vB Easy Archive - Nokia Customer Service Scam

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Nokia Customer Service Scam - BE CAREFUL
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Posted by: kakulottf

Nokia Customer Service Scam - BE CAREFUL

When you have a brand new phone which is faulty. First the Nokia customer service lie to you that you can get a brand new replacement with fully sealed package and lure you to do the replacement which solve their legal obligation for faulty goods, then they give you a faulty products, which helping them to reduce the stock of faulty goods. At the end they refuse to do another replacemnt and be forced to repair at their repair centre. And you have to keep the faulty phone (may or may not be fixed).

The full story begin with my new Nokia N95 Phone which bought 3 weeks ago. After I used for couple of days I found the slider get looser and wobbling a lot. For a phone with a high price tag I found that is not acceptable so I talk to the shop which I bought from. They told me I am covered by a 14 days replacement policy, but the phone have to be inspected by Nokia manufacturer before the replacement. ok. I accept the replacement and they took my phone and send off to Nokia for inspection. Up to this point normal people will think if they accept my phone as faulty I will get a brand new phone back.Right?

However, I was alert by the inspection and return process, what if they just fix it and clam that is a replacement or return with a refurbish phone. I asked the shop they said they don't know anything about the process inside the nokia manufacturer.Then I called Nokia customer service to make sure and that is the nightmare begin. I called to the the customer service centre and told them my situation, they reply and say the replacement will be a brand new phone in the fully sealed package like you buy in the market( I confirm with her 3 time). I was very happy and glad I bought Nokia phone which come with excellent customer service. I told the shop to go ahead for replacement which still within the 14 days and waiting for my new phone to come.

I waited for 4 days and my phone is returned. But it is not in a brand new sealed package, it wrapped in a clear plastic bag and bubble wrap inside a small white cardboard box. The front screen and the front camera is protected with a hand cut sticker. I can see 2 minor scratches on the front screen after I took the plastic off and finger print on the main camera, and there is a scratches above the'3' key too. The worst is there is 5 light spots on the lens. This phone is obviously a refurbish one and it is faulty too. I called the customer service again, what they say is totally different, they say the 14 days replacement policy will keep the cover of the phone and change the whole electronic parts inside with new parts with different IMEI (they clam is new!!!). OMG, is that a replacement or totally repair??? God know what may happen during the process.

Anyway, I told them the problems with the replacement phone and they refused to do another replacement and ask me to fix it at their repair centre. What the !!!! If I need to fix it I will do that at the first place.

I paid that much money and what I expect is a fully functional phone with no problems, is that too much to ask?? And now I have my phone which I used for less then 2 weeks replaced which is faulty and forced to repair it at the end.

Does that look like a scam to you!? first they lie to you that you will get a brand new phone will full sealed package and lure you to do the replacement which solve their legal obligation for faulty goods, then they give you a faulty products which may or may not be a new or refurbish one, helping them to reduce the stock of faulty goods. At the end you will be force to repair it their repair centre. I feeling very disapoointed with Nokia about the products, customer service and repair service now .

I still waiting for a call from Nokia customer service manager which I request 4 days ago. Unfortunatlly small customer like me will properly being ignored.

Wish someone who read this could be more alert to the refund and return policy when they decide to buy from Nokia, be careful to the scam behind it. Always ask more before you paid, if there is any problem refuse to accept the good and demand for another one at the spot. Thanks for reading.

Posted by: mrochester

this is exactly what happened with my 8800. So much for the 'Premium' warranty service for 8800 customers. Even though my phone was a number of months old, I'd taken good care of it. Nokia saw fit to replace my phone with a refurbished model which was in worse condition than my first one had been. Obviously this was completely unacceptable. I complained numerous times and got a number of replacement 8800s (all refurbished) until I was happy.

Posted by: kakulottf

Quote:

Originally Posted by mrochester

this is exactly what happened with my 8800. So much for the 'Premium' warranty service for 8800 customers. Even though my phone was a number of months old, I'd taken good care of it. Nokia saw fit to replace my phone with a refurbished model which was in worse condition than my first one had been. Obviously this was completely unacceptable. I complained numerous times and got a number of replacement 8800s (all refurbished) until I was happy.

lucky you can have your phone replaced again, can only replace once and force to repair the faulty one now.

Posted by: coopere

i feel your pain. that is the main reason why i stay from slider and clamshells aka flips, because of these mechanisms. they don't last as long as candybars. i love the n95 but the price tag is driving me away and what you just went through i don't want happening to me. for any manufacturer to be selling such expensive phones customer service should top class, just like how lamborghini and ferrari treat their owners.

Posted by: kakulottf

Just Got a call from Nokia, he had listen to my problem and said he will do something for me which he didn't said what it is and just told me to call back to customer care tom. Feels like I have been push around again. Hope I will hear something new tom. Good luck to me.

Posted by: Argento

They didnt lie to you on purpose, always read your warranty, any service is at nokia's discretion. You sent in a used phone, that is what you will get back

Posted by: kakulottf

Quote:

Originally Posted by kakulottf

Just Got a call from Nokia, he had listen to my problem and said he will do something for me which he didn't said what it is and just told me to call back to customer care tom. Feels like I have been push around again. Hope I will hear something new tom. Good luck to me.

Called customer care again, they don't even know what happen, and I have to told her the whole story again. What is the point of the manager calling me for, to fulfill their 48 hours call back policy and done nothing at all. It is really disappointing. And I got the exact same result, they told me to repair it under warranty. They admit they make mistake by telling me they can exchange for a brand new fully sealed box, but all they can do is saying "unfortunately we can't do anything". What is the point of me calling if you can't do anything? They don't even want to take any responsibility.

Posted by: kakulottf

Quote:

Originally Posted by Argento

They didnt lie to you on purpose, always read your warranty, any service is at nokia's discretion. You sent in a used phone, that is what you will get back

they tell me what I will get and I didn't get it, that is lie. My action base on that lie, that become misleading. So because their negligence I got economy lost (faulty phone on hand). their warranty cannot cover their legal obligation to me.

Posted by: Moderator HF 25

kakulottf, I've read your grievance in MobileReview forum as well. It seems to me Nokia may contract out service in Australia as well. The notorious repair/warranty service here in North America is thru Solectron. However, if you've been to the Nokia Professional Shop or Care centers in some other countries like Netherlands or Hong Kong, they'll offer quite a different experience: Fast turnaround (usually within 2 hours after they've picked up your possible/faulty phone/accessories), if they can't fix a phone this new like yours and they'll give you a new one. Just that it may have long line-ups at those centers.

Anyway, I'll move this thread to Manufacturers Rants and Kudos shortly after a few more posts.

Posted by: Freddy Flash

Quote:

Originally Posted by Moderator HF 25

...The notorious repair/warranty service here in North America is thru Solectron....

Is that the company who took over Nokia's Melborne, FL, facility?

Posted by: Moderator HF 25

I don't know about that tho while Nokia claimed "to move" a repair facility down south to Mexico. But outsourcing warranty service to Solectron is a fact.

Posted by: Freddy Flash

Ah, I see sir. Interesting.

Last August I was at US Cellular's repair center and had asked about Nokia OEM repairs. They told me that they're still shipping to Melborne place but it's not "run" by Nokia anymore. Of course, things change every week and we've had many of those since then no?

I'm about half tempted to contact Nokia to see if I can send in one of my phones for a firmware update, just to see were it goes

Posted by: Argento

Quote:

Originally Posted by Moderator HF 25

I don't know about that tho while Nokia claimed "to move" a repair facility down south to Mexico. But outsourcing warranty service to Solectron is a fact.

But Solectron is just for Canada

Nokia has Teleplan, Palco here in the US

Quote:

Originally Posted by Freddy Flash

Ah, I see sir. Interesting.

Last August I was at US Cellular's repair center and had asked about Nokia OEM repairs. They told me that they're still shipping to Melborne place but it's not "run" by Nokia anymore. Of course, things change every week and we've had many of those since then no?

I'm about half tempted to contact Nokia to see if I can send in one of my phones for a firmware update, just to see were it goes

Melbourne was run by a 3rd party and then closed in 07.

Posted by: Freddy Flash

Ah, gotcha. Thank you very much for the heads up

Posted by: Argento

Quote:

Originally Posted by Freddy Flash

Ah, gotcha. Thank you very much for the heads up

If you have a non cingular 6126 you can update it yourself using the Nokia Software Updater, if your phone is not compatible with NSU, it can be sent in under warranty to be update.

Posted by: Freddy Flash

I checked NSU and it said my 6126 is good. My 6265 is a USCC one, v800, and there's a v801 out. My FLS-4 has been out of liscences for a while now so I can't remedy this, and I have no intentions of digging out my JAF and trying it

Posted by: player911

I would tell them you just want a refund. If the phone isn't that old... then get a refund. If I bought a phone and its not even a month old and it started breaking... i'd get a refund and either buy another phone or another model.

I agree, expensive phones shouldn't break easy.

Posted by: Moderator HF 25

Quote:

Originally Posted by Argento

But Solectron is just for Canada

Nokia has Teleplan, Palco here in the US

Melbourne was run by a 3rd party and then closed in 07.

Thanks for the update. So there're just 3 contractors in the whole North America including Solectron?

Posted by: kakulottf

Quote:

Originally Posted by player911

I would tell them you just want a refund. If the phone isn't that old... then get a refund. If I bought a phone and its not even a month old and it started breaking... i'd get a refund and either buy another phone or another model.

I agree, expensive phones shouldn't break easy.

I asked Nokia for refund and they say I have to talk to the shop, I asked the shop they say I have to talk to Nokia. I lost trust with Nokia now. I would not buy from nokia anymore, I only hope I can get my phone replaced or even repair and sell it.

Posted by: kakulottf

After hours and hours of explaining and talking to the Nokia customer care agent and their manager, they finally agree to do another replacement but still not a fully sealed package exchange. Anyway, I was so glad it got a break through and I took it back to the shop to do a replacement. I waited for 1 week and the Nokia care promise reject my replacement and the reason is I didn't provide a proof of purchase which is not necessary for the first replacement. I am so disappointed. The Nokia customer care service break their promise again. What I think of is that they try to make the phone pass the 14 days replacement time so I could never ask for any replacement again.

I totally give up this time, I will just take my phone to fix and sell it as it is. And I would never touch Nokia again.

Posted by: dohdough

I don't see how this has anything to do with Nokia Customer Care. You should blame the vendor. Any reputable one would take exchange it for another and a restocking fee would not be out of order. You should've returned the phone to the vendor before the 14 day return and they should not need Nokia to take a look at it. Nokia did their job by giving you a rufurbished replacement for the used one you sent in. I suggest that next time, you buy from another retail outlet that has better customer service and warranty.

Posted by: moazam

Its better to not to buy shipped mobiles.. those are faulty..

Posted by: Argento

Quote:

Originally Posted by Moderator HF 25

Thanks for the update. So there're just 3 contractors in the whole North America including Solectron?

Yes, pretty much. Excluding support for Mexico

Posted by: kakulottf

Nokia is playing me around again. I just got my replacement from the Nokia care promise today. They always clam that the replacement phone is brand new, but the phone I got today look like it had been used for long time, paints worn off, scratches every where, dust in the camera, the screen protector still on the screen with scratches on it <-- how can that happen if it is new???? they just try to replacing rubbish to me until I give up. And the Nokia care promise service is closed on the 1st July, so they know I can't return anymore and give me someone that others returned. The biggest scam in the world. Don't trust them anymore.

Posted by: alcatraz

.
Frankly, you sound like a monumental PITA.

Given that you've only made 8 posts here, each of which is critical of Nokia, but you've made identical posts on at least ten (10) other forums, it's patently clear that your ulterior motive is to dump on Nokia, but you're wasting your time.

Folks, if you Google his name, you'll see what I mean ........

.

Posted by: Moderator HF 25

^ I'm aware of it from the beginning as I've mentioned in my earlier post but I think 8 out of 8 posts here doesn't make Nokia looks bad as a whole: sometimes, there're really problems, flaws and issues. Nothing's perfect. Anyway, I'm going to move this thread to the Manufacturer Rants forum.