Nokia offered to send a courier to collect my phone and return it after repair. The courier’s man came the next day and took the phone. Two days later he brought it back, saying it had no IMEI. Since it actually has two of those, I typed out a sheet of instructions setting how to reach those on the phone itself. The young fellow who came to collect it did not listen to what I said and just tried to take photos of my phone with his own. Finally he left without finding what he wanted. Some while later I got a message from Ecom about my having "re-scheduled" the pick-up. In the same way, the first time the item was marked "defective" or "damaged" on the Nokia web site.