Covid-19 affecting service level

HMDLaura ✭✭✭✭
edited May 2022 in Announcements

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,




  • No problem at all @HMDLaura .

  • tantoroni
    edited April 2020

    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]

  • 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 .

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

  • 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 Super User

    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 🙂

  • madbilly
    madbilly Super User

    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 ✭✭✭✭
    edited April 2020

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

  • madbilly
    madbilly Super User

    Thanks for confirming @dipankar paul 🙂

  • singhnsk
    singhnsk Super User

    @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.

  • 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 Super User

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

  • No Problem at all Stay Home Stay Safe @HMDLaura

  • @HMDLaura Thank you very much,stay safe

  • madbilly
    madbilly Super User

    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 Super User

    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 😃

  • People are helpless today

  • jeffianFM
    jeffianFM ✭✭✭
    edited May 2020