Nokia is a great company who listens to its customers, granted! But it appears as if the people who are listening are only part of the R&D team. Making and selling the phone is just one part of the deal, after sales service is a big factor in consumer satisfaction and sadly here is where there seem to be a few holes which need to be plugged immediately.
I recently got a mail from SV from over at S6ty.com, about a series that he’s running called Nokia Care Nightmares trying to get feedback from people all around the globe who have had a not so pleasing experiences visiting these centers. Mail your nightmares to firstname.lastname@example.org or use this form to submit your story. Do include the location of the care center you are talking about. Let’s hope Nokia will respond after reading few of our stories! Below are a few of my thoughts.
– I’ve personally had a mixed time. What specially bugs me is that for a simple firmware upgrade I needed to leave the device overnight sometimes in the pre Nokia Software Updater days. However sadly, at the centers the situation is still the same.
– While essential they get the job done it takes far too much time. A simple task of getting a new faceplate will take ages. Why can’t I just buy them off the shelf and get them changed? Specially considering Nseries’ build quality. The N76 flaking all the time, the paint of my N95 peeling off, I don’t even want to get started. Worse is sometime that replacements are not available even when I am willing to pay!
– Complain to them about the loose N95 slider and they’ll tell you it works that way. Nokia please let me at least get such things fixed specially when you got it wrong in the first place and not the consumer who paid a lot of money for what is a essentially a good phone.
– Let all customer service centers offer users a paid warranty extension, which also includes physical damage.
– Please get better trained people to deal with customers, most of them don’t even know what they are talking about!
These are just some of my thoughts, what do you think?