icyclaw

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Nokia Care "Fantastic" Service

Oct 22, 2007

Rating: 1 out of 10 (Abysmal)
Pros: alot of functions
Cons: You decide
Opinion:
Bought this phone more then 1 yr ago, half the time, not using it as it is either with nokia care, or i just dun have the time to bring it down for repair (with the long waiting time at nokia care) or no time to finally transfer my data back to the phone after the data is wiped out AGAIN by nokia care.
Problem: phone suddenly stop being able to receive sms. will realise only aft sms cannot be sent out.
Nokia care solution:
A) check with svc provider to confirm tat messaging settings are correct - harlow? settings was all along the same.
B) send down to nokia care - sent hubby down to wait for 2.5hrs for CS there to write the numbers to key in the phone to format the phone - great service?? is this solving any prob at all?
C) I formatted the phone, upgraded the software from the internet and restored data from memory card to the phone. Prob persisted. But it worked fine when i did not restore the date. So i forgo my precious data but prob came back aft 1 mth.
D)
1)I went down personally and specifically told CS tat formatting / upgrading of software does not solve prob and wrote down all issues and formatting / upgrading of software does not solve prob for the technician.
2)CS called 1 wk later to say phone is ready for pick up, confirmed tat the only thing tat they did was to upgrade the software to "solve" the prob.
3) Made her mgr call me instead, who aft making me repeat the whole story again, told me he will look into it.
4) Waited 2 wks, no response from them. Went down to check with them. In their data, the mgr stated tat i was informed tat the phone is ready for pick-up!?
5) Checked with the store mgr, Johnny abt it who assured me tat phone has been repaired, but aft restoring my data, prob came back. Johnny tried to convince me that the prob could lie with the memory card (he is not sure cos they cannot check the memory card as it is not nokia's, but a 3rd party's. I bot it from M1 (1GB cos wat is in the package is a miserable 64mb) when i bought the phone from them. IF i had bot the memory card from small time vendor out there, maybe this excuse is valid. But i bot it from M1, one of the only 3 svc provider in spore. Why wld nokia tie up with them if they are selling 3rd party memory card which they are shunning all responsibility from instead of theirs??
6) Johnny promised to really "repair" the phone and i got the phone 2 mths later? when i called them to ask them abt it - seems like they forgot abt it.Johnny arranged for his staff Muz to send the phone to me (how nice).
7) Got ard to using the phone 1 mth later aft my wedding. Same prob came back 2mths later. Called Muz to ask him abt it, he say to call me back, which he did 3 days later. Said tat he is no longer working at the previous branch. He will check and call me back. - Not same branch but under nokia care also rite? Called back to say that i can check with Johnny, the mgr of the outlet i went to. Will call me back to see if he can give me the mgr no. Sms me the no. 1 day later. Called Johnny on Sat who insisted on me sending down the phone before he can diagnose the prob properly.
8) Phone has been with them for so many times and so long and they nvr managed to disgnose and solve the prob, what diff cld it make now? He insist that it is not the hardware prob. It could be the data that was corrupted. Corruption take place so often? So i asked him, what they are going to do after i send down my phone. He said if the data is corrupted, then they will format the phone. Which brings me back to square 1. I refused and push him for better solutions. He said that he is alone in the store n needs to open the store for business. I told him, fine, then pls call me back to help me resolve the prob. He assured me he will call me back. Today is Mon at 4.41pm. No news yet........ And i dun tink i will ever hear from him again. Unless i call him again. GREAT SERVICE. Will i ever buy from NOKIA? the answer is absolutely no. You? U decide.