My not nice story with Nokia Booklet 3G, polish st...

Question

Dear Sir/Madam,
I would like to present my story brieflywith NOKIA service- Regenersis Company (Warsaw).
I have bought netbook Nokia Booklet 3G on 08/08/2010.I was fascinated with this machine (due to the advertisement, what later turned to be my curse, and despite the price I have bought it in EuroAGD shop, based on Lipowa Street, in Gliwice.
I have decided to start it off a few days after (as known updates require time, and on the top of that also need good internet connection , and my internet provider was facing some difficulties these days).I realized in few minutes that WLAN connection i snot working properly ( I use home router, operating together with Windows 7 standards).My netbook was not able to connect to my internet network and others stay ,,invisible,,to it.Ommiting such a small issue, I got to conclusion :if version of the ,,Starter,, system is so poor, I will purchuase Windows7 Pro hoping it will change everything.Unfortunately, it was not the way I wished.Despite the fact I have tried to make some free space in panel, WLAN card appeared useless.I admitt I work as a driver and WiFi connection is essential for my work when abroad, as roaming prices are too high.Because of this, I have decided to complain Booklet.It is Nokia so I will not be a problem.
First I had to find out what are where, so I called Nokia Care.I was informed my problem will be solved on the spotin any Nokia Department ( Gliwice, Chorzow or Katowice).
How surpriced was I when Nokia Department told me totally oposite- Booklet has to be sent to Warsaw.Unfortunetely Departments are open on the week days only, and I go back to Poland on Saturdays, I have no other option than complain it at the shop.
I started realize how difficult it is going to be on 25/09/2010 ( did not expect it would be that difficult).Well, shop manager was ,,molesting ,,me asking why I want to complain Booklet in HIS shop, while there is Nokia Department in Gliwice.I was explaining it is my business why here, thefore I said because of my working hours ( he did not mind to mention any member of my family could complain but as I wish MY complain instead of two weeks at Nokia service, will take up to one month here!
Complain was legallu based on warranty ( which I have regreted after).
I searched fro any infromation about my Booklet on the EuroAGD website.On 15/10/2010 I made a call to the call center and I got informed my machine is back to the shop, and the website is not updated yet.I run to the shop the same day.Stresful situation again, as shop manager looked at me, at warranty papers and opened his eyes wide.He did not know anything about my Booklet, which supposed to return from service.I was waiting over 30 minutes, trying to figure out who an why would treat me lieke a fool.
After all they found it!Staff members foung it somewhere in the storage…I signed the papers, checked the box and…
here it started my agony with Regeneresis Company (Warsaw)!Here comes what I have read in service report:
,,Dear Costumer,
During servicing your machine ,claimed problem did not appear…( and here comes the best part)…long term tests run by out technicians did not confirm the issue.Machine works.
I have dropped my jews!How could it work???- standard router, 100% of signal strenght, available to half of my neighbourhood but I am not able to work on my machine 4 meters from the router!There was nothing I could at the time to confirm receiving my Booklet but with the complain due to the way of proceeding the complain.I have checked the system at home (angry) and all my nerves started to be relesed…: lond term tests- all 4 minutes in total, together withseconds it takes to switch it on and off!!!
I called Nokia on Monday: here lady on the phone completely calm informed me, she has no clue about the repair, and I need to contact with the service.
Ok, I wrote first email to get explaination from Regeneresis- NO REPLY.Second email-STILL NO REPLY!
Then I emailed Nokia Poland and EuroAGD.
Then I decided to make a request to the way of servicing ( by calling Regenersis) and again was ignored. Lady on the phone told me, I should contact them via email, as she does not know any detail of servicing and contact with technician i snot possible.
When for the THIRD time I wrote to Regenersis, claiming if I do not not get the expertise of the tests of my card I will sue them in the court, finnaly I got the answer:
,, We hereby apologise for any inconvieniencedue to the wrong expertise, we are very sorry to hear about not detected problem in your Booklet.We kindly request to pass your machine to the service point again.
So all good! But I did not wish to argue with shop manager again AND wait for the nest weeks.I called Regenersis Company one more time to contact person responsible for quality control ( it took me few long calls).
Finally , when we started the conversation I requested that they will pick michine from me and on their own cost, as I do not have time either not in mood to deal with this as they made a mistake.
Case was closed, and I hoped this time it will be sorted out.Ho wfool was I?!
I have received the message from Nokia Care Poland on 26/10/2010:
,,Concerning complain nr 88/44/2010.
Thank you for document sent on 15/10/2010 and also 15/10/2010.In return to your complain, according to thewarranty service repair, Booklet 3G IMEI nr 35823/1030270606 by Authorized Nokia Service Center- Regenersis ( Warsaw), we would like to inform , that due to the leak of documentation it is not possible to proceed with decision.
We also explain, that all complains due to the terms of warranty are taken under consideration after receiving copy of purchuase together with service repair copy.To check your claim in details, please fax above documents on the number below: 0225419800 or via email [email protected].,,
It is true I did not send any scans, but all information: reports numbers, dates and so on i sent, so in th eera of telephones, computers it i snot a problem to get interested if company is providing good service and if it is in the good name of Nokia.I have dropped this after all contact I had with Complain Department of Nokia Poland. I knew it had no sense.
I have received next reply from EuroAGD on 29/10/2010:
,,Dear Sir,
In return to your message, we inform, that expertise at service did not confirm any problems in work of machine.During tests any issues did not occur. We inform complain was due to the warranty, and warranty is a legal base responsible for censiderating and decisions taken to close the complain.Seller always bases on opinions of authorized warranty service.,,
This was not surprise!but I was just disapointed that even they were not interested to do anything about it, even when I have presented them incompetence of the service (monitor screens, where system diary was shown!).
Courier pick up the Booklet on 25/10/2010.
At the time I sent all screens of analize of software monitoring LAN network as well as information about another problem in Booklet!!!
Bios started to stop to workand the whole machine slown down so drastic that to start system off was taking over 5 minutes!
Above person once a week to get any infromation.It was taking hours.
Next call to Regenersis and Nokia Care Poland, and this time Nokia- lady accepted a complain based on IMEI number , but nothing happened after.
Booklet came back to me at the beginning of November, enclosinf report saying:
,, We inform, during servicing the repair was run according to the producent procedure.Machine works.,,
True, Bios was working- hard discexchenged, new preinstalled Windows7 Starter, but WLAN card still not working!!!This time it cuts signal untill -55dB,in some way this was a succes but internet connection was not possible.
Booklet went again with courier to Warsaw on 29/11/2010.This time not to be repaired but for the expertise to replace machine fro the new one.Control Department said it will take no longer than 1,5 weeks ( optymistic- I thought).
I contacted the same person on 13/12/2010.Unfortunetely a complain cannot be done this way, so I have to do this in person in the shop, and Regenersis will send back machine together with expertise, which is already done, but I cannot receive it ( available fro the seller only).I went to the shop on 19/12/2010.I was getting upset again as shop manager said he will not accept a complain without a Booklet!Explaining that machine will arrive ditect to them and that this fact should be added in documentation gave nothing.I got strict answer:Booklet has to be brought in person, then sent to service for the expertise and with new expertise and the Booklet back, they have 14 days to consider replacement- consider does not mean I got one.
I called Regenersis again on 20/12/2010 and explained what and why.I got information Booklet will be send the same day, and as they will receive a request from the seller, they will also send expertise vi aregistered letter.Hoping that the parcel will arrive the next day, and considerating EuroAGD procedure, these 14 days means decision would be at the begining of 2011.How wrong was I?!
On 23/12/2011,at 09:00 my Booklet was still on the shelf in Regenersis Company (Chmas begins tomorrow, I honestly doubt that Booklet I have bought in August 2010 will get back to me in January 2011!!!
Today, on 28/12/2011Booklet was returned to EuroAGD and sent back to Regeneris Company. And I don’t know how long its going to take again.
Best Regards.

Answer 1

Yep **bleep** in Poland are not nice! I remember times when our tourist busses, cars and so on were robbered on your roads
Ok, I had similar problem. Solved it just after one day without any strees and extra work - just changed my old wi-fi router (because I was able to connect to my neighbors wi-fi). Simple - just try other wi-fi. Don`t try to re-bild Nokia factory in Chine, try to use compliable router. 
My noncompliable router was Netgear with only b/g networks. Don`t remember model.