Mijn Klacht:

Sinds oktober 2023 ben ik met Nokia support aan het stoeien om mijn telefoon gerepareerd en uiteindelijk vervangen te krijgen, en tot de dag van vandaag (februari 2024) heb ik nog geen werkende telefoon van ze ontvangen.

Ze gaven generieke tips om dingen op te lossen, die niet altijd aansloten bij de betreffende smartphone. Regelmatig ging er iets mis in het proces. Ook werd mij een aantal keer gevraagd om informatie aan te leveren die ik eerder in het proces allang had aangeleverd. Ik had te maken met verschillende mail adressen en verschillende partijen die onderling geen afstemming leken te hebben. Zeer frustrerend.

Door alle resets, het opnieuw installeren en opnieuw verzenden, heb hier veel te veel tijd in moeten investeren en was ik mijn vertrouwen in het product allang verloren. Toen mij na de zoveelste fout ook nog eens gevraagd werd om wéér mijn gegevens aan te leveren, heb ik ze gemeld dat als ik nog één actie zou moeten uitvoeren om mijn telefoon werkend terug te krijgen, dat ze deze mochten houden en dat ik onze communicatie historie online zou plaatsen om de wereld te laten zien hoe klantonvriendelijk deze klantenservice is.

Je zult lezen dat er aan het begin goed werd meegedacht, maar dat het reparatie- en vervangproces zo tenenkrommend inefficient is, dat je bijna niet kan geloven dat het hier om Nokia gaat.

————————-
—- Oct 19 2023 —-

Dear J,
​
Welcome back to Nokia Mobile Care,
​
Thank you for contacting us, my name is Angie and I will be assisting you this time. I deeply apologize for the inconveniences with your Nokia device, in this case I will provide you with some troubleshooting steps in order to resolve the issue, but in case nothing works I strongly recommend you to try with a factory reset.
​
Please follow the next steps:
​(5 things to try…)
​
Then please try a Soft Reset:
(…)

If you have further questions or face any difficulties, please contact us at your convenience. We will be very happy to assist you.

Best regards,
Nokia Mobile Care

—- Oct 20 2023 —-

Good evening,

The suggested steps fixed most of my problems but the phone keeps restarting at random. I’m using it as my alarm clock so this is a real issue for me. Amy suggestions? Thanks again.

Best regards,
J. Rutten

—- Oct 20 2023 —-

Hello J,

Welcome back to Nokia Mobile Care. Thanks for trusting at our products and services.
​
Thank you for the information we appreciate it.

As recommendation you can try the next and check if the issue still persist:

(2 things to try…)

Also you can try:

(14 things to try…)

If you have any other questions, please let us know, we will be more than glad to assist you further.

Best regards

Nokia Mobile Care

—- Oct 22 2023 —-

Good afternoon,

I followed the steps.
Some apps have a different name on my device.
Two apps seem to be missing so I skipped them: Call management SIM application manager

In the end the reboot problem persists. What’s next?

Best regards,
J. Rutten

—- Oct 22 2023 —-

Dear J,

Welcome back to Nokia Mobile Care, my name is Martha. Thanks for trusting at our products and services. I will do my best to assist you!

I understand this is important for you, in this case, If the steps you have tried do not work, we suggest you try a factory reset on your device. It is not entirely possible for us to say whether this is going to be the definitive solution, but it is necessary to test to determine what other path exists.

Please note that a hard reset will completely erase all data, settings, and content on your smartphone, returning you to original factory settings. We strongly recommend that you backup your device before restarting it.

(…)

I hope this information will help you to resolve your inquiry​.

If you are experiencing any more difficulties with your Nokia, we would appreciate you sending more detailed feedback about your encountered situation. We apologize for any inconvenience and appreciate your cooperation in order to resolve any problems with our devices.

Thank you so much for preferring Nokia Mobile Phones, have a great day.
Nokia Mobile Care.

—- Oct 29 2023 —-

Good morning,

Unfortunately the hard reset did not work. It seemed to have solved all problems for half a day, but at some point the spontaneous reboots and failing SIM cards started acting up again.

I believe it is time to send it in for repair. As this is the second time, perhaps it is best to provide a replacement instead of a fix.

Hoping to receive the next steps from you. Thanks again.

Best regards,
J. Rutten

—- Oct 29 2023 —-

Hi J,
​
​Welcome to Nokia Mobile Care. Thanks for trusting at our products and services.

I completely understand how important is this situation with your device and I will be glad to assist you with this.
​
In this case in order to send the device we should follow the next process, as soon as the care center receives it they will contact you and let you know all the information.

(…)

I am positive this information suits you well, please do not hesitate to let me know if you have an additional inquiry, I would be more than glad to help.

Best regards,
Nokia Mobile Care

—- Oct 30 2023 —-

Good evening,

I’ve sent in my repair request more than 30 minutes ago. I believe the website stated that I would receive an e-mail (this address) with return instructions, but I haven’t received anything yet, also not as spam. Could you please check with HMD?

PS. It looks like HMD has updated their website, because the steps you describe are in the wrong order.

Best regards,
J. Rutten

—- Oct 30 2023 —-

Dear J,
​
Welcome back to Nokia Mobile Care, I hope you are doing great! Thanks for trusting our products and services.

We are really sorry about the inconvenience you have been facing with your Nokia device. In this case, as you have already created the order today, between today night and tomorrow, you will be able to get the proper information to send the device to the care center.

We are looking forward to your response!

You can reach us via live chat 24/7. The live technical support channel is easily accessible from the support application of your Nokia smartphone and from your PC, at https://www.nokia.com/en_int/phones/supportcontact-us.

English support is available 24/7

Best regards,
Nokia Mobile Care

—- Oct 31 2023 —-

Hi,

You have initiated a ticket on the Nokia website to collect a defective product in service.

To be able to place the order and the courier comes to pick up your device- please help us with the valid phone number:

496008NOK
(…)
Nokia G21 DS

Best regards,
Silvia

Regards,
CustomerCare
CTDI

—- Oct 31 2023 —-

Good afternoon,

This field was not mandatory so I left it empty.
My phone number is (…)

Best regards,
J. Rutten

—- Oct 31 2023 —-

Good afternoon,

I have received the shipping information. Problem solved.

Best regards,
J. Rutten

—- Oct 31 2023 —-

Dear J. Rutten

Thank you for your reply.

I am really happy that the issue is now solve and that you will soon get your device repaired.

If you have any further questions, please do not hesitate to contact us.

Kind regards,
Nicky
HMD Support

—- Nov 7 2023 —-

Good evening,

After issuing the repair order496008NOK, DHL came by the next day (Wednesday) to collect my phone. I wasn’t expecting that so soon and I had not prepared it to be shipped. The delivery persoon told me that I would probably receive a mail with instructions to send it in once more. Since I did not receive any mail, I have sent a mail myself on Friday to the mail addresses that sent me the instructions (…). Unfortunately they are not responding to my mail. What now?

Looking forward to hear from you. Thanks again!

Best regards,
J. Rutten

—- Nov 8 2023 —-

Dear J,

Welcome back to HMD Support. Thank you for trusting in our products and services.

We really apologize for this inconvenience when trying to send the phone to our location. In this case, we would like to recommend you to contact DHL directly to reschedule a pick-up or validate additional options they may have. You can find the contact information the next link: https://www.dhl.com/nl-en/home/customer-service.html:~:text%2B31%2088%20374%206900

Also, can you help us once again your order number and the Tracking number from DHL? In the ation e-mail, you must have received the order number, and in a separate e-mail, you may have received the tracking number.

We are looking forward to your response!

Best regards,
HMD Support

—- Nov 18 2023 —-

Dear J,
​
Welcome back to Nokia Mobile Care, I hope you are doing great! Thanks for trusting our products and services.

We are really sorry about the inconvenience you have been facing with your Nokia device. In this case, as you have already created the order today, between today night and tomorrow, you will be able to get the proper information to send the device to the care center.

We are looking forward to your response!

You can reach us via live chat 24/7. The live technical support channel is easily accessible from the support application of your Nokia smartphone and from your PC, at https://www.nokia.com/en_int/phones/supportcontact-us.

English support is available 24/7

Best regards,
Nokia Mobile Care

—- Nov 18 2023 —-

Dear J,

Thank you for your response!

I’m deeply sorry to note that this uncomfortable situation has arisen when with our Nokia products. Rest assured, this is not what you deserve and this is not the experience I want you to have.

May I ask you from where and when did you bought the device?
​
Refund is possible only 14 days after buying the device. The device can be Swapped,but after 3 times unsuccessful repair for the same issue.
​
I’m kindly awaiting for your response!
​
If you have further questions, please do not hesitate to contact me! I will be glad to assist you!

Best Regards,
Sara
HMD Support

—- Nov 20 2023 —-

Good evening,

In that case I have to send it in for repair again. Two questions:

1. What will the repair service do differently than the first two attempts, that would possibly fix the issue?
2. Could you once more share the link to request the repair?

Thank you.

Best regards,
J. Rutten

—- Nov 20 2023 —-

Dear J,

Welcome to HMD Support. Thanks for trusting our products and services.

We are really sorry about your inconvenience and we understand that this issue can be very frustrating. We will do our best to help you with this situation.

Thank you so much for your reply, in this case, the technicians will do their best to fix your device keep in mind the device can be Swapped, but after 3 times unsuccessful repairs for the same issue.
​
In this email, you will find the steps you will need to follow to repair

(…)
​
If you have more questions do not hesitate to contact us again
​
You can also reach us via Chat services. Our English support is available 24/7.

Best regards,
HMD Support

—- Dec 7 2023 —-

Good afternoon,

The third Repair attempt did not fix any problems. What’s next?

Thank you and kind regards,
J. Rutten

—- Dec 7 2023 —-

Dear J,

Welcome back to HMD Support,
​
Thank you for your response and please receive our apologies for the inconveniences with your Nokia G21, in this case since you have sent the device 3 times to the care center for the same issue, the next step is to send the device once again for you to receive a replacement, this time it won’t be repaired, it will be replaced, we deeply sorry for all the issues caused.

If you have further questions or face any difficulties, please contact us at your convenience. We will be very happy to assist you.

Best Regards,
HMD Support

—- Dec 22 2023 —-

Good afternoon,

It looks like I’ve received the same phone that had been repaired three times before. I have mentioned in the repair request that it was the fourth time for the same issue, but looks like it didn’t make a difference.

I have now invested so much time in this phone that I would simply like to get a refund to buy a different brand.

Hoping to hear the possibilities. Thanks again.

Best regards,
J. Rutten

—- Dec 22 2023 —-

Dear J,

Thank you for reaching again HMD Support, Thanks for trusting at our products and services.

We apologize for the inconvenient with the device.

Unfortunately, is not possible to perform a refund

The recommendation it will be to send again the device with the technicians, explaining that unfortunately, the issue persisted after sending the device multiple times (as well please attach the repair order numbers)

In order for the technicians, to be able to check further into the issue, and help you out.

Once again, we apologize for the inconvenient.

Please fulfill the information on the link below, to be able to send the device again
https://hmdglobal.ctdi.eu/home

We will be waiting for your answer.

If you have more questions, please feel free to contact us again, and we will be more than glad to assist you.

Best Regards.

HMD Support

—- Dec 22 2023 —-

Good evening,

The technicians don’t need to check further into the issue. I just want a different phone, as stated in your policy, and was agreed upon earlier.

This is the first time I read about attaching repair numbers. The way this process is handled is not customer friendly at all. This thing feels like MY problem and it shouldn’t be.

How about this:
I will send in the phone once more. I will not select any defects but only add a comment that it has been repaired 4 times and a replacement has to be sent. If you could make sure it is done right this time, that would be great.

Best regards,
J. Rutten

—- Dec 22 2023 —-

Dear J,

We are really sorry about your inconvenience and we understand that this issue can be very frustrating. We will do our best to help you with this situation.

In order to provide you with the best assistance, we will need some additional information regarding your device and the issue you are experiencing:

As you sent the device three times we need you to send us the three repair order numbers so you can apply for a swap, keep in mind this will be possible if you send the device for repair with us.

We are looking forward to your response!

You can also reach us via Chat services. Our English support is available 24/7.

Best regards,
HMD Support

—- Dec 25 2023 —-

Good afternoon,

I have been browsing through my mails, and I found the following order numbers.

1688671325052 – from [email protected] (Nokia Mobile Care) 2023-07-06
496008NOK – from [email protected] 2023-10-31
496009NOK – from [email protected] 2023-10-31
496913NOK – from [email protected] 2023-11-20
498340NOK – from [email protected] 2023-12-13

I have requested another ‘repair’ in which I clearly stated that the phone should NOT be repaired but swapped for a replacement device. In the request I have also listed the repair order numbers above.

The new order number is 498727NOK
PLEASE MAKE SURE IT IS ACTUALLY SWAPPED FOR A DIFFERENT DEVICE THIS TIME.

Thank you and best regards,
J. Rutten

—- Dec 25 2023 —-

Hello J,

Welcome back to HMD Support.

Thanks for trusting our products and services.

Before moving on, we would like to offer again our sincere apologies for everything you have been going through with this situation.

We would like to deeply apologize for this unexpected delay. So far, we want to let you know that your case is being escalated to our specialized team, under ticket number 3322561. The appropriate department in charge will step in to provide you with further information as soon as they can. We understand this is extremely important for you, but since we are currently unable to specify an approximate time frame for them to reply with an answer, please stay tuned to your email address (both Inbox and Spam Box) as they will be contacting you back over email notifications to make sure you can get more details regarding your case.

We deeply appreciate your time and patience. We also understand how frustrating this situation might be. For sure, this is not what you deserve.

We thank you for contacting us. Remember that if you have any other doubts, please do not hesitate and contact us again by replying to this email.

Best regards,
HMD Support

—- Jan 2 2024 —-

Dear J,

Welcome back to HMD Support

We totally see the importance of getting the most out of our phones and we understand the importance of having accurate and reliable information regarding our services.

We appreciate the time you took to communicate your situation to us. To assist you with the situation experienced, related to a Nokia G21 being sent 3 times in a row without getting a working device, we will need the next information:

1. Full Name
2. Phone number
3. Full Shipping Address

We will await your reply as this information is crucial to continue with the process. If you have further questions, please do not hesitate to contact us. Have a nice day.

Best regards,
HMD Support.

—- Jan 3 2024 —-

Good afternoon,

Your process is seriously flawed and customer unfriendly. I have already provided this information before. Even with THIS repair request! It is unbelievable how much time it costs me to make use of the guarantee on my phone.

1. Full Name
(…)

2. Phone number
(…)

3. Full Shipping Address
(…)

Please make sure I receive a working replacement device this time. If I’m asked to take action one more time, you can keep the phone and I will publish our communication history since October to show the world how ridiculous your customer service is.

Thank you and best regards,
J. Rutten

—- Jan 4 2024 —-

Dear J,

Welcome back to HMD Support

We totally see the importance of getting the most out of our phones and we understand the importance of having accurate and reliable information regarding our services.

Thanks for the time you took to communicate your situation and for providing us with the information requested. Rest assured, the case is under evaluation and we are looking for the best way to resolve this situation. We suggest you check your email periodically to receive the latest news.

If you have further inquiries, please do not hesitate to contact us again. Have a nice day.

Best regards,
HMD Support

Gewenste Oplossing:

Aangezien ik alle vertrouwen in het product en de fabrikant heb verloren, zou ik graag het aanschafbedrag van 132 euro teruggestort willen krijgen.