1. #1
    kakulottf
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    Nokia Customer Service Scam - BE CAREFUL

    When you have a brand new phone which is faulty. First the Nokia customer service lie to you that you can get a brand new replacement with fully sealed package and lure you to do the replacement which solve their legal obligation for faulty goods, then they give you a faulty products, which helping them to reduce the stock of faulty goods. At the end they refuse to do another replacemnt and be forced to repair at their repair centre. And you have to keep the faulty phone (may or may not be fixed).

    The full story begin with my new Nokia N95 Phone which bought 3 weeks ago. After I used for couple of days I found the slider get looser and wobbling a lot. For a phone with a high price tag I found that is not acceptable so I talk to the shop which I bought from. They told me I am covered by a 14 days replacement policy, but the phone have to be inspected by Nokia manufacturer before the replacement. ok. I accept the replacement and they took my phone and send off to Nokia for inspection. Up to this point normal people will think if they accept my phone as faulty I will get a brand new phone back.Right?

    However, I was alert by the inspection and return process, what if they just fix it and clam that is a replacement or return with a refurbish phone. I asked the shop they said they don't know anything about the process inside the nokia manufacturer.Then I called Nokia customer service to make sure and that is the nightmare begin. I called to the the customer service centre and told them my situation, they reply and say the replacement will be a brand new phone in the fully sealed package like you buy in the market( I confirm with her 3 time). I was very happy and glad I bought Nokia phone which come with excellent customer service. I told the shop to go ahead for replacement which still within the 14 days and waiting for my new phone to come.

    I waited for 4 days and my phone is returned. But it is not in a brand new sealed package, it wrapped in a clear plastic bag and bubble wrap inside a small white cardboard box. The front screen and the front camera is protected with a hand cut sticker. I can see 2 minor scratches on the front screen after I took the plastic off and finger print on the main camera, and there is a scratches above the'3' key too. The worst is there is 5 light spots on the lens. This phone is obviously a refurbish one and it is faulty too. I called the customer service again, what they say is totally different, they say the 14 days replacement policy will keep the cover of the phone and change the whole electronic parts inside with new parts with different IMEI (they clam is new!!!). OMG, is that a replacement or totally repair??? God know what may happen during the process.

    Anyway, I told them the problems with the replacement phone and they refused to do another replacement and ask me to fix it at their repair centre. What the !!!! If I need to fix it I will do that at the first place.

    I paid that much money and what I expect is a fully functional phone with no problems, is that too much to ask?? And now I have my phone which I used for less then 2 weeks replaced which is faulty and forced to repair it at the end.

    Does that look like a scam to you!? first they lie to you that you will get a brand new phone will full sealed package and lure you to do the replacement which solve their legal obligation for faulty goods, then they give you a faulty products which may or may not be a new or refurbish one, helping them to reduce the stock of faulty goods. At the end you will be force to repair it their repair centre. I feeling very disapoointed with Nokia about the products, customer service and repair service now .

    I still waiting for a call from Nokia customer service manager which I request 4 days ago. Unfortunatlly small customer like me will properly being ignored.

    Wish someone who read this could be more alert to the refund and return policy when they decide to buy from Nokia, be careful to the scam behind it. Always ask more before you paid, if there is any problem refuse to accept the good and demand for another one at the spot. Thanks for reading.


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  2. #2
    Brad729
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    Re: Nokia Customer Service Scam - BE CAREFUL

    Sorry to hear you're having trouble with Nokia... For this reason, I highly recommend the extended warranty from your service provider. I've now had 3 faulty phones replaced through Sprint (one for each line in my plan) at no extra cost to me, which I think is totally worth an extra $7/month! Good luck with your dilemma...



  3. #3
    kakulottf
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    Re: Nokia Customer Service Scam - BE CAREFUL

    Quote Originally Posted by Brad729
    Sorry to hear you're having trouble with Nokia... For this reason, I highly recommend the extended warranty from your service provider. I've now had 3 faulty phones replaced through Sprint (one for each line in my plan) at no extra cost to me, which I think is totally worth an extra $7/month! Good luck with your dilemma...
    thanks for your suggestion, I will consider it.



  4. #4
    kakulottf
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    Re: Nokia Customer Service Scam - BE CAREFUL

    Just Got a call from Nokia, he had listen to my problem and said he will do something for me which he didn't said what it is and just told me to call back to customer care tom. Feels like I have been push around again. Hope I will hear something new tom. Good luck to me.



  5. #5
    kakulottf
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    Re: Nokia Customer Service Scam - BE CAREFUL

    Quote Originally Posted by kakulottf
    Just Got a call from Nokia, he had listen to my problem and said he will do something for me which he didn't said what it is and just told me to call back to customer care tom. Feels like I have been push around again. Hope I will hear something new tom. Good luck to me.
    Called customer care again, they don't even know what happen, and I have to told her the whole story again. What is the point of the manager calling me for, to fulfill their 48 hours call back policy and done nothing at all. It is really disappointing. And I got the exact same result, they told me to repair it under warranty. They admit they make mistake by telling me they can exchange for a brand new fully sealed box, but all they can do is saying "unfortunately we can't do anything". What is the point of me calling if you can't do anything? They don't even want to take any responsibility.



  6. #6
    Brad729
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    Re: Nokia Customer Service Scam - BE CAREFUL

    Who is your service provider, and have you contacted them yet? I don't know if it would do any good... but they might be interested to know that Nokia is giving you the runaround... and there is always the possibility that a sympathetic rep might take pity on you and pull some strings to get your problem solved... especially if you're close to the end of your contract because then you can play your cards, example: "This whole situation with Nokia has made me so disgusted that I might try a different provider's insert phone model here as soon as my contract is up with you guys".

    Please keep us informed, and I wish you the best of luck!



  7. #7
    kakulottf
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    Re: Nokia Customer Service Scam - BE CAREFUL

    Quote Originally Posted by Brad729
    Who is your service provider, and have you contacted them yet? I don't know if it would do any good... but they might be interested to know that Nokia is giving you the runaround... and there is always the possibility
    unfortunately, I just signed up a 24 months contract with the phone. I wish to cancel the contract and refund the phone, but both got rejected. It is a vodafone plan. I have to stuck with a faulty phone and a 24 month contract now....



  8. #8
    kakulottf
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    Re: Nokia Customer Service Scam - BE CAREFUL

    After hours and hours of explaining and talking to the Nokia customer care agent and their manager, they finally agree to do another replacement but still not a fully sealed package exchange. Anyway, I was so glad it got a break through and I took it back to the shop to do a replacement. I waited for 1 week and the Nokia care promise reject my replacement and the reason is I didn't provide a proof of purchase which is not necessary for the first replacement. I am so disappointed. The Nokia customer care service break their promise again. What I think of is that they try to make the phone pass the 14 days replacement time so I could never ask for any replacement again.

    I totally give up this time, I will just take my phone to fix and sell it as it is. And I would never touch Nokia again.



  9. #9
    kakulottf
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    Re: Nokia Customer Service Scam - BE CAREFUL

    Nokia is playing me around again. I just got my replacement from the Nokia care promise today. They always clam that the replacement phone is brand new, but the phone I got today look like it had been used for long time, paints worn off, scratches every where, dust in the camera, the screen protector still on the screen with scratches on it <-- how can that happen if it is new???? they just try to replacing rubbish to me until I give up. And the Nokia care promise service is closed on the 1st July, so they know I can't return anymore and give me someone that others returned. The biggest scam in the world. Don't trust them anymore.






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