Nokia E71
Pathetic Service

I have spoken to 4 customer service executives today, 23rd Feb. The names of the executives are Pramod, Rashmi, Jaswinder and Rashmi.

My issue:

Since 18th Feb I am unable to receive any emails on Nokia Messaging. I called on 23rd Feb to discuss this. Here are my observations:

1) Each one of them gave me different responses to my issue.

2) Pramod said there is no server issue and that I have to wait until the evening for issue to be resolved. And that the issue will get resolved on its own.

3) Upon no solution until evening, I called up the toll free no again and this time spoke to Rashmi. Rashmi said that there is a problem with nokia server. It has been down for the last few days. And that I have to delete the email set up from Aps Manager and then login to www.email.nokia.com and download the latest version. Rashmi was on the call with me while I downloaded the latest version. After installation of the new version, I was told to follow the steps of configuring my primary email account. While doing it, it was found that it was only giving me the option to set up the email on 'messaging' and NOT under 'nokia email messaging service'. I was told to try that several times by Rashmi and so I did. However it did not happen and while she went to consult her seniors the call got disconnected

4) Then I called back again and this time spoke to Jaswinder. This guy was not willing to help at all and clearly disconnected my call

5) So I had to call again, this is for the fourth time in less than 10 hours on the same day..and this time I told the receiver that I would like to speak to the supervisor however she said she'll be in a position to help. The agent is Priya. She tried to help me by taking me to www.nokia.co.in site and showed me the procedures. Then I told her that the option to configure the email account on nokia messaging service was not prompted. She kept on putting me on hold to find a solution however nothing helped and after a long time she told me that a technical team will contact me within the next 7 days!!! 7 days for an issue like this??? I told her again that I want to speak to a supervisor. However she said that supervisors are not available. Kindly note. No contact centre can have no supervisors even during high call volume hours..!! Clearly shows that nokia did not have an answer to this problem. After asking for an explanation

why this problem arose she mentioned that the new version is faulty. This means that a faulty application was launched in the market without any UAT???

Finally after a lot of push, Priya mentioned that I will be contacted within the next 48 hours!!! I still do not have a solution..!!

My Questions:

- How can supervisors not be available?

- How can an application be launched in the market without any testing / UAT??

- What is the difference between a Rs - worth Nokia phone and a Nokia E71 if I cannot use the email services??

- If you call E71 a business phone how can you give an SLA of 7 days for a call back and solution??? Are business people supposed to sit and wait for Nokia to get a little active???

Honest Feedback:

- I have been using Nokia for the last 15 years and this is the first time I am facing this issue. And this issue will remain in my mind to the extent that I will think twice before buying a Nokia phone the next time

- Dont you think people like me would rather buy Blackberry than buying a business phone from Nokia if this is the kind of service provided??? Do note that each service provider in India has a separate Blackberry service desk to handle and resolve customer issues online. Nokia has a long way to go.

This has been a disgusting experience and it is sad that Nokia inspite of having great ambasadors to promote the product can do nothing at all if this is the service provided!!!

Maitrayee Barthaku

Company: Nokia E71
Country: India

  <     >