Disgruntled

When you're pissed, peeved and feel that nothing is done.. shame 'em ... though my letter was written in a more pleasant and milder tone, believe I was seething.......

idlc187@yahoo.co.uk
08/17/2006 04:34 PM
To
ext-custservice@nokia.com
cc
Subject
subject.
[Salutations:Mr.][FirstName:Ian][LastName:Da Luz campos][DOB:24-02-1982]
[Gender:M]
[Email:idlc187@yahoo.co.uk]
[CountryCode:+65][Country:Singapore][MobilePhone:+6598]
[Model:Nokia_6260]
[State:Singapore][Postal:266501]

[Feedback:To whom it may concern
I’m writing in to lodge my displeasure of the lack of service and courtesy with some of your service staff, as well as lack of service at your Nokia Care service center at Wheelock Place.
The encounter that I experienced happened in midday Wednesday, 16th August. I first went to the service center at around lunchtime and as expected, there would be a long queue. But it doesn’t make sense to me as to why from the 10 or so counters open for servicing of phones, there would be only 2 or 3 counters only opened, with afew of your service staff idling away, just standing around.
This continued again when I later came back at around 3 in the afternoon, yet again the ueue was long. Seeing that I was already there I had to wait, which I did for the next hour or so. When your counter was servicing my phone, the staff member told me to wait awhile as she went into the backroom, reasons not known.
I waited for another 45 minutes of so.At this point in time I was seriously not pleased with this lack of service. I enquired at main encounter as to what is going on, and the reply I received sort of implied that it was non of their concern and that of the staff who serviced me.
The reason for reservicing my phone was that the parts of the keypad for my 6260 had become insensitive. this has not been the first time that I have encountered this problem with my phone as I have serviced it a few times already in the past, with the same problem. The last time just being a week or so ago. And today I just received a call from your service center, saying that they would have to replace some parts, which would mean that my data would be wiped out, yet another inconvenience as well as my contacts, I have some software that I would need to re[urchase and reinstall again, so as to efficiently use my phone as I am visually handicap.
It makes me wonder whats the point of servicing my phone if it always comes back to the same problem, as well as the build quality of your products these days.
I have been a keen user of your products for a longtime now, due to it’s ease of use and familiarity. But it’s situations like these that make me reconsider this seriously.

Yours Sincerely
Ian Da Luz Campos

And the standard "We are wrong but it isn't exactly our fault we're covering our arses respones" responses to this would be:


To: idlc187@yahoo.co.uk
Subject: Nokia - Ian Da Luz Campos - Nokia Customer Service Feedback
From: CustService@nokia-care.com Add to Address Book
Date: Thu, 17 Aug 2006 21:55:50 +0800

Dear Mr. Da Luz Campos,
Thank you for emailing Nokia Careline. We are sorry to hear that the services rendered to you by the service centre is less than satisfactory. In addition, I wish to apologise for the inconvenienced caused.
Please allow us to assure you that your experience in this instance is not typical of Nokia¡¦s level of product reliability and customer service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry.
We sincerely apologise for the services provided to your by our service centre staff and we thank you for bringing this to our attention. Please be assured that we are continually looking at ways of improving to provide you with better products and services. We assure you that each of our customers is valued and we do not treat your concerns lightly. As such, we have forwarded your feedback to the relevant department to ensure that there will not be a repeat of your experience in the future. Alternatively, you can take your phone to another service centre if you are not satisfied with the service provided to you by the Wheelock service centre.
Please use the following link below for the available Nokia service centres in your area: http://www.nokia-asia.com/nokia/0,,32996,0.html

Please note that there are different levels of repairs at our Authorised Service Centres and our technicians will certainly do their best to rectify the fault. The technicians at the service centre will assess and repair the phone properly before releasing it to the customer. As the technicians at the Nokia ASC maintain a high standard of professionalism, do note that Nokia is an electronic product and we are unable to predict as to when an electronic part may or may not fail in its lifetime. As such, this goes for all electronic products. However, we do understand your frustration and disappointment pertaining to the outcome of the repairs on your phone.

We hope that you will have your phone in working condition as soon as possible.

For further assistance, please contact the Nokia Singapore Careline between the hours of 08:30 - 00:00.

The Nokia Careline is operational seven days a week, 365 days a year. You can contact our Technical Support Executives on either: Singapore Careline number : 6822 8888
Universal Careline number : +800 888 NOKIA (66542)

Thank you for your continuing support. To assist us in improving our services please use the following link: https://digiumenterprise.com/answer/?sid=42955&chk=EPHPXYH6

Kind regards,
Serena James
Nokia Careline

ny ass........