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Problems with Lumia 920


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#16 OP Invizibleyez

Invizibleyez

    Neowinian

  • Joined: 02-March 05

Posted 17 November 2012 - 16:30

I contacted Nokia about this. So far, they seem to be less than concerned. If anyone wants to read my conversation with them, here it is. I edited the conversation a little for privacy reasons.



Robbie: Hi, my name is Robbie. Thank you for contacting Nokia Care Chat. How may I help you?

invizibleyez@aol.com
Who should I contact regarding issues with my Nokia Lumia 920 display scratching very easily?

Robbie
I am sorry to hear that. Let me see what I can do to assists you with your concern. Before we proceed, may I know your full name please?

invizibleyez@aol.com
Willy Wonka

Robbie
Thank you for the information Willy. May I know what exactly happen to the phone while the screen display have a scratch?

invizibleyez@aol.com
I was carrying my phone in my pocket as I always have done at work. There is no case or screen protector, and there were no sharp objects or hard objects at all in my pocket.

Robbie
I see, I would like to inform you that the Nokia Lumia 920 corning gorilla glass is a scratch resistant glass.

Robbie
Not fully scratch proof and it may have a scratch.

invizibleyez@aol.com
I do know this. it's actually Gorilla Glass 2, which is scratch resistant. I have subjected it to the same environments that my older phone was subjected to, which has Gorilla Glass 1. That phone never had an issue with getting scratched in the same environments and conditions.

Robbie
Thank you for the information. However it depends on the usage of the phone if it will have a scratch on it.

invizibleyez@aol.com
I would expect some superficial small scratches as it is a very high gloss finish, and also protrudes from the phone slightly on the front, however, my biggest concern happened yesterday while at work, with nothing at all in my pocket, I noticed a sudden deep scratch, seemingly from nowhere. I can actually feel it if I run my fingernail gently over the surface.

Robbie
I see, while your phone is on your pocket did you bump yourself to any hard edges?

invizibleyez@aol.com
nothing at all. There are no incidents to be reported.

invizibleyez@aol.com
I am certain this is an problem possibly with a batch of the Nokia Lumia 920, as 2 of the forums I frequent have users reporting the exact same problems.

Robbie
I would like to inform you that we do not have any information regarding to forums or other third party websites.

invizibleyez@aol.com
That's ok, I was just letting you know what I have come across.

Robbie
Thank you for understanding. Since it is a hardware issue and we do not have any procedures can be done on the phone.

Robbie
Your best option is to contact your point of purchase for a replacement.

invizibleyez@aol.com
Are there any kind of batch codes or anything I can try to track to see if this is related to all Lumia 920s or just a specific batch?

Robbie
There are not specific batch code for the Nokia Lumia 920 phone that are release.

invizibleyez@aol.com
Alright. I understand Nokia does not make the glass, so I have also contacted corning regarding this issue.

Robbie
I see, may I know what information they have provided you?

invizibleyez@aol.com
Nothing yet, I just emailed them.

invizibleyez@aol.com
If they do send me any information, should I forward it to you?

Robbie
Okay let us know what information they have provided you. For the mean time your best option is to have a replacement from your point of purchase.

Robbie
Yes, please do not hesitate to contact us again.

Robbie
I will be providing you a reference number of this chat conversation.

invizibleyez@aol.com
Is there an email for customer support?

Robbie
You can email our Nokia Support if the live chat is already close.

invizibleyez@aol.com
Support@Nokia.com?

Robbie
Please refer to the link below:
http://www.nokia.com...upport/contact/

Robbie
If the live chat is already close you can send email.

Robbie
The reference number for this chat conversation is #######.

invizibleyez@aol.com
Okay thank you. I am going to save this conversation for my records.

Robbie
You are most welcome. Yes, you may print out our conversation from you end.

invizibleyez@aol.com
Thank you for your attention. I hope this problem isn't too large when it is all said and done. I do love the phone, I'm just worried about it's longevity at this point.

Robbie
You are most welcome Willy. No worries, I will be treating your concern as a feedback from my end to improve the said phone in the future

Robbie
Are you still there Willy?

invizibleyez@aol.com
Yes. Thank you for your time. Have a good day.

Robbie
You are most welcome Willy. If you do need any further help in the future, please do not hesitate to chat with us again. Thank you for contacting Nokia Care Chat and have a great day!


#17 Scorbing

Scorbing

    Halo Master

  • Joined: 02-December 01
  • Location: Florida
  • OS: Win 7 Pro, OSX 10.8, Ubuntu 12.10
  • Phone: Galaxy Note 2

Posted 30 November 2012 - 04:28

I have had my Lumia 920 for almost a week now, and I love it, but 2 things are scaring me. The screen seems to scratch really easy on mine, so I guess a screen protector will be needed which I never needed on my LG Quantum. The phone also gets very hot and burns through battery quickly while I am at work. I hope the battery thing gets fixed with an update, however I guess the screen scratching thing I will just have to deal with.



Rule #1 when buying a new phone:

1. Put a screen protector as soon as possible (preferably at the store).

That is the very first thing I did on my Galaxy Note 2. I put a military grade screen protector and got a hard cover for it. Those things are expensive man and you need to protect those suckers.

#18 majortom1981

majortom1981

    The crazy one

  • Tech Issues Solved: 1
  • Joined: 30-November 01

Posted 30 November 2012 - 04:32

Make sure you turn off Nokia drive in the background. You can prevent this in the settings. Its known to cause battery problems

#19 BajiRav

BajiRav

    Neowinian Senior

  • Tech Issues Solved: 1
  • Joined: 15-July 04
  • Location: Xbox, where am I?
  • OS: Windows 8.1, Windows 8
  • Phone: Lumia 920

Posted 30 November 2012 - 13:20

If you bought from an at&t store, go back and ask for a swap. It might be a just a lemon.

#20 frett

frett

    Neowinian

  • Tech Issues Solved: 1
  • Joined: 30-November 12

Posted 30 November 2012 - 13:38

Thank you for posting this, OP. And thank you for posting your conversation with the Nokia rep. I kept laughing out loud when the rep called you Willy. I wonder how the conversation would have gone if you really HAD given them your name as Willy Wonka. :)

Anyway, I agree that your situation seems pretty unusual. And from the photo, it seems REALLY unlikely that that scratch on the right came from dust in your pocket. It just doesn't have the right "look" to it.

I agree with BajiRav. but do not return it for the scratching reason. Don't even mention it. Simply tell them it's overheating and exchange it.

#21 floopydoodle

floopydoodle

    Neowinian

  • Joined: 17-November 10

Posted 02 December 2012 - 10:18

I always wash my pants with the pockets inside out just to get rid off sand or something else that might scratch my phone.

A screen protector on a lumia 920 would look ridiculous, and it probably wouldn't stick to the edges of the curved glass.