How Do I Contact the REAL Nokia Company ..

Question

Please help, someone .. anyone !! I cannot get any help from Nokia USA because ... well, here is my story, and I am sorry if I chose the wrong forum. I am not quite sure where to post this.
I will try to make this VERY LONG story, as short as possible.
I sent my phone to Nokia [USA] for a repair on 1/5/2007 [just a few days after receiving it.] I couldn't find a reason why the phone was locking up and I couldn't find a solution to repair it .. Apparently I am not the only one that couldn't figure it out .. The repair center I sent the phone to couldn't either.
On 2/2/2007, after dozens and dozens of repair status inquiries, many hours on the phone with Nokia USA, the EXECUTIVE SOLUTIONS DEPARTMENT tells me that Nokia Repair could NOT fix my phone. It is a hardware issue and repair has NO PARTS and NO REPLACEMENT phones ... WHAT ???
The N93 is for sale on the Nokia USA website. Every once in a while the website reports it out of stock, but as of Friday when I get the news that there are no parts and no phones to fix or replace mine, I check the site and see they ARE IN STOCK - AND TAKING ORDERS FOR IMMEDIATE SHIPPING ...
I ask that the EXECUTIVE SOLUTIONS TEAM get me one of those phones. NO CAN DO ... they say. AND, Nokia repair can not have the sales department's phones either. Why is this ???
So today I did some investigating. Nokia Repair USA is NOT REALLY NOKIA REPAIR, it is some company called Palco. They are in Alabama and they cannot repair my phone because they have no parts and they cannot replace my phone [as stated in my warranty] because they have no phones. I talked to Palco today and the woman tells me that parts and phones have been on order for months and I guess since Palco does MUCH MORE than just repair phones for Nokia - the phones they receive from Nokia customers that they cannot fix for one reason or another are just tossed in a pile and forgotten. I guess it is not a big concern of theirs .. They just email Nokia USA and tell them - Sorry, we can't fix this phone. END OF STORY.
Nokia Executive Solutions Department says - We will have to mail you a refund because we have NO WAY of replacing your phone. END OF STORY.
Which leads me to believe, like I have for weeks now, that Nokia USA support, Nokia USA customer service and Nokia EXECUTIVE Solutions USA, are different companies contracted by Nokia to SHUT THE CUSTOMER UP. Apparently they aren't the ones who do the actual refund. I don't know where the refunds come from, but I was PROMISED, I will get a refund.
I WANT MY PHONE!
So ... this is why I want to get in touch with the REAL Nokia company. I want a N93 and I want to get it from Finland or wherever the REAL company is.
One of the reps at Nokia USA Executive solutions USA said the name, Palco when we were talking about the repair so when I got off the phone with him, I looked up Palco on the internet and sure enough, the address I sent my phone to, is the same address as Palco. So I called them.
There was NOTHING on Palco's recorded message that even mentioned cellphone repair. It talked IT Sales and service and a whole lot more, but NOTHING NOKIA and NOTHING CELLPHONE .. I pushed O for an operator and she connected me to - the person who handles Nokia phone repairs.
Before I send Nokia USA anything to get my refund under way, I want to try and reach the REAL nokia in Finland or wherever they are and see if I can get a replacement phone! I almost forgot to mention. If I go the route, it will take SIX WEEKS to process. Can someone please give me some advise?
Sorry for rambling. Hope you can follow me .. I know I jump around a lot. I am just so frustrated.
Diane

Answer 1

The address for Nokia's Head Office for the US is :
Nokia Americas
6000 Connection Drive
Irving, Texas
75039
USA
Tel. [phone]
and this information can be found here :
http://www.nokia.com/link?cid=EDITORIAL_4546
One word of advice - Nokia is HUGE - give them a call first and get the name of someone or at least a department that you can address your letter to or it will get lost in the myriad of letters that Nokia get everyday.
NSCs (Nokia Service Centres) in the UK are also run by 3rd party companies, as I suspect most of them round the world are. For want of a better expression Nokia outsource this facility to 3rd party companies and then get the blame when it all goes wrong (!).
In the UK we have a facility called Club Nokia where can we can report issues directly to Nokia relating to this as well as carry out tasks like product registration however I've just had a look on the US website and there doesn't appear to be this facility for the US - each task has it's own webpage.
As to these forums, please remember that although you will see various Nokia administrators etc. they are simply here to ensure everyone plays nice rather than offering any form of official help or support, and that these forums are a user to user help forum - i.e. I'm a direct end user of Nokia products exactly as you are !
Anyway, good luck - let me know if you need any further help.
Regards,
Edward