Category Archives: After Sales Services Review/Feedback – 售後服務反饋

Nokia Repair Centre Review – Nokia Technical Support Centre portal – Track Your Phone feature doesn’t update frequently?

Today I just realise, Nokia Technical Support Centre website has “Track Your Phone” feature, which allow user to track the repair status of your phone. All you need to do is to provide your Postcode and Customer Reference Number.
Track status of your phone Nokia
After fill in all the necessary information and click on “Search“, it will show you all the information related with the repair status related with the provided Customer Reference Number, it also has a very nice interface to show you the status, E.G. “Online Booking made“, “Received at Nokia“, “In Repair Centre“, “On way back to you“. As well as “Job log“. E.g. what has been done…etc.
Nokia Repair Centre Job Log
However, the information doesn’t seem to get update frequently, as I have received an email from Nokia Repair Centre yesterday 19th Nov 2012 said: “Hi Chi,

Just to let you know that your Nokia 800 (Lumia) Black has now arrived at the Repair Centre and will be assessed by an engineer shortly.

We will continue to email you with status updates throughout the repair process.
But up until now 20th Nov 2012 on the “Track Your Phone” page, it shown that it is still on “Online booking made” stage, not even on “Received at Nokia yet“.
Nokia Repair Centre Job Summary
I hope Nokia could resolve this issue, so that customer could make use of this portal.

Wish me Luck

Nokia repair services review part 5 – Nokia were unable to repair my Lumia 800, instead they decided to exchange my phone for another one in a poor condition with scratches on the screen.

On Wednesday 14th Nov 2012, I have received an email from Nokia Repair Centre‘:
Hi Chi,
We were unable to repair your Nokia Lumia 800 and have instead exchanged it for you. The replacement is now on its way back to you via UPS. The UPS tracking number is 1Z5760X46850xxxxxx and you can check its status by clicking here or go to www.ups.com/uk

At this point, that means all the data I did not managed to back up will be gone completely, as they are unable to repair my Lumia 800 and going to exchange another phone for me instead. The good thing is, I will be expecting the exchanged phone are in good condition, e.g. I understood it is just an exchanged phone, probably someone already used before i.e. a refurbished phone. However, I would expect this phone won’t have any scratches, watermarks, i.e.. Moisture marks, fingerprint on the screen, and it is on the latest Operating System and Firmware …etc.

I received the phone on Thursday 15th Nov 2012 as expected; I was surprised after I unbox the packaging. The exchanged Nokia Lumia 800 was in pretty bad condition, can’t believe the exchanged phone they send back to me has scratches all over the screen and at the back of the phone it also has lots of watermarks, i.e.. Moisture marks, which is probably cause by the plastic case. It looks very disguising, I don’t even want to touch that phone. Could you imagine what could cause this watermarks/ moisture marks, is the previous user may put the phone into their pocket, and the swear/moisture stuck between the case and the back of the phone…

Scratches on the screen [it is hard to show on the picture, but you can still see it]
Nokia Lumia 800 screen scratches

Scratches all over the camera plate
Nokia Lumia 800 scratches all over the camera plate

Moisture marks at the back of the phone
Moisture mark at the back of the Nokia Lumia 800
Then I tried to contact Nokia Care view email and Nokia Twitter account, hope they can get back to me, as you may realise Nokia trying to fix my Nokia Lumia 800 issue since beginning of Nov 2012, and I has been sending off my phone to them for 2 times already, and every time I receive the phone back, I do not think people in Nokia Repair Centre are trying their best to solve the problem properly and ensure the customer is satisfies with the repair. I have been messaging Nokia Twitter account and they have notices the problem I am had. They have advised me to contact another email.

Then I went to Nokia website and realise they have an online Live chat section, with I could talk/message to Nokia Care team directly. I had explained my situation once again provided all the information I had, e.g. IMEI number, Customer Reference … etc and uploaded the picture of the exchanged phone. He said the will flag this issue to resolution team, and they will get back to me as soon as they can. I knew that if they do not get back to me on Thursday 15th Nov 2012, I would need to wait until next week until they can give me another exchange phone or collect this exchanged phone and replace me with another one.

I would guess, as I supposed to get my phone fix properly at the first time [which should only takes about 1 week], but now they have exchanged a poor condition phone for me after their second attempt to fix my phone. I would expect they should treat this case in more high priority, as it could cause me not be able to use my phone for more than 3 weeks.

However, I still have not receive any call back from Nokia Care/ Resolution team, so I have contacted the Nokia Live Chat, at 1720 on Thursday 15th Nov 2012, and see if they would contact me today and try to get the problem solve. I had belief explained my situation again, the Nokia care has made another note to ask the relevant team to contact me. Finally around 1915 on Thursday, Nokia Care Escalation Team has contacted me, however, she doesn’t seem to know/read the conversation which I had messaged via Nokia Live Chat, she keep on thinking Nokia Repair Centre did not managed to fix my Nokia Lumia 800 once again and told me to book another repair and this time, she will allocate me to another Nokia Service Centre and their engineer will evaluate the phone in more details, try to fix the phone. She don’t really understood the situation is , Nokia Repair Centre has exchanged the phone for me with a poor condition phone, which has lots of scratches on the screen and lots of watermarks at the back of the phone. I have to explain my situation to her again. This is my THIRD time to explain my issue. I do hope Nokia Care has a better communication software [Call logging], which allow them to track/read different conversation related with the case from different department, so that as User/Customer do not need to explain the issue again and again.

She has suggested me to book another Repair collection, so that their engineer could fully investigate the situation of the phone and make the appropriate replace if possible. In the meantime, I have proposed that Nokia should send me another phone first, and let me inspect and evaluate, once I am happen with the condition of the exchanged phone, The carrier can pick up that poor condition phone, as I will not accept a exchanged phone which has scratches all over the screen [as in the promotion video did show that Nokia Lumia has gorilla glass, which has hard to get scratches, in this situation, the exchanged Lumia 800 do have lots of scratches, it would make me imagine that phone has been in serious damaged. If I do accept that phone, no one could guarantee, and no test report to show that if there has no internal hardware issue at the moment, but after few weeks I accepted the phone, the internal hardware issue my start to appear]. Otherwise, it will waste my time to having to book another repair and having the hassle /chance that, they repair me with another poor condition Nokia Lumia 800.

Unfortunately, she said the rule in the Nokia is. I have to send the phone back to Nokia Repair Centre and their engineer will have to inspect/ evaluate the exchanged phone and provide necessary replace/fix. Then send me back the repaired exchange phone. I did once again inform them, I WILL NOT ACCEPT the exchanged phone with scratches on the screen and lots of watermarks on the back on the phone, as well as the phone did not have latest update, which mean I would need to spent another 1.5 hours to update the firmware. She said she will put a notes onto my case with my IMEI number to ensure their engineer will try their best to see what they can do.

Once again I had booked a repair and UPS will collect my phone next day.

Wish me Luck.
To Be continue…

Nokia Repair Services Review Part 4 – Escalate the issue regarding Nokia Repair Centre Failed to repair my phone properly

Nokia Care Escalation Team finally contact me on Friday evening 9th Nov 2012 [the day after I emailed them and sent off the Nokia Repair Feedback form] regarding the issue I had after Nokia Repair Centre repair my phone. I has explained the situation again, and would like Nokia Care to arrange another collection for me and also ask them to put a notes to inform Nokia Repair Centre to provide me a test report after repairing my Nokia Lumia 800. However, they said the tools which they use to book for delivery has been removed from their system, I have to arrange it by myself. They have emailed me the instruction, what I need to do in order to book for collection and repair of the Nokia Lumia 800.

In the conversation, I have asked
if Nokia would provide a replacement phone to the client when my Nokia Lumia 800 has been send out to the Nokia Repair Centre, which mean I will not be able to use my phone for next few days, it could takes 5-10 working days.

They said Nokia do not have this services, If I go to Nokia Repair Centre, maybe I could ask the staff in the Nokia Repair Centre and see what they can do.
The problem is If I do go to Nokia Repair Centre, I guess the cost for transportation, could probably enough for me to get a low cost android phone, as this is the second time I need to send off the phone to the Nokia Repair Centre, it cause more inconvenience, as I do not expect, I could not use the phone for the long.

Also I have explained to them, how I felt Nokia Repair Centre is not professional and would like them to add a note to the Nokia Repair Centre, whoever deal with my case. I would like them to provide me the QA/ device test result, to ensure everything on my Nokia Lumia 800 works properly before sending it back to me. As I felt like it is waste of my time, if the device still have problem, why do they send me back. E.g. are they trying to just finish to case, to show how efficient Nokia Repair Centre is? E.g. the volume of the case they could fix within small period of time?

Shall I say Nokia Repair Centre is not very thoughtful?
This is the reason of why I felt Nokia Repair Centre is NOT PROFESSIONAL:

As they do trust what client said which part of the phone did not work and fix that part, and ignore any hidden issue of the device. Instead of using some tools to diagnose and check, if there are any more problem on the device? As engineer/developer should understood that, Customer/Client is the user, they may not know the device that well, how could you trust the issue that Client think the device has, is the real issue on the device?
After talking to Nokia Care Escalation Team for 15 – 20 mins, they have agreed that, they will ask Nokia Repair Centre to provide a test/QA report for me, when the device has been repaired.

I have go through the information they sent me to book the repair for my Nokia Lumia 800 again, which will be collect on Monday 12th Nov 2012, I hope it will be fix by Thursday 15th Nov 2012.
Wish me Luck
To be continue…

Nokia Repair Services Review Part 3 – Nokia Repair Centre Failed to repair my phone properly…

After receiving the repaired phone from Nokia Repair Centre , I unboxed 8th Nov 2012 it and tried to switch on to check if it was working. My Nokia Lumia 800 switched on and I was surprised to see that the phone had not been erased as all my data/picture/videos were still there. However the battery level was very very low.

I decided to back-up my data, just in case if there were any problems on the phone, then I still had the most up-to-date data/pictures/videos. I started by connecting the Nokia Lumia 800 to my PC. However, after plugging it in I receive a message saying “One of the USB devices attached to this computer has malfunctioned. Windows does not recognize it.”. I was wondering if it was something to do with the PC, however unfortunately, it was not.
One of the USB devices attached to this computer has malfunctioned. Windows does not recognize it
I tried several PC’s which had Microsoft Zune installed, and none of them recognised my repaired phone, but did recognise other Nokia Lumia 800’s and a Samsung Omnia 7. And also rather than taking 2-4 hours to fully charge the phone took around 6-8 hours. I suspected that the USB connection was broken on the phone, which may cause this type of problem.

I have contacted Nokia Care team again and filled in the Online feedback form regarding the repair, hope they will reply me soon to arrange another collection and to do a test on the device to ensure everything works properly, as I can imagine, they would need to collect the phone and repair it again, which will take at least 4 days in total.

However, Nokia Care Escalation Team contacted me in the evening the date 9th Nov 2012 after I email them and gave them feedback, and tweet them.
At the point, I will rate 5/10 of Nokia Repair Service. I am very disappointed of the quality of Nokia Repair Centre. As I felt they [Nokia Repair Centre] are not professional, as on the letter which come with the repair phone did not state which part of the phone failure to cause the phone did not start up at all and it doesn’t have any information if the repair has passed the QA. I am not sure if they have any test tools which allow them to diagnose the phone and to check if it has any other hardware/software issue. The Nokia Care team seems to take long time to reply email. The best way I would suggest if you have the same issue is.. .to use twitter to escalate your issue…

To be continue..

Nokia Repair Services Review Part 2 – Nokia Collect my faulty Phone

After Nokia Care Escalation team help me arrange the collection for my Nokia Lumia 800, the carrier UPS has picked up my phone on the collection date around 11 am. All I need to do it put the phone onto a box to ensure the phone will not get damaged during delivery. When UPS arrive they will provide a envelope for the delivery.

The list below is what I been advised to do before I send off my phone.

  • Create a back-up of your personal data. // this is not possible as the phone could not get switch on at all.

Packing instructions

  • Remove and retain your battery, battery cover, SIM and memory card before packing your device. We assume no responsibility for these items or their return if they are sent to us.
  • Pack your Nokia device in a small padded envelope or a padded box to protect it from damage. Nokia assumes no responsibility for any damage to your Nokia device which is insufficiently or incorrectly packed.
  • If possible, also include a proof of purchase, such as your receipt. If your device is out of warranty on our register, a proof of purchase will be required.
  • Print this email and include it when packing your phone.

After they pick up the phone and given me the receipt to proof that they have picked up my phone, and I could start to check the progress of the delivery. However, the information will not get updated until the parcel reach the delivery centre, which will be around late afternoon. My phone has arrived the Nokia Repair Centre in next day morning.
At this point, I realised one problem. I am not sure how to track the repair status of my phone, so I have contacted Nokia Care team and ask for advice and see if they have any web portal which is similar to Samsung, to allow customer to check the progress of the repair. They said, I would need to contact Nokia Care [+44 (0) 845 0455555] to ask about the status of the repair.

As this is not a Free phone number, I guess I would wait for few more days before I contact them the check the progress. On Thursday, which is the 4th Day after I sent my phone to Nokia, I have received my phone back. I am very impressed by the speed of repair which only take the engineer 2 days to repair my phone and the design of the packaging for delivery, which is used to protect the phone is very nice. I was very pleased.

Delivery Box from UPS for my repaired Nokia Lumia 800

UPS Delivery Box for my repaired Nokia Lumia 800

Nokia bag, which contain another box
Nokia repair Bag

Nokia Repair Centre Protective Box for my Repaired Phone
Box to protect the repaired phone

Very nice packaging
very nice packaging

My repaired Nokia Lumia 800:
My repaired phone

To be Continue…

Nokia Repair Services Review Part 3 – Nokia Repair Centre Failed to repair my phone properly…

Nokia Repair Services Review Part 1 – My Nokia Phone did not switch on

This time last year, Nokia started to sell one of the best Windows Phone in Year 2011. Nokia Lumia 800. I am very fortunate to get one. However, the battery life on this phone is not very good, and I started to have problem on charging up the phone around 2 months ago. At the end of October 2012, my Nokia Lumia 800 failed to power up at all, and did not charge even using the power supply. It is time to use Nokia Technical Service/ After Sales Services.

I went to the Nokia website [http://www.nokiatechsupport.co.uk/NokiaIMEIPage], and tried to diagnose the problem and see if there was any way I could boot up the phone. At least so that I could back up my data/Photo/Video and upload some of my notes to Skydrive, because I knew if I sent off the phone to Nokia repair centre, then all the data may be removed.

Nokia Technical Support Centre
Nokia Technical Support Centre is good site, and can you help you diagnose the problem and show you possible fixes, that could help you to resolve the problem.
Select the category which suitable your situation:
Select the category which suitable your situation

After Selecting “Power“, a list of issue which is related with “Power” appear
Power Related Issue

Select “My Phone won’t switch on” – it bring me to another page which has Instruction to show me what could I do to resolve this issue.

Solution 1:
Solution 1

Solution 2:
Solution 2

Unfortunately: none of the solution work for my issue.. I guess My phone is dead completely, I would have to “book a repair
Book a Repair

Because I was not sure if the warranty cover was still active, I posted a message on twitter try and find out. They have gave me an email address to send my enquiry to. So I sent all the information regarding my phone issue, the IMEI, my contact information etc and received a very nice/ polite/ helpful reply from the Nokia Care Escalation team member. He answered lots of questions, and also arranged a collection with UPS to collect my faulty Nokia Lumia 800 phone. I was very impressed by the customer services of the Nokia Team.

You can also arrange for collection [by UPS ]/ post [Free Post via Royal Mail] your phone by yourself or drop your phone to Phone4u shop, they will do it for you

At the point I would give 10/10 of Nokia Care Services and the web portal.

to be continue...

Nokia Repair Services Review Part 2 – Nokia Collect my faulty Phone

 

After Sales Services Review/Feedback – 售後服務反饋

今天想開多一分類
和大家分享一些 和技術上沒有關係
但是對我來說很值得參考的資料…
就是”After Sales Services Review/Feedback – 售後服務反饋

雖然這個分類和電腦技術沒有關係..
但是這和大家的開發環境或多或小都有關係的
因為當大家買了一些硬件..
E.G. 電腦硬件, Mobile, Laptop, Server等等

在選擇購買那一間公司的產品之前我們應該好好做一些資料搜集…
不是單單看這件產品比較便宜或多人購買便去買

其實售後服務, 保養期長短, 保養期內包含那些服務和配件 也是購買東西時要考慮的其中一個因數…
因為不好的售後服務
E.G. 客戶服務質素差, 技術支援質素差 等等
都可能令你浪費很多的時間 和心情…
維修時的 運送要不要自己付錢 和自己安排…ETC..
能不能看到服務的狀態等等
和服務中心的信譽好不好都是很重要的…

因為服務好的公司..即使產品價錢高一點..也可能是值得的..
當然要真的看看和了解才知道..
所以我便決定寫下這個分類..
當有機會使用產品的服務時..
會和大家分享..服務的過程 和..怎樣聯絡服務中心等…

Hope you find it useful