I write to you with both the utmost disgust at your “after sales service” in Dubai and barely an ounce of hope that this letter will be met with anything more than a ‘text book’ apologetic response. However, as a letter of complaint is probably the last stone to be unturned in my quest for some semblance of customer service at Nokia, I feel I have no choice but to undertake what will obviously be a colossal waste of my time and energy.
Allow me to start at the beginning. I purchased a Nokia 6710 Navigator from the Nokia showroom in Burjuman mall, Bur Dubai on the 7th of April. In just over 20 days, the keypad of my brand new phone began functioning erratically. When I took it back to Michael, the sales person who attended to me when I made the purchase, I was informed that I could only return / exchange a phone within 7 days of the purchase. However, he reassured that problem was most likely just a software glitch that could easily be rectified by performing a software upgrade which would take “approximately an hour”. Not one to make a fuss, I decided to indulge in some window shopping in the mall whilst I waited. After spending FOUR HOURS (when an estimate is quadruples, it ceases to be an estimate and ends up being just plain ignorance) memorizing every window in the mall, I was informed that the problem still persisted and that the phone would need to be taken to the Nokia service centre on Khalid Bin Waleed road where I was asked to contact the manager, Mr. Robbie.
I managed to find the time to visit the service centre only on the 29th of April. Mr. Robbie, who I must admit was a very polite gentleman, told me that he would try to have the phone returned to me the same evening, failing which, the phone would be returned on the 2nd of May as the service centre was closed on weekends. I received a text on the 2nd of May stating the job number (51003841) and informing me that the service centre was awaiting parts for the repair. When I called the service centre for further details, the lady that answered could neither tell me what parts they were waiting for nor when the parts were expected.
By this time my usually boundless patience had began to wear extremely thin. I made a few calls in an attempt to lodge a complaint and was finally given the number of a Mr. Gilbert, who told me he was the manager in charge of all the Nokia outlets in the city. Finally! I had found someone with the authority and ability to end my saga. I poured my heart out to Mr. Gilbert who eventually asked me to send him a text message stating my name, the job number I was given and the model number of my phone. He claimed he would look into the matter “immediately” and get back to me. For a brief moment, I thought I had found the one person at Nokia who actually knew what the terms ‘customer service’ and ‘after sales service’ meant. How wrong I was! The fact that Mr. Gilbert did not bother to call me back was only half as disturbing as the fact that when I tried to call him back at least twice, he refused to answer my calls.
I was left with no option but to turn back to Mr. Robbie at the service centre for assistance. I called him up and he explained to me that the shipment he was expecting had a problem with customs at a port along the way. However, he claimed that the shipment had since been cleared and was already on it’s way to Dubai and I was given an outside limit of one week for the repair work.
This conversation took place during the first week of May. Subsequently, I received another text from the Nokia service centre that was identical to the first one. As I type this letter it is the 13th of May, which is a Thursday, and I am STILL awaiting the return of my phone. Being the weekend the service centre will be closed tomorrow and the day after that. If my phone is not returned to me today, it will be 15 days since I have given it for repairs.
Before this nightmare began, I was a staunch promoter of Nokia phones, proclaiming to all and sundry how convenient and user friendly they were. Practically every phone I have owned to date has been a Nokia. Unfortunately, I find that user friendliness is a BIG price to pay for total and complete lack of customer care. Which is why I have decided to sell my new Nokia 6710 when I get it back from your service centre and shift to another brand. I am fully aware that the loss of a single customer will not hurt your company in the least. I suppose it is that very mentality that has manifested itself in the service I had to endure over the last month.