Home > nokia C3 product defect > Nokia C3 product defect made worst with Nokia Customer Care who does not care

Nokia C3 product defect made worst with Nokia Customer Care who does not care

the case of the 2 defective Nokia C3 is not yet over.  not only is it still on-going, the most recent dealing with Nokia Care, Nokia’s customer “care” service made it worst by showing they really don’t care about customers.

after a string of failures with ronald of the Nokia Care center at Greenhills, we have decided to get the information we needed on our own. through our contacts from nokia itself and from the industry, we are able to get the names of the key officers of Nokia Philippines – it’s general manager, marketing director and customer care manager.  we were able to get through to the office of the general manager and the assistant in that office listened to our complaints and got our contact numbers.

the result was swift, we immediately got a call. from a certain Byan who we think is the manager in charge of the Nokia Care center operations.  we guess getting a call from the office of the general manager of Nokia Philippines has pushed the right button.

bryan in his mild mannered tone told me at the outset that he has been briefed by Nokia Care Greenhills and is aware of our request for a refund. he quickly told me that  they are prepared to make an offer.  he said they are giving us two (2) options : option 1 – replace the 2 C3 units with brand new C3 units or option 2 – refund the purchase price of the 2 units. the latter was actually my request.

we asked him more questions to fully understand the offers he made. i asked him what guarantee can he give me that the brand new C3 units he will replace the defective ones will no longer have the same problems as the ones i bought? i asked if there were changes in hardware parts since the time i bought them. he said there were no changes in hardware parts.

he told me that it should have no problem with the ones i bought because these new units will have the latest software. i told him i doubt if that will solve the problems. i told him that the 2 units that i bought have been loaded with new and the latest software several times at their Nokia Care Center and the problems continued to reoccur.

on the refund – i asked him what was the process involved and how long will it take them to give me the refund. he said the refund will take a little bit longer to accomplish as it will involve “coordinating” with the resellers or the stores from which the units were bought from.

since the users of the cellphone were my teen-age children and not me, i told bryan i needed  some time to make the decision. i wanted my children to make the decision on what they want to do with their defective Nokia C3 units. we were given two options, i wanted each child to make up his/her own mind as to what option to take.

true enogjh, my two children had different preferences – my 13 year old son wanted a refund. he does not want to have anything to do with a nokia phone. my daughter continue to like the C3 and her decision was for the replacement of a brand new unit.

since i was going to buy a new cellphone myself, i had my two children come with me to the stores for them to see other brands before they make a final decision. we spent a whole  afternoon looking at cellphones in the malls. in the end my son stayed with a refund and my duaghter changed her mind and now wanted a refund,  both now had firm ideas on the brand and model they wanted to have and both are not nokias.

with the decisions made, i told bryan what they were the next time he called me. i asked him again – what are the processes that they will need to follow and when will i get the refund. he gave the same answers – he will need to coordinate with the resellers and it will take one week. he said he will call me the following week, on a tuesday.

so last wednesday on the first working hour, i called bryan to ask about the refund, he was not answering his phone. after lunch, he finally called me and this call was a dramatic disappointment.

he told me that they will not be able to give a refund on the units we bought from nokia. this was very shocking to me. he did not mention any problems with the refund during the previous two times we talked about it. i asked him very direct questions and all he said length of time was the only issue and nothing else.

bryan was now denying he made the offer of the refund. he said that the offer made then was tentative and that after further review, they found out they cannot offer it to me.

i was adamant – i had told my children about the refund and we even spent time to look at cellphone options to make a proper decision. and now, i will need to tell my children no refund was forthcoming.

a few more discussions ensued. i explained to him why we preferred the refund which was basically we did not think Nokia can guarantee that replacing the defective units with brand new ones will solve the problem. i told him i no longer wanted to keep going back to the Nokia Care Center for any repair.  cellphone units are not supposed to break down every two months, they are supposed to last for a long time .

sensing this was a dead end with byan, i asked him for the name of his superior. i thought that itr was time to elevate the matter to a higher level. he refused to give me the name of the person of hyis superior. i asked him what department he belonged to, he also refused to give me the specific name of the department and only said he worked at Nokia Philippines.

i asked him several times the name of his superior at Nokia Philippines and he simply ignored my question. what got me ticked was he ev en pretended not to hear what I was asking him, saying the connection was bad and he could not hear me.

that really got me very angry. i thought this bryan in his mild mannered tone was completely unprofessional.  i also thought that he was hiding something,, he probably knew he had screwed up the discussion with me and he did not have the balls to give the name of his superior as he will be found out by Nokia higher management.

i hanged up the phone even more determined to get the refund and to expose bryan.

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  1. Richard Calderon
    May 15, 2011 at 11:19 pm

    Hi. I wanna help you. You may want to try to contact these Nokia marketing head for further help:

    Sandeep Khaana (Sandeep.Khanna@nokia.com), and Sandeep’s number is +639175239493
    Sandeep.Khanna@nokia.com
    (Nokia Philippines Marketing Head)

    Mitch V. So
    Marketing Manager, Nokia (Philippines) Inc.
    Mobile: + 63 (917) 5335136
    Direct: + 63 (2) 754-1656

    • Chay Dionco
      February 29, 2012 at 12:57 pm

      Hi, Mr. Calderon.

      Is Sandeep Khanna still the Marketing Head? Coz I contacted Ms. So, and she is no longer with Nokia now. Thanks.

      • March 1, 2012 at 4:00 pm

        i suggest you call the Nokia trunkline and ask for the name of the current marketing director.

  2. Olympias
    May 29, 2011 at 11:06 pm

    Hi! I’m also experiencing the same problems as your children did on their Nokia C3 phones.

    I googled the names of the high ranking officials of Nokia Philippines, as well as their Corporate Office here in Manila. Here’s what I got so far:

    Country General Manager: Benoit Nalin
    Senior Services Marketing Manager: Rhomel Marcojos

    Nokia Philippines Corporate Head Office:
    Philamlife Tower 8767 Paseo De Roxas
    1226 Makati City
    Philippines
    Tel: +63 2 754 1500
    Fax: +63 2 754 1510

    Hope that helps! Keep us updated!

  3. xyz123
    May 30, 2011 at 10:49 pm

    Richard Calderon :

    Hi. I wanna help you. You may want to try to contact these Nokia marketing head for further help:

    Sandeep Khaana (Sandeep.Khanna@nokia.com), and Sandeep’s number is +639175239493
    Sandeep.Khanna@nokia.com
    (Nokia Philippines Marketing Head)

    Mitch V. So
    Marketing Manager, Nokia (Philippines) Inc.
    Mobile: + 63 (917) 5335136
    Direct: + 63 (2) 754-1656

    thank you very much for the information. i will be updating this case tonight.

    good luck on your Nokia C3 problems.

    • xyz123
      May 30, 2011 at 10:52 pm

      please refer to the names and numbers provided by richard calderon, scroll down.

  4. xyz123
    May 30, 2011 at 10:50 pm

    Richard Calderon :

    Hi. I wanna help you. You may want to try to contact these Nokia marketing head for further help:

    Sandeep Khaana (Sandeep.Khanna@nokia.com), and Sandeep’s number is +639175239493
    Sandeep.Khanna@nokia.com
    (Nokia Philippines Marketing Head)

    Mitch V. So
    Marketing Manager, Nokia (Philippines) Inc.
    Mobile: + 63 (917) 5335136
    Direct: + 63 (2) 754-1656

    thank you very much for the information. will be updating this case tonight.

  5. Charles
    June 16, 2011 at 10:43 pm

    Nokia is crap! i returned the C3 to SUN Cellular last month the day after I got it, crashes whenever I insert my memory card. Same thing happened with my Nokia Xpress Music( forgot the model) where after 3 trips to nokia service center the problem persist. I’m really stupid for getting a nokia again.

  6. cynthia solis
    June 22, 2011 at 9:24 pm

    too late for me, i already bought a nokia C3 and just like those who posted here – i encountered the same problems listed here. the unit is now at nokia care. i should have read this blog before i bought it. i had the unit for only 14 days!

  7. JeieL
    March 24, 2012 at 3:00 pm

    Hi! I have the same issue with Nokia. Can you help me with this one and gove some advise or suggestions on what to do.

    I just purchase Nokia X7 this Feb 20, 2012 at one of the retailer of Nokia products. Then after a day of trying the unit, i noticed that it is overheating everytime I use it esp when browsing. However, I am browsing not more than an hour and I am not using the phone that much. It also drains so fast.

    Considering the fact that it is said to be BRAND NEW, it should never be like that. After 4 days of still giving it a change, I decided to bring it back to the store where I purchase it then they refer me to NOKIA CARE CENTER. I was told that they will check for it and it will take 5days to 2 weeks.

    Come Feb. 28, I didn’t got any feedback from them and I don’t have any idea what is happening. I decided to visit the center, and I was being informed that the repair status is ON GOING. So, i gave them the consideration of having it repaired. days passed til it reached the maximum time given for the repair, same thing are being discussed that it is ON GOING.One of the call I made, they said that Feb 28, they are still WAITING FOR PARTS bec it is now needed to have a replacement for some of the electronic parts of it. Another CONSIDERATION for me!!

    I’m on the point of being irate and they escalate and expedite the process. I was coordinating with Nokia and the manager of the STORE. After almost a month of waiting for my phone where it has been repaired and now ready for pick up. I am very excited of having it.

    Suddenly, I found out that another problem incurred the unit. The MEMORY CARD slot now don’t detect any memory card. and it hangs every time I remove the mmc (means memory card) and ALSO, it takes time to load whenever restarting it. Considering another fact that it has just been repaired!!

    I went back to Nokia and spoke with one of the CSR in charge. they tried to check on the mmc then the rep found out that it has been corrupted (which I NEVER use after giving the phone to the CENTER). I went to the Store to let them know what happened. We tried what the rep form Nokia did. and even insert another mmc to the unit. it is still not detecting ANY mmc.

    Now, I am about to have replacement for the unit and for the mmc. and the MANAGER of the STORE said that, they can’t replace it. and I assume that since I put a password on the mmc, the manager don’t want to replace it . and also for the unit. I was being turn around and go back and forth to their office.

    Until they book in again the unit to have it check. And I was being informed that if they will have a replacement, it is just the mother board where it WILL BE same as NEW. I have no choice since they don’t want to replace it.

    Now, I don’t have trust to NOKIA and even regret of purchasing their products.

  8. xyz123
    April 9, 2012 at 11:04 am

    JeieL :

    Hi! I have the same issue with Nokia. Can you help me with this one and gove some advise or suggestions on what to do.

    I just purchase Nokia X7 this Feb 20, 2012 at one of the retailer of Nokia products. Then after a day of trying the unit, i noticed that it is overheating everytime I use it esp when browsing. However, I am browsing not more than an hour and I am not using the phone that much. It also drains so fast.

    Considering the fact that it is said to be BRAND NEW, it should never be like that. After 4 days of still giving it a change, I decided to bring it back to the store where I purchase it then they refer me to NOKIA CARE CENTER. I was told that they will check for it and it will take 5days to 2 weeks.

    Come Feb. 28, I didn’t got any feedback from them and I don’t have any idea what is happening. I decided to visit the center, and I was being informed that the repair status is ON GOING. So, i gave them the consideration of having it repaired. days passed til it reached the maximum time given for the repair, same thing are being discussed that it is ON GOING.One of the call I made, they said that Feb 28, they are still WAITING FOR PARTS bec it is now needed to have a replacement for some of the electronic parts of it. Another CONSIDERATION for me!!

    I’m on the point of being irate and they escalate and expedite the process. I was coordinating with Nokia and the manager of the STORE. After almost a month of waiting for my phone where it has been repaired and now ready for pick up. I am very excited of having it.

    Suddenly, I found out that another problem incurred the unit. The MEMORY CARD slot now don’t detect any memory card. and it hangs every time I remove the mmc (means memory card) and ALSO, it takes time to load whenever restarting it. Considering another fact that it has just been repaired!!

    I went back to Nokia and spoke with one of the CSR in charge. they tried to check on the mmc then the rep found out that it has been corrupted (which I NEVER use after giving the phone to the CENTER). I went to the Store to let them know what happened. We tried what the rep form Nokia did. and even insert another mmc to the unit. it is still not detecting ANY mmc.

    Now, I am about to have replacement for the unit and for the mmc. and the MANAGER of the STORE said that, they can’t replace it. and I assume that since I put a password on the mmc, the manager don’t want to replace it . and also for the unit. I was being turn around and go back and forth to their office.

    Until they book in again the unit to have it check. And I was being informed that if they will have a replacement, it is just the mother board where it WILL BE same as NEW. I have no choice since they don’t want to replace it.

    Now, I don’t have trust to NOKIA and even regret of purchasing their products.

    i would suggest the following:

    1, keep a record of everything that happened. get all the details written down – names, dates and all the reference numbers and receipts on the your dealings with Customer Case.

    2. elevate your problems / case with department heads not just the Customer Care people. elevate it to the directors and managers at Nokia headquarters. you need to talk directly to the Marketing Director, Customer Care Department head or the president/general manager of Nokia. to do that, call Nokia headquarters and get their names and talk to them. i would suggest you start with the Customer Care department head or Marketing Director. DO NOT let them pass you on to supervisors or managers, you need to talk to the directors.

    3. you will probably be asked to send them a letter. do so with details of your case and times, dates and names of people you have dealt with.

    i don’t know if the names posted here by others are still current. but call them to find out, its worth a try.

    i was able to get a total refund on the cost of the two nokia cellphones i bought from them. i understand getting a refund is unusual. like you they had replaced all the parts they said they needed – changed the OS, changed the motherboard but nothing worked. so i demanded for a refund.

    you deserve the refund, don’t give up on that.

    after this experience with nokia, i have swore to never buy a nokia product again ever.

    good luck.

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