Hello, let me give you a little background on this situation.
Back in August of 2010, my company sent in 3 phones to be repaired for manufactures defects to Nokia. They were 2730's.
About a week later, I received a phone call from a gentleman named Michael from Nokia's Service Recovery Team who informed they didn't have any Nokia 2730's to replace for me, and instead, offered me check reimbursements for the price of each of the phones for my client, which turned out to be $86 each and total of $258.
Time would pass, and I eventually had to call and ask them why it had been a month and our client still hadn't received a single check, and it turned out because for whatever reason, my client had apparently "denied" the check when it made it to their home, but in reality, my client had no recollection of them receiving anything from them.
We later agreed to have the checks sent to our office, but it only turned out to be one check. We called, asked Michael from the Service Recovery Team, and he said the others would be expedited. We didn't receive another check until December, and even then, it was only one of them, with still the third remaining. We called once again, and were told the check processing was out of their hands that we needed further assistance from someone else, as our client was becoming upset, and Nokia was ultimately making us look bad.
Eventually, we received the third check in late January, but by then, the first check had become voided after its 90 days were up, and now, Nokia has given us a complete run around, and has passed us on to the Service Recovery Team's supervisor (a young lady by the name of Maru) who has been ducking and dodging me for a month now.
She actually told me that they had now received Nokia 2730's to replace the other ones for me but didn't want to send them because they didn't have boxes, when the original 2730's we sent WERE NOT SENT WITH BOXES TO BEGIN WITH! We agreed and said they'd be fine wihout boxes, we'll take the phones, just do stop-checks on each of the ones that were sent, and everything will be resolved.
She confirmed that we'd receive the phones Friday, February 18, 2011, yet I was not sent any confirmation.
That was about two and a half weeks ago.
I called her the Wednesday of the week before the phones were to be delivered, and she said she'd have everything under control and would call me on the Monday of the week of delivery to reconfirm. She did not call Monday, and the people that work at their office told me she would call back later that same day, which didn't happen. I called her on Wednesday, and got the same response. I called her on the Friday we were supposed to receive the phones, and still nothing. I called about two seperate times last week, and was ignored once again with out a call back. I called today, got the same story, and today, I am fed up!
Everytime I call she's at a closed door meeting and is supposed to be calling me back, but never does.
I AM COMPLETELY FED UP WITH NOKIA.
I have called all of the customer service lines, have been transferred over to the complaint department (which ironically is the same Service Recovery Team who has provided us the poor service yet won't provide me any help thereafter or beyond them), yet I find ABSOLUTELY NO RESOLUTION!
I need to make a direct complaint to someone higher in Nokia and have no idea how! They have completely underminded and ingored our situation and have made us feel irrelevant and unimportant. I want to make a complaint to someone higher in their company, as I have heard of a gentleman by the name of Darren Stewart who is apparently the Manager of Nokia North American Repair Operations, or quite possibly, someone above him, because their set up is ridiculously flawed.
They have provided terrible customer service, and have me in bad standing with my superiors, along with my superiors in bad standing with their client, and tainted our company's name.
DOES ANYONE KNOW WHAT I CAN DO?! ITS BEEN 6 MONTHS AND I STILL HAVE NOT FIGURED ANYTHING OUT WITH THESE PEOPLE?!!?!?!?!!!
Back in August of 2010, my company sent in 3 phones to be repaired for manufactures defects to Nokia. They were 2730's.
About a week later, I received a phone call from a gentleman named Michael from Nokia's Service Recovery Team who informed they didn't have any Nokia 2730's to replace for me, and instead, offered me check reimbursements for the price of each of the phones for my client, which turned out to be $86 each and total of $258.
Time would pass, and I eventually had to call and ask them why it had been a month and our client still hadn't received a single check, and it turned out because for whatever reason, my client had apparently "denied" the check when it made it to their home, but in reality, my client had no recollection of them receiving anything from them.
We later agreed to have the checks sent to our office, but it only turned out to be one check. We called, asked Michael from the Service Recovery Team, and he said the others would be expedited. We didn't receive another check until December, and even then, it was only one of them, with still the third remaining. We called once again, and were told the check processing was out of their hands that we needed further assistance from someone else, as our client was becoming upset, and Nokia was ultimately making us look bad.
Eventually, we received the third check in late January, but by then, the first check had become voided after its 90 days were up, and now, Nokia has given us a complete run around, and has passed us on to the Service Recovery Team's supervisor (a young lady by the name of Maru) who has been ducking and dodging me for a month now.
She actually told me that they had now received Nokia 2730's to replace the other ones for me but didn't want to send them because they didn't have boxes, when the original 2730's we sent WERE NOT SENT WITH BOXES TO BEGIN WITH! We agreed and said they'd be fine wihout boxes, we'll take the phones, just do stop-checks on each of the ones that were sent, and everything will be resolved.
She confirmed that we'd receive the phones Friday, February 18, 2011, yet I was not sent any confirmation.
That was about two and a half weeks ago.
I called her the Wednesday of the week before the phones were to be delivered, and she said she'd have everything under control and would call me on the Monday of the week of delivery to reconfirm. She did not call Monday, and the people that work at their office told me she would call back later that same day, which didn't happen. I called her on Wednesday, and got the same response. I called her on the Friday we were supposed to receive the phones, and still nothing. I called about two seperate times last week, and was ignored once again with out a call back. I called today, got the same story, and today, I am fed up!
Everytime I call she's at a closed door meeting and is supposed to be calling me back, but never does.
I AM COMPLETELY FED UP WITH NOKIA.
I have called all of the customer service lines, have been transferred over to the complaint department (which ironically is the same Service Recovery Team who has provided us the poor service yet won't provide me any help thereafter or beyond them), yet I find ABSOLUTELY NO RESOLUTION!
I need to make a direct complaint to someone higher in Nokia and have no idea how! They have completely underminded and ingored our situation and have made us feel irrelevant and unimportant. I want to make a complaint to someone higher in their company, as I have heard of a gentleman by the name of Darren Stewart who is apparently the Manager of Nokia North American Repair Operations, or quite possibly, someone above him, because their set up is ridiculously flawed.
They have provided terrible customer service, and have me in bad standing with my superiors, along with my superiors in bad standing with their client, and tainted our company's name.
DOES ANYONE KNOW WHAT I CAN DO?! ITS BEEN 6 MONTHS AND I STILL HAVE NOT FIGURED ANYTHING OUT WITH THESE PEOPLE?!!?!?!?!!!