Nokia care in the US, HaHa watchout!

R

Rhuby

New member
So Im having an issue with my voice command shutting off my phone everytime I try to use it. Called up Nokia to get help.

Level 1 customer support says they cant help me so they transfer me to level 2. Level 2 person says that my phone isnt a US model and its not supported by any US warranty.

I ask them why they cant just help me troubleshoot it or reset it. They say they cant and I have to email Nokia Europe or call them long distance for help.

Gee thanks. Now Im stuck with a phone that resets itself everytime I want to use voice command.
 
There's other solutions to your problem. As a last resort, you can reformat your phone and this issue would be cleared up.

You can't knock Nokia USA's tech support when you didn't buy a phone from them, but rather an online dealer of imported phones. This has been covered before.
 
Im not knocking them because I didnt get the phone from them. Im pissed because they should have the same information that Europe has to be able to help me troubleshoot my phone. Its not like Im the only person in the USA who has an imported phone.
 
That's true, but that doesn't mean they should help you either just because you're not the only one who had their phone imported. But that's why HoFo exists, or at least partially.

Why don't you backup your phone's settings and information to your memory, card, do a hard reset, and reload your settings? That should take care of it.
 
Understandable, but does that mean if someone does a BMW delivery in Germany and has the car shipped back to the states for use then they cant get the same warranty service here?

Regardless, Im trying the backup and restore right now.
 
Apples and oranges - if you went abroad, purchased a Nokia through a state-side program, that would fit your situation. Your situation however is more like going to Germany, purchasing a BMW not sold in the states, and expecting support from BMW of America, which would not happen.
 
i agree with you 100%. they should help you, but they don't. sure they can easily walk you through it no problem, but they won't. that's why they can get away with charging big $$$ for the phones.

nokia says that the phones on their website are made for north america, however i've had this argument with them before. i said what's the difference in buying a phone from you guys rather than buying a cheaper unlocked phone online. they have no answer. she told me if i buy the phone from somewhere else, they won't even talk to you. the rep told me that if i buy from their site, that i would be able to use the 3g service here in the states. i was like, are you kidding me no you cant, it's on a completely different frequency. she assured me i can. i just got so fed up i hung up the phone.

the only advantage to buying from nokia is the warranty and support. me personally, i'd rather have that support so it's not a complete pain, as i've bought from elsewhere and had problem phones, so i'd rather shell out a little more money for less hassle.
 
The problem with buying from online retailers is that you, as the consumer, then become the 2nd owner of that device. Nokia honors warranties for the 1st owner, but not the second, but the only way to become the 1st owner is to buy the phone yourself from Nokia in Europe or wherever.

Nokia can't get involved with phones that have been bought through a retailer because there is no way to tell if the retailer had something to do with the problems you're having on your phone. Granted, the retailer may be very VERY reliable and would never do that, Nokia has no way of knowing that, much less tracking which sellers are good or bad. They can't possibly give support for phones that have been distributed through another channel.
 
i understand your frustration but they do kinda have a hidden point. Nokia USA doesnt sell the phone yet, along with a number of other models, why should they spend time to learn about and be able to troubleshoot a phone they dont even sell? that's more money they would have to spend on training their reps on the off chance that they might get 1 call a week about someone having issues with a n73 or any other model not sold by nokia USA.
 
It's not even a question of training reps about unsupported phones. The phones available at the flagship stores in Chicago and New York are the same phones they sell in Europe, shy of a few models here and there. Since the software is pretty standard as well across the board, it wouldn't be difficult at all. It's just a matter of the consumer who bought it from the online retailer being the second owner. Nokia can't cover issues and problems with phones that have been sold under someone else's rules and terms. Your best bet for buying an imported phone for use in the USA outside of the flagship stores is importgsm.com. They offer their own warranty for an additional fee that covers all the phones they sell. It's kinda cheap, since any retailer could send a defective phone back to Nokia if the consumer returned it to them, but I guess that'd be too much of a pain to deal with.
 
Thats not true. I have a friend that owns a Nissan that is imported and the dealer is more than welcome to help. Nokia is just a bunch of morons. They can sell you a part but cant repair it even if the phone is sold here in the states, that is just moronic.
 
There's countless reasons why Nokia wouldn't support imported phones from differences in firmware, region codes, hardware changes, software changes, take your pic. Sure, they may be very similar to the same phones sold here in the States, but if you didn't get it from them, they have no way of tracking if the retailer made any changes to the phone prior to it being sold to you, the consumer.
 
Doubt they're covering the car under warranty (which is what my statement indicated)...

But yes, the fact that Nokia USA won't even assist is frustrating. But from a car standpoint, I don't think Nissan of America would help your friend. Dealerships are a whole 'nother story....
 
I do agree that it is a bit bogus for them to not even give some non-binding words of wisdom over the phone or something similar. Bought from an online retailer or not, most of the problems are still going to be typical anyway, but, selur eht era selur.
 
I do not think the training is all that extensive. I bet you call them, they plug your symptoms into the computer and it tells them what to do to correct the problem. (that's what happened with my 9290) There is no reason why they should not have access to european database for troubleshooting. What about europeans working in the US who purchased their phone in Europe or vice versa? They have to pay long distance charges to get their phones working. They can make an effort to solve the probmlem instead of blaming the customer for buying a european phone.
 
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