Ref - Nokia Thailand (my former journal)

As my journal is one of the unlucky one that does not stick on the journal main page, I would like to update you with what has happened. Hope our experience will make you be more careful next time you get a new mobile phone especially in Thailand.

First of all I would like to say to thank you to everyone who left your suggestion on my journal, we truely appreciate it.

Anyway, this morning after I wrote the journal, I went to Nokia Care at Pinklao again. I was full of anger as you can probably imagine. I knew I have to act as a totally ***** over there to get them scare of me.

On arrival I refused to be on a waiting list, I told them to deal with me immediately - it worked!

I told the customer service girl there my mobile got the same problem again - of course she recognized me, I was there 2 days in a role already. This time she told me that I have to wait for 3 weeks because they will have to send it to Nokia head quarter.

So I asked her, what Nokia head quarter will do with this phone.

She said, they will tale a look at it and will try to find out what the problem is.

I said - you are telling me that the technician here knows less than technician at Nokia? But then the technician at Nokia HQ will be spending 3 weeks just to fix this phone? I am not waiting another 3 weeks for a phone I just bought on Monday and it has been fixed one time already. There is obviously something very wrong with it. I do not want this phone anymore. I want you to change it for me.

She looked completely blank, no answer only a smile and said - that is what it will be.

I said - You will have to bring me a person who can give me a better answer. I am not gonna wait for 3 weeks. This is a brand new phone.

She disappeared for 5 min and back to tell me that, I can come to collect it in 3 hours.

3 weeks and then 3 hours - because I acted up??

Made me wonder, what if I am such a typical thai person who never fight for my own right, only say "mai pen rai" to whatever answer I got.

Anyway, after 3 hours we got it back, they replaced the whole thing for us. so now we have a new phone.

why didn't they just do or tell us this in the first place? The answer we got was, we cannot replace your phone, we can only fix it. So what if it broke again? So she said, then we have to fix it again? They could have saved them 2 more unsatisfied customers if they are more helpful.

We were going to cancel this transaction from the credit card anyway. I am very glad that we did not pay for it by cash.

I cannot believe that I will get this kind of service from a big multinational firm like Nokia. There is no sense of ownership in taking responsibility for the company from its employees. If I was a staff who has to deal with customer, I will put myself into the customer's shoe and deal with it- contact my supervisor, etc. I know the people I dealt with do not have power, but they know who has power, just freaking ask that person to talk to us, if you cannot contact that person now, just tell us that you will inform the person who can help and will get back to us, but not telling us to that we have to deal with it ourselves for the second time. I have to go to the service center (going from Naradhiwas Rd to Pinklao is not a short trip and not fun). And that I have to understand that it is not their fault. I was like for Christ sake, so it is my fault then!!! It is nobody's bloody fault I never blame them, but it is their company. Do something!

We were a loyal customer to Nokia - our first mobile phones were Nokia we always buy a Nokia phone, and this is what we got. I would not complain as much if I have used this phone for a long while and it broke because of me.

I doubt if we will ever be Nokia and Jay Mart customers again, also our family and friends.

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Here is my additional comment as I cannot add it in a usual place.

We accepted the fact that we should have spent 300 baht to buy an insurance cover to replace the phone within 7 days to avoid this hassle. But...

Jay Mart - could have been more helpful. We bought the phone from them, but when we had problem, they quickly told us to go to Nokia shop. And Nokia shop then told us to come back to Jay Mart. Jay Mart then told us to go to Nokia Care to get it fix unless we want to wait 3 weeks for them to do it for us (yes three f***ing weeks).

At Nokia Care, we complained, of course, as we were pissed of, but still aware of the fact that it is partly our fault to be overconfident in the product - just bad luck to get this Friday phone. But we were furious that when we went to get it, the phone was still broken. I mean, how stupid you can be to fix a phone without checking if it works before inform customer to come to collect it! We had to wait another hour for them to fix it. It worked, then we went home and it broke again.

Nokia customer service line told us to go back to Nokia care. They told us they could not answer anything about what would happen in case it broke again, so we asked we just have to go to the service center again then? No direct answer, not telling who we can contact in case this is still a problem, only said...we have to go there and "We" have to understand that it is not their fault. Yes thanks a lot. That really helps.

Basically they just don't understand for the fact that when people bought phone, they want to be able to use it, not leave it to be fixed for another 3 weeks. Nobody make us feel that they will take responsibility in dealing with this problem. And I have proven that they need less than 3 weeks to solve this problem, but no no no they didn't want to make that the first option to keep customer happy. They just want to spend as less as they can. If they told us that they will replace it for us in case it broke again for the third time, we could at least be more relief.

Nokia or Nokia (Thailand) doesn't matter. I will blame the whole corporation. If you sell your product everywhere in the world you have to make sure you maintain the same standard and accept not only compliment but complaint as well. We do not buy a mobile phone at a cheaper price than in Finland, there is no reason why we have to accept less customer service.

sorry to burst your bubble...while NOKIA itself is indeed a worldwide company....YOU were dealing with Nokia-Thailand....your experience doesn't sound all that strange...but rather typical.

ah sorry to hear that ka. if be me i would just go crazy and scream at myself u are cool next time scream at them for me ( but ohhh rather not go there again ) heehee

All's well that ends well. I'm sure many others are not as lucky as you!

I cannot believe that I will get this kind of service from a big multinational firm like Nokia. There

I would like to point out that you were also dealing with Thai customer issues. Things should have been made clear at the place of purchace. Otherwise, how could it be "fixed" suddenly from three weeks to three hours, unless it was just a case of mishandling customers? As it seems, if things would have been dealt the right way, everything should have been solved at Jay Mart, so that you should not had to go to some Nokia Service center...Tuff luck anyway, some people say that Nokia is pushing out some models too early or with many software bugs...:-( Shame on that company, that runs Finnish economy.

Unfortunately even the International companies here in Thailand rely on the culture of Thais not to complain. When they get people complaining they find it difficult to cope or think for themselves or go outside their responsibility boundaries.

I had the same problem with my O2, they quoted me 2 weeks to do a software installation when an upgrade I was doing via the O2 website blew my phone away. I got so annoyed at 2 weeks to do 15 minute installation I let them know it. Same result as you, come back in 2 hours, I did and it was ready.

My Motorola I just threw away when I had a problem here, they just said outright they wouldnt fix it as they werent equipped to fix the hardware problem. The phone was 4 months old.

Anyway glad you got satisfaction our of it and you got your new phone.

Best website I have found that I research before I buy any phone that evaluates every phone released and for user comments :

http://www.gsmarena.com/

Been there, done that. It took me 3 months to get my less than one year Nokia phone fixed. The problem was software bugs like Sunsnow said. Nokia rushed out too many models at the same time but the software was not ready.

Been told that nokia care people are not the nokia staff, they are subcontractor. They kept repeating the same answer over and over like a robot and didnt want to take any action. No spare phone for you, it was your own problem. Also dont even think they would call back telling you that the phone is fixed, your own problem to follow up and they kept you on hold on the phone for age.

Think this way, if they had better common sense, they would do something else not just service staff.