26 May 2011

RIP Nokia E73 Mode (the autopsy)

I wrote one of these about my Blackberry a long time ago, and now it's time to talk about what happened to my Mode.
I won't go into the full details of what led to the E73 going through the wash, except to say that it has to do with my leg surgery, the open incision I was left to manage, and the reasons for leaving the incision open after surgery. Suffice to say, things got a little gory one night, I had to take a shower, and threw my slacks in the wash in a slight panic. The sad thing is, I even checked my pockets. I just didn't check them thoroughly enough and even thought I'd already taken my phone out of my pocket.
It wasn't until I heard a repeated and loud "thump" coming from the dryer that I realized my phone wasn't on the bathroom counter where I thought I'd placed it.

Surprisingly, the phone actually worked after it dried... but only mostly. Here's where the story gets rather odd. I put my SIM card back in the phone and turned it on, only to find that it would turn itself off the moment I got to the main screen... then turn itself on all on its own, get to the main screen, and power off all over again. This cycle would repeat until the battery ran down. With the SIM card out, the story is very different; the phone turns on and stays on, but absolutely cannot and will not allow itself to be turned off. The only way to turn it off was to either wait for the battery to die, or remove it altogether.

I sat on the phone, debating what to do. I didn't have insurance on it (though I can't remember whenever I canceled that part of my phone plan), and I hadn't had it long enough to do another upgrade. At that point, it seemed the best option would be to contact Nokia about an Out-Of-Warranty repair. I went to their support site, found what I needed to do, and printed and filled out the form that would need to be enclosed with the phone on its journey back to Nokia for service. I checked the little box that noted the liquid damage, which made it an out-of-warranty issue. What was supposed to happen was that once they'd received the phone and inspected it, I would be contacted with an estimate for repairing the phone, and the operation would proceed from there. If it was too expensive, I'd just get an upgrade at less of a discount or simply keep the temporary phone I'd been using in the interim.

Nokia doesn't seem to get very many OOW service requests, as evidenced by what happened after I sent the phone out.

I was not contacted with an estimate. Instead, I found a small package in my mailbox with my phone inside and a note from Nokia stating that liquid damage invalidated the warranty and they could not repair the phone.

Obvious question: Then why is there an option to check "out-of-warranty" on the service request form, and instructions stating that I would be contacted if this turned out to be the case?

At first, I was furious, it seemed that Nokia basically ignored exactly what I'd told them on their own paperwork after following their instructions completely and to the letter. I called them in a mad huff, expecting to be confronted with full-on denial about their being able to do OOW repairs at all. Somewhat luckily, it turned out that they had abided by their own policy and procedure, but simply didn't tell me prior to returning the phone that it was simply beyond repair for them, regardless of any price that could be paid. They couldn't fix whatever was wrong with the power switch, but simply wrote it off as "not covered by warranty" despite that being established from the start, making me think they hadn't looked at the service request form in the first place.

In short, the Nokia E73 Mode, despite technically surviving a round in the wash, is considered totaled in the eyes of Nokia despite its ability to turn on and run all of its offline applications without a SIM card in it.
Post a Comment