A few hours later I receive a call from Nokia Care, this time a man, but once again the call is from somewhere in the Philippines, not Nokia Care UK. The man listens patiently to me, I explain that I sent a 64gb phone in for repair, and received a 32gb in exchange and that it has a damaged sim tray. He say no problem, if the sim tray is damaged it can be replaced, then in roundabout way asks if it is possible that I had made a mistake about the capacity of the 1020 I sent for repair. I actually have the box sat in front of me on my desk, I offer to send him a picture, he tells me that they will be able to tell from the IMEI, I comment that had they checked that in the first place, this whole problem wouldn’t exist. I then mentioned the fact the 1020 I sent in repair was unlocked, and I would like the exchange phone to be unlocked as well as I am no longer an O2 customer, he tells me this won’t be possible, I ask why, explaining if O2 unlock an iPhone and it needs exchanging for any reason, then the replacement will be unlocked too, he tells me that is not Nokia’s policy and there is nothing that can be done about that and I will need to contact O2. I am not happy about that if I’m honest and tell him so, but agree to worry about that later, I just want my 64gb 1020 back.
Having provided all the details (again) I expected him to arrange collection and send my replacement, but alas no, he told me he would forward the details on to the relevant department for checking. Stupidly, I had thought that was him, but anyway, he told me to expect a call in a couple of hours.
The call never arrived... More at TechTalkUK.
A sobering tale from Nick and one that does not appear to be uncommon for Nokia customers and for many other phone users. It compares starkly to my latest Apple experience where my son's iPhone 5, which is 16 month's old, developed a wobbly charging port which could stop the charging process on occasion.
I made an appointment online, visited the local Apple store and within 10 minutes he had a replacement iPhone 5 which was processed in the most polite manner possible. While I was there, I asked why my mid-2011 iMac was continually using up all of the 12GB RAM I had installed and the advisor arranged for another appointment to have it inspected in the store. He said that it did not matter that the iMac was by now 3 years old- they would look at it and try to resolve the situation.
I have written about this before, but it remains the case that Apple's support is extremely important to people like me who rely on their computer and especially their phone. The peace of mind alone is worth a few extra pounds at the point of purchase.