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Nokia Care(less) Centre frustrations

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Nokia Care(less) Centre frustrations

Postby dot dot dot » Sat, 10 Sep 2005 11:49 am

3 weeks ago I brought in my Nokia 6260 for repair, SD memory card was no longer recognized and lcd screen was dark.

So I bring it to the Nokia Care Center at Wheelock, after queuing for about 45 minutes I was serviced by a friendly agent. It would take 3 - 5 days to repair, I would be called when ready. Sounds ok.

After 1 week I was around, so went in and asked about status repair. No one had a clue, records could not be found first, but after 20 minutes, the care center manager assured me I would get a call next week, no problem sir.

Last week, no call. This week, no call. Tried calling them a few times at their 'service' number, no information.

Needless to say I am totally fed up with this total lack of decent and helpful service provided.

Does anyone here experienced the same or does anyone here have suggestions on how to handle this? Any escalation points, or where can I make a complaint and be sure this is taken serious?

Thanks in advance,

Eric

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Re: Nokia Care(less) Centre frustrations

Postby briceloh » Sat, 10 Sep 2005 11:52 am

Eric from the Netherlands wrote:3 weeks ago I brought in my Nokia 6260 for repair, SD memory card was no longer recognized and lcd screen was dark.

So I bring it to the Nokia Care Center at Wheelock, after queuing for about 45 minutes I was serviced by a friendly agent. It would take 3 - 5 days to repair, I would be called when ready. Sounds ok.

After 1 week I was aorund, so went in and asked about status repair. No one had a clue, records could not be found first, but after 20 minutes, the care center manager assured me I would get a call next week, no problem sir.

Last week, no call. This week, no call. Tried calling them a few times at their 'service' number, no information.

Needless to say I am totally fed up with this total lack of decent and helpful service provided.

Does anyone here experienced the same or does anyone here have suggestions on how to handle this? Any escalation points, or where can I make a complaint and be sure this is taken serious?

Thanks in advance,

Eric


do u have the receipt that they took your handphone in for repair? if yes, then u can go down and make hell for them.
IBMing

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Re: Nokia Care(less) Centre frustrations

Postby Guest » Sat, 10 Sep 2005 10:59 pm

Eric from the Netherlands wrote:3 weeks ago I brought in my Nokia 6260 for repair, SD memory card was no longer recognized and lcd screen was dark.

So I bring it to the Nokia Care Center at Wheelock, after queuing for about 45 minutes I was serviced by a friendly agent. It would take 3 - 5 days to repair, I would be called when ready. Sounds ok.

After 1 week I was around, so went in and asked about status repair. No one had a clue, records could not be found first, but after 20 minutes, the care center manager assured me I would get a call next week, no problem sir.

Last week, no call. This week, no call. Tried calling them a few times at their 'service' number, no information.

Needless to say I am totally fed up with this total lack of decent and helpful service provided.

Does anyone here experienced the same or does anyone here have suggestions on how to handle this? Any escalation points, or where can I make a complaint and be sure this is taken serious?

Thanks in advance,

Eric


I had the same kind of service problem, when i took my minolta camera, to have the lens recalibrated. cost me a hundred $ after 1 month of waiting, when it arrived, i got home and tested the camera, it appeared, they had done nothing! Maybe thinking i was a tourist and would leave.

I took it back to the shop, and complained, they sent the camera off again, and it took 3 days, went to collect and they wanted a 100$, I kept my cool and told them, to kiss my arse. They had been paid once already.

I took the camera out of the guys hand and walked out. The best thing you can do Eric is to raise your voice a little and demand action. If they have lost the phone you will have to be compensated.

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Postby riversandlakes » Sun, 11 Sep 2005 1:25 am

Don't worry Eric, with the receipt you are empowered to get a properly fixed phone which is still under warranty.

if they lost it, i thin it's obvious what needs to be done. YOu stand your ground in the shop, to which you have all the right because of this crap, and demand an explanation now and then.

This happened in Kuala Lumpur.

My brother got his phone fixed, and 2months later, there was still dilly-dallying. i didn't know, so when he told me 2 months later, we marched to the shop and was directed from one shop to the next to the next to the next.
the final shop didn't have the name written on the receipt?!

well, the technician on duty was acting a good Hollywood wannabe-actor, searching within and outside of his drawers, on the table, etc. Got to give him some marks.
Couldn't find it, then he escalated to lady boss.

WE WERE GOING TO BE REDIRECTED TO ANOTHER SHOP, after which i said loudly, in Cantonese, "We are going to hold the shop with the name on this receipt responsible for our 6630."

2 days later my bro got his spanking 6630 back.
Goatboy will always cherish his former goatgirl.
But the world is full of fluffier ones.

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Postby dot dot dot » Sun, 11 Sep 2005 10:47 am

Yep, I did have a receipt. I went down yesterday to Wheelock care center. At the reception desk a friendly girl looked at the receipt, searched in the computer and then decided I had already collected my phone...

Nope, I didnot... (I said neutral).

Another guy came, the two started discussing in Mandarin in front of me, directing at the screen in fron of them. I interrupted them and told them to not be so rude in changing to Mandarin and mumble right in front of me.

The guy told me that spare parts were not in yet, so it would take 'another week or so'.

That's where I exploded. I raised my voice and told them I would no longer accept this. Bring me the manager of the center I requested. 5 minutes later the manager explained to me that it was because spare parts were not in yet. So I told him that the least they could have done is to inform me properly. He defended himself that it would be impossible to do so for every customer. I told him better to change the name of Nokia Care Center in careless center in that case.

I told him to update me by this Friday personally on the status and if the phone would not be ready by end of next week, I want them to compensate me with a new phone. Probably because of the way I demanded it, he agreed.

When we left, my wife told me she never seen me this angry. I told her all they need to do to get me as angry as this time is to do exactly what they did.

On the way home I bought myself another phone, as a priciple I will no longer use Nokia, I changed to a Motorola V3 (as if that would help... :wink: ).

Thanks all for sharing your experiences!

I will see if I get a repaired phone or a new phone next week...

Eric

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Postby sundaymorningstaple » Sun, 11 Sep 2005 11:59 am

Eric from the Netherlands wrote:That's where I exploded. ............... my wife told me she never seen me this angry. I told her all they need to do to get me as angry as this time is to do exactly what they did.

On the way home I bought myself another phone, as a priciple I will no longer use Nokia, I changed to a Motorola V3 (as if that would help... :wink: ).

Thanks all for sharing your experiences!

I will see if I get a repaired phone or a new phone next week...

Eric
Eric from the Netherlands wrote:Posted: Wed Jul 20, 2005 5:54 pm

My experience anywhere in the world I go is that I get treated better when I am friendly myself, so "guest", take my advice, stopp nagging, smile, treat people indifferent of race and nationality nice and you will be treated nicely eventualy.


Hoist by your own petard? Maybe there is some merit after all in what the majority say. It wasn't Nokia that treated you badly, it was people. No malice meant, but methinks it's a good time to climb down off the highhorse. One good snipe deserves another....

:oops!:

sms

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Re: Nokia Care(less) Centre frustrations

Postby beenhere10years » Sun, 11 Sep 2005 7:23 pm

Eric from the Netherlands wrote:Does anyone here experienced the same?
Eric


All I can say is: it' s my life and welcome to it.

May be it's because I have to get all the things serviced for my husband (shamelessly addicted to having the gadget of the week) and three kids.

May be it because 'they don't build things like they used to'.

The service industry in Singapore looks good, but usually there is some stupid glitch without the slightest bit of apology on the other side. I could write a book but would certainly die of a duodenal ulcer berfore my splashy book tour.

I waited in line at Nokia for 2 hours after the service desk told me I had an awful virus -- which miraculously disappeared when my number was called and I was seen by the technician. Imagine the conversation which ensued.
When you go in for a job interview, I think a good thing to ask is if they ever press charges.

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Postby dot dot dot » Mon, 12 Sep 2005 12:00 pm

sundaymorningstaple wrote:
Eric from the Netherlands wrote:That's where I exploded. ............... my wife told me she never seen me this angry. I told her all they need to do to get me as angry as this time is to do exactly what they did.

On the way home I bought myself another phone, as a priciple I will no longer use Nokia, I changed to a Motorola V3 (as if that would help... :wink: ).

Thanks all for sharing your experiences!

I will see if I get a repaired phone or a new phone next week...

Eric
Eric from the Netherlands wrote:Posted: Wed Jul 20, 2005 5:54 pm

My experience anywhere in the world I go is that I get treated better when I am friendly myself, so "guest", take my advice, stopp nagging, smile, treat people indifferent of race and nationality nice and you will be treated nicely eventualy.


Hoist by your own petard? Maybe there is some merit after all in what the majority say. It wasn't Nokia that treated you badly, it was people. No malice meant, but methinks it's a good time to climb down off the highhorse. One good snipe deserves another....

:oops!:

sms


tried the 'friendly smiling' method the first 3 times I went down there sms, obviously it was not the right strategy.

But even this time, I did thank the manager and shook hands before I left.

And yes, they are people, being employed, paid and trained by Nokia, having to enforce Nokia's way of servicing customers.

Eric

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Re: Nokia Care(less) Centre frustrations

Postby dot dot dot » Mon, 12 Sep 2005 12:01 pm

beenhere10years wrote:
Eric from the Netherlands wrote:Does anyone here experienced the same?
Eric


All I can say is: it' s my life and welcome to it.

May be it's because I have to get all the things serviced for my husband (shamelessly addicted to having the gadget of the week) and three kids.

May be it because 'they don't build things like they used to'.

The service industry in Singapore looks good, but usually there is some stupid glitch without the slightest bit of apology on the other side. I could write a book but would certainly die of a duodenal ulcer berfore my splashy book tour.

I waited in line at Nokia for 2 hours after the service desk told me I had an awful virus -- which miraculously disappeared when my number was called and I was seen by the technician. Imagine the conversation which ensued.


Can I suggest next time we go down there together bh10y? I will invite you for a nice coffee at Borders' cafe first, then we will pay our visit to Nokia's Careless Center. :)

Eric

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Re: Nokia Care(less) Centre frustrations

Postby beenhere10years » Mon, 12 Sep 2005 12:50 pm

Eric from the Netherlands wrote:Can I suggest next time we go down there together bh10y? I will invite you for a nice coffee at Borders' cafe first, then we will pay our visit to Nokia's Careless Center. :)
Eric


Oh please. Please don't suggest there will be a next time. Besides I'm a chai tea latte kinda gal.
When you go in for a job interview, I think a good thing to ask is if they ever press charges.



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Postby riversandlakes » Mon, 12 Sep 2005 8:46 pm

Double-gagger? :D

Eric from the Netherlands wrote:then decided I had already collected my phone...
Goatboy will always cherish his former goatgirl.

But the world is full of fluffier ones.

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Postby Est_ » Tue, 20 Sep 2005 4:19 pm

Hmmm.. seems like 6260 does give quite a few problems :?

I'm using a 6260 too and it's only less than 6 mths old and I had to send it to Nokia to get it fixed :x Something happened to the volume thingy, whenever I called others, they can hear my clearly but I couldn't hear a single thing :evil:

But anyway, we brought my 6260 and the other less than a year nokia phone to the Service centre at parkway and got it back the next day. But it did an auto shut down twice though :?

Hmm by the way, did any of you encounter having this little @ icon at the top of your phone? I called M1 regarding it and all I could get back from them was that they're investigating it with nokia and nothing can be done :o
~The best and most beautiful things in the world cannot be seen, nor touched... but are felt in the heart.~

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Postby dot dot dot » Tue, 20 Sep 2005 4:22 pm

yeah est,

I heard other bad stories about the 6260 as well.

Would you believe btw they didnot call back yet, so their promise to have it fixed by last weekend is an airbubble again. I was at Wheelock this Sunday, but just didnot want to pass by, as I probably would have vanadlised the whole careless center and a few csr's over there.

But now I am gonna have them keep their promise for giving me a brand new phone, for sure. This weekend is payback time, grrrr..... :x

Eric

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Postby Est_ » Tue, 20 Sep 2005 4:29 pm

Sounds bad :? Hope they can give you an answer soon! :)

Time for me to change my phone too...Hmm should I continue with Nokia?
Hrmm.... I kind of like the 6680 and 6681.. Anyone using these models now?
~The best and most beautiful things in the world cannot be seen, nor touched... but are felt in the heart.~

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Postby riversandlakes » Tue, 20 Sep 2005 5:17 pm

6630! 6630! :D

I'll probably get slammed for this, but 6260 is just one of Nokia's first attempts at clamshells...
It's Version 1.0 for you :cry:
Goatboy will always cherish his former goatgirl.

But the world is full of fluffier ones.


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