06-08-2012 07:14:46 AM
I was very excited to see that the Lumia 900 was coming to AT&T, so much so that the day that my renewal was available I went to the store and puchased a white Lumia 900. This phone performed flawlessly for three days. On day 4, I dropped the phone off of my desk on to the carpet and the screen shattered in the top corner. I, regrettably now, filed an insurance claim. Two days later, I received a Cyan Lumia 900 (I believe this one was a refurb since the box was open). This is where the story gets really bad.
My first replacement arrived on a Friday, I arrived home that evening and unboxed the phone and proceeded to set it up. This one had both the weak vibrate and the purple hue bug. Although I was a bit bummed about it, it wasn't the end of the world. I set my phone back up and ate dinner with the family. Once the kids were in bed I decided to check facebook, unfortunately my phone was off. I plugged the phone into the wall and nothing happened. A bit concerned I held down the power button and eventually the phone powered back on. Thinking the battery was perhaps very low I plugged the phone in the wall and watched some tv. A little over an hour later I checked my phone and it wouldn't power on again, forcing me to hold the power button (approximately 15 seconds) to power it back on again. Monday afternoon I went directly to the retail store and showed the sales person what was happening, she informed that since this was an insurance claim I had to contact Asurion. While at her counter I called Asurion who seemed to have never heard of this occuring, they decided to ship me a replacement.
My replacement arrived two days later, I unboxed it (appears brand new, never unopened box) expecting the best however was apalled to find that this phone was worse than the phone it was replacing. The phone will shut itself off immediately when the screen is locked, whether manually or automatically, once again has the poor vibrate, and to my surprise I was greeted with the new data connectivity bug. At this point I was completely frustrated and wanted to simply exchange the phone, pay my restocking fee, and move on. Unforunately, I can't do that since my new initial phone was damaged and I had to file an insurance claim. Despite my hair pulling frustration at this point, I once again conatacted Asurion and I'm about to receive my FOURTH Lumia 900 in less that two weeks and I have zero faith in its ability to function properly.
I, unfortunately, have no recourse but to continue the insurance treadmill of faulty phones or pay my ETF and leave altogether. I've been a customer of yours' for over 6 years and this disfunctional product is losing you a customer. I can handle something not working exactly as it should, what I can not tolerate is a phone that I have to power on every time I want to use it. I miss calls constantly, can't check email or texts, use the internet, listen to music ... in short I have a beautifully crafted brick.
I can't understand why I can't just exchange the phone and pay the restocking fee. Asurion is YOUR approved insurance provider, if you don't trust their products enought to allow an exchange on them, then why are you using them exclusively? I could understand if it was an insurance exchange by a third party, but this is the insurance provider your company signs us up with!
06-08-2012 07:48:18 AM
My suggestion may not be the solution that you would want to hear, but I think that it is your best bet for getting a working phone. Contact Nokia directly to see what they will do for you. Nokia really wants the Lumia launch to go well in the US and had been trying hard to win customers' satisfaction.
Nokia may not be able to help because of the history of your exchanges, though. Since the phone is so new, there is a limited amount of devices that Asurion would have available to send out now.
06-08-2012 08:04:14 AM
I have already contacted Nokia. Synopisis:
me: My phone shuts off every time it locks, this is my second time exchanging this phone for the same problem
nokia: It's a known software bug
me: A non functional phone is a bug?
nokia: So sorry, engineers are currently working on a fix. Unknown when we will relase it.
06-08-2012 09:08:19 AM
Interesting. My Lumia 900 doesn't do this, so there must be phones out there that wouldn't give you this problem. Have you done the latest update to see if that will fix it? The update came out around Tuesday of this week; I don't know what it was supposed to fix and haven't downloaded it yet myself.
Did Nokia tell you what apps or what causes a conflict to cause this software bug to occur?
06-08-2012 09:14:00 AM
My first Lumia didn't do it either (the one that had a screen shatter), just the two replacements I received. I applied the update, did not fix the problem. Multiple resets didn't fix the problem.
I, as of now, have no apps installed on my phone. It checks two email accounts, and I have my zune login (but no songs downloaded). My phone is about as factory as you can get. I did this as a troubleshooting step primarily, but also I discovered the hard way that you can't restore a backup to a different phone (thanks MS).
The rep wouldn't expound on the problem, just that it was a known software bug.
06-08-2012 09:22:35 AM
06-08-2012 10:09:44 AM
You can take your phone back to att since its no longer the one you originally bought
06-10-2012 04:08:16 AM