Results 1 to 2 of 2
  1. #1
    RobR
    Guest
    just writing an update of my nokia repair adventures and
    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...............





    See More: absolutely beyond poor customer service from nokia




  2. #2
    RobR
    Guest

    Re: absolutely beyond poor customer service from nokia

    apparently the rude guy at the office of the executive actually
    came through. the nokia website shows that they have
    replaced my phone and provided a tracking number for
    ups second day.


    "RobR" <[email protected]> wrote in message
    news:[email protected]
    > just writing an update of my nokia repair adventures and
    > 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...............
    >
    >






  • Similar Threads