Keywords: Nokia, 6280, poor, customer service, careline
Nokia 6280 is the phone with many bugs. Hence having no idea when is the new firmware going to release to fix the bugs, I e-mailed Nokia Singapore.
From: adam.zhang@***.com
Sent: 23/11/2006 20:43:11
To: ext-custservice@nokia.com
Subject: subject.[Salutations:Mr.]
[FirstName:Adam]
[LastName:Zhang]
[Gender:M]
[Email:adam.zhang@***.com]
[CountryCode:+65]
[Country:Singapore]
[MobilePhone:+659*******]
[Model:Nokia_6280]
[Imei:35*************]
[State:Singapore]
[Postal:6*****]
[Feedback:Hi, as we all know the firmware v03.81 for Nokia 6280 have bugs like not able to add new words to the messege dictionary.I found another problem just now when I try to read new sms in the inbox, an error occured and I was not able to open the inbox. There were 204 sms in my inbox so I guess that’s the cause of the problem. Everything is ok now after I restart my phone and clear my inbox. Although I seldom have 204 sms in my inbox, I believe it’s still a bug afterall.
Ok my question now is that are there any latest firmware for Nokia 6280 that I can update?
Thank you.]
I did get a respons from them the next day, within the 48 hours they claimed.
However, read the email carefully, does it look like something that they are using to answer all kinds of problems?
ext-custservice@nokia.com
Subject: Nokia - Adam Zhang - Product feedback [THREAD ID:2-1WL05Y] [T20061123005KS010Z599138]
Dear Mr. Zhang,
Thank you for emailing Nokia Careline.
We are sorry that you are facing issues with your Nokia 6280.
We suggest that you try a different SIM card in the phone. This will determine if the issue lies with the SIM card, network provider or the phone. If it is a SIM card or network issue, please call your service provider. If it is a phone issue, please take the phone to be assessed at a Nokia Authorised Service Centre with the warranty card. The service centre will advise you further once the phone is booked in.
Please refer to http://www.nokia-asia.com/nokia/0,,32996,00.html for the nearest outlet to you.
For further assistance, please contact the Nokia Singapore Helpdesk between the hours of 08:30 - 00:00. The helpdesk is operational seven days a week, 365 days a year.
You can contact our Technical Support Executives on:
Singapore Careline number: 6822 8888
Thank you for your continuing support.
Please help us improve our services by completing the Nokia E-mail Satisfaction Survey from the following link: www.nokia.com.sg/caresurveys
Kind regards,
Aida Marie
Nokia Careline
What is not being able to read new sms sent to my phone got to do with my SIM card? And I already told them this might be a issue related to having too many sms in my inbox. Do they expect me to call Singtel for this problem? Sounds retarded.
I wonder if that is a standard email that everytime they just change the name and model number and send to everyone. Maybe I should try, using another email account and raise another problem of some other models, and see what’s the problem with them. But for now, I shall just shoot back at them.
From: adam.zhang@***.com
Sent: 24/11/2006 13:38:13
To: ext-custservice@nokia.com
Subject: Nokia - Adam Zhang - Product feedback
Dear Aida Marie,
I thank you for your reply. However I am not satisfied with your answer.
All that I am asking is that whether there is a firmware update for Nokia 6280 which is newer than v03.81. You mentioned a lot in your email, but did not answer my question at all. I even wonder if you have read through my email.
I hope this is not a standard e-mail that Nokia use to answer all kinds of questions, or even worse, just an auto-reply which is computer generated. If that is the case, I don’t see the point of asking people to e-mail Nokia, you might as well post this e-mail on the Nokia website.
I am still looking forward for an answer to the firmware issue.
Regards,
Adam
Good, finally they are using human to reply customer complains, at least I hope he/she is. However, other than the first paragraph, they rest are still rather similar to something I got in the first e-mail.
Orh… let it be.
Dear Mr. Zhang,
Thank you for emailing Nokia Careline.
In response to your e-mail, we do apologise if our previous correspondence did not answer your query. Kindly be informed that we do not have access to information pertaining to the release of new firmware. The Authorised Nokia Service Centres would be the first point to have access to such information.
Kindly log on to: http://www.nokia.com.sg/nokia/0,,36406,00.html for location and contact details of a service centre convenient to you.
For further assistance, please contact the Nokia Singapore Helpdesk between the hours of 08:30 - 00:00.
The helpdesk is operational seven days a week, 365 days a year.
You can contact our Technical Support Executives on:
Singapore Careline number : 6822 8888
Thank you for your continuing support.
Please help us improve our services by completing the Nokia E-mail Satisfaction Survey from the following link: http://www.nokia.com.sg/caresurveys
Kind regards,
Prashanth S
Nokia Careline
