May 22, 2009 12:50 PM
3206 Views
*Callous Attitude and Careless Response of Nokia
*We all prefer Nokia mobiles for very many reasons. A few of them are as below:
Wide availability
Diversified Choices
Good Battery Life
Known and Trusted Company
But when it comes to servicing and any queries regarding Nokia with respect to the call center, the condition is otherwise. I have the following observations with Nokia Customer Care and/or one or more of the Nokia Authorised Centers in Chennai.
I am owning a Nokia 6030 mobile phone since about 2006 June. Around January 2009, I called Nokia Customer Care number regarding the query on the battery takes a real real long time to charge till about two hours. I chose to call the call center since the so-called authorized service centers in Chennai were giving misleading responses. A few of them are as under:
1) "The mobile is at fault. Please give it and go. We would return after two weeks."
2) "You can exchange the mobile for a new one. We have very good offers running now."
3) "The battery seems to be dying out. You can get one new." To this guy, when I asked regarding the battery, he called another guy on his mobile phone who was supposedly running a small watch and mobile shop about a street away to get a battery. He was also not willing to give my original battery to me. He says he would take this and then only put his battery. I don't understand what is the purpose of that.
I just thought I would keep off from these muppets and try getting assistance of Nokia Call Center. One bad thing with Nokia Call Center is that though your actual call is just about less than a minute, you would need to spend about not less than three minutes airtime towards the following wasted conversation:
1) "On Hold"
2) Demographics Query of Call Center Executives:
(1) What is your name?
(2) Which city are you calling from? [Can't they get this directly from the CLIP of the number which I am calling from?]
(3) What is your contact phone(mobile) number? [Again, can't they get this directly from the CLIP of the number which I am calling from?]
(4) Sometimes, they also ask you to give your address. Since mostly the call lands in a different city, you would need to go through a harrowing experience of making him to get your address correctly.
3) After the call, they pressurize you to take a survey on the quality of feedback.
Now let us come back to the actual discussion. The guy who attended the call advised me that I need to do a'Restore Factory Settings'. He was patiently guiding me how to do a factory setting? And then he advised me that I had to switch off and switch on the phone after two minutes. I interrupted him regarding whether the mobile phone settings, ringtones etc would vanish. First he told no. This clearly conveys his lack of knowledge about the phone for which he has been recruited to service the customers. When I challenged him with some background information on mobile phones, he accepted that factory settings would indeed erase everything on the phone and bring it to the state when it was purchased.
When I asked him what is the relation between battery life indication and factory setting, he is saying they can not vouch or support battery life and it is one of the steps that they recommend towards the same. When asked why didn't he warn first regarding the data protection, there was not even a tone of apology in his response other than just a hard voice of this is the solution that he could recommend.
I just thought I would share this with other readers since it would be a precaution for others whilst talking to Nokia Customer Care particularly whilst taking the resolution steps and whilst calling them from mobiles(with respect to costly airtime).
Would the global Finnish company take some steps to remediate these maladies afflicting it and bringing a bad name for it?
