Phones and Aftercare

A few tweets this morning over on this morning got me thinking about Mobile Phone reliability.

It was triggered by Adam Stone (better known to some as @rokkster) commenting that he had been into the Apple Store with a faulty iPhone which had been replaced on the spot – leaving him satisfied with the service I’m sure. Even though I’m absolutely no fan of Apple, they have a very good approach to warranty replacement – and if the single experience I had (for a friend obviously, there’s nothing Apple here) of a non-warranty period failure is anything to go by, any replacement/fault situation.

My experience of Samsung faults is non-existent, thus far (touch wood etc), I’ve never had a Samsung device fail. By the same token, although not mobile related, I’ve got quite a few things made by LG and have done so over the years, and I can’t recall a single time that they have ever failed. Accordingly I have no idea what the warranty care is like, as I’ve never needed it – this has to be the best situation of course, but clearly when you sell millions of devices sometimes it must go wrong.

But what I hadn’t really considered until now was just how bad Nokia was, and sadly still is. Historically I owned a lot of Nokia phones, including the still brilliant Communicator Series (discontinued and missed), to the less “brilliant” N97 bodge job of a phone, the N900 and so on. Then after a long hiatus, last year I picked up a Nokia Lumia 710 windows phone so I could test it against services at work and ensure we can support our customers.

That phone also failed, and is going back for repair – which will take 2-3 weeks. Fortunately it isn’t my main phone at all, and I haven’t missed it in the 2 months since it did fail since I’ve not had time to get it looked at. I guess warranty care isn’t the first thing you think of, but you’ve gotta wonder why they have such high rates of failure – that Lumia has hardly ever been used, so to have failed is a pretty poor show.


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