Nokia Takes Forever to Fix Phones, So Goes Facebook Rant

Posted on November 16th, 2009. Written by Rico.

Et tu Nokia? I’ve had my own problems with Dell and their eternally-long repair period. Which was why my heart broke a bit when I heard a friend ranting on Facebook about her problems getting her Nokia phone fixed.

You’re probably not up for a long read, so here’s a summary: Jo brings her phone to Nokia, and is told that repair will take two to three weeks—at the very least! Don’t technicians in Greenhills repair while you wait, and shouldn’t Nokia provide service units for customers to use while their phone is in the shop, since mobiles are even more crucial than laptops? A snippet of my friend’s rant, which was addressed to Nokia’s CareLine:

Kindly take note, however, that I had stated to your service center representative: “I will be without a phone for those entire two to three weeks while you try to repair this one. Is there any alternative you can give me?” The representative was at a loss to answer THAT question, so I finally asked, point-blank, for a replacement phone. The reply to that one was a spiel about repairing the phone before even considering a replacement. In short, the statement, “No we do not have a replacement policy but we do have a loan phone that you may use in the interim,” was never uttered.

Imagine if I was an illiterate customer who had no access to e-mail. How else could I have known? And come to think of it, I probably did ask to BORROW a TEMPORARY phone to use in the interim. None was provided. Should I have uttered the words “LOAN PHONE,” specifically, to get an affirmative?

Truth be told, the same advice was given to me by a friend, whose sister had a similar issue with her brand-new Nokia phone (a different model). She took that defective phone, a month after purchase, to the Alabang Town Center Nokia Service Center. She was given a loan phone while the barely-used defective phone was repaired. (Do I assume from this information that the service center at ATC has a different service policy than Glorietta 3?) That repair took months.