[maemo-users] Nokia return/refund policy [ was Re: [maemo-users] ITOS 2007]

From: Acadia Secure Networks acadiasecurenets at aol.com
Date: Wed Jan 10 20:41:27 EET 2007

not to mention the real opportunity cost of your time dealing with the 
problem (minutes or hours of your life that you will not get back).

With respect to its PDA phones Verizon Wireless has a policy of shipping 
out a new unit with an RMA for the old (to be returned) unit to get the 
customer back up and running as quickly as possible after discussing the 
problem over the telephone with the customer and determining that in 
fact there is (probably) a hardware issue.  Now that's a good customer 
confidence building policy. Verizon Wireless of course has a self 
serving interest here which is to get the customer generating call 
minutes again as soon as possible.

Nokia has some learning to do when it comes to customer service.

Best Regards,


John Holmblad


Acadia Secure Networks

serving the digital home, entrepreneurial enterprise, and emerging 
carrier markets


(M) 703 407 2278

(F)  703 620 5388

primary email address:  jholmblad at aol.com <mailto:jholmblad at aol.com>

backup email address:  jholmblad at verizon.net


drew at moseleynet.net wrote:
>> My 770 has 2 weeks and I'm going to have a device with no more support. I'm
>> very disappointed
> Just another warning about these devices and the "warranty" service.
>  I purchased a 770 in December 2005.  I was having issues with the
> wireless dropping unless I keep a streaming audio source running,
> discussed fully in the bugzilla entry
> https://maemo.org/bugzilla/show_bug.cgi?id=329.  After updating to the
> latest firmware, I was still seeing the issue.  Per the comment from
> Maemo QA (comment #61 in the bugzilla entry) I contacted Nokia and was
> advised to return the device for service.  After one month, I contacted
> the service group to find out where my device was.  I was called back by
> the Executive Office (whatever that means) and they informed me that
> unfortunately no repair parts or replacement devices were available (but
> a quick check on Amazon shows that there are devices available;
> evidently just not to Nokia). 
> They would be "happy" to offer me a refund but one prorated to my
> usage.  Now I'm not liking the sound of that but I dig up my paperwork
> to find the date of purchase, purchase price, etc.  I contacted them
> this morning with my information.  Now I bought the device in December
> 2005 and finally after waiting for the firmware upgrade that didn't fix
> my issue, returned it in December 2006 (still under warranty even if
> just barely).  They offered to give me a prorated refund based on 6
> months usage rather than the 12 months I actually had the device (how
> nice of them).  They were willing to refund 2/3 of my purchase price
> based on 6 months of usage, indicating that Nokia assumes these devices
> are worthless after 18 months.  Rather than getting stuck with no device
> and only a partial refund I instructed them to send me the device back. 
> Maybe I am being overly sensitive about this but to me a partial refund
> is unacceptable.  If I accept that, then I have lost 100% usage of the
> device and if I decide I want to buy another one then I am out an
> additional $120 or so for the first device which was/is faulty.   The
> workaround of leaving streaming audio running is ugly but at least I
> have my device.
> Just thought I would pass my experience on to others.
> Drew
> _______________________________________________
> maemo-users mailing list
> maemo-users at maemo.org
> https://maemo.org/mailman/listinfo/maemo-users
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