Repair and recycle

We care passionately about the service and support that we provide to you.

The Nokia Careline can be contacted on 0800 NOKIA 1 (0800 665 421) where we have qualified representatives available to speak with you, 8am to 6pm Monday to Friday and 8am to 1pm Saturday (excluding public holidays).

You can also contact us by email.

Nokia Care Centres are located in Auckland and Christchurch (due to open early 2009). The team at your nearest Nokia Care Centre are available to assist you with the assessment and, if necessary, prompt servicing of symptomatic Nokia products. The team can also assist you with Nokia genuine accessory purchases and general usability and troubleshooting enquiries. Click here to locate your nearest Nokia Care Centre.

The privacy of your information is important to us. Click here for a copy of Nokia’s privacy policy.

We will provide support that you can depend on when you need it.

Our support web site, nokia.co.nz/support, has been developed with you in mind. Innovative online services are available to enable you to:

• download a copy of the user guide for your Nokia product
• view interactive demonstrations to learn more about your Nokia product
• locate your nearest Nokia Care Centre
• check the repair status of your Nokia product (an exclusive service for Nokia Care Centre customers)
• update or refresh the software in your Nokia handset (selected Nokia models only – check online to see if your model is supported)
• view the full terms and conditions of Nokia’s Manufacturers Limited Warranty

We will listen to you and provide you with simple solutions.

We are always interested in your experience of using our Care services. Feedback from our customers enables us to continuously improve the services we deliver. To provide us with your valuable insight we invite you to complete a feedback form. This can be done online here .

We appreciate that your time is valuable.

Should your Nokia handset develop a symptom within its warranty coverage, you are invited to visit your nearest Nokia Care Centre, where we will have your Nokia handset ready for collection within 3 business days of your initial visit. If requested, to minimise any inconvenience to you, a loan phone is available for your continued use until your handset is ready to be collected.*

If your Nokia handset is not ready for collection within 3 business days, we will offer you a complimentary and compatible Nokia genuine accessory, from our Customer Charter selection, when you collect your handset.*

* Terms and Conditions apply

1. 1. Nokia Manufacturer’s Limited Warranty (MLW) terms apply to this Customer Charter (“The Charter”) (including, but not limited to, the warranty period and exclusions such as normal wear and tear and misuse of the product). Please read the MLW provided together with your handset (also available at www.nokia.co.nz/warranty).
2. In these terms and conditions, you refers to the end user of the Nokia handset identified on the job record (referenced by job number).
3. The Charter only applies to Nokia handsets submitted by you directly to a Nokia Care Centre (NCC) for servicing under the MLW.
4. The Charter is not applicable to Nokia accessories like batteries, chargers, desk stands, headsets, cables and covers or any media on which any software is provided, e.g. CD-rom or memory card.
5. Should you submit a handset for servicing under the MLW and it is assessed as not meeting MLW conditions (due to, but not limited to, normal wear and tear and/or misuse of the product), The Charter is not applicable to that repair job.
6. Any Nokia complimentary accessory issued to you is subject to the applicable warranty period listed in the MLW. You should retain the letter and service report supplied with the complimentary accessory as a proof of supply to be presented in case warranty service for the accessory is required.
7. The Charter is applicable for each unique warranty job (referenced by job number) at a NCC.
8. When measuring the time taken to have a handset ready for collection, the time starts when the handset is receipted into the NCC tracking system and a unique job number is generated. The time stops once the job status reaches “awaiting pickup” at which time you are notified that your handset is ready for collection.
9. A loan phone, if provided, may not be the same model as the original handset submitted for warranty servicing by you and you agree to return the loan phone once your handset is ready to be collected. A credit card imprint, or refundable cash deposit, is required from you prior to a loan phone being issued.
10. The Charter is in addition to, and does not affect your legal (statutory) rights under applicable national laws relating to the sale of consumer products.