Why I won't be using Nokia again!

Kenneth Listening



Kenneth: Hi, my name is Kenneth. Thank you for contacting Nokia Care Chat. How may I help you?


Kenneth Hi Stephen, how are you doing today?

 Stephen Leather Hi. I have an N95 which has stopped working.

 Stephen Leather I am in Thailand and took it to the Nokia service centre in Bangkok

 Stephen Leather They say they do not have the parts and they cannot repair it.

 Stephen Leather It is only three years old!

Stephen Leather Help!!!!!

 Kenneth I understand that you need assistance with your Nokia N95 that has recently stopped working and I'm glad to assist you with this one.

 Kenneth May I know if the phone is still turning on?

 Stephen Leather Thanks. The phone will not turn on when you slide it open.

 Stephen Leather Sometimes you can power it by pressing the screen.

 Stephen Leather All the data seems to be there still.

 Stephen Leather It seems to be a problem with the slider.

 Stephen Leather I am in London next week. Can it be fixed there?

 Kenneth I understand, I would like to inform you that Nokia does not have an international warranty and if you'll take it to a repair centre in London, please note that charges may apply.

 Kenneth May I know if you have already talked to the local support group of Nokia in your country? 

Stephen Leather Money isn't the issue. I want my phone to work. The phone was sent to the Nokia Service centre in Bangkok and they say they cannot repair it because they do not have the parts. 

Stephen Leather I have to say that I fail to see why Nokia in Bangkok does not carry the parts to fix a three-year-old phone. :-(

 Kenneth Please understand that if you'll take it to the repair centre in London it is still subject for assessment and we will still check on the availability of the parts.

 Kenneth I'm sure that repair centre will do there best to help you out to repair it but we will still have to check on it and see if the parts that we need on the phone is still available.

 Stephen Leather And presumably I will have to pay for the assessment in London, or is that free? 

Kenneth There is a big chance that assessment fee will also apply specially that your device is from another country.

 Stephen Leather But that is not fair. I have already paid 400 baht (£8) in Thailand to be told that it can't be fixed. I don't see that I should pay more money if there's a chance that you can't fix it.

 Stephen Leather The phone is only three years old.

 Stephen Leather How much is the assessment fee in London?

 Kenneth Please understand that Nokia does not have an international warranty that is why it is recommended to check on your local Nokia Authorise repair centres first some charge for 20 pounds just for the assessment.

 Stephen Leather I bought it in Thailand but now they say they cannot repair it in Thailand! How can they not have the parts for a three year old phone? I don't understand! :-(

 Kenneth Have you already tried a third party repair centre in your area?

 Kenneth We want to help you with your case but the concern is that you are from Thailand and we are not aware of the process for repair in your country.

 Stephen Leather Why would they be able to fix it if the Nokia Service centre cannot?

 Stephen Leather I am not from Thailand, Kenneth. I am English.

 Stephen Leather But I am dealing with the Nokia Service Centre in Bangkok. They are not very helpful! :-(

 Kenneth I understand but the problem is that you have purchased the phone in Thailand.

 Kenneth And Nokia has the limitation to fix handset from another country.

 Stephen Leather I know! When my Nokia N95 stopped working I bought a Samsung Galaxy Pocket phone. The GT-S5300 model. It only cost 5,000 baht, about £100.

 Stephen Leather It is a really good phone. But I want my N95 working again!

 Stephen Leather What can I do to get my N95 working again?

 Kenneth I can only recommend visiting a third party repair centre in Thailand and see if there is something that they can do about your case. That's is the best thing I can recommend for now since Nokia Service Centre in Bangkok can't help you with this one.

 Kenneth Please understand that we really need to follow process for every country.

 Stephen Leather But I am flying to London next week. So I will need to get it fixed there. I will not be in Bangkok.

 Kenneth I understand. In that case, you can send it to a third party repair centre for assessment and hopefully there will be an available part for your Nokia N95.

 Kenneth Once you reach London, please do not hesitate to contact us back and we will recommend a repair centre near your area.

 Stephen Leather I do not understand why Nokia in Thailand cannot fix a Nokia phone.

 Kenneth I am not sure also why they can't fix it. But I'll take note of the information as a feedback.

 Stephen Leather Maybe I will forget about Nokia and stick with Samsung. Do you know about the Samsung Galaxy Pocket? It is a very good phone.

 Kenneth I understand how you feel about this and we want to help you with this one but since the device was purchase from Thailand it is best to get in touch first with Nokia Thailand and if you'll be back in London, please have it checked by repair centre in London and hopefully they can have it checked.

 Stephen Leather I did talk to Nokia in Thailand, Kenneth. They say they can't fix it even though it is only three years old. I am sure that Samsung would be able to fix their phone if it went wrong. What do you think?

 Kenneth I am sorry but I'm not aware how the warranty goes for Samsung.

 Stephen Leather And I do like the Samsung Galaxy Pocket, It does not slide and I think it is the slide on the N95 that has caused the problem. Actually I think it is a much better phone than the N95. What sort of phone do you have, Kenneth?

 Kenneth In United Kingdom the available phones are posted on this link:

http://www.nokia.com/gb-en/products/all-products/

 Stephen Leather I know but other than the N95 there isn't really a Nokia phone that I want. If I can't get my N95 working then I would rather use my Samsung Galaxy Pocket and then Nokia will have lost a customer. For ever!

 Stephen Leather Nokia doesn't want to lose me as a customer, does it?

 Kenneth I understand your concern but please understand that you have deal with Nokia Thailand and we are not aware of the process on that country. If you have purchase the handset in United Kingdom, we can recommend that you send it to repair centre and I'm sure that the repair centres will do there best to have your device fixed.

 Stephen Leather Where is the repair centre in London?

 Kenneth Please use this link to locate the repair centres in London:

http://www.nokia.com/gb-en/support/contact/care-point-finder/

 Stephen Leather Do you think they will be able to repair my N95, Kenneth?

 Kenneth I'm not sure since the device was purchase from Thailand but there is a contact number found on the link that I've provided and you may want to enquire to them first before you send the phone for repair.

 Kenneth I'm sure that they will still attempt to repair the device.

 Stephen Leather Do you use a Nokia phone, Kenneth?

 Kenneth Yes.

 Stephen Leather I guess Nokia will fix yours if it breaks! It is just a pity that they won't fix mine :-( 

Stephen Leather I am very sad :-( It cost a lot of money and I have only had it for three years!

 Stephen Leather I have had many Nokia phones over the years. But this experience has made my think twice about buying another Nokia.

 Kenneth I understand how you feel but please understand that we have a process to follow in United Kingdom. You can still send it to our repair centre and I'm sure that the repair centre technicians will do there best to have it assess.

 Kenneth If you want I can give you the repair centre number of Nokia in United Kingdom that would be the main repair centre and once you reach London, please call the number and enquire what can be done to your phone.

 Kenneth Please take note of this contact number and that would be 01842 768061 – Operating hours 900 – 1730 UK Time.

 Stephen Leather I think I will probably just continue to use my Samsung Galaxy Pocket phone. It is a very nice phone. I can recommend it to you! It looks great and the battery lasts a long time. And there is no slider to break!

 Stephen Leather Thank you for all your help Kenneth!

Stephen Leather Good bye!

 Kenneth If there will be no other concern, thank you for using Nokia Care Chat and have a nice day. Cheers.