Nokia Customer Care doesn't care - any advice please!

TinTentTourist

Hi
This is the short version!
On 15.10.10 I sent my Nokia White X6 back to Nokia for repair under warranty for the sliding lock switch on the side breaking off making the phone totally unusable. (Google search revealed common fault).
On 25.10.10 it finally came back and had been replaced for a refurbished one. The back cover was damaged and did not fit properly and the side slide lock button, although in place, did not work at all. So essentially the same fault. I then found a suitable wall to bang my head against for later use.
On 27.10.10 after further emails, UPS were to collect it (saving me £5.50 in special delivery costs) They failed to turn up. UPS had not been contacted by Nokia. Nokia Care said my phone was already in the system being repaired! Used the wall and felt better.
3 day later the phone was collected after more contact with Nokia Customer Care.
04.11.10 Phone call from NCC, various promises made and all broken. Wall now needs repair too.
09.11.10 Phone arrives back and has been replaced again, but this time it is PINK. (well mostly white but with pink trim.) It does work this time, but to be honest I can't use it. (I am 6'4" and work in rather a "macho" environment - I might as well go to work in a dress).
I have repeatedly tried to get the phone replaced again, but I am now being ignored. I have sent a letter of complaint (recorded delivery) to Nokia but they still have not replied.
Am I being unreasonable. Is there a better way to get Nokia to sort this out?
Any advice appreciated.
Martin

OneADay

Take it a nokia repair centre (most of the carphone warehouse stores are authorised by nokia to accept faulty phones).

Techhead_2

I had a similar experience with Nokia. Some of the worst customer service I've ever experienced. They really are frustrating and send you around and around in circles so I know why you wanted to bang your head against a wall.

TinTentTourist

Thanks, I wasn't aware of the Carphone Warehouse thing - It was never mentioned once in all my contact with them!!!
They have got to be the most frustrating, ignorant people I have ever dealt with. The latest reply I received took 6 days to come and asked for details that were actually contained in the email they sent me.
Like many people, I have used Nokia for 20 years and always been delighted with them. Recently they get a lot of bad press for poor quality of products, slow to fix bugs and diabolical customer care. It's when things go wrong that really tests an organisations attitude to its customers.
If I could find the receipt, I would take it back to the shop (Damn impulse buy while away on a shopping trip, so not even local).
So....Is it worth taking them to the Small Claims Court to compensate me for the time I have had to spend on this, and a refund for a phone that is not fit for purpose?

Techhead_2

I have to say I gave up in the end. It was simply too frustrating dealing with them. I sold the handset and bought a replacement.

In my opinion the handsets are very good but when it goes wrong you are met with indifference and chaos.
Just some highlights.

Wait in all day for repaired phone turns out tried to deliver to wrong side of road and half a mile away.

Phone eventually returned from repair with wrong firmware and pubic (!) hair trapped between case and camera lens.

I was told the matter had to be escalated and I would receive a call back in 48 hours. When no call received I was told I should have been quoted 5 days and someone would call back to check I had been contacted. After 4 days someone calls me back, only to discover its been escalated to the wrong person and I have to wait another 5 days for the correct person. No call back.
When eventually speak am told will have to arrange my own courier.

Emails sent requesting information I'd already given.

Not one person said Sorry.

I could go on with more examples. I had bought Nokia handsets exclusively for 15 years and now felt disappointed.

TinTentTourist

Well... now I have a change to report. Just had a phone call from Nokia Care in response to the letter of complaint I sent by recorded delivery. Lots of apologies, promise of a new phone and a call back to arrange delivery of it!!! (Do I believe them? not yet I don't).

This might help others, the phone number for Nokia care is: 01842 767990
The confirmed address for complaints is:
Complaints Dept.
Nokia UK Ltd
Nokia House
Summit Avenue
Farnborough
Hants
GU14 0NG

Martin

Techhead_2

Well I wish you luck. I just hope they keep to their word.

JJ_Egan

I think i would throw the thirty odd quid at the SCC and see what comes of it .

Though in today's PC world you cannot claim Pink is not macho .

jje

TinTentTourist

Well, they promised me a new white phone, and I asked about compensation/good will gesture and they will come back to me on that (or so they said).
I think even in a PC world, if you send your property away for repair you are entitled to expect it to come back the same colour!!
It will be interesting either way though, to see what value they put on my custom and exactly how so££y they are for their dreadful handling of this repair.
Thanks for your thoughts folks - I'll let you know how it goes....