2007年6月25日 下午6點45分40秒OUTRAGEOUS SERVICE STANDARD FROM A REPUTABLE CO

I am writing in with regards to the outrageous service standard I had receive from NOKIA.
I had send in my N6111 handset for repair on 8June2007 to Nokia CARE Centre Causeway Point. (tracking number:CWPA 137103-001) On the receipt, it was stated that I could collect my phone the next day on 10June2007 after 3pm.The staff who was serving me then also told me that if there is any delay, NOKIA would call me to inform me about it. Receiving no calls from Nokia, I reached Nokia CARE Centre Causeway Point on 9 June at around 5pm. At the reception, I was then being informed that my handset was not ready for collection. Due to the condition not abled to be handled by the Care Centre side, they have sent my handset to the head quarter for diagnosis. 1) Nokia has failed to inform me regarding the delay resulting in me wasting my time travelling to Causeway point.

Feeling disappointed, I called up Nokia Careline wanting to feedback this incident. However, I was informed by the CSO on the other end of the call,that Nokia Careline does not take in feedback. In the event that I would really want to feedback, I have 2 choices. One, to go back to the Care Centre and feedback to the Centre Manager directly. Second option is to send in an email. I chose the second option. On 10June2007, I wrote in but I was not able to find the email address from the Nokia Web site,so, I called in to Nokia Care line again to ask for the email. This time, this CSO informed me that actually they can take in feedback. 2) Discrepancy between information relayed to customers.

I informed him about what had happened and had requested for someone to call me back to give me a satisfactory reply.This CSO told me that he would escalate my feedback and I would receive a call within 48 hours.(reference no: 2-176761236) Concurrently I sent in a feedback via a link from Nokia Web site also requesting for someone to call me back regarding this incident.
I was dumbfounded when I did not receive any call after 72hours. Is Nokia ignoring her customers' feedback? 3) Nokia failed to delivery what was promised.

I called Nokia Careline again on 13 June 2007 at around 3pm. The lady who answered my call informed me that from her system she saw that the previous CSO has already escalated the matter and she did not know why no one did. She claimed that she will escalate the matter for me again and will also note that it was urgent and asked me to wait claiming that someone will call me back within 24 hours. I waited to no avail. Nokia DOES NOT keep her promises. 4) Nokia failed to deliver for the third time.

I called the careline once again on 14June2007 at around 410pm. This time, I was told that I have to wait again. I asked if there is a way in which I can communicate with the Manager at the Service Centre side but was told that it was impossible. This time round I requested for the Care Centre Manager to call me back by18June 2007 3pm and I would also like to speak to the Careline Manager/supervisor. I was put on hold for 5minutes before I hear the voice of the CSO again. He claimed that non of his superior is available to take my call at the moment. Afterwhich, i requested for the Careline Manager/supervisor to give me a call back by that day but I was told by the CSO that he cannot guarantee that as the usual turnover time is 24 - 48 hours.5) Nokia did not do her best for her customer

Finally few hours later, I received a call from the service centre. This staff called to update me with regards to my handset's condition which I had actually got to know through the calls via Careline. I demanded an explaination from him; what is the reason that they only called me 5days later just to inform me that they had sent my handset to the headquarter when they should have done so on the 10th? They should not take their own time and call me back after 5 days, after 3 feedback calls to Careline and 1 write in feedback. Instead of feeling apologetic, the staff (Alvin) told me that it is the commumication problem between the Careline and the Care Centre. I am still pondering, is Alvin telling me that it is a problem within Nokia and I should not interfer? I was stunned when I heard this reponse from the staff. I asked for his name and designation.He told me that he is just an Executive and when I requested to speak to his manager, he claimed that his manager is on MC. I made my stand once again that I want the manager to give me a call back by 18June 3pm.
I was aghasted by this staff. I decided to email Nokia with another Feedback. 6) Nokia have not ensure that good customer service is enforced.

16 June 2007, finally I received a more constructive call from Nokia. A Manager from Service Centre HQ called me. To update me with the most recent development of my handset. He even offered to help me request for his men to speed up the progress. Before ending the call, he assured me that I would receive another update by 20June. I am fine as long as I know someone is following up.

17June 2007, Finally I received a call from the Careline's manager. Since it is with the 48 hours time frame. I just feedbacked to him and ended the call.

If you can remember I am still waiting for Nokia Care Centre Causeway point's manager to call me back.I called careline again on 18 June to confirm that it has been stated that I have requested for the Care Centre Manager to call me back by 18June. The CSO confirmed that the request was logged and he mentioned that Alvin, the manager will call me.I was shocked. I got the CSO to confirm again Alvin's designation since he had previously mentioned that he was just an executive.

 18 June passed, I called the Careline on 19 June at 10minutes to eight in the evening since I have yet receive any call from the manager of Nokia Care Centre Causeway point. I was told to wait.I called again on 20June. I was told to wait again. I have also told the Careline that I do not want to speak to Alvin now whatever his designation.Even if he is the centre manager, I would want to speak to his superior instead.

Finally. on 23June, Alvin returned my call and the content of the call is that my handset is beyond repair. I am really amazed at the time Nokia spent on my handset ( 15days ) and finally come out with the conclustion that my handset is beyond repair.Also according to Alvin, out of good will, Nokia can provide me with another alternative, to purchase an obsolete N6111 at $250 which retail price is more than $400. Can this offer be considered as out of good will? I believe the readers will be able to justify by themselves.

I am still waiting for Nokia's management to provide me with a satisfactory reply to the inconveniences caused to me

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