maemo.org - Talk
Page 2 of 3 1 2 3
Show 40 post(s) from this thread on one page

maemo.org - Talk (https://talk.maemo.org/index.php)
-   Off Topic (https://talk.maemo.org/forumdisplay.php?f=19)
-   -   Awesome Nokia support (sarcasm alert) (https://talk.maemo.org/showthread.php?t=57374)

oved_etzot 2010-06-29 16:21
Re: Awesome Nokia support (sarcasm alert)
 
I think the word "racism" was a stretch of the word. But complaining about someone's accent in a globalized economy is a bit unfair. I mean Nokia is a Swedish company, so you might have gotten a representative with an accent like the Swedish chef on the Muppet show - Why do you assume that you deserve someone who speaks your exact language in your exact accent?
My English isn't bad, it's my second language though. When I call the US for customer service or other professional business, many times I have trouble understanding people's accents, sometimes it's not the accent but all sorts of idioms that are taken for granted in the US. Frustrating, but that's the way it goes.
It probably isn't racism but it is a bit anglo-centric to expect that everyone fits theirselves into your standards.

fatalsaint 2010-06-29 16:22
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by geneven (Post 734279)
I do find that Americans often refer to foreign customer service reps as if they were all poorly informed and reps who spoke good English were all well informed. This is far from true. I have spoken to and worked with many American customer service reps who didn't understand their jobs at all. And yes, I am an American.
This is very true. The problem comes in .. while a perfect english speaking representative could be a complete idiot - and a non-english speaking (or poor english speaking) person is a genius.. the former might actually be of more help to the companies customer than the latter (assuming english speaking customers here).. simply because in the latter people get frustrated, annoyed, and angry (this on both sides, the rep and the client) because they are constantly repeating the same phrases, constantly reiterating things over and over, and feeling like you're getting absolutely no where.

I actually disagree with out-sourcing jobs not because I don't think we should be "helping" some "poor" people/country get "our" money (to me, that POV is borderline racist, actually, even in reverse: If you think it's a GOOD thing because we ARE, it's the same thing).. I disagree with it because of 2 fundamental principals: The companies do it to save money because these other countries are cheaper, IE, cheap labor. That is also somewhat a racist take - just because they are willing to take less money doesn't mean they should have to... and I also believe that the location of your call center/customer service is completely irrelevant, but what is perfectly relevant is that everyone that works for a specific branch that handles calls from a specific region should speak that regions language fluently.

That of course negates the whole reason the company is doing it in the first place, since now they have to spend even more money either training or finding fluent speaking people in every language they support and may as well just keep their center in the country being serviced in the first place.

And to that I say: Right. Stop penny pinching making customer service a near horrid experience for everyone. This has nothing to do with intellect of any party involved. I just think companies should care more about customer interaction and experiences. Unfortunately, most companies let that take a back seat to saving $$$ and I don't agree with that.

imperiallight 2010-06-29 16:22
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
I didn't write "wanker" but "wonker" because I wrote in wrong way the word "worker" becaue I have a lot of respect for "workers" in the way it is used in the slogan "Workers of the world, unite!"
But I see that there is who took the grammatical error as a pretext to make believe that I am saying what I don't think at all.
Shame! Shame ! Shame!
Just a joke mate

andraeseus1 2010-06-29 16:29
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by oved_etzot (Post 734287)
I think the word "racism" was a stretch of the word. But complaining about someone's accent in a globalized economy is a bit unfair. I mean Nokia is a Swedish company, so you might have gotten a representative with an accent like the Swedish chef on the Muppet show - Why do you assume that you deserve someone who speaks your exact language in your exact accent?
My English isn't bad, it's my second language though. When I call the US for customer service or other professional business, many times I have trouble understanding people's accents, sometimes it's not the accent but all sorts of idioms that are taken for granted in the US. Frustrating, but that's the way it goes.
It probably isn't racism but it is a bit anglo-centric to expect that everyone fits theirselves into your standards.

If i call customer service of a place called "NOKIA USA" i expect to speak to some one who speaks the main language of the USA. when i call NOKIA EURO or AFRICA i expect to speak with some one who speaks the applicable language.

imagine if you will for a second:

I see the phone advertised on NOKIA/usa (advertised in English writing to English speaking residents of america)

I buy the phone in NEW YORK (a English speaking American city)

I buy from a American English speaking cashier and talk with a American English speaking regional manager (English is the primary language in the USA runner up is Spanish)

I pay for this device in US DOLLARS (the official Currency of the United States)

These US Dollars have English words written on them

My receipt is printed out in English

The Language programed on the phone is English

Now imagine my frustration when i have a problem with this phone and i call a customer service rep who can not speak English to a reasonable degree? after the smooth transitions to the phone all being done in very easy to use and easy to understand English I now have to deal with a problem with some one who cant understand me and i cant understand them.

This is how regular old customer service calls escalate very quickly.

For the record if you call customer service and ask to speak with some one who speaks clear English (preferably a manager ) they will find one for you and it usually doesn't take too long

geneven 2010-06-29 16:32
Re: Awesome Nokia support (sarcasm alert)
 
When I was living in Russia and working for a US company, were they outsourcing? I was always curious about that :) I was working for a Russian company at the same time -- were THEY outsourcing?

fatalsaint 2010-06-29 16:42
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by geneven (Post 734299)
When I was living in Russia and working for a US company, were they outsourcing? I was always curious about that :) I was working for a Russian company at the same time -- were THEY outsourcing?
Well as I said the important thing is customer experience.. The actual location of the call center is mostly irrelevant to how well the rep speaks the language of the caller.

So, while it is still technically outsourcing since the US company wasn't really hiring "US" workers (they may have gotten a couple, but doubtful the majority there were :)) - it's not wholly a horrific thing if all of the people spoke that companies customers languages.

It's like, here in the US, we have a lot of "press 1 for English, 2 for Spanish".. what companies are advocating is me pressing 2 for Spanish, getting a guy who speaks greek, and happens to know the word "Hola"...

It just doesn't cut it. If I press 2 for Spanish I expect to get a Spanish speaking person (doesn't have to be of any latin/hispanic/whatever decent, could be totally white, or black, or whatever, it's how well they speak the language that matters.)

Texrat 2010-06-29 16:59
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Patroclo (Post 733419)
It's a big shame that I come to read posts so full of racism against poor indians and people working hard to earn some money! In my country saying something like what I read above would result in jail! I cannot understand why moderators are not banning racists from the forum and informing FBI.
It isn't racism.

The issue is that customers want and deserve regional support. People who identify with them. The further support is removed from the issue, geographically and culturally, the more difficult problem resolution can be.

That's not to say ALL support must or should be regional. Obviously companies should be applying context and common sense to the subject.

Just as should the people reading forum posts.

Quote:
Originally Posted by fatalsaint (Post 734309)
It just doesn't cut it. If I press 2 for Spanish I expect to get a Spanish speaking person (doesn't have to be of any latin/hispanic/whatever decent, could be totally white, or black, or whatever, it's how well they speak the language that matters.)
That's certainly a reasonable expectation.

oved_etzot 2010-06-29 17:06
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by andraeseus1 (Post 734295)
If i call customer service of a place called "NOKIA USA" i expect to speak to some one who speaks the main language of the USA. when i call NOKIA EURO or AFRICA i expect to speak with some one who speaks the applicable language.

imagine if you will for a second:

I see the phone advertised on NOKIA/usa (advertised in English writing to English speaking residents of america)

I buy the phone in NEW YORK (a English speaking American city)

I buy from a American English speaking cashier and talk with a American English speaking regional manager (English is the primary language in the USA runner up is Spanish)

I pay for this device in US DOLLARS (the official Currency of the United States)

These US Dollars have English words written on them

My receipt is printed out in English

The Language programed on the phone is English

Now imagine my frustration when i have a problem with this phone and i call a customer service rep who can not speak English to a reasonable degree? after the smooth transitions to the phone all being done in very easy to use and easy to understand English I now have to deal with a problem with some one who cant understand me and i cant understand them.

This is how regular old customer service calls escalate very quickly.

For the record if you call customer service and ask to speak with some one who speaks clear English (preferably a manager ) they will find one for you and it usually doesn't take too long
I understand it's frustrating. But the US has always prided itself as being open to immigration. Should immigrants be barred from customer service because of their accents? Should they not be teachers, policemen, postal clerks? Should they only be trash collectors and supermarket baggers?

fatalsaint 2010-06-29 17:15
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by oved_etzot (Post 734344)
I understand it's frustrating. But the US has always prided itself as being open to immigration. Should immigrants be barred from customer service because of their accents? Should they not be teachers, policemen, postal clerks? Should they only be trash collectors and supermarket baggers?
They could be customer service for other immigrants of their language...

However - this touches on an entirely different subject: Should you be required to learn the language of a country that you plan to live in..... or should the country you are moving too be required to change everything for you?

oved_etzot 2010-06-29 17:17
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by fatalsaint (Post 734356)
They could be customer service for other immigrants of their language...

However - this touches on an entirely different subject: Should you be required to learn the language of a country that you plan to live in..... or should the country you are moving too be required to change everything for you?
Sure you should learn. But it takes time. And involves patience of all involved.

Texrat 2010-06-29 17:23
Re: Awesome Nokia support (sarcasm alert)
 
It would be nice if posters could consider upfront that few people here are going to look at this subject from extreme positions. That way we could avoid some pointless conflicts.

I doubt anyone in this discussion looks at this subject as black and white. It's a complex matter and the complexities must be considered for useful discussion.

andraeseus1 2010-06-29 17:23
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by oved_etzot (Post 734344)
I understand it's frustrating. But the US has always prided itself as being open to immigration. Should immigrants be barred from customer service because of their accents? Should they not be teachers, policemen, postal clerks? Should they only be trash collectors and supermarket baggers?
ummm.. yes and no kinda. i think "PEOPLE" with strong accents(immigrant or not) should be barred from any job which has a main focus on verbal communication. surely you can understand that right? in a answer to your question i think that job qualifications are more important here than someones immigrant status. who cares where your from or what race you are the thing here is can you or can you not do the job? and if you can not but you really want the job then you have to educate yourself on the responsibilities of that job ie: speaking the language to a reasonable degree.

another example i am going to get a mcse and ccna certifications. I am doign this because the job i want requires it. the people who will hire me dont care what race i am (at least they shouldnt but the world isnt perfect) all they care is weather or not i can do the job to a reasonable degree

Patroclo 2010-06-29 17:36
Re: Awesome Nokia support (sarcasm alert)
 
I mean that it should be right that the caller should learn the accents of the people working in the call center and not viceversa.

andraeseus1 2010-06-29 17:38
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Patroclo (Post 734388)
I mean that it should be right that the caller should learn the accents of the people working in the call center and not viceversa.
well... we couldn't very well call that customer service now could we?

it would be more like customer service service lol

oved_etzot 2010-06-29 17:46
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by andraeseus1 (Post 734369)
ummm.. yes and no kinda. i think "PEOPLE" with strong accents(immigrant or not) should be barred from any job which has a main focus on verbal communication. surely you can understand that right? in a answer to your question i think that job qualifications are more important here than someones immigrant status. who cares where your from or what race you are the thing here is can you or can you not do the job? and if you can not but you really want the job then you have to educate yourself on the responsibilities of that job ie: speaking the language to a reasonable degree
All I'm saying is that we should all be a little more patient. And whoever was lucky enough to be born and raised and mature in one land without ever having to deal with the hardships of switching languages and countries, should try and thank his lucky stars for his good fortune and muster the patience not to be sarcastic about someone else's accent in an international forum.
And when you come to my corner of the globe and are clueless about what is going on a round you I will try and be nice too.:D

fms 2010-06-29 17:46
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by w00t (Post 734003)
Here's some advice, taken from personal experience. YMMV. ... Treat them like people. Ask them their name, feel free to chat with them a tiny bit, anything to lessen the monotony of their day. You'll find you often get a much more engaged and helpful response as a result, because surprisingly, bored people don't tend to function well.
That has been tried, obviously. It kinda works with US-based reps, although in a limited way. An Indian rep will continue following his script, no matter what kind of small talk you throw at him. The only effective way to deal with these people, that I have found, is to provide them with answers that make them "crash", i.e. reach a point in the script which says "transfer caller to the next level of support". After 2-3 iterations (and an hour or two of lost time) you may even get to someone who responds intelligently to your chitchat.

It is really sad that the customer service industry has come to this point. :(

Texrat 2010-06-29 18:05
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by oved_etzot (Post 734400)
All I'm saying is that we should all be a little more patient.
Try being patient when you're facilitating a crucial corporate infrastructure change at 3 AM in the morning and you cannot understand the person implementing the change, and vice versa. Try to be patient when your boss yells at you the next day for what went wrong.

That's just bad business. It's not good for anyone except the corporate bean counters who decided to pay someone less simply because they reside in another country.

Fatalsaint already raised that and it seems to be lost in the discussion...

fatalsaint 2010-06-29 18:15
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Patroclo (Post 734388)
I mean that it should be right that the caller should learn the accents of the people working in the call center and not viceversa.
...........

I'm just gonna say "No."... and leave it at that. :rolleyes:

geneven 2010-06-29 18:16
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by fms (Post 734401)
That has been tried, obviously. It kinda works with US-based reps, although in a limited way. An Indian rep will continue following his script, no matter what kind of small talk you throw at him. The only effective way to deal with these people, that I have found, is to provide them with answers that make them "crash", i.e. reach a point in the script which says "transfer caller to the next level of support". After 2-3 iterations (and an hour or two of lost time) you may even get to someone who responds intelligently to your chitchat.

It is really sad that the customer service industry has come to this point. :(
I happen to know Indian reps who do deviate from scripts,so your generalization about them is false. I hired one of them, and he turned out to be one of the best techs I ever knew. (His name was Giri Singh, and he wears a turban.) I have known numerous Americans who stick to scripts like glue and keep parroting scripts even when they make no sense.

fms 2010-06-29 18:36
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by geneven (Post 734435)
I happen to know Indian reps who do deviate from scripts,so your generalization about them is false. I hired one of them, and he turned out to be one of the best techs I ever knew.
He probably hasn't been working in the bottom "tiers" of support hell though ;)

Texrat 2010-06-29 18:36
Re: Awesome Nokia support (sarcasm alert)
 
I have to agree with geneven on that one. Script-sticking knows no cultural bounds.

Quote:
Originally Posted by Patroclo (Post 734388)
I mean that it should be right that the caller should learn the accents of the people working in the call center and not viceversa.
I know you're kidding.

Before I make the call, how could I possibly know where the call is being routed???

It should be the other way around.

Patroclo 2010-06-29 18:47
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Texrat (Post 734450)


I know you're kidding.

Before I make the call, how could I possibly know where the call is being routed???
Intuition?

Texrat 2010-06-29 18:52
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Patroclo (Post 734462)
Intuition?
Yep, you're kidding alright. ;)

giladmttw 2010-06-29 20:56
Re: Awesome Nokia support (sarcasm alert)
 
I once applied for a job in an Israeli call center and was declined
because my accent wasn't american enough. When an american says "Betty bought a bit of butter" it should sound "beddyboddabiddabadda" for another american to understand him. The interviewer said I could get a different english speaking position but not this one because the client specified american accent. The original poster was right, talking to someone who doesn't have american accent might be useless to him, and I can understand his frustration. Nokia can specify american accent, but they chose not to. OTH we're talking N900 here, if you have a problem you don't call customer care, you go online to resolve this...as it happens...

olighak 2010-06-29 21:51
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by giladmttw (Post 734595)
I once applied for a job in an Israeli call center and was declined
because my accent wasn't american enough. When an american says "Betty bought a bit of butter" it should sound "beddyboddabiddabadda" for another american to understand him. The interviewer said I could get a different english speaking position but not this one because the client specified american accent. The original poster was right, talking to someone who doesn't have american accent might be useless to him, and I can understand his frustration. Nokia can specify american accent, but they chose not to. OTH we're talking N900 here, if you have a problem you don't call customer care, you go online to resolve this...as it happens...
Yeah well, maemo.org doesn't send me a replacement battery cover. "as it happens" doesn't quite work for hardware issues.

And as english is my 3rd language, out of 6, I don't make too high demands for "american accent". I however do make demands for phone operators to be at least semi fluent and understandable, or to have super-skills that make their lack of speaking not such a big issue.

This was a non-conversatiable script-bot.

danramos 2010-06-29 22:00
Re: Awesome Nokia support (sarcasm alert)
 
At the very least--as I've said a million times and I'm afraid I will end up having to say a million more times--Nokia *COULD* just make parts and accessories for sale so that we can fix the expensive crap they've sold us.

andraeseus1 2010-06-30 07:41
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by danramos (Post 734665)
At the very least--as I've said a million times and I'm afraid I will end up having to say a million more times--Nokia *COULD* just make parts and accessories for sale so that we can fix the expensive crap they've sold us.
i think they do dont they? i see oem parts all over ebay for nokia. and i must admit.. i am guilty of buying some knock off nokia parts to do repairs on phones from hong kong. my experience has been 50/50. sometimes the parts work and fit just right. some times they dont. i dont mind the gamble though cause i never do it with expensive parts.

andraeseus1 2010-06-30 07:46
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by oved_etzot (Post 734400)
All I'm saying is that we should all be a little more patient. And whoever was lucky enough to be born and raised and mature in one land without ever having to deal with the hardships of switching languages and countries, should try and thank his lucky stars for his good fortune and muster the patience not to be sarcastic about someone else's accent in an international forum.
And when you come to my corner of the globe and are clueless about what is going on a round you I will try and be nice too.:D
what corner are you from? India? i so want to go there and study in a ashram (hope i am spelling it right) like Elizabeth Gilbert! (shhhH, dont tell anyone i read that book) Right now i am learning Spanish and next on to Italian before a trip to Europe. I pray that the natives there are patient with me as well. However.. i will not be applying for local part time service rep jobs there either. If you ever float by my way in Philadelphia i promise to treat you with all the respect and patience that i would give anyone.

giladmttw 2010-06-30 11:43
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by olighak (Post 734653)
Yeah well, maemo.org doesn't send me a replacement battery cover. "as it happens" doesn't quite work for hardware issues.

And as english is my 3rd language, out of 6, I don't make too high demands for "american accent". I however do make demands for phone operators to be at least semi fluent and understandable, or to have super-skills that make their lack of speaking not such a big issue.

This was a non-conversatiable script-bot.
As it happens, my last remark was in humor. My point was that the person you talked to is exactly what Nokia specified. They get a lot of calls and they know how to deal with anything, it's no coincidence that you speak to someone that only says "go to nokia.com, click support" and "do you have a PC with internet access" that's exactly what they want their support to look like. This IS what they are paying for.
Well, now I'm bashing Nokia. Might as well make a rant post out of it: What's the Indian support number, My N800 has a bug in Modest :)

Texrat 2010-06-30 16:00
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by olighak (Post 734653)
Yeah well, maemo.org doesn't send me a replacement battery cover. "as it happens" doesn't quite work for hardware issues.
maemo.org has nothing at all to do with Nokia service fulfillment.

andraeseus1 2010-06-30 20:06
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Texrat (Post 735607)
maemo.org has nothing at all to do with Nokia service fulfillment.
i think that was the point ... could have read it wrong so hard to tell with text.

oved_etzot 2010-06-30 20:47
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by andraeseus1 (Post 735041)
what corner are you from? India? i so want to go there and study in a ashram (hope i am spelling it right) like Elizabeth Gilbert! (shhhH, dont tell anyone i read that book) Right now i am learning Spanish and next on to Italian before a trip to Europe. I pray that the natives there are patient with me as well. However.. i will not be applying for local part time service rep jobs there either. If you ever float by my way in Philadelphia i promise to treat you with all the respect and patience that i would give anyone.
LOL! I was just in Philly 2 months ago. Great city! And everyone was very nice.

olighak 2010-06-30 21:12
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by andraeseus1 (Post 736043)
i think that was the point ... could have read it wrong so hard to tell with text.
Yep, that was the point.

Although people on here have much better suggestions than the official nokia rep when it comes to flashing, hacking/modifying etc. they cannot help with hardware problems and Maemo.org is not a venue for such.

:cool:

andraeseus1 2010-06-30 21:55
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by oved_etzot (Post 736105)
LOL! I was just in Philly 2 months ago. Great city! And everyone was very nice.
come back!!!!!! lol.. i love my city. now if only they would put a darn nokia store here so i dont have to drive all the way to NY that would be awesomeness!!

danramos 2010-06-30 22:23
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by andraeseus1 (Post 735037)
i think they do dont they? i see oem parts all over ebay for nokia. and i must admit.. i am guilty of buying some knock off nokia parts to do repairs on phones from hong kong. my experience has been 50/50. sometimes the parts work and fit just right. some times they dont. i dont mind the gamble though cause i never do it with expensive parts.
First, eBay does not instill trust in the items being sold. Anyone that depends on eBay as a parts supplier is likely to be a gambler. I certainly wouldn't buy parts from eBay if I'm a business. Second, why should I be relegated to eBay, online auctions and partsed-out sales from damaged units for something that was STILL being sold new within the last 2 years? Why is Nokia unable to provide replacement parts or at least provide me a local repair shop I can walk into to get said parts?

I had to replace my Droid recently. I didn't have to mail it anywhere. I walked in and within the same hour, I walked out with a replacement. That was refreshing, after my ordeals with Nokia. I recently had to return a Motorola stereo bluetooth headset to Amazon--even THEY mailed me a replacement product immediately without even telling me to mail mine first (leaving me out a headset). I got the replacement headset in three days by mail and I didn't even need to pay for the RMA shipping back. That's Verizon and Amazon... and both of them treated me like a customer. I'm pretty certain I'll be recommending them to anyone that wants to be treated well if they have hardware problems.

In fact, I think I just did. By testimonial, even.

Nokia--not so much.

gerbick 2010-06-30 23:13
Re: Awesome Nokia support (sarcasm alert)
 
Now that the senseless "racism" rhetoric has finally subsided, it does seen quite odd that parts cannot be found and/or replaced without having to send in the entire phone.

I've received parts for past Motorola phones and all I had to do was send in my broken bit. Just did that for my Motorola HX-1 Endeavor bluetooth earpiece. Just sent in my broken earhook, they had already sent me the replacement.

The whole send it in process bothers me when I can get parts usually from http://cnn.cn or such quickly and/or cheaply usually.

Oh well. Nokia's support leaves a lot to be desired. I've run my rounds with them over my N810.

Texrat 2010-07-01 01:03
Re: Awesome Nokia support (sarcasm alert)
 
You guys can only imagine how crazy I got when I first joined here and tried to help you from the inside. So many suggestions, including spare parts, fell on deaf ears...

olighak 2010-07-01 17:14
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by gerbick (Post 736346)
Now that the senseless "racism" rhetoric has finally subsided, it does seen quite odd that parts cannot be found and/or replaced without having to send in the entire phone.

I've received parts for past Motorola phones and all I had to do was send in my broken bit. Just did that for my Motorola HX-1 Endeavor bluetooth earpiece. Just sent in my broken earhook, they had already sent me the replacement.

The whole send it in process bothers me when I can get parts usually from http://cnn.cn or such quickly and/or cheaply usually.

Oh well. Nokia's support leaves a lot to be desired. I've run my rounds with them over my N810.
Absolutely.

If it´s simple enough for me to do it myself, just ship me the damn part and I´ll ship you what broke if you really want it.

A smart business will not want to waste:
- A the customers time
- B the customer service reps time
- C a technicians time on looking at a non-technial issue
- D Additonal shipping costs for shipping a phone versus a minor
item such as a battery cover.

I called Dell up the other day as the keyboard on my laptop was screwed up. 5 minutes of wait, I give them the serial of my laptop and 5 minutes later a new keyboard has been Fedex´ed to me. On warranty, no haggling, no guiding me around their website, and no representative with a speaking impediment.

Why on earth would Nokia want or need the N900 sent over to them for a battery cover or stylus for that matter?

It´s piss poor customer service.

danramos 2010-07-01 21:47
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Texrat (Post 736445)
You guys can only imagine how crazy I got when I first joined here and tried to help you from the inside. So many suggestions, including spare parts, fell on deaf ears...
In fact, that's my FIRST memory of you--when people needed new kickstands and you offered to give someone one of yours. It's been a long-standing problem and one that I still can't believe Nokia continues to ignore. It infuriates me something violent.. and you can't imagine how much I love and appreciated Amazon and Verizon for their excellent customer support when I had to do returns.

I had bought Nokia stuff one after another for a little while until it really started to irk me something awful to call them for customer support. At this point, even if Nokia made a stellar product, I would have to REALLY think about my past experience and whether I ever want to go through that again.

Hell... what do I have to do to get a new stylus? Send back my tablet for a replacement? ARE YOU FRIKKIN KIDDING ME???

geneven 2010-07-05 15:37
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by danramos (Post 737897)
In fact, that's my FIRST memory of you--when people needed new kickstands and you offered to give someone one of yours. It's been a long-standing problem and one that I still can't believe Nokia continues to ignore. It infuriates me something violent.. and you can't imagine how much I love and appreciated Amazon and Verizon for their excellent customer support when I had to do returns.

I had bought Nokia stuff one after another for a little while until it really started to irk me something awful to call them for customer support. At this point, even if Nokia made a stellar product, I would have to REALLY think about my past experience and whether I ever want to go through that again.

Hell... what do I have to do to get a new stylus? Send back my tablet for a replacement? ARE YOU FRIKKIN KIDDING ME???
I guess Texrat's fight for spare parts would now quickly be shifted to Off Topic and kept off the Active Topic list now, because really, this isn't the proper site to discuss that.

That's one my first memories of Texrat too.

For those interested in my paranoid delusions, I'm now thinking that what will eventually happen is that InternetTabletTalk will return (since what's the point of an ever-dwindling maemo.org site?) and then Nokia will drop support of the site (since it won't be Nokia oriented) and then Reggie will drop support of the site.

But I personally could live with all that, as long as the ITT site kept afloat. Bring back the obnoxious ads and just talk about Internet tablets! Stop restrictions on the Active Topics list, because as soon as Nokia stops being a sponsor, there will be no more incentive to complain about Nokia products here than Apple products!


All times are GMT. The time now is 05:08.
Page 2 of 3 1 2 3
Show 40 post(s) from this thread on one page

vBulletin® Version 3.8.8