kclchua

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Nice expensive design phone but poor services from Nokia's support(SG) when encounter an issue

Oct 30, 2008

Rating: 3 out of 10 (Poor)
Pros: Very nice design with the all basic phone functions
Cons: the poor services that we encounter from Nokia's support when there is an issue
Opinion:
We have total brought 5 units of Nokia 8800 Sapphire Arte with 4 units of Nokia USB stereo headphone: HS-82(as posted in nokia website http://www.nokia.com.sg/A4823022 ).

With the trying out of the 5 units of phone and 4 unit of USB headphone, we notice that there is a sound quality issue when using the USB headphone on the different version of firmware phone.
Detail of our finding as below:
Firmware version V05.20(2 units) have no problem with Nokia USB Stereo Headphone, but it phone sometimes hang after a few days of continues use.
Firmware Version V06.20 & V06.40(3 units) all have echo & bubble sound when using Nokia USB Stereo Headphone.

Reported to Nokia's service center, they changed the parts and board, still can't solve the issue, and have to wait until we bring down 2 units of phone with both mentioned version of firmware to proof it to them(we provided the above mentioned information and we have to borrow these units from our end users). In return, they exchanged a brand new unit and close case without solving our problem???.

Email to Nokia's support, after explaining the above experience and finding, they decided to form an investigating team to check on this, but insisted on the our units of IMEI, country code & etc...after we managed to provided IMEI number only (country code required is a bit difficult as the units already issued to users). They threaten that they will stop the investigation without the requested information, just don't understand they can't carry out the investigation with their own Phone unit and keep asking the user to provide information and event to purchased extra unit to proof it(fault) to them ???? Is the so call the Premier- customer service for this model of expensive phone.

Really disappointed with the Nokia " Premier Service"......