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- Thread starter batkingnz
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Charles Ong
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- May 7, 2013
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Hi. Im from philippines also and i know just how you feel.
Nokia care service is absolutely horrid. Its like the people working there are incompetent or something
i had my fair share of problem with my 920, the freezing issue,which is common. They told me that they have not encountered this kind of problen before and that its only a software bug. I was baffled when they are not even familiar of the soft reset trick.suffice to say,they were unable to fix the problem and gave no real plausible solution.
What i find ridiculous is that they are unwilling to replace the phone even when its painfully obvious that i got a defective unit. Fortunately i bought my phone from an independent retailer and was able to have it replaced. Since then i had minimal problem.
Sadly this is far too common here in the philippines. I have yet to encounter a company with good customer service. I got used to the crap standard held here that i wasnt even expecting much to begin with. Hopefully you solve all your issues. Cheers
Nokia care service is absolutely horrid. Its like the people working there are incompetent or something
i had my fair share of problem with my 920, the freezing issue,which is common. They told me that they have not encountered this kind of problen before and that its only a software bug. I was baffled when they are not even familiar of the soft reset trick.suffice to say,they were unable to fix the problem and gave no real plausible solution.
What i find ridiculous is that they are unwilling to replace the phone even when its painfully obvious that i got a defective unit. Fortunately i bought my phone from an independent retailer and was able to have it replaced. Since then i had minimal problem.
Sadly this is far too common here in the philippines. I have yet to encounter a company with good customer service. I got used to the crap standard held here that i wasnt even expecting much to begin with. Hopefully you solve all your issues. Cheers
Oh no I have my Lumia 920 for warranty at the same Nokia Care in Dasmarinas. It has been there since Sunday and no updates til now. Any news on your unit? If this lasts till Friday I can email Elop and the nokia resolution PM me for your email address so I can copy you. My Lumia 920 was only 7 days old.
I got the same sentiment.
Mine was a Lumia 720 I suppose to use as a secondary phone. Sim Tray was defective (sometimes it cannot detect the sim). I brought it back to the store where I bought it. They wanted to replace the SIM tray immediately but later realized it contained the IMEI and feared it might void the warranty so they advised me to have the unit checked by Nokia Care (Megamall).
To make the story short, 3 weeks later I'm still receiving texts that my issue was already brought to Level 3 and was still waiting for the needed part (aka SIM f***ng tray) to arrive. No ETC given. They can't answer why can't they just pull out a working SIM tray from other existing units.
They don't entertain replacement requests.
I can't understand why they can't think of a faster, more efficient way of handling customer complaints. I have another smartphone (from a different brand) with the whole screen replaced in just a week!
I was really hoping I could fully migrate to the Lumia and their future iterations. But their after sales support (at least in the Philippines) thinks I should probably stay farther away where I can't disturb them with their incompetence.
Mine was a Lumia 720 I suppose to use as a secondary phone. Sim Tray was defective (sometimes it cannot detect the sim). I brought it back to the store where I bought it. They wanted to replace the SIM tray immediately but later realized it contained the IMEI and feared it might void the warranty so they advised me to have the unit checked by Nokia Care (Megamall).
To make the story short, 3 weeks later I'm still receiving texts that my issue was already brought to Level 3 and was still waiting for the needed part (aka SIM f***ng tray) to arrive. No ETC given. They can't answer why can't they just pull out a working SIM tray from other existing units.
They don't entertain replacement requests.
I can't understand why they can't think of a faster, more efficient way of handling customer complaints. I have another smartphone (from a different brand) with the whole screen replaced in just a week!
I was really hoping I could fully migrate to the Lumia and their future iterations. But their after sales support (at least in the Philippines) thinks I should probably stay farther away where I can't disturb them with their incompetence.
Sorry to hear all your sentiments Kabbyan,here in Thailand it's different story, my l920 has dusts in ffc but its not really a problem because the dusts doesn't interfere with the ffc functions but I just want to have it clean before it becomes a problem, so I went to a Nokia care shop here and they check the phone and told me to comeback after 2hours so I did comeback at the said time and boom they replaced the front glass cover and fixed the issue..ONLY 2 HOURS AND MY PHONE GOT FIXED..plus free screen protector and a guarantee that the same issue won't happen again..
Wow OA!! haha I wish we had the same people who don't want to lose their customers.
Struggling na nga yung market share, hindi pa nila inaayos supports nila.
cuzincurly
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- Dec 28, 2012
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Woah! great experience in Thailand. 2 hours to replace the screen. Mine took almost 3 weeks.
Regarding the thread starter's problem. Nokia Care informed me if the 920's motherboard is damaged, the phone should be replaced because the price for that is as good as a new phone. Demand for a new unit and continue to bug them
As far as i know nokia care here in the philippines isnt really nokia, like you said, i think its like a licensed service center, only that they were allowed to use "Nokia Care" name. just like the nokia stores here, they are owned and operated by different companies using nokia brand name. i had same experience as you with my n8 before. i had it brought in for warranty repairs in megamall, it took more than a month to be replaced because they said that the customs was so slow in processing and releasing the replacement/parts, to be fair though i had been given their number so i could call them for updates. maybe the number you were texting to is a automated machine that cannot process replies. maybe you should try calling the branch or better yet go there and demand to talk to their manager so that you could clear things up.
btw, for comparison, just this january, i had returned a defective plantronics headset for replacement (to plantronics), also took them more than a month to get the replacement unit, they also said that the reason it took so long was because of customs delays... so maybe what nokia care told me was true. although, plantronics did tell me that it could take more than a month before i could get the replacement, that was the only difference cause nokia never gave me any time frame of replacement then.
btw, for comparison, just this january, i had returned a defective plantronics headset for replacement (to plantronics), also took them more than a month to get the replacement unit, they also said that the reason it took so long was because of customs delays... so maybe what nokia care told me was true. although, plantronics did tell me that it could take more than a month before i could get the replacement, that was the only difference cause nokia never gave me any time frame of replacement then.
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cuzincurly
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- Dec 28, 2012
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Same case as moxx2284 where Nokia reasoned out that the part has to pass througj customs so it may take some time. My nl920 finished its service after 3 weeks of waiting. Nokia Care Phils. was honest to me about the lead time, informing me that my phone will be ready after 2 weeks if everything goes without a hitch. My screen has to be replaced because it shattered (my fault); caused a huge strain on my wallet.
i think u have to call nokia careline, or you go to Latest Mobiles and Smartphones - Nokia - Philippines (left your complaint there)
cuzincurly
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- Dec 28, 2012
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LanunReviews
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- Apr 2, 2013
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Nokias in Asia generally suck, I can probably relate since I'm in Malaysia and I've heard stories of how horrid their customer service is (aside from their facebook page). Most of the L920 problems seem to be stem from one, and only one issue: faulty motherboards. It makes me wonder who their supplier is and whether they chose the cheapest possible supplier since nearly 80% of the problems I've read about everywhere seem to be motherboard related (frozen screen/unresponsive/dead phone). If this was in the US, they'd replace your flagship phone with a new one instantly. Unfortunately we're in Asia, land of the worst customer service.
@LanunReviews
I agree in the US they would replace a faulty phone with a new one. Customer service in asia sucks. We buy our phones unlocked and even more pricey than what US customers pay for their phones but we do not get equal treatment.
I agree in the US they would replace a faulty phone with a new one. Customer service in asia sucks. We buy our phones unlocked and even more pricey than what US customers pay for their phones but we do not get equal treatment.
Hi everyone, I was so feel bad, had order last September 16, 2013 a kpad for my nokia, but no items, arrive not even answering all the texts I sent to them,...Until end of Nov I demand for a refund. fFirst week of Dec 2013 I receive a text from nokia to go the address they sent me for refund, takes daw two weeks to process, but now all numbers they gave me was out of reach. I went their at magallanes de roxas, Lucielle was the name who came to me and gave her number. I texted her, she anwered me. But now when Feb comes, she is not responding anymore. Why this people so insensitive. Anyone who could suggest me how to reach the Ceo of nokia?Thank you.
froi francisco
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- Apr 11, 2013
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wow... unfortunately, i am on the same situation now. my lumia 1320 has been with them since oct 26. unitl this very moment no response, text nor call from any of them. believe me or not, ive been trying to call nokia care ali mall for the past week EVERYDAY EVERY HOUR,.. their phone 2574074 is eaither bc or out of coverage area.their mobile? someone has it does not now how to use it... when you try to call, 1st try will ring with no answer.. 2nd try eaither bc or out of coverage area...
froi francisco
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- Apr 11, 2013
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nop, these guys are legit...so happen they do not know what real customer service means...
froi francisco
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- Apr 11, 2013
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guys just an update... i still dont have my phone back... just 2 weeks ago someone finally called me ( i rant on their customer care,email chat and twitter) and was told that my phone's motherboard has to be replaced. and that in two weeks time i should get it back. i called just this afternoon knowing that i should get my phone anytime this week.. i got pissed as hell as the nokia care rep is telling a different story now. that my phone's mother boards tentative arrival is this week... TENTATIVE.... i dont know how worse this kind of service can even get worse.. and they do not offer replcement phone... aren't they?
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