Covid-19 affecting service level

Hi everyone Whilst our community is always open, we are experiencing some challenges offering the same levels of service you’re used to.

Covid-19 affecting service level

HMDLaura HMDLaura
Staff member  / 

Hi everyone

Whilst our community is always open, we are experiencing some challenges offering the same levels of service you’re used to.

We know you are aware of the impact of Coronavirus (Covid-19), and unfortunately this impact has added extra strain to our resources, affecting our language support teams and our ability to respond as fast as we would like.

The safety and wellbeing of our community is our highest priority right now and we are doing our very best to connect with you, in the right way, during this very unusual time.

Please do bear with us, and stay safe.

Best regards,

Laura 

Comments

  • iamkrishna08 iamkrishna08
    ✭✭✭  / 

    No problem at all @HMDLaura .

  • MdSadique MdSadique
    ✭✭✭  /  edited March 25

    Stay safe everyone and take care

  • tantoroni tantoroni
     /  edited April 1

    Introduce, I'm tantoroni from Indonesia. I agree with you, CoronaVirus (Covid-19) is a newly discovered virus that causes disease in humans. The sudden plague has made the whole world worry. It spread like wildfire and increased not one or two countries but the whole world.

    [super user edited to remove link to site of unknown provenance]

  • ehasan sabri ehasan sabri
    ✭✭  / 

    What about the warranty...if i need any warranty related services...

  • Aian Aian
    ✭✭  / 

    You guys are always been slow in terms of delivering updates. I expect no better than whatever you said@HMDLaura .

  • @sandi2708 @sandi2708
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    Stay safe everyone. Let's fight the virus together.

  • ranone ranone
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    we'll beat this virus. stay together!

  • MrBelter MrBelter
    ✭✭✭✭  / 

    My Nokia 8.1 went in for repair a few weeks ago and given i expect to see it again in 2037 it was just easier to buy another phone.

    Stay in and stay safe everyone.

  • madbilly madbilly
    ✭✭✭✭  / 

    Hi @HMDLaura and @dipankar paul,

    Please can you tell us what the service level for care centres and postage-based test and repair is currently in various countries or regions. E.g. in India where care centres are probably closed, what alternative options are there for assistance? Is there a postage-based service? What about in Europe, is the postage-based service still working? What if there is a fault and the warranty end date is in the next few weeks?

    Thanks 🙂

  • dipankar paul dipankar paul
    Staff member  /  edited April 8

    @madbilly, our Repair and Returns services are experiencing disruptions in wake of the COVID-19 outbreak. To ensure we can still deliver on our promise, we are extending the warranty on all Nokia phones (applicable to all warranties on feature phones and smart phones that were due to expire between 15th March and 15th April 2020) by 45 days.

    For customers located in Europe and US, where our Online Repair and Return Services are available (https://nokia.ebuilder.com/), you can still choose to book in your phone, and we will repair and return it within the timeframe outlined.

    I request everyone to check the Support FAQs of your respective country's brand site (nokia.com/phones) for more information.

  • madbilly madbilly
    ✭✭✭✭  / 

    Hi @dipankar paul,

    That's helpful to know, thanks. Does this mean there is no postage-based return/repair system in India?

    Cheers 🙂

  • dipankar paul dipankar paul
    Staff member  /  edited April 9

    Yes. In the current situation, we are unable to provide our normal pick-up and repair services in India.

  • madbilly madbilly
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    Thanks for confirming @dipankar paul 🙂

  • singhnsk singhnsk
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    @madbilly All kinds of transport here is halted. At least, in my state, you can't even go out on a vehicle without having a permit (for which only emergency & essentials service providers are allowed to apply). So, unfortunately, it is natural to expect no delivery/collection services to operate here.

    Even my credit card which was due to be delivered on 23rd of March never arrived. Courier services aren't allowed for now. And the lockdown is almost certain to get the extension until 30th April at least.

  • Lazysince1995 Lazysince1995
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    By looking at current situation and spikes in Covid19 cases across India I don't think so lockdown will be end on 14 April for many states. I think it will take another month to normal everything as earlier. And it will be normal only if the cases per day gets zero for few days.

    @singhnsk

  • singhnsk singhnsk
    ✭✭✭✭  / 

    @Lazysince1995 Punjab already extended it till the end of April. I'm sure other states will have to extend it too :(

  • nikhilkunwar0904 nikhilkunwar0904
    ✭✭  / 

    No Problem at all Stay Home Stay Safe @HMDLaura

  • UGWUIKE UGWUIKE
    ✭✭  / 

    @HMDLaura Thank you very much,stay safe

  • madbilly madbilly
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    Hi @dipankar paul,

    I hope that HMD consider extending the warranties again now, considering that April 15th has passed and most of the world's population is still under some sort of lockdown. What I mean by that is, extending the same 45 day extension to all phones with a warranty that expires before 15th May.

    Cheers 🙂

  • madbilly madbilly
    ✭✭✭✭  / 

    Hi @dipankar paul 👋

    That's great! Thanks for chasing this up and also increasing the extension as well as dates within which warranty expirations are being extended, I think we all appreciate HMD being pragmatic and understanding at this time.

    I hope that the lockdown isn't too difficult for you, your family and friends and that you all stay healthy.

    Cheers 😃

  • AbhijitBeast AbhijitBeast
    ✭✭  / 
    People are helpless today
    


  • jeffianfm jeffianfm
    ✭✭✭  /  edited May 6
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