Does anyone know how to get results from Nokia Care in the Philippines or who I could contact to make a complaint about the time on a repair? If so, please let me know. I just want my phone back!
25 days ago now I took my Lumia 920 to Nokia Care in SM Dasmarinas, I'm not sure if this is a licensed third party or if this is owned by Nokia Philippines or even if Nokia Philippines is even part of Nokia or if it's just a licensed company here independently owned... whatever, they are representing the brand and for me have devalued it immensely.
04-25-13 : Took the phone to the Care point. It is no longer responding to touch. Was accused of somehow squishing the phone and this is why the touch does not work anymore... I take great care of my phones, this is the third touch Nokia I have after the N8 and N9 and I never had problems with those, I know with the larger screen it's going to be more sensitive in this respect, I still take offence at what was implied. Regardless, phone was accepted for repair under warranty or at my cost if it's not covered (let's deal with that if I ever get it back).
05-03-13 : Received SMS from Nokia Care -- Good day. Please be informed that your unit is still waiting for board replacement this is currently being processed. We'll update you once repair completed and or ready for pick up in the center. Thank you.
05-08-13 : I replied again asking for an update and details of the repair as the wait time now since delivering it to care has been unacceptable. No Reply.
05-09-13 : Replied again. No Reply.
05-10-13 : Replied again asking again for the update and details and this time received a reply from Nokia Care with the exact same message as the original telling me about board replacement and being processed.
05-17-13: Sent another message asking when I will get my phone back as originally I was told at the care center it will be returned within 14 working days which has long since passed. As yet I have received no reply.
I also used the online chat and with my job number they gave me the exact same update I received in my SMS and were not even receptive to any of the concerns I raised around timeframe and what exactly am I waiting for.
The Nokia Philippines Facebook staff were however seemingly helpful, when I raised my concerns with them a week ago, they informed me they had escalated it to the Care Center and I would receive contact from them... but I didn't. Props to the Social Media staff but I'm still stuck at the same point.
My problems are these; It is too far outside of the 14 days quoted at the center but even ignoring that the time taken so far is unacceptable. 25 days with no meaningful update on what is happening. Are they waiting for a part, do they have work backed up? What? As a consumer this is the worst service I have received from any company. The stereotypical useless plumber works faster than this. Secondly, the communication has been terrible. Not replying to messages, sending a scripted message when I obviously have a concern.
This is poor customer service and this will probably be my last Nokia in the Philippines. I love the phones, have hated the after sales service. Nokia Doesn't Care Center more like it. From a 3315 up through numerous models including N95, E63, E71, N8, N9 and a few candybar models that I can't recall. That's a kind of brand loyalty you can't buy. This was my first and hopefully last experience with Nokia Care here and it's still not even over.
Please someone give me some information that might help repair this customer's loyalty.
25 days ago now I took my Lumia 920 to Nokia Care in SM Dasmarinas, I'm not sure if this is a licensed third party or if this is owned by Nokia Philippines or even if Nokia Philippines is even part of Nokia or if it's just a licensed company here independently owned... whatever, they are representing the brand and for me have devalued it immensely.
04-25-13 : Took the phone to the Care point. It is no longer responding to touch. Was accused of somehow squishing the phone and this is why the touch does not work anymore... I take great care of my phones, this is the third touch Nokia I have after the N8 and N9 and I never had problems with those, I know with the larger screen it's going to be more sensitive in this respect, I still take offence at what was implied. Regardless, phone was accepted for repair under warranty or at my cost if it's not covered (let's deal with that if I ever get it back).
05-03-13 : Received SMS from Nokia Care -- Good day. Please be informed that your unit is still waiting for board replacement this is currently being processed. We'll update you once repair completed and or ready for pick up in the center. Thank you.
05-08-13 : I replied again asking for an update and details of the repair as the wait time now since delivering it to care has been unacceptable. No Reply.
05-09-13 : Replied again. No Reply.
05-10-13 : Replied again asking again for the update and details and this time received a reply from Nokia Care with the exact same message as the original telling me about board replacement and being processed.
05-17-13: Sent another message asking when I will get my phone back as originally I was told at the care center it will be returned within 14 working days which has long since passed. As yet I have received no reply.
I also used the online chat and with my job number they gave me the exact same update I received in my SMS and were not even receptive to any of the concerns I raised around timeframe and what exactly am I waiting for.
The Nokia Philippines Facebook staff were however seemingly helpful, when I raised my concerns with them a week ago, they informed me they had escalated it to the Care Center and I would receive contact from them... but I didn't. Props to the Social Media staff but I'm still stuck at the same point.
My problems are these; It is too far outside of the 14 days quoted at the center but even ignoring that the time taken so far is unacceptable. 25 days with no meaningful update on what is happening. Are they waiting for a part, do they have work backed up? What? As a consumer this is the worst service I have received from any company. The stereotypical useless plumber works faster than this. Secondly, the communication has been terrible. Not replying to messages, sending a scripted message when I obviously have a concern.
This is poor customer service and this will probably be my last Nokia in the Philippines. I love the phones, have hated the after sales service. Nokia Doesn't Care Center more like it. From a 3315 up through numerous models including N95, E63, E71, N8, N9 and a few candybar models that I can't recall. That's a kind of brand loyalty you can't buy. This was my first and hopefully last experience with Nokia Care here and it's still not even over.
Please someone give me some information that might help repair this customer's loyalty.
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