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daihard's Avatar
daihard is offline daihard
2007-08-02 , 19:42
Posts: 68 | Thanked: 1 time | Joined on Aug 2007 @ Lynnwood, WA
#31
Originally Posted by penguinbait View Post
My rub is, just take my danm name and send me the parts when available. Why do you want to piss off your customers by making them call you back over and over again. Perhaps if they started compiling a list of people waiting for these parts, they might find out they need to manufacture some more and have them on hand. This seems better than closing your eyes and saying, problem, what problem, I don't see any problem.
Totally agreed. it's a very bad customer support when they ask the customer to keep calling back until they have what he/she needs. Does Nokia not even have a simple customer-call tracking tool?
 
Texrat's Avatar
Texrat is offline Texrat
2007-08-02 , 19:56
Posts: 11,700 | Thanked: 10,045 times | Joined on Jun 2006 @ North Texas, USA
#32
Originally Posted by daihard View Post
Totally agreed. it's a very bad customer support when they ask the customer to keep calling back until they have what he/she needs. Does Nokia not even have a simple customer-call tracking tool?
Don't ask.

Again, not to excuse the current situation, but there are obvious holes. Part of my job is to provide wants and requirements to internal software developers to fill gaps, and I'm unable to divulge just how many and how serious they are. Suffice to say Nokia grew fast, individual applications were developed to fill (then) unique, isolated needs, and now there's an effort to tie all those inlaw and outlaw apps together.

Meanwhile, CARE and tech service folks do the best they can with what they have. I truly wish that customers could understand that. It's appropriate to rip executive management for not taking these needs seriously for so long, but to blame the poor service folk is to shoot arrows at the very people struggling to help (and catching crap at both ends). It's a thankless job.

So to ask these people to call customers back on these requests is asking them to manage the activity at a level and scope they may not be prepared for. If in fact there are system shortcomings that prevent tracking and automatic alerts, then each tech has to manage a manual list of who and what and when and how. Couple that with turnover and other pressures... and well... it ain't pretty.

The best place to aim the ire isn't at the techs, and it isn't in here (though this place is awesome for catharsis and companionship )... it's through higher channels.
 
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penguinbait is offline penguinbait
2007-08-02 , 20:25
Posts: 3,096 | Thanked: 1,525 times | Joined on Jan 2006 @ Michigan, USA
#33
I want to be very very clear, and make sure nobody is putting words in my mouth or anyone elses.

Again I stated Nokia has a customer service problem from the top down. It is policy not people that are the problem. While I have encountered rather rude people in the past when dealing with customer service, it was the policies they are forced to follow that are at the root of the problem. People are people some are a-holes some are helpful, but they all work in the constraints of a broken system and that is the problem.

I think what we are saying as a community is to put something in place to handle the requests that are so obviously needed, and we do not really care how things are currently setup, fix it or risk losing customers.
 
iball's Avatar
iball is offline iball
2007-08-02 , 20:52
Posts: 729 | Thanked: 19 times | Joined on Mar 2007
#34
Nokia needs to realize that it either fixes it's support chain issues or it loses customers.
Period. End of fcuking list.

To quote an old Sergeant-Major in the desert right before an operation:
"Get it together, people. This **** ain't hard."
 
Frankowitz's Avatar
Frankowitz is offline Frankowitz
2007-08-02 , 21:08
Posts: 218 | Thanked: 4 times | Joined on Apr 2007 @ localhost
#35
Originally Posted by penguinbait View Post
and we do not really care how things are currently setup
Best line of this thread!

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Texrat's Avatar
Texrat is offline Texrat
2007-08-02 , 21:17
Posts: 11,700 | Thanked: 10,045 times | Joined on Jun 2006 @ North Texas, USA
#36
Originally Posted by iball View Post
Nokia needs to realize that it either fixes it's support chain issues or it loses customers.
Period. End of fcuking list.

To quote an old Sergeant-Major in the desert right before an operation:
"Get it together, people. This **** ain't hard."
Agreed. And I realize most people won't care about "setup", i.e., the background info I was providing. I just thought this was a more sophisticated base...

EDIT: at the risk of unintentionally causing further inflammation, that last line didn't come out right. I meant that since this is a more sophisticated user base, that people might be interested in background info. Sorry about that.
Last edited by Texrat; 2007-08-02 at 21:34.
 
whatever7 is offline whatever7
2007-08-02 , 23:05
Posts: 41 | Thanked: 2 times | Joined on May 2007
#37
When I worked for a major cable company, the customer database we use is called ACSR. And there is no way to put a customer in a queue and automatically mail out the item when its available. The database is setup like that you can't change it. The customer service rep can lie to you and tell you he/she has submit your request or he could tell you the true and tell you he can't do anything about it.

Of course, what you really should do is ask for the supervisor and then whine about it, the supervisor probably can fire an email to someone who can actually make a difference.

Or the actual solution that works: dump your tablet on ebay and buy a new one; or even the nastier way: fried your tablet with corrupted firmware so you can exchange it. Whining on an internet tablet forum is lol worthy.
 
RioT is offline RioT
2007-08-03 , 03:39
Posts: 122 | Thanked: 4 times | Joined on Apr 2007 @ here and there
#38
Originally Posted by fpp View Post
Funny, I've been thinking of exactly the same thing lately. I've been wondering if it is even physically possible, even after dropping the camera, with the different volumes and placement of the various ports.
Then there would be the problem of the 770's microswitch for the magnet in the cover...

The best outcome would be for Nokia to come to its senses, and design the N900 with the portability of the 770 *and* the capabilities of the N800 :-)
I don't know if ill go with a 900 after all this.
 
daihard's Avatar
daihard is offline daihard
2007-08-03 , 06:59
Posts: 68 | Thanked: 1 time | Joined on Aug 2007 @ Lynnwood, WA
#39
Originally Posted by Texrat View Post
Meanwhile, CARE and tech service folks do the best they can with what they have. I truly wish that customers could understand that. It's appropriate to rip executive management for not taking these needs seriously for so long, but to blame the poor service folk is to shoot arrows at the very people struggling to help (and catching crap at both ends). It's a thankless job.
I understand that. I used to be a support engineer myself so I know what it's like to be torn between the (rightfully) angry customer and the management.

OTOH, customer support personnel _is_ typically the single point of communication between the company and its customers. They are not the decision-makers, but they do represent the company - at least from the customer's standpoint. When encountered with a customer who's been victimized by a bad company policy, the customer support representative should at least acknowledge the problem, explain the situation and ask for the customer's understanding. If the support person doesn't do that and ends up ticking off the customer, as in the case of the OP, then that is the support person's problem, not his company's. (I'm sure you'll agree on this...)
 
Frankowitz's Avatar
Frankowitz is offline Frankowitz
2007-08-03 , 08:06
Posts: 218 | Thanked: 4 times | Joined on Apr 2007 @ localhost
#40
I am an support engineer. Hell, I think this board is filled with 'em. Customers do not care if you are a sorry sob that just does what management tells you with the pitiful tools management gives you. YOU are the company for a lot of customers. So YOU get flamed when the company screws up. That's the way people do business.
That your car stalled on the way to work is a shame. But not my problem. Do your job, and if you don't like it, find another. Why should I feel sorry for Nokia support personnel? They sure as hell don't feel sorry for me. And they shouldn't.
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