From: Matt Groves
Sent: Wednesday, 26 May 12:54 PM
To: 'Chatswood'
Subject: RE: LCD for a Nokia 6220 Classic
Dear ‘Nokia Care’,
This is now an open letter.
You said:
‘Sorry for the inconvenience.’
Excuse me? Although the person who responded to my email below may well feel contrite about the poor service this Nokia policy provides, and understandably feel the need to apologise, your apology is not accepted as it is a very blatant lie; ‘Nokia Care’ management are not sorry at all – they have deliberately created my inconvenience.
You said:
‘We are not authorised by Nokia to sell parts individually. If you would like the LCD replaced, you will need to have it repaired by one of our technicians.’
This is a narrow minded policy that will no doubt have aggravated customers before it aggravated me today.
Today I simply wanted a part from you. The part is easily replaced without a screwdriver. I can replace it in about a minute. Your organisation is refusing to provide this part, insisting that to acquire it from you I must spend money on one of your ‘technicians’ to install the part, and wait up to a day or more before I am able to use my phone again.
Your policy results in very poor service by you.
I have been told at your Chatswood ‘Nokia Care’ centre that:
‘All the mobile phone manufacturers do this’
What a lame excuse. Translation: ‘All our competitors provide poor service so, it’s resonable for us to do it.’ Or ‘You won’t get anything better from our competitors, so get used to it sucker.’
Given the simplicity of fitting this part, it is like being told at my shoe store that to acquire a new set of shoes identical to the old ones, I must spend money on one of their ‘technicians’ to put the shoes on my feet, and wait up to a day or more before I am able to walk normally again. Note that we are not applying any skill to the selection of the shoes here, we are just putting them on and tieing laces.
It is apparent to me that ‘Nokia Care’ is an oxymoron.
Every mobile phone I have owned since my 2110 in 1994 has been a Nokia. Seven of them? You could say I have been a loyal customer. Your management has foolishly inconvenienced this loyal customer for (hopefully) the last time.
My current 6220C has been my worst Nokia phone for reliability, with issues including
• intermittent reboot loops requiring removal of the battery to get the phone working again,
• the phone shutting itself off on receipt of calls several times each month,
• intermittent freezing during saving of video losing me precious recordings that can’t be replaced on many occasions I’ve used the video functionality,
to mention a few of the phone’s problems.
As part of the vocal minority, I’m doing you people a favour and letting you know my plans with regard to future purchases of Nokia products, and how I’ll be discussing my experiences of ‘Nokia Care’. As your marketing people will know, for every 1 in the vocal minority, there are 10 or 20 in the silent majority who feel the same way, but won’t tell you about it. Most dissatisfied customers will just walk away from you to your competitors, and you’ll never know why.
Your marketing people should also know it cost more to get a new client that hold an existing client. You’ve blown it with this now ex-customer.
Wise to forward this email to senior management. They need to understand the consequences of their poor service (=marketing) decisions.
I will purchase the part I need on this occasion on eBay from a reputable seller who will give me what I want for a small fraction of the cost of your ‘service’ (note the small ‘s’) and who will have it shipped to me within a few days. I will then tolerate my last Nokia phone for the remainder of my contract or I may chose to ditch it if the opportunity arises at my convenience.
I will share my experiences of ‘Nokia Care’ with people I care about whenever stories about poor customer service are being discussed, I will probably publish this email thread on various relevant blogs for the information of others, and I will be careful to purchase a brand other than Nokia for my next phone.
Regards,
Matt Groves
________________________________________
From: Chatswood [mailto: [email protected]]
Sent: Wednesday, 26 May 9:05 AM
To: Matt Groves
Subject: RE: LCD for a Nokia 6220 Classic
Hi Matt,
We are not authorised by Nokia to sell parts individually. If you would like the LCD replaced, you will need to have it repaired by one of our technicians.
Sorry for the inconvenience.
Regards,
Customer Service Team
688 Pacific Hwy
Chatswood NSW 2067
Phone: (02) 9410 0122
Fax: (02) 9410 0260
E-mail: [email protected]
View your repairs online: www.nokia.com.au/repairstatus
Dealer Website: www.nokiacare.com.au/dealers
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________________________________________
From: Matt Groves
Sent: Tue 5/25 6:04 PM
To: Chatswood
Subject: LCD for a Nokia 6220 Classic
Hi,
I need to purchase an LCD screen for a Nokia 6220 Classic. I do not need it installed for me, as the installation is easy (as you will know). I just need the part.
I would like to purchase this LCD screen from you early tomorrow afternoon when I will be driving through Chatswood. Please confirm (in the morning if you can) whether you have the screen in stock, and how much you can sell it to me for when I come by to pick it up.
Thank you,
Matt Groves
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