Nokia Australia / poor customer service
read for yourself:
Feedback on nokia website:
ME: Hi, I have phoned customer support twice today and i am a little annoyed. I bought your n95 because of the GPS and nokia maps.
Heres what you say advertise
Which features are free in nokia maps?
******Find address***********, (several million points of interest) or an own Landmark.
Q: To Nokia helpline:
No matter what i do i cannot find addresses.
I live in australia and downloaded the australia maps for eastern and western australia.
I can search by name and find mcdonalds for instance, i can search by catergory and find mcdonalds as well as other places in my local area.
What i cannot do,,, is do a search for address, no matter what address i put in it results in " No results found"
I know its free maps, but you do advertise it with this and with the capability of searching local streets in 150 countries.
My question is why is it not working on my phone?
I would like to talk to someone who actually knows this phone and the capabilities you advertise. I am sure it is supposed to work but its just not.]
Dear Mr. Williams,
Thank you for emailing Nokia Careline.
With regard to your email, I suggest **searching by the street name** instead of the full address. Kindly revert back to us if you still encounter any issue.
Hi, I tried queen st.
It says "search requires at least 3 characters of a city name as well. So your suggestion of "just searching by street name" goes against the ability of the software. Are you qualified in this product? as it seems you do not have any answer. Can you please pass this problem onto someone who would have an answer.
Dear Mr Williams,
Thank you for emailing Nokia Careline.
We value all constructive feedback that we receive. This gives us a gainful insight towards developing and providing greater technology, products and services to our customers. While I can appreciate the dismay expressed in your correspondence, I can assure you that Nokia prioritise and understand the support required by our customers.
Pertaining to your enquiry, unfortunately the mapping system through Nokia N95 ***does not narrow down and specify the street names****. It is best to locate via the main street or search via the nearest main location. The reason being the particular street name you searched for may not be listed in the maps. The best option is to determine the nearest main location of the street name you are searching for.
Another way to choose a location is by selecting it in the category browser.
Heres where we are at:
So the 2 telephone answers lead me nowhere.
Email they told me to narrow down to street name only. After I told them their software doesnt allow it they suggested it does **not narrow down to street name. Pretty good at stating the obvious i would say at this point.
dismayed by all this I googled the answer and wrote back to Nokia after i tried the solution and found i could infact do an address search after all, as I thought i could. And as they had advertised.
this is part of a bigger problem globally unfortunately. People just don't give a rats anymore and customer service is something you have to have for good looks. Heaven forbid there is still a few companies left out there that take your mighty dollar and offer back what used to be called service.
Half the answers you recieve from these companies are pre written and totally irrelevant tot he individual. Ah well one day the world will discover they can actually make more money by investing a little back into the customer.
Heres how i felt at the time:
I hope you feel embarrassed, because that is how I would feel if I had a multi million dollar company and could not answer a simple question posed by a customer.
And I truly hope you take on board this "gainful insight" into your product.
I have been through 4 Nokia careline "specialists" and you know what? I gave up and googled the answer myself.
As stated on a forum found on google
YOU need to be connected via WiFi or 3 g to do a search by address. Theres my answer. It’s a HUGE pity you couldn’t provide it. Give this to your boss and let him have a laugh at your own incompetence.
I will never, ever view your company any other way after this distasteful, embarrassing, disgusting experience.
Don’t bother apologizing because I know the apology is already pre written just like your useless answers. You should be ashamed.
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