Customer Service nowadays are getting from bad to worse, especially in Nokia Care Centre. It seems that less Singaporeans are willing to take up Customer Service jobs too. And does that explain foreigners (not to mention nationalities) have to take up such job? Does the organization really provide quality training to teach them to give good customer service? Do they know CUSTOMERS R ALWAYS RIGHT?
What frustrated us most is the stupid Nokia Care Centre. To the extent, I m going to report this to CASE. CASE stands for Consumer Association of Singapore. They help consumers to resolve disputes/problems. In other words, they handled complaints mostly as a 3rd party.
His Nokia E60 seems to have a problem in opening a Sound folder from File Manager. Still can make calls, sms etc except for opening that folder. So we conclude it could be a software problem. So Saturday, we went down to Causeway Point Nokia Care(less) centre for servicing. Yes the phone is out of warranty and we are aware we need to pay labour charge of $26.75. We told the CSO about the problem and the conversation goes like this:
CSO: Ok, it could be a software problem. As your phone is out of warranty, we need to handle with extra care. Let me check if we have the software for this model to do the necessary software upgrading.
(Waited for almost 10 min)
CSO: Ok Sir, yes we have the software to do the upgrading. Labour fees will be charged accordingly. Tomorrow you will be able to collect your phone.
(And so we left after waiting for 2 hours.)
The next morning a CSO by the name of Cannie Siew called us.
Cannie: Hi Sir, I would like to inform you that software upgrading failed halfway and we suspect it could be a hardware problem. We will need to send to HQ for further checks and a budget of $80-$150 will be required for the hardware repairs.
Him: Means problem is not solved right? Let me consider first. I will go down later and collect my phone then.
And so we went down to the Nokia Care(less) centre again. Waited for 1 hour and we got to the counter. A Filipino CSO attended to us. We tried to switch on the phone and it totally cannot be SWITCHED ON! This means, it’s spoilt!
That stupid CSO told us that according to the LOG system, they had informed us that the phone cannot be switched off and we chose not to proceed with the repair. THEY DID NOT EVEN TELL US THE PHONE CANNOT BE ON. The stupid CSO showed us the LOG screen and the comments were:
"Informed customer software upgrading failed. Cannot be on. Budget $80 - $150. Customer do not wish to proceed with repair"
FUCK! As if that bitch said exactly what she typed in the log. SHE DIDNT SAY PHONE CANNOT BE ON! We asked the stupid CSO to clarify with technician & the bitch. She came out after 10min and re-explained the same thing again. “Get your manager to talk to us.” She says there is only supervisor here.
Shockingly, Supervisor Rachel (looks like a lesbian) explained that the phone was put on a machine to leave it for software grading. And the phone crashed halfway unknowingly. ISN’T IT OBVIOUS THAT WE PASSED THEM A WORKABLE PHONE AND THEY RETURNED A SPOILT PHONE TO US?! Supervisor R still argued that our phone is out of warranty and that’s y they call us whether to proceed with the repair but we chose not to! "As your phone is out of warranty, we need to handle such cases with extra care!" FUCK, AS IF THEY DID!
She re-explained the whole thing on how the technicians do their jobs, how the phone software grading was done and emphasize our phone is out of warranty and need to pay.
IS SHE REALLY A SUPERVISOR? I REALLY DOUBT HER CS SKILS.
Me: Do you know what customer service is? Do you know what service recovery is? We give u a workable phone before the servicing. Now, fix it back. Don't explain. If you can't give us a solution, get your manager to talk to us. Don't waste our time.
Supervisor: As I said, if you wish to proceed with the repairs, we can send to HQ to check. Fees will be about $80-$150. I m only a supervisor here. I can’t make any decisions. I can only advise.
Me: We are not going to pay anything. We conclude YOUR TECHNICIAN SPOILT OUR PHONE. DON'T EXPLAIN, MAKE IT WORK. DO WHATEVER YOU WANT, JUST GIVE ME BACK A WORKABLE PHONE. IF NOT, GET YOUR MANAGER OUT.
Supervisor: Oh our manager is very busy now and may not be able to attend. Me: NEVER MIND, WE HAVE THE TIME TO WAIT.
In the end, another CSO talked to us again and RE-EXPLAINED the whole thing again.
Me: JUST STOP EXPLAINING. WE HEARD 3 TIMES ALRDY. IF YOU CAN'T GIVE US A SOLUTION, GET YOUR MANAGER OUT.
CSO: Oh, we do not have a manager here. Only Asst Manager. Me: That’s interesting. I tot ur supervisor says manager is busy now? I don't care, get ur manager out.
And so the Asst Manager (AM) came out and told us the same thing. FYI, Asst Manager is also a Filipino. She explained that she will hand this to HQ and waive off the labour costs (which is only $26.75) but she can't guarantee the repairs fees whether it can be waived off. She will call us on Tues to update the repair status.
AND SO, We received a call on Tues evening from a CSO saying that they fix the phone but still cannot. CSO: Sir, do you wish to collect your phone back?
I guess CSO are still stupid. And of cos Boyfriend A scolded her and demand to speak to Manager. The AM wasn’t around and so the AM called on Wed evening. She explained that the phone is still beyond repair to the extent that it’s pointless changing the hardware parts. So Boyfriend A demands for compensation for spoiling his phone and guess what the AM said, "I will get the Engineer to fix it once again and update you of the status. I will give you a call tmr evening again"
Honestly, do you think we should give her time to call back? I’m sure she will still say YOUR PHONE IS BEYOND REPAIR. We don’t have much patience to wait for nothing. And I guess everyone knows they are just trying to push & delay time.
I don’t think its unreasonable to ask for compensation.
AND, it’s easy to report this to CASE. And I m going to do that. First, I will call the Asst Manager. Then write a letter to their management and last report to CASE.
Customer Service nowadays are getting from bad to worse, especially in Nokia Care Centre. It seems that less Singaporeans are willing to take up Customer Service jobs too. And does that explain foreigners (not to mention nationalities) have to take up such job? Does the organization really provide quality training to teach them to give good customer service? Do they know CUSTOMERS R ALWAYS RIGHT?
What frustrated us most is the stupid Nokia Care Centre. To the extent, I m going to report this to CASE. CASE stands for Consumer Association of Singapore. They help consumers to resolve disputes/problems. In other words, they handled complaints mostly as a 3rd party.
His Nokia E60 seems to have a problem in opening a Sound folder from File Manager. Still can make calls, sms etc except for opening that folder. So we conclude it could be a software problem. So Saturday, we went down to Causeway Point Nokia Care(less) centre for servicing. Yes the phone is out of warranty and we are aware we need to pay labour charge of $26.75. We told the CSO about the problem and the conversation goes like this:
CSO: Ok, it could be a software problem. As your phone is out of warranty, we need to handle with extra care. Let me check if we have the software for this model to do the necessary software upgrading.
(Waited for almost 10 min)
CSO: Ok Sir, yes we have the software to do the upgrading. Labour fees will be charged accordingly. Tomorrow you will be able to collect your phone.
(And so we left after waiting for 2 hours.)
The next morning a CSO by the name of Cannie Siew called us.
Cannie: Hi Sir, I would like to inform you that software upgrading failed halfway and we suspect it could be a hardware problem. We will need to send to HQ for further checks and a budget of $80-$150 will be required for the hardware repairs.
Him: Means problem is not solved right? Let me consider first. I will go down later and collect my phone then.
And so we went down to the Nokia Care(less) centre again. Waited for 1 hour and we got to the counter. A Filipino CSO attended to us. We tried to switch on the phone and it totally cannot be SWITCHED ON! This means, it’s spoilt!
That stupid CSO told us that according to the LOG system, they had informed us that the phone cannot be switched off and we chose not to proceed with the repair. THEY DID NOT EVEN TELL US THE PHONE CANNOT BE ON. The stupid CSO showed us the LOG screen and the comments were:
"Informed customer software upgrading failed. Cannot be on. Budget $80 - $150. Customer do not wish to proceed with repair"
FUCK! As if that bitch said exactly what she typed in the log. SHE DIDNT SAY PHONE CANNOT BE ON! We asked the stupid CSO to clarify with technician & the bitch. She came out after 10min and re-explained the same thing again. “Get your manager to talk to us.” She says there is only supervisor here.
Shockingly, Supervisor Rachel (looks like a lesbian) explained that the phone was put on a machine to leave it for software grading. And the phone crashed halfway unknowingly. ISN’T IT OBVIOUS THAT WE PASSED THEM A WORKABLE PHONE AND THEY RETURNED A SPOILT PHONE TO US?! Supervisor R still argued that our phone is out of warranty and that’s y they call us whether to proceed with the repair but we chose not to! "As your phone is out of warranty, we need to handle such cases with extra care!" FUCK, AS IF THEY DID!
She re-explained the whole thing on how the technicians do their jobs, how the phone software grading was done and emphasize our phone is out of warranty and need to pay.
IS SHE REALLY A SUPERVISOR? I REALLY DOUBT HER CS SKILS.
Me: Do you know what customer service is? Do you know what service recovery is? We give u a workable phone before the servicing. Now, fix it back. Don't explain. If you can't give us a solution, get your manager to talk to us. Don't waste our time.
Supervisor: As I said, if you wish to proceed with the repairs, we can send to HQ to check. Fees will be about $80-$150. I m only a supervisor here. I can’t make any decisions. I can only advise.
Me: We are not going to pay anything. We conclude YOUR TECHNICIAN SPOILT OUR PHONE. DON'T EXPLAIN, MAKE IT WORK. DO WHATEVER YOU WANT, JUST GIVE ME BACK A WORKABLE PHONE. IF NOT, GET YOUR MANAGER OUT.
Supervisor: Oh our manager is very busy now and may not be able to attend. Me: NEVER MIND, WE HAVE THE TIME TO WAIT.
In the end, another CSO talked to us again and RE-EXPLAINED the whole thing again.
Me: JUST STOP EXPLAINING. WE HEARD 3 TIMES ALRDY. IF YOU CAN'T GIVE US A SOLUTION, GET YOUR MANAGER OUT.
CSO: Oh, we do not have a manager here. Only Asst Manager. Me: That’s interesting. I tot ur supervisor says manager is busy now? I don't care, get ur manager out.
And so the Asst Manager (AM) came out and told us the same thing. FYI, Asst Manager is also a Filipino. She explained that she will hand this to HQ and waive off the labour costs (which is only $26.75) but she can't guarantee the repairs fees whether it can be waived off. She will call us on Tues to update the repair status.
AND SO, We received a call on Tues evening from a CSO saying that they fix the phone but still cannot. CSO: Sir, do you wish to collect your phone back?
I guess CSO are still stupid. And of cos Boyfriend A scolded her and demand to speak to Manager. The AM wasn’t around and so the AM called on Wed evening. She explained that the phone is still beyond repair to the extent that it’s pointless changing the hardware parts. So Boyfriend A demands for compensation for spoiling his phone and guess what the AM said, "I will get the Engineer to fix it once again and update you of the status. I will give you a call tmr evening again"
Honestly, do you think we should give her time to call back? I’m sure she will still say YOUR PHONE IS BEYOND REPAIR. We don’t have much patience to wait for nothing. And I guess everyone knows they are just trying to push & delay time.
I don’t think its unreasonable to ask for compensation.
AND, it’s easy to report this to CASE. And I m going to do that. First, I will call the Asst Manager. Then write a letter to their management and last report to CASE.
Nokia Care (LESS) Centre
