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Nokia: Customer Service

Posted on 09/08/2009 by John

 

A few weeks ago my girlfriends Nokia N95 phone died. The screen was pretty much dead. Usually the only thing that we could get to show on the screen was garbled.
I suspected that it was the cable connecting the screen which was broken due to the sliding action.
I took it into my local Nokia repair store. I couldn’t remember if the warranty that came with Nokia phones was 6 or 12 months. It was over 6 months but still within the
12 months.
It turns out that they come standard with 12 months and they would look at the problem for free. They would fix it for free if it the problem was covered under
warranty. If it wasn’t then they would let me know how much it would cost to fix before going ahead.

I was impressed to see that they actually fix them on site. I was expecting them to say that it would be shipped off to Asia and be a few weeks.
I dropped it in at 1pm on a Tuesday and I got an SMS saying it was ready at 10am the next day.

The service they offered was so amazing. They provided a full report of what was repaired and tested. It also said the time it was dropped in and the time it was fixed.
It was actually fixed by 4pm the same day I dropped it off! I assume they did not message as it was too late in the day to pick it up which wasn’t a problem for me anyway.

I also really like the layout of the stores. You walk in and push some buttons on a screen to get a ticket, then sit down on a comfy couch and watch a DVD while waiting.

The repair for the broken cable was fixed for free under warranty and they even did a firmware upgrade.

Nokia’s customer service for a repair was one of the best I have ever had. Are you listening Apple?

 

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