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Inside History of the Nokia mobile phone service repair, how much profit suffered criticism – Nokia, mobile phone repair, Inside Story – Communications
Warming does not slow the global economy of Nokia mobile phone business fell, Nokia smart phones to weakness is welcomed in the history of one of the coldest quarter. However, addressing the problems of Nokia, the number of Nokia mobile phone users feel more depressed, if the repair of Nokia, had to face down the offer prices, shoddy work, avoid responsibility, commitment null and void and so many traps, and the worst.
Nokia mentioned, many people think that this is a global mobile phone market for many years to keep the "big brother" state of well known companies. However, long-edge position in the market for Nokia in the subtle form of "arrogant Knoop" especially their customer service system, has made a lot of Chinese consumers in the actual repair is intolerable.
High rate of reported position Hangzhou Jing not long ago because of public water for the mobile phone 266 Fengqi Road, Hangzhou, Nokia customer service center to ask for treatment. Service phone on the counter window, Ho was told that there are two components damaged, need to spend 260 yuan, 280 yuan more for a total of 540 before that can replace normal use, and must be repaired immediately, otherwise it will not repair. As the supply is too high, Zi Jing He rejected the maintenance requirements, mobile home to sun drying. On the third day, when he opened the phone again, even to find all the regular phones, the cell no matter which offers normally only available in the maintenance period to the point of mobile phone screen will open with a dot of ash.
Xian Liu bought earlier this year, a Nokia 6210, only spent a few days, the navigation keys on the apparent collapse of the paint off, less than two months the navigation key has basically lost all the paint. And when browsing the web using a mobile phone, the navigation keys on the right a rest. May 13, 2009, when Mr. Liu to the local Nokia Repair Service Center, who was a customer service "mobile phone does not look covered by guarantee ", he refused.
Miss Zhang in Nanjing in July NokiaN95 buy a phone, find mobile phone battery standby time in order to shorten the day, 6 days from the initial to the next 3 days. Miss Zhao Sell Business are changing the requirements, the service personnel said that Nokia maintenance organizations designated test reports. Nokia authorized service center, Ms. Chang is the replacement of the card to prove the problem battery. However, after negotiation with vendors, but said sales of mobile phone vendors have more than 15 days aging, repair outlets in the test report is invalid. An excuse to avoid responsibility for it's amazing.
similar incidents is not chance, according to journalists in Beijing, Jiangsu and maintenance of networks of real Nokia survey found that current users of the Nokia service in general is not satisfied with the dissatisfaction of their service mainly in the following areas: first, offer little realistic, no appointments dress uniform and maintenance costs unbearable for customers, secondly, poor service, maintenance, professional quality is not high; Third, the warranty conditions are too strict, many of the provisions of the warranty is king; opaque quarter maintenance process, the user is difficult to understand the actual results maintenance, the fifth, the customer service personnel to avoid their responsibility, can not fulfill its commitment to customer service. Nokia Jorma Ollila, chairman told media
said: "When the customer service to quickly respond to user demand, which is quality." And this has become the problem of consumer complaints, Nokia. When consumers in the network of Nokia mobile phone to keep their own, they often find confusing quotes shortcuts and avoid responsibility, commitment null and void, cheating customers of the many traps one can say that it is very difficult to detect.
hard pitfalls to avoid the official website of Nokia, we can see that, "Nokia has created a large customer network and innovative service center customer experience, service site personalized support, and a telephone line customer service professional, dedicated to end customers diversified services to all, create a consumer experience circulation. "However, through research, the reporter found," The professional approach, wholehearted service "Nokia has always claimed that the purpose of serving, it seems that only remain in the theory. The reality is that the after-sales service of Nokia profits each year to a significant contribution. Many consumers believe that the Nokia service is primarily to make money, and the benefits very large, or even to make money for any medium.
Zhang Yang (pseudonym) is a veteran mobile service engineers, from February 2007, the company Nokia was a prefecture-level city Jiangsu in the authorization of a special network service qualification. Zhang Yang told reporters, "a Nokia Authorized Service Station is not easy requires major investment principles, equipment and manpower, decoration stores entries including contributions, maintenance of relationships. Therefore, once received special maintenance skills, we will recover the cost of natural things as a primary consideration. "A source told press, while receiving service authorization approved by Nokia, at least you can earn 500,000 yuan a year, including more than 200 million to 3 million yuan.
Zhang Yang said journalists, the warranty period, the mobile phone, Nokia will provide parts free of charge, while a small number of stations to provide labor costs. But to preserve the business, including the maintenance station can not meet basic salaries. To make money, mainly based in warranty repairs outside the mobile phone business. His workers in general repair station must give each service task maintenance tasks, and pay the premiums, so that staff time in handling the issue of mobile phones if you can find traces of man-made, including if the problems of failure and the phone has nothing to do, is this reason that the phone will never be able to enjoy free warranty service and customer due to their own lack of understanding on the phone, often with nothing. About the Author
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