As the title says, I spoke with Matt Rothschild by phone earlier regarding my horrible order experience with Best Buy for my Lumia 920. I originally preordered the phone on October 21 when it became available for online ordering.
The order just stayed in backorder status until this past weekend, and each time I called to get any updated information, I was given a different story. Anyway, I decided to send an email to Stephen Elop about it, and I was completely surprised when Mr. Elop replied to me. He said that he would have his team look into the matter, and also copied Mr. Rothschild on the email.
That night, I received a response from Mr. Rothschild telling me that he would look into my fulfillment issue himself. I have to say that I really didn't expect much to happen, but, was I ever surprised. I kept in contact with Mr. Rothschild during the whole ordeal, i.e. two cancelled orders, each with assurance from BB that they would not be cancelled.
When the second order was placed, I was told that I would be receiving my phone by Friday, but the estimated shipping information showed shipping sometime between 11/27 and 12/11! Then, that order was cancelled by BB today! I was so frustrated that I emailed Mr. Rothschild as to what happened.
I was shocked when I checked my voicemail today and had a call from Mr. Rothschild! He told me that Nokia was sending me an early Christmas present of a new phone, and I would be receiving it tomorrow!! He asked me to give him a call back, which I did, just to thank him for his intervention on my behalf. He said that Nokia was having a discussion with management at Best Buy regarding their handling of order fulfillment.
Then, and here's the kicker, he told me to make sure I checked the tracking information with UPS, because he said there were also some "extras" in the package to make my experience with the phone even more enjoyable! OMG! I checked the shipping weight on UPS website, and it says the package weighs 9lbs!
When a company takes the initiative to stand behind their product and the people who buy them, that speaks volumes for the integrity and reputation of the company in my book. My first cell phone was a Nokia, and I love my L900, but I really want my new toy. Nokia has my loyalty from this day forward! My friends at work can't believe that Matt Rothschild called me personally, and I guess I can't either. It's so nice to know that integrity is still alive within the corporate world. Gonna be the best Thanksgiving ever!
The order just stayed in backorder status until this past weekend, and each time I called to get any updated information, I was given a different story. Anyway, I decided to send an email to Stephen Elop about it, and I was completely surprised when Mr. Elop replied to me. He said that he would have his team look into the matter, and also copied Mr. Rothschild on the email.
That night, I received a response from Mr. Rothschild telling me that he would look into my fulfillment issue himself. I have to say that I really didn't expect much to happen, but, was I ever surprised. I kept in contact with Mr. Rothschild during the whole ordeal, i.e. two cancelled orders, each with assurance from BB that they would not be cancelled.
When the second order was placed, I was told that I would be receiving my phone by Friday, but the estimated shipping information showed shipping sometime between 11/27 and 12/11! Then, that order was cancelled by BB today! I was so frustrated that I emailed Mr. Rothschild as to what happened.
I was shocked when I checked my voicemail today and had a call from Mr. Rothschild! He told me that Nokia was sending me an early Christmas present of a new phone, and I would be receiving it tomorrow!! He asked me to give him a call back, which I did, just to thank him for his intervention on my behalf. He said that Nokia was having a discussion with management at Best Buy regarding their handling of order fulfillment.
Then, and here's the kicker, he told me to make sure I checked the tracking information with UPS, because he said there were also some "extras" in the package to make my experience with the phone even more enjoyable! OMG! I checked the shipping weight on UPS website, and it says the package weighs 9lbs!
When a company takes the initiative to stand behind their product and the people who buy them, that speaks volumes for the integrity and reputation of the company in my book. My first cell phone was a Nokia, and I love my L900, but I really want my new toy. Nokia has my loyalty from this day forward! My friends at work can't believe that Matt Rothschild called me personally, and I guess I can't either. It's so nice to know that integrity is still alive within the corporate world. Gonna be the best Thanksgiving ever!
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