Man buys Nokia, Nokia doesn’t work, Man wants replacement, Nokia says no, Man sues Nokia, Man Wins
By Stefan Constantinescu on Monday, February 25th, 2008 at 6:01 PM PST In Nokia
Nokia isn’t known for their customer care and I wonder how much higher their 40% market share would be if they only cared more about their users, but a man in Singapore had enough of getting the reach around that he sued Nokia (NYSE: NOK).
Nokia never showed up to court so he went to their Singapore headquarters, they still refused to cough up the dough or fix his handset, man comes back with an officer, he gets what he wanted.
Is all this bad press worth $1,018.43? I mean seriously, this one guy who had the balls and patience to stand up to a multibillion dollar multinational company over a faulty product, while most other people would have just given up, has tarnished Nokia’s name in Singapore and the world really.
I was just having this conversation with a few Nokia friends at a bar in Tampere less than 6 hours ago. Lenovo (OTCPK: LNVGY) replaced my old ThinkPad X40’s motherboard even though I was 2 months out of warranty, Samsung replaced the engine inside my DLP HDTV back in the states even though I was out of warranty by between 1 to 2 months, a pair of Koss headphones I only use when working out finally kicked the bucket after nearly 4 years of use, one email later and they asked me for an address to ship a new set. These experiences build loyalty, I doubt this guy is going to buy a Nokia again, which isn’t really a shame, the sad part is he is going to tell all of his friends this story.
[Via: Gizmodo]
I’ve seen this story on a few other sites, but you raise some good points Stefan. I believe the man’s phone was worth under $400, but since he escalated the issue, it ended up costing them more than $1000 and a boat-load of negative PR. Between this incident and the Germany fiasco, Nokia isn’t really winning any popularity contests. And I doubt they even care. They know most people will still buy their devices.
I love Nokia devices, but, speaking from someone who has their device (N95-3) in a repair center in the states, their service is probably the worst I have ever experienced. I seriously consider not buying their products after I see how often they want to take a leak on people -
And a new customer for Sony Ericsson, I guess. I wonder how many users Nokia has lost thanks to its Care Centers.
Could it be that Nokia Singapore acted on there own, not refelecting the formal policy of Nokia…
I’m not taking sides here, just wondering..
the service level from the senior vice president Mr Tapani
http://forum.omy.sg/showpost.php?p=61964&postcount=11
http://forum.omy.sg/showthread.php?s=c30d9508637123ba389aa17a7933205f&t=2120&page=2
“a man in Singapore had enough of getting the reach around”
Uh.. I think you mean “run around”
Nokia E-50 with a Hole.
I have a Nokia E-50 with a hole on top of the Phone.
the poor qulaity flab/sticker has silent dropped itself out
Hi Stefan,
FYI, its a lady who kicked Nokia’s butt. Tells you something about the ladies here in Singapore.