Comments on: “Where do we go from here?” http://conversations.nokia.com/2008/04/25/where-do-we-go-from-here/ Stories from around the Nokia neighbourhood Mon, 23 Nov 2009 13:47:52 +0000 http://wordpress.org/?v=2.8.4 hourly 1 By: Amy Gahran http://conversations.nokia.com/2008/04/25/where-do-we-go-from-here/comment-page-1/#comment-140 Amy Gahran Sat, 26 Apr 2008 04:43:23 +0000 http://conversations.nokia.com/?p=87#comment-140 Yep -- if we were to list these points in order of what to do first, I agree, #3 should be #1. Nokia USA needs to offer MUCH speedier service/replacement turnaround time for its US N-Series users -- With a guarantee that customers will have a working model back in their hands within a week. I said as much in this video post today on Contentious.com: http://urltea.com/34hl Also, Nokia should guarantee that repair/replacement of phones bricked by its firmware update process will definitely be free of charge. This is a known flaw in your update process, so it'd be reassuring to your US market if you took clear responsibility for handling it. That's not what happened when I called Nokia to find out what they'd do to fix my N95, which got bricked in a firmware update days after I got it. They would not guarantee to fix it for free, and said it could take up to a month to get it back. No loaner was offered. That's why I gave up and returned my N95 before the refund window closed. I'm really bummed about that, because right now I'm in Vegas for a friend's Trekkie wedding. When I bought my N95 on Easter this year, I did so with visions of documenting live-streaming this wedding for the friends and family who couldn't attend. Sigh... Well, I'll still have fun here, but I am bummed about that... Tell ya what: If Nokia would upgrade its service guarantee as I suggested, I would probably try buying an N95 again, since I wouldn't feel so completely at risk. - Amy Gahran Yep — if we were to list these points in order of what to do first, I agree, #3 should be #1. Nokia USA needs to offer MUCH speedier service/replacement turnaround time for its US N-Series users — With a guarantee that customers will have a working model back in their hands within a week.

I said as much in this video post today on Contentious.com: http://urltea.com/34hl

Also, Nokia should guarantee that repair/replacement of phones bricked by its firmware update process will definitely be free of charge. This is a known flaw in your update process, so it’d be reassuring to your US market if you took clear responsibility for handling it.

That’s not what happened when I called Nokia to find out what they’d do to fix my N95, which got bricked in a firmware update days after I got it. They would not guarantee to fix it for free, and said it could take up to a month to get it back. No loaner was offered. That’s why I gave up and returned my N95 before the refund window closed.

I’m really bummed about that, because right now I’m in Vegas for a friend’s Trekkie wedding. When I bought my N95 on Easter this year, I did so with visions of documenting live-streaming this wedding for the friends and family who couldn’t attend.

Sigh… Well, I’ll still have fun here, but I am bummed about that…

Tell ya what: If Nokia would upgrade its service guarantee as I suggested, I would probably try buying an N95 again, since I wouldn’t feel so completely at risk.

- Amy Gahran

]]> By: Al http://conversations.nokia.com/2008/04/25/where-do-we-go-from-here/comment-page-1/#comment-141 Al Fri, 25 Apr 2008 22:06:18 +0000 http://conversations.nokia.com/?p=87#comment-141 I think point #3 is the most important one. Last time I sent a phone in for repair, it took two months to return. I think point #3 is the most important one.

Last time I sent a phone in for repair, it took two months to return.

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