Nokia Customer Care SUCKS!

The Nokia Customer Care in Singapore really really sucks.   I think it would be a challenge to find another helpdesk more lacking and inadequate.  I asked @NokiaSg on Twitter who should I send a complaint letter to.  They requested that I told them my problem over e-mail.  Fine.  So I did. 

I sent an e-mail to Text100, which is the PR company in charge of Nokia’s branding & PR in Singapore.  This was my e-mail.


I know you guys are the PR company handling Nokia’s branding, etc, so this really isn’t directed at you.  However, it appears to me that the Nokia Customer Care in Singapore is outsourced and the helpdesk folks are really really crap.  Is there any one who’s really from Nokia that can look into this?  My request is a very simple one actually.
This is my complaint:
My N8 came with a Channel News Asia app which allows me to read the news (note – this is not the WebTV app).  The app became unstable and kept hanging so I uninstalled it.  Thereafter, I was unable to find the app on Ovistore.  I contacted Singtel who said I had to refer the matter to Nokia.
So I emailed Nokia.

1. Joyce T. told me to download the app from Ovistore & copied & pasted some standard instructions on how to download apps from Ovistore.  This obviously shows she doesn’t even know what apps are available on Ovistore which is unacceptable.  Even if she doesn’t know all the available apps, surely it wouldn’t kill her to check before replying a customer?

2. After I replied stating that this app is not available on Ovistore, Arnie S. replied saying he has validated and the app is indeed not there.  Didn’t I say it already?  Why repeat information that I gave to Nokia back to me?  Arnie S. also suggested that I updated my firmware.  Another stupid suggestion because the N8 has no firmware updates to be done. The much hyped PR1.1 is not out yet.  There was a software update but that was only available today – after Arnie S’s suggestion. 

3. I replied again informing Nokia that my firmware is currently the latest version.  I also asked if Nokia was 100% sure that the CNA app will be restored if I reinstalled my firmware.  Yen G. replied affirmatively and told me to do a backup of my N8 before reinstalling the software.
To prove to Nokia that it wouldn’t work, I did the software update.  And it doesn’t work.  So what happens now?


The best thing is, Nokia actually sends surveys to people who have written to the helpdesk for help.  Well, I gave them the worst grading possible for every single question in the survey.  I also reiterated the above in the survey.  Wonder if anything will actually be done?

The last time I gave them a damning survey, the research company handling the survey called me from the UK.  They made 2-3 calls actually and seemed genuinely interested to find out more.  I applaud them for that and I noted that the no. of staff in their helpdesk has doubled since then (that was about 2 years ago).

Unfortunately, quantity is obviously not quality.

I have to confess that my e-mails to the helpdesk staff were sarcastic but  my tolerance limit was breached 2 years ago

Argh.  When can Nokia improve their customer service?

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January 2011