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<font face="Arial">Drew,<br>
<br>
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). <br>
<br>
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.<br>
<br>
Nokia has some learning to do when it comes to customer service.<br>
<br>
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<title>Best Regards,</title>
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<p class="MsoNormal"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;">Best
Regards,</span><span style=""><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size: 6pt; font-family: Papyrus; color: navy;"> </span><span
style="font-size: 6pt;"><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;">John
Holmblad</span><span style=""><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size: 6pt; font-family: Papyrus; color: navy;"><o:p> </o:p></span></p>
<p class="MsoNormal"><st1:place><span
style="font-size: 11pt; font-family: Papyrus; color: navy;">Acadia</span></st1:place><span
style="font-size: 11pt; font-family: Papyrus; color: navy;"> Secure
Networks</span><span style=""><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;">GSEC Gold,
GCWN Gold,
GGSC-0100, NSA-IAM, NSA-IEM<br>
serving the digital home, entrepreneurial enterprise, and emerging
carrier
markets</span><span style=""><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size: 6pt; font-family: Papyrus; color: navy;"> </span><span
style="font-size: 6pt;"><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;" lang="FR">(M)
</span><st1:phone o_x003a_ls="trans" phonenumber="$6407$$$"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;" lang="FR">703
407 2278</span></st1:phone><span style=""><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;" lang="FR">(F)
</span><st1:phone o_x003a_ls="trans" phonenumber="$6620$$$"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;" lang="FR">703
620 5388</span></st1:phone><span style=""><o:p></o:p></span></p>
<p class="MsoNormal"><span class="GramE"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;">primary</span></span><span
style="font-size: 11pt; font-family: Papyrus; color: navy;"> email
address: <a href="mailto:jholmblad@aol.com">jholmblad@aol.com</a></span><span
style=""><o:p></o:p></span></p>
<p class="MsoNormal"><span class="GramE"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;">backup</span></span><span
style="font-size: 11pt; font-family: Papyrus; color: navy;"> email
address: </span><st1:PersonName><span
style="font-size: 11pt; font-family: Papyrus; color: navy;"><a class="moz-txt-link-abbreviated" href="mailto:jholmblad@verizon.net">jholmblad@verizon.net</a></span></st1:PersonName><span
style=""><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size: 11pt; font-family: Papyrus; color: navy;"><o:p> </o:p></span></p>
</div>
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<br>
<br>
<a class="moz-txt-link-abbreviated" href="mailto:drew@moseleynet.net">drew@moseleynet.net</a> wrote:
<blockquote cite="mid45A52D9E.6090301@moseleynet.net" type="cite">
<blockquote type="cite">
<pre wrap="">My 770 has 2 weeks and I'm going to have a device with no more support. I'm
very disappointed
</pre>
</blockquote>
<pre wrap=""><!---->
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
<a class="moz-txt-link-freetext" href="https://maemo.org/bugzilla/show_bug.cgi?id=329">https://maemo.org/bugzilla/show_bug.cgi?id=329</a>. 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
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</pre>
</blockquote>
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