Comments on: Service in the USA – Update http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/ Stories from around the Nokia neighbourhood Mon, 23 Nov 2009 16:03:17 +0000 http://wordpress.org/?v=2.8.4 hourly 1 By: Nokia Conversations http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-63 Nokia Conversations Fri, 23 May 2008 17:06:36 +0000 http://conversations.nokia.com/?p=39#comment-63 <strong>Great news from Nokia Care USA (BONUS: Tooting your horn)</strong> USA - As you all know, we've been having a conversation about the state of service by Nokia in the USA. The thread started with a passionate but disappointed N95 (ex-)owner. We've been digging deeper, trying to get some answers, Great news from Nokia Care USA (BONUS: Tooting your horn)

USA – As you all know, we’ve been having a conversation about the state of service by Nokia in the USA. The thread started with a passionate but disappointed N95 (ex-)owner. We’ve been digging deeper, trying to get some answers,

]]> By: Andy Suardy http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-55 Andy Suardy Sun, 18 May 2008 06:13:25 +0000 http://conversations.nokia.com/?p=39#comment-55 Glad to hear that you're trying to fix service in the USA, but how about here in Singapore? Service here is TERRIBLE.. people have an attitude, they promise to call you back and never do, they try to charge you for stuff that should be free, they don't honor any warranties except those from Singapore... I mean, what if I'm from the USA and my Nokia crashes...I can't get it fixed or replaced 'cause I have a US warranty... what crap! I am really tired of a battle every time I go for service. I'm thinking of switching to another mfg of handphones. Even the managers are pretty much worthless... attitude, not helpful, don't listen to a complaint, don't seem to care... HEY PEOPLE... OUR PURCHASE PAYS YOUR SALARY..DUH!!! How about fixing that..OH, and the link on this site to Nokia.com doesn't work... well, I'm not surprised.. your staff in Singapore don't either! Glad to hear that you’re trying to fix service in the USA, but how about here in Singapore? Service here is TERRIBLE.. people have an attitude, they promise to call you back and never do, they try to charge you for stuff that should be free, they don’t honor any warranties except those from Singapore… I mean, what if I’m from the USA and my Nokia crashes…I can’t get it fixed or replaced ’cause I have a US warranty… what crap!

I am really tired of a battle every time I go for service. I’m thinking of switching to another mfg of handphones.

Even the managers are pretty much worthless… attitude, not helpful, don’t listen to a complaint, don’t seem to care… HEY PEOPLE… OUR PURCHASE PAYS YOUR SALARY..DUH!!!

How about fixing that..OH, and the link on this site to Nokia.com doesn’t work… well, I’m not surprised.. your staff in Singapore don’t either!

]]> By: Amy Gahran http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-56 Amy Gahran Fri, 16 May 2008 23:09:22 +0000 http://conversations.nokia.com/?p=39#comment-56 Thanks again to Nokia for having this public and (I think) very constructive conversation. I just posted a roundup of the issues we have & have not addressed so far (as of May 16) http://urltea.com/37r2 And I also did a video wrap-up on Seesmic: http://seesmic.com/v/JzrmBidZ7d Looking forward to further collaboration on solutions for your US market! - Amy Gahran Thanks again to Nokia for having this public and (I think) very constructive conversation. I just posted a roundup of the issues we have & have not addressed so far (as of May 16)

http://urltea.com/37r2

And I also did a video wrap-up on Seesmic:

http://seesmic.com/v/JzrmBidZ7d

Looking forward to further collaboration on solutions for your US market!

- Amy Gahran

]]> By: Nick http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-57 Nick Fri, 16 May 2008 18:14:15 +0000 http://conversations.nokia.com/?p=39#comment-57 http://www.howardforums.com/showthread.php?t=1322819&page=1&pp=15 http://www.howardforums.com/showthread.php?t=1322819&page=1&pp=15

]]> By: Amy Gahran http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-58 Amy Gahran Fri, 16 May 2008 07:46:27 +0000 http://conversations.nokia.com/?p=39#comment-58 By the way, the post where I discuss all of those recommendations in detail can be found here: http://snurl.com/256gg Thanks, - Amy Gahran By the way, the post where I discuss all of those recommendations in detail can be found here:

http://snurl.com/256gg

Thanks,

- Amy Gahran

]]> By: Amy Gahran http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-59 Amy Gahran Fri, 16 May 2008 07:37:42 +0000 http://conversations.nokia.com/?p=39#comment-59 Hi, James Thanks much to the Nokia team for continuing to look into these issues and discuss them publicly. That's more than most companies would do. I look forward to continuing this discussion. - Amy Gahran Hi, James

Thanks much to the Nokia team for continuing to look into these issues and discuss them publicly. That’s more than most companies would do.

I look forward to continuing this discussion.

- Amy Gahran

]]> By: Jeremy T http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-60 Jeremy T Fri, 16 May 2008 05:22:55 +0000 http://conversations.nokia.com/?p=39#comment-60 Thanks very much for paying attention. I have to second the firmware complaints - I have an N95-3, and it's lagging so far behind the rest of the N95s with no update in sight. I'd love to at least know when to expect an update and why it's so slow in coming. Thanks very much for paying attention. I have to second the firmware complaints – I have an N95-3, and it’s lagging so far behind the rest of the N95s with no update in sight. I’d love to at least know when to expect an update and why it’s so slow in coming.

]]> By: Ricky Cadden http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-61 Ricky Cadden Fri, 16 May 2008 00:54:36 +0000 http://conversations.nokia.com/?p=39#comment-61 I'm really glad to be getting some clarification on these topics. I myself have had run-ins with this, recorded here: http://www.symbian-guru.com/welcome/2007/05/nokias-us-warra.html I agree 300% with Amy's points, as well. It's sad that I can call AT&T and do some diagnostics over the phone, and have a replacement N75 on my desk tomorrow, with full return shipping materials for my damaged N75. They send me one with the trust that I'll send them mine. (Clearly, theirs is a funded trust, since I have an active account with them, but Nokia could work out something similar). Also, the firmware updates is a touchy subject for me. It's really frustrating, and, well, I could go on about how annoying and completely ridiculous it is that the N95-3 has yet to receive any of the updates that other models have gotten, but it's beating a dead horse, really. I’m really glad to be getting some clarification on these topics. I myself have had run-ins with this, recorded here:
http://www.symbian-guru.com/welcome/2007/05/nokias-us-warra.html

I agree 300% with Amy’s points, as well. It’s sad that I can call AT&T and do some diagnostics over the phone, and have a replacement N75 on my desk tomorrow, with full return shipping materials for my damaged N75.

They send me one with the trust that I’ll send them mine. (Clearly, theirs is a funded trust, since I have an active account with them, but Nokia could work out something similar).

Also, the firmware updates is a touchy subject for me. It’s really frustrating, and, well, I could go on about how annoying and completely ridiculous it is that the N95-3 has yet to receive any of the updates that other models have gotten, but it’s beating a dead horse, really.

]]> By: Tom http://conversations.nokia.com/2008/05/15/service-in-the-usa-update/comment-page-1/#comment-62 Tom Thu, 15 May 2008 21:02:41 +0000 http://conversations.nokia.com/?p=39#comment-62 > First up, it's repair turnaround time and the warranty. Glad to hear it. I think you should look at the Apple model. I'm constantly impressed. They have *never* charged me for *any* service, whatsoever. Well, wait --- that's not quite true. I did damage the case on one of my PowerBooks. Obviously, that's not covered under warranty. But a crashed hard drive and a failed bluetooth module were replaced rapidly and without question. And since I live in a town with an Apple store, I am extra happy because I know I can just bring it right into the store and talk to someone WHO IS VERY INFORMED and will HELP. If my laptop goes belly up because of a firmware update, I know what's going to happen: Apple is going to fix it, and it's not going to cost me a penny. (of course, I have backups of everything, too. Not sure how to do that with the N95) > First up, it’s repair turnaround time and the warranty.

Glad to hear it.

I think you should look at the Apple model. I’m constantly impressed. They have *never* charged me for *any* service, whatsoever. Well, wait — that’s not quite true. I did damage the case on one of my PowerBooks. Obviously, that’s not covered under warranty.

But a crashed hard drive and a failed bluetooth module were replaced rapidly and without question. And since I live in a town with an Apple store, I am extra happy because I know I can just bring it right into the store and talk to someone WHO IS VERY INFORMED and will HELP.

If my laptop goes belly up because of a firmware update, I know what’s going to happen: Apple is going to fix it, and it’s not going to cost me a penny.

(of course, I have backups of everything, too. Not sure how to do that with the N95)

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