Hi my name is Katrina Allen, On Sunday 4 weeks ago my family and I were at a family function and my two kids were playing in a spa, I was not in the spa but sitting there watching them. My son who is 5 got stuck under the table which is fixed in the spa and is not removable. He was drowning I as quick as I could scooped him out of the water and saved his life. My phone which I got on a plan for two years hangs around my neck in a pouch, it got ducked into the water when I saved him and does no longer work. I rung nokia the next day to see if under the sircumstances considering it was a life and death situation if it could be repaired or replaced. I have been using Nokia products for 16 years and never had to make a claim. I never mistreat my belongings, if I had of gone swiming or got in the shower or anything that the phone being damaged was my fault then I would take full responsibility but that was not the case at all. I spoke to 3 different people at Nokia within the first 2 days and all 3 people said that under the sircumstances Nokia will do one of 2 things either repair the phone or if the cost exceedes the cost of a new one then they will replace it. Unfortunately at the time all seemed to be ok and I never took any names etc. However I had to keep calling back as we were trying to get it approved by one of the supervisers and when I eventually got him he said that that is not the case they will not do any of it. Because I did not have the names of the people I spoke to then there was no record of such a thing. So he asked his managers and got back to me 3 weeks later with a response I was not happy with. I was also told that it can be done and it is up to the person who makes these decissions as everyone is merited on their own case. Under the circumstances I hoped for a bit better considering I have been with them for so long and never had a phone fixed or repaired ever. I understand that this is not normal to waver the warranty when it has water damage but I can not be punished for saving my sons life. Iam hoping something will be done and you can contact me on the number provided. Hopefully I will hear something withing the next 5 working days. Thankyou for taking the time to read this complaint.
Regards Katrina
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