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Beyond the expected

Customer service at the Civic Nokia Care Centre

By NH 11 September 2008 72

I transferred data via Bluetooth to my mobile phone (a Nokia Ngage QD), resulting in an out of memory message. Phone did not allow deletion of files to make room or to do anything else on the phone (giving a message saying that the phone was out of memory) turned phone off and now it wont start up again. Have researched this and it seems to be the “WSOD—White screen of death” which is a known bug in this series of phone. “WSOD is simply when your N-Gage’s internal memory gets so full it can no longer re-start itself.” The keywords WSOD and Ngage will return many, many results when search engined all saying the same thing.

Visited the Nokia Care Centre in Canberra City at lunchtime (there was a queue of people waiting there which was quite amusing)  and was told that there was no other way around it but to pay for repairs ($50), and that it was impossible for the consumer to fix it themselves. The guy that was serving me kept going on about how great this phone was and how he hadnt seen one for a while and then, unbelievably (I am still laughing/crying to myself) when it was established that the only way to fix Nokias own software fault (a really stupid one I might add) was to pay for it he asked for my name to book in the repair without even asking me whether I wanted to proceed and when I refused saying that it was ridiculous he starting talking about how Nokia has these new phones out that played Ngage style games, brought up the store in his browser and…launched into trying to sell me one…are these people trained to act like this? Would I have gotten the same response in another state?

Next stop was the Nokia customer support line which denied all knowledge of this problems existence (or to be more exact the person on the other end of the phone said so, I didn’t hear her typing to verify such things) and she kept repeating EXACTLY the same line to the point of hair pulling along the lines of – you have to take it into a Nokia Care Centre (the only one is in Canberra City and I already had paid them a wonderful visit) and pay for repairs while I was still trying to explain what the problem was.

I consider myself to be a reasonable person, but if you manufacture a phone and it wont even start because the memory is full and you, as a company, realised this fault in the PREVIOUS incarnation of the phone (the Nokia Ngage minus the QD) and did jack all to fix it, the LEAST you can do after the consumer has lost all of the precious data (all my dear saved messages and many of my contacts which save to the phone, luckily I backed some of these up) is to have the decency to treat your customer right and fix it so the phone actually works (I was even prepared before I went in to pay and let it slide if it was $20 or so to save the effort of going up against them as sometimes its just easier to let the big guy push you around). Let alone getting off the phone actually shaking from being spoken to so severely and hearing the blatent lies.

I am still in shock that the Canberra City Nokia “Care” Centre tried to sell me a new phone because unless he had a disorder and couldnt sense peoples emotions at all he must have been able to tell I was less than impressed at what Nokia had dished me up already.

Will try and pursue the matter, contacted the ACCC who recommended to try Fair Trading NSW (where Nokias portfolio is) under my statutory rights. Its all a bit scary as I have never been motivated enough to do such a thing before.

I recommend against purchasing a Nokia phone (I  realise I am just a little voice out there trying to speak out against something so big that I can’t fathom it) if this is the way they treat thier customers.

What’s Your opinion?


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72 Responses to
Customer service at the Civic Nokia Care Centre
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G-Fresh 1:36 pm 12 Sep 08

N gage? Yo. Upgrade that piece of junk

Danman 1:27 pm 12 Sep 08

If you cant fix it, Ill take it off your hands and fix it for myself 🙂

$50 bucks for a new phone is pretty good 🙂

tylersmayhem 12:06 pm 12 Sep 08

I missed that one!

Loquaciousness 11:57 am 12 Sep 08

Holden Caulfield said :

pebkamp

classic!

L

Holden Caulfield 11:38 am 12 Sep 08

pebkamp

tylersmayhem 10:43 am 12 Sep 08

NH, you still haven’t mentioned if you’ve tried talking with the mob you bought it off (at least I think you haven’t).

Roma 10:31 am 12 Sep 08

i had to get a n80 with a cracked screen repaired, and although I thought it was a bit expensive, they managed to do it same day. I thought their service was brilliant. Sorry you had a bad experience :/

NH 10:09 am 12 Sep 08

peter@home said :

NH said :

peterh said :

Loquaciousness said :

NH, I understand you’re upset about your precious data and everything, but I think you’re taking this a little too hard. We all do stupid things from time to time, sometimes they’re stupid things that can cost a lot of money to fix. Sometimes they’re so stupid they can’t be fixed.

I think you should count yourself lucky that it’s only $50 … it could have been a lot worse.

L

I have an example of a stupid action with a nokia phone, the blasted software update sent me a phone os update, so i flashed the phone. brick. (Telstra don’t want you to do that)

take into nokia, $50.00 fee, new phone a week later. they even gave me a loan phone. (it was a working brick) new phone – filled the internal memory, loaded it up using nokia software on the pc, transferred to the micro SD card, saved. wrong. OOM.

removed battery & sim and passed phone over a really big magnet (don’t try this at home kiddies) strangely enough, it worked.

all good.

2 days later, dropped the phone. smash.

new phone from nokia care, $50.00.

see what nokia can do. they are helpful, they may try and sell you a new phone, but they are the manufacturer. Can’t blame them for trying…

I am coming to terms with losing my precious data (yes it was precious to me as sarcastic as that statement was intended). I didnt do anything stupid, I merely transferred a message to my phone which is part of the phones supposed functionality.

I think I have exhausted my options with Nokia being helpful! It’s pretty much the principle of the thing, I am not going pay a company money to fix something that is their own retarded design flaw in the first place.

google the nokia ngage for info on others that have found a workaround.

Tried to the point of exhaustion, the only fix is to buy the hardware to flash the phone myself or Nokia to do so. There are key combinations and things to type in if the phone gets past the booting stage it does…in other versions of phones!

recondite 9:42 am 12 Sep 08

i have always found nokia to be a pain about getting anything done at all.

el 10:20 pm 11 Sep 08

Loquaciousness:

Leave off.

L

realityskin:

Can’t. OOM.

GOLD!

peter@home 10:02 pm 11 Sep 08

NH said :

peterh said :

Loquaciousness said :

NH, I understand you’re upset about your precious data and everything, but I think you’re taking this a little too hard. We all do stupid things from time to time, sometimes they’re stupid things that can cost a lot of money to fix. Sometimes they’re so stupid they can’t be fixed.

I think you should count yourself lucky that it’s only $50 … it could have been a lot worse.

L

I have an example of a stupid action with a nokia phone, the blasted software update sent me a phone os update, so i flashed the phone. brick. (Telstra don’t want you to do that)

take into nokia, $50.00 fee, new phone a week later. they even gave me a loan phone. (it was a working brick) new phone – filled the internal memory, loaded it up using nokia software on the pc, transferred to the micro SD card, saved. wrong. OOM.

removed battery & sim and passed phone over a really big magnet (don’t try this at home kiddies) strangely enough, it worked.

all good.

2 days later, dropped the phone. smash.

new phone from nokia care, $50.00.

see what nokia can do. they are helpful, they may try and sell you a new phone, but they are the manufacturer. Can’t blame them for trying…

I am coming to terms with losing my precious data (yes it was precious to me as sarcastic as that statement was intended). I didnt do anything stupid, I merely transferred a message to my phone which is part of the phones supposed functionality.

I think I have exhausted my options with Nokia being helpful! It’s pretty much the principle of the thing, I am not going pay a company money to fix something that is their own retarded design flaw in the first place.

google the nokia ngage for info on others that have found a workaround.

NH 6:26 pm 11 Sep 08

peterh said :

Loquaciousness said :

NH, I understand you’re upset about your precious data and everything, but I think you’re taking this a little too hard. We all do stupid things from time to time, sometimes they’re stupid things that can cost a lot of money to fix. Sometimes they’re so stupid they can’t be fixed.

I think you should count yourself lucky that it’s only $50 … it could have been a lot worse.

L

I have an example of a stupid action with a nokia phone, the blasted software update sent me a phone os update, so i flashed the phone. brick. (Telstra don’t want you to do that)

take into nokia, $50.00 fee, new phone a week later. they even gave me a loan phone. (it was a working brick) new phone – filled the internal memory, loaded it up using nokia software on the pc, transferred to the micro SD card, saved. wrong. OOM.

removed battery & sim and passed phone over a really big magnet (don’t try this at home kiddies) strangely enough, it worked.

all good.

2 days later, dropped the phone. smash.

new phone from nokia care, $50.00.

see what nokia can do. they are helpful, they may try and sell you a new phone, but they are the manufacturer. Can’t blame them for trying…

I am coming to terms with losing my precious data (yes it was precious to me as sarcastic as that statement was intended). I didnt do anything stupid, I merely transferred a message to my phone which is part of the phones supposed functionality.

I think I have exhausted my options with Nokia being helpful! It’s pretty much the principle of the thing, I am not going pay a company money to fix something that is their own retarded design flaw in the first place.

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