absolutely beyond poor customer service from nokia
Posts: n/a
to suggest people never, ever send their phone to nokia
for repair if it can be avoided
i have a refurbed 6620 that i got from cingular to replace
the 6620 that no longer powered on. i dropped the newer refurbed 6620
in my driveway which broke the screen. phone powered on
but the screen displayed nothing. since i was not particularly
happy with the cingular customer service i experienced last time
i needed this phone replaced, i decided to go the nokia route and
see if they would repair it under warranty. i sent them the phone
on september 4, 2005 via usps, tracking number [to be provided, dont have it
with me]
sept 4th - sent 6620 to nokia, website says 5-7 business day
turn around time - i find this acceptable
sept 6th - i look up phone via imei on nokia's website and
am surprised to see this phone has already been at nokia
before for repair and had a return shipment address for
someone in pennsylvania.
sept 8th - nokia's website shows they have received the phone.
i await an update to the website to see if it's going to be
covered under warranty.
sept 14th - website now shows repair in progress. i think,
killer, it's covered under warranty and i should see my
phone in a few days.
sept 19th - still says repair in progress - i call nokia
customer service to get an update, they tell me they have
no further info but will expedite the repair. they verify
my contact phone number and email address.
sept 21st - i receive a survey via email asking how my
completed repair and customer service experience was with nokia,
they use my contact info to reach me, obviously.
sept 23rd - still shows repair in progress. i call nokia again
and am told that whoever i spoke with on 9/19 did not expidite
anything and they will do so now.
sept 23rd updated - us mail is delivered and in it is an
envelope from nokia with a form. the form says the phone
was water damaged and that they need me to fax or call with
a credit card number and to authorize repair. $113. note -
i dropped the phone which is how it broke, and i did not
drop it into a lake, it was not damaged by water. i call
them and ask about having the phone reexamined for the
damage and am told that may take another couple of weeks.
i decide to just pay the $113 since i did break it, and give them a credit
card
number. im told that it will take another 3-5 business days
to repair the phone. i ask why they mailed me a letter
instead of contacting me via email or my contact number.
i'm told i dont know. i ask why it took 15 days to
contact me, again, the csr doesnt know.
september 30th - phone status still shows repair in progress.
i call nokia again and am told that the repair will be
expidited and the phone will absolutely ship by tuesday
and if it doesnt, the csr will escalate to 'office of the
executive' and to call if i dont see a tracking number
on the website tuesday.
october 4th - tuesday - phone status is still repair in
progress. i call and am told (by adam) that it takes 72 hours to
expidite something. i don't get it, it takes 3 days
just to speed up something, that's an oxymoron, and that
i should call back tomorrow to get a status. i told the
csr that was not acceptible and i wanted to escalate
this to the office of the executive. i'm put on hold
for a few minutes. the csr comes back and tells me
that my credit card had been declined. i ask him why
i was not contacted about that, he says i dont know and
that the person i spoke with friday should have told me.
i pointed out that he himself should have told me
before telling me to call back tomorrow after 72 hours
was up. i give him the same credit card info again and
am told that it can take 72 hours to process the credit
card and that i should call back on friday to make sure
the credit card went through as that's handled by
another department. i'm told after the card goes
through, it will take 5-7 business days to repair the
phone.
october 7th - i call and speak with maria to verify card
went through, it did. maria says the phone will be shipped
out today or monday and to check the website or call
monday for the tracking number.
over the weekend, someone provides me with the
phone number for office of the executive.
october 10th - monday - phone still shows repair in
progress. i call the office of the executive and
speak with oscar. oscar says a water damaged phone
requires they replace the whole phone. i ask why it
takes a month to replace a phone and point out it
was not water damaged and admit to him i dropped it.
he says he needs to call the melbourne, fl office to
get a status. i tell him i'll wait, he says it will
take some time and he'll have to get back to me. i ask
if i will hear from him within the next two hours and
am told it may take two hours, it may take two days. i tell oscar i'm
not happy with the turn around time, the constant run
arounds, being told the phone was water damaged when
it wasn't, nokia not contacting me when something
was wrong and that i'd like to escalate to his manager.
he says 'im the office of the executive'. i tell him
i understand that but surely he has a supervisor. he
says 'of course, everyone has a supervisor'. i tell
him that i'd like to speak to his supervisor then.
he tells me 'thats not going to happen'.
to be continued...............
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