Things you don't read: The fine print
Damian Koh | Feb 25, 2008
If you haven't already heard, several online forums were abuzz last week regarding a Small Claims Tribunal's ruling against Nokia in Singapore. After a tussle that lasted about three months, the court ruled in favor of Ms Tan who goes by the moniker of "xiaoyun", for a sum of S$778, due to a faulty phone she purchased last year. Although that's just the condensed version of the whole fiasco, it raised important issues about the terms and conditions of limited warranties which most people hardly ever read.
According to Nokia, the replacement of faulty products due to defective materials, design and workmanship isn't obligatory and is viewed on a case-by-case basis. Samsung and Sony Ericsson, on the other hand, will replace a product covered under its limited warranty if the said device is found to be irreparable.
For Nokia and Samsung, the warranty period is valid for 12 months at the time of purchase by the first end-user of the mobile device, and six months for accessories and consumables such as the battery and charger. Likewise for Sony Ericsson, although it said that the accessories which come with the purchase of a new handset are covered for one year.
Although Ms Tan's encounter was an unfortunate case, it makes us wonder if phone-makers should enforce one-to-one exchanges if a product is found to be faulty (due to manufacturing defects) within a certain period of time after purchase. What say you?
Picture credit: Nokia
Talkback
opus says...
The reality is that this is a problem of Customer service in Singapore in general. I am disappointed not only with Nokia, but also that Starhub did not take responsibility in the first place since they were the seller. If they had done the replacement themselves, they would have had a lot more clout to make Nokia replace the unit, plus make a potentially unhappy customer into a loyal one. Most sales outlets in the US would replace a faulty product if you bring it back to them within 7 days of purchase (and some even up to 30 days). They recognize that a happy customer is more important than any "loss" they might incur, because an unhappy one will end up costing them a lot more! That is what is happening right now with Nokia. They are not only going to pay the $778 they lost in the case. They are going to lose money in customers reading about this and deciding not to patronize them, plus the money they are going have to spend to repair the damage to their reputation from the fallout of the bad press they are now receiving. I really hope that ALL manufacturers, retailers and customer service reps will learn from this. I feel that consumers in Singapore are really currently treated very badly, considering how much we have to pay for products here!!!
Feb 25, 2008 17:58
The reality is that this is a problem of Customer service in Singapore in general. I am disappointed not only with Nokia, but also that Starhub did not take responsibility in the first place since they were the seller. If they had done the replacement themselves, they would have had a lot more clout to make Nokia replace the unit, plus make a potentially unhappy customer into a loyal one. Most sales outlets in the US would replace a faulty product if you bring it back to them within 7 days of purchase (and some even up to 30 days). They recognize that a happy customer is more important than any "loss" they might incur, because an unhappy one will end up costing them a lot more! That is what is happening right now with Nokia. They are not only going to pay the $778 they lost in the case. They are going to lose money in customers reading about this and deciding not to patronize them, plus the money they are going have to spend to repair the damage to their reputation from the fallout of the bad press they are now receiving. I really hope that ALL manufacturers, retailers and customer service reps will learn from this. I feel that consumers in Singapore are really currently treated very badly, considering how much we have to pay for products here!!!
Feb 25, 2008 17:58
Electric says...
I have similiar experience with Nokia on my E65 phone. From day 1, the blue tooth ( a Motorola Model) will not work with the phone , and they suggested I get a Nokia Bluetooth. As I had no problem with the working with the previous Nokia Phone, i refused. After many exchanges, and after twice sending the phone to Nokia for servicing, and with Nokia insistance the phone is working just fine, I had enough of their nonsense and I sold the E65, and switch to another model. My take is that if I pay new money for a new phone, they jolly well make sure I get a new phone, not a repiared one, if the phone is not working as it was designed too. I would like to see a one to one exhange for manufacturere defect within the first 14 days.
Feb 25, 2008 22:38
I have similiar experience with Nokia on my E65 phone. From day 1, the blue tooth ( a Motorola Model) will not work with the phone , and they suggested I get a Nokia Bluetooth. As I had no problem with the working with the previous Nokia Phone, i refused. After many exchanges, and after twice sending the phone to Nokia for servicing, and with Nokia insistance the phone is working just fine, I had enough of their nonsense and I sold the E65, and switch to another model. My take is that if I pay new money for a new phone, they jolly well make sure I get a new phone, not a repiared one, if the phone is not working as it was designed too. I would like to see a one to one exhange for manufacturere defect within the first 14 days.
Feb 25, 2008 22:38
justin says...
Their actions really smacked of superiority and indifference to the consumer who purchases their products. I was considering buying their N82 or 6500 Classic, but definitely not after this fiasco. Imagining that a consumer should have to go to the small claims tribunal just to replace a faulty phone. Ridiculous.
Feb 26, 2008 08:04
Their actions really smacked of superiority and indifference to the consumer who purchases their products. I was considering buying their N82 or 6500 Classic, but definitely not after this fiasco. Imagining that a consumer should have to go to the small claims tribunal just to replace a faulty phone. Ridiculous.
Feb 26, 2008 08:04
sohgoody says...
Its great that as a consumer someone stand up to this companies. This providers must realise that we are smarter now especially this days we have the internet and we can do lots of things faster and better. Regarding the issue of faulty handphones, I have the same experirence with Samsung, their U700 tend to have faulty Bluetooth, many dropped calls ( I have checked, not fault of line provider ) and peeling of silver coating (changed cover twice). After emailing to Samsung, they ask their service provider to call me, and then that is. We have to stand for our rights. May be I should also go for Small Claims Tribunal too.
Feb 26, 2008 08:42
Its great that as a consumer someone stand up to this companies. This providers must realise that we are smarter now especially this days we have the internet and we can do lots of things faster and better. Regarding the issue of faulty handphones, I have the same experirence with Samsung, their U700 tend to have faulty Bluetooth, many dropped calls ( I have checked, not fault of line provider ) and peeling of silver coating (changed cover twice). After emailing to Samsung, they ask their service provider to call me, and then that is. We have to stand for our rights. May be I should also go for Small Claims Tribunal too.
Feb 26, 2008 08:42
damiankoh says...
Well, personally I don't think going the Small Claims Tribunal route is going to solve the root of the problem. What's more important is customers/users should be aware of their legal rights and limitations. Ultimately, it's also a issue at the manufacturer's level. It's understandable to have one or two lemons, but I guess I'm leaning toward more stringent product quality ratings. And, of course, better after sales support.
Feb 26, 2008 16:19
Well, personally I don't think going the Small Claims Tribunal route is going to solve the root of the problem. What's more important is customers/users should be aware of their legal rights and limitations. Ultimately, it's also a issue at the manufacturer's level. It's understandable to have one or two lemons, but I guess I'm leaning toward more stringent product quality ratings. And, of course, better after sales support.
Feb 26, 2008 16:19
mingsen says...
I'm glad to hear the win case, but I'm sorry if that's what generally happens to (Customer service of Nokia) all users in S'pore; maybe I'm one that's lucky (Malaysia), didn't encounter issues these years, of course there are occasionally "long waiting" time, I'm able to get my problem solved within a day or two. Nevertheless, I believe in consumer right and we should go for it if we should.
Feb 26, 2008 15:41
I'm glad to hear the win case, but I'm sorry if that's what generally happens to (Customer service of Nokia) all users in S'pore; maybe I'm one that's lucky (Malaysia), didn't encounter issues these years, of course there are occasionally "long waiting" time, I'm able to get my problem solved within a day or two. Nevertheless, I believe in consumer right and we should go for it if we should.
Feb 26, 2008 15:41
pocoyo says...
i think the customer service of nokia is not the problem here, people always calling for help because their unit is defective. i bought nokia phone because nokia is the most popular here in my country but you can enjoy only for months of used, the product quality is not good. buy sony ericsson, the best!
Feb 27, 2008 06:08
i think the customer service of nokia is not the problem here, people always calling for help because their unit is defective. i bought nokia phone because nokia is the most popular here in my country but you can enjoy only for months of used, the product quality is not good. buy sony ericsson, the best!
Feb 27, 2008 06:08
jeremyneo says...
I Got my N82 a few weeks ago and it went flat on me. Went to the Nokia care centre but they just told me they could not repair it and void my warranty. Peeved, I just sent it to an ah beng shop to repair and voila! In the end, got rid of it and wondered why i bothered to switch from sony ericsson to nokia...
Mar 03, 2008 19:05
I Got my N82 a few weeks ago and it went flat on me. Went to the Nokia care centre but they just told me they could not repair it and void my warranty. Peeved, I just sent it to an ah beng shop to repair and voila! In the end, got rid of it and wondered why i bothered to switch from sony ericsson to nokia...
Mar 03, 2008 19:05
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reeflobang
What I am most disappointed with Nokia is its overall Customer Service in terms of response and support. A collegue of mine had to endure more than 3 weeks of "to and fro" with Nokia Care Centre when she sent in the same model for repairs. Busy lines, requests for call back was not done etc. I managed to help her get in touch with the Head of CS for Singapore and while he responded almost immediately via email, his re-direction to a CS supervisor to follow up did not materialised. I have personally tried to email Nokia email help line but with no replies after one month...... Is it due to the fact that CS is mainly managed by 3rd party service providers? Or because of Nokia's 40% market share.....
Feb 25, 2008 15:46