Problems with repair

I purchased a Nokia phone as a replacement in July 2004. It had severe battery life problems and was sent in for replacement within the year. Despite assurances in conversations with the Nokia representatives (a conference call with T-Mobile) that the phone would be fixed, because it was within the twelve month service period, the phone was held for two weeks and then returned without being fixed. Furthermore, no effort was made to figure why we would have sent in a phone that did not meet warranty requirements.

Subsequently, I called Nokia and spoke to Jay at "escalation" and was told to re-fax the appropriate info and that their representative would get back to us and take care of it, presumably by supplying a valid RMA.

A week went by without response. I called again and was then told that the documentation that T-Mobile provided for a replacement phone was invalid, and that they could not facilitate a phone call that would resolve the issue. I asked to speak with a supervisor and was told that Calvin was the highest authority I could reach.

I am presently talking with T-Mobile, who is facilitating such a conversation.

I finally found an intelligent, helpful rep name Kathleen at Nokia who explained why they were so backloggged and agreed to have me fax the info to Shonda. This will take another few days and we shall see if they indeed respond