Products & Services
“Where do we go from here?”
By James on 25 April 2008
LONDON, England – That headline is taken from the last line of Amy Gahran’s latest Nokia related post on Contentious.com. And it’s a very reasonable question. From Nokia Conversations’ side at least, we’re planning to follow this through to the end.
For us, this is the start of a conversation and one that we’re interested in, one that we want to explore and evolve.
There are a whole bunch of questions that need answers and it’s our
role in life to try and find them. So that’s what we’re going to do.
Sure, it’ll take time, and some considerable effort given the forces
and scale involved, but we want to explore and find out.
Amy raised six key areas where she believes Nokia could make a difference, particularly in the USA.
- Don’t blame your intermediaries
- Price and sell your product reasonably
- Speed repair turnaround time and enhance your warranty
- Frankly and publicly discuss your known firmware update problems
- Fix your firmware update process
- Expand US local retail availability and service
There’s a long road to travel before we get to the bottom of all of these issues. Hopefully though it’ll be one that sees Amy’s experience transforming from a negative one into a positive one that others can benefit from.
This brings us back to why Nokia Conversations was created. It’s to become involved and engaged in the conversation. It isn’t just about the happy stuff, it’s about the stuff we find genuinely interesting. This is a perfect example.
Watch out for more on this topic over the coming days, weeks and,
perhaps, months. Meanwhile, if you have a story to tell or an
experience to share – good or bad – let us know.
Photo from Javan
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Tags | Firmware, fix, Nokia Conversations, Nokia USA, repair, Upgrade
April 25th, 2008 at 10:06 pm
I think point #3 is the most important one.
Last time I sent a phone in for repair, it took two months to return.
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April 26th, 2008 at 4:43 am
Yep — if we were to list these points in order of what to do first, I agree, #3 should be #1. Nokia USA needs to offer MUCH speedier service/replacement turnaround time for its US N-Series users — With a guarantee that customers will have a working model back in their hands within a week.
I said as much in this video post today on Contentious.com: http://urltea.com/34hl
Also, Nokia should guarantee that repair/replacement of phones bricked by its firmware update process will definitely be free of charge. This is a known flaw in your update process, so it’d be reassuring to your US market if you took clear responsibility for handling it.
That’s not what happened when I called Nokia to find out what they’d do to fix my N95, which got bricked in a firmware update days after I got it. They would not guarantee to fix it for free, and said it could take up to a month to get it back. No loaner was offered. That’s why I gave up and returned my N95 before the refund window closed.
I’m really bummed about that, because right now I’m in Vegas for a friend’s Trekkie wedding. When I bought my N95 on Easter this year, I did so with visions of documenting live-streaming this wedding for the friends and family who couldn’t attend.
Sigh… Well, I’ll still have fun here, but I am bummed about that…
Tell ya what: If Nokia would upgrade its service guarantee as I suggested, I would probably try buying an N95 again, since I wouldn’t feel so completely at risk.
- Amy Gahran
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