their support desk with a different address to send the phone.  Good, we're moving in the right direction.  Then, on Tuesday I received an email with instructions to submit another ticket.  On Thursday I received a call from Nokia who left a nice message.  I submitted the ticket on Friday and got an email saying their system is down and would get further instructions as soon as the issue is sorted out.  It's been over a day and I cannot wait until Monday because I travel every week Monday through Thursday which is why I'm astounded Nokia doesn't have the sense to have a support desk open on the weekend.  I can't wait for their system to get fixed so am just going to send it to the new address.

All in all, this experience is shockingly poor.  While it seems there are pockets of people in the support chain who care, it's clear the systems, processes, and leadership and not in place to support Nokia's customers.  I've carried Nokia for quite awhile and was one of the first N900 folks but never had to deal with their support system.  It is painful and something anyone considering buying a Nokia should strongly consider before buying one of their phones.