Just when you thought that it's the worst.......

Sent my phoneSSS for repair: one under warranty (Nokia) another one out of warranty (SE)

Nokia called me ytd and tell me they are voiding my warranty... like WTH!!!! for wad? and below is a copy of complaint letter I have typed to them.. Well, not sent yet... but will not hesitate to publish it on the newspaper first....

"To whom it may concern

I am writing this email in response to my unpleasant experience with Nokia Care Centre which may adversely affect my decisions in buying any Nokia products in future.

I bought my phone N95 8GB on 14th September 2008 at Compassvale point Hello! Shop. Shortly on the 6th day I bought it, I dropped the phone from a mid body height. Beside a few scratches on the surface and that the phone cracked open which I pressed it back with a little force, everything is alright once again.

Up till last Saturday, 21/03/09, I was caught in a heavy downpour suddenly and when I went to an enclosed area, I realized that the phone has a few problems. One of which is that one of the buttons appeared to be faulty affecting other keys as well. After a few times of restarting the phone, the phone recovered to its normal state.

However, as of yesterday, 26/03/09, the phone was totally not functioning. Therefore, I decided to send to the Nokia Care centre located at Wheelock Place since my phone is still under warranty.

Today, 27/03/09, Nokia staff contacted me telling me that my phone was being tampered by non Nokia authority, and there is liquid substance at the keypad area . She further declared that my phone warranty is void. She did provide me with a solution claiming that I could still send for repair at a cost of SGD$80 – SGD$150 with 50% chance that the phone will be repaired. Her words gave me the impression that Nokia products are vulnerable to a few minutes of rain even thou the phone was in the bag when I was caught in the rain . It is either that or she is implying that Singtel Hello! shops sell tampered products.

I must clarify my stand, that is:-

1. I am the owner of my phone and I know very well, no one had tampered with my phone before since the purchase of this phone. and neither has I left my phone with 2nd party before.

2. With my busy schedule, I was not able to make a trip down to Nokia care centre right after the phone had dropped esp the phone was functioning well after the incident had happened. Any sensible person will not have to do that plus its a well know fact how crowded Nokia Care centre is even during weekday.

3. I trust that Nokia would repair my phone since it’s still under warranty.

There are a few questions I would like to ask: -

1. What is the use of the warranty if you can declare the warranty void like this?

2. Is this kind of after-sales service consumers should expect from Nokia?

3. Is any investigation being carried to conclude with the conclusion that the phone was being tampered by non Nokia authority ?

4. Should I question the quality of Nokia products?

5. Are you implying that Singtel sells tampered products?

Given all these explanations and questions, I trust that you would like provide me with proper remedies and explanation for the above within 3 working days . Last but not least, I would like to stress my stand that I would not take up the offer and I would expect that Nokia will fix the issue for me at no charge incurred. Please know that this kind of service is totally unacceptable, and severely mars the image of Nokia. This would undoubtedly affect future decisions in purchasing any Nokia products at all. Also, there are heavy implications made by your staff based on groundless words. I will not hesitate to send a copy of this email to the forum should there be any need. "