OUTRAGEOUS SERVICE STANDARD FROM A REPUTABLE COMPANY

I had send in my N6111 handset for repair on 8June2007 to Nokia CARE Centre Causeway Point. (tracking number:CWPA 137103-001) On the receipt, it was stated that I could collect my phone the next day on 10June2007 after 3pm.The staff who was serving me then also told me that if there is any delay, NOKIA would call me to inform me about it. Receiving no calls from Nokia, I reached Nokia CARE Centre Causeway Point on 9 June at around 5pm. At the reception, I was then being informed that my handset was not ready for collection. Due to the condition not abled to be handled by the Care Centre side, they have sent my handset to the head quarter for diagnosis. 1) Nokia has failed to inform me regarding the delay resulting in me wasting my time travelling to Causeway point.

Feeling disappointed, I called up Nokia Careline wanting to feedback this incident. However, I was informed by the CSO on the other end of the call,that Nokia Careline does not take in feedback. In the event that I would really want to feedback, I have 2 choices. One, to go back to the Care Centre and feedback to the Centre Manager directly. Second option is to send in an email. I chose the second option. On 10June2007, I wrote in but I was not able to find the email address from the Nokia Web site,so, I called in to Nokia Care line again to ask for the email. This time, this CSO informed me that actually they can take in feedback. 2) Discrepancy between information relayed to customers.

I informed him about what had happened and had requested for someone to call me back to give me a satisfactory reply.This CSO told me that he would escalate my feedback and I would receive a call within 48 hours.(reference no: 2-176761236) Concurrently I sent in a feedback via a link from Nokia Web site also requesting for someone to call me back regarding this incident.
I was dumbfounded when I did not receive any call after 72hours. Is Nokia ignoring her customers' feedback? 3) Nokia failed to delivery what was promised.

I called Nokia Careline again on 13 June 2007 at around 3pm. The lady who answered my call informed me that from her system she saw that the previous CSO has already escalated the matter and she did not know why no one did. She claimed that she will escalate the matter for me again and will also note that it was urgent and asked me to wait claiming that someone will call me back within 24 hours. I waited to no avail. Nokia DOES NOT keep her promises. 4) Nokia failed to deliver for the third time.

I called the careline once again on 14June2007 at around 410pm. This time, I was told that I have to wait again. I asked if there is a way in which I can communicate with the Manager at the Service Centre side but was told that it was impossible. This time round I requested for the Care Centre Manager to call me back by18June 2007 3pm and I would also like to speak to the Careline Manager/supervisor. I was put on hold for 5minutes before I hear the voice of the CSO again. He claimed that non of his superior is available to take my call at the moment. Afterwhich, i requested for the Careline Manager/supervisor to give me a call back by that day but I was told by the CSO that he cannot guarantee that as the usual turnover time is 24 - 48 hours.5) Nokia did not do her best for her customer

Finally few hours later, I received a call from the service centre. This staff called to update me with regards to my handset's condition which I had actually got to know through the calls via Careline. I demanded an explaination from him; what is the reason that they only called me 5days later just to inform me that they had sent my handset to the headquarter when they should have done so on the 10th? They should not take their own time and call me back after 5 days, after 3 feedback calls to Careline and 1 write in feedback. Instead of feeling apologetic, the staff (Alvin) told me that it is the commumication problem between the Careline and the Care Centre. I am still pondering, is Alvin telling me that it is a problem within Nokia and I should not interfer? I was stunned when I heard this reponse from the staff. I asked for his name and designation.He told me that he is just an Executive and when I requested to speak to his manager, he claimed that his manager is on MC. I made my stand once again that I want the manager to give me a call back by 18June 3pm.
I was aghasted by this staff. I decided to email Nokia with another Feedback. 6) Nokia have not ensure that good customer service is enforced.

16 June 2007, finally I received a more constructive call from Nokia. A Manager from Service Centre HQ called me. To update me with the most recent development of my handset. He even offered to help me request for his men to speed up the progress. Before ending the call, he assured me that I would receive another update by 20June. I am fine as long as I know someone is following up.

17June 2007, Finally I received a call from the Careline's manager. Since it is with the 48 hours time frame. I just feedbacked to him and ended the call.

If you can remember I am still waiting for Nokia Care Centre Causeway point's manager to call me back.I called careline again on 18 June to confirm that it has been stated that I have requested for the Care Centre Manager to call me back by 18June. The CSO confirmed that the request was logged and he mentioned that Alvin, the manager will call me.I was shocked. I got the CSO to confirm again Alvin's designation since he had previously mentioned that he was just an executive.

 18 June passed, I called the Careline on 19 June at 10minutes to eight in the evening since I have yet receive any call from the manager of Nokia Care Centre Causeway point. I was told to wait.I called again on 20June. I was told to wait again. I have also told the Careline that I do not want to speak to Alvin now whatever his designation.Even if he is the centre manager, I would want to speak to his superior instead.

Finally. on 23June, Alvin returned my call and the content of the call is that my handset is beyond repair. I am really amazed at the time Nokia spent on my handset ( 15days ) and finally come out with the conclustion that my handset is beyond repair.Also according to Alvin, out of good will, Nokia can provide me with another alternative, to purchase an obsolete N6111 at $250 which retail price is more than $400. Can this offer be considered as out of good will? I believe the readers will be able to justify by themselves.

I am still waiting for Nokia's management to provide me with a satisfactory reply to the inconveniences caused to me

My Lao Ban

My Lao Ban has 2 jobs He is a full time financial adviser manager cum a part time ‘magician’. Holding 2 jobs did not hinder his achievements in both fields. Beside achieving countless awards in his full time job. He has shown me many of his ‘magic’ which has never failed to amaze me.

My Lao Ban has this ‘supernatural power’ in him that he can tame a stubborn bull, resulting in it submitting to him willingly. I guess I am this one bull. Being stubborn has been one of my most prominent characteristics. No one has even has this ability to make me stay in a place where I don’t like, no one has ever change me from reluctant to willingly, and no one has ever caused me to waiver in my decisions. But, he won over my stubbornness. For those who know me well enough, you will understand what I mean and be surprise by the amount of influence he has over me. I, myself cannot understand what is happening.

Perhaps it was God’s will, that we got to know each other. It was on this fine day in Oct 2006 that I tagged along with my classmate when he had a lunch appointment with his future manager. Perhaps, he is a magnet and I am a magnetic object. I am ‘attracted’ to him and became one of the advisers under him. But do not mistake my lao ban to be one handsome dude, he is not someone whom I will never rate as handsome. Never!

In fact, I do not even understand why I chose to be under him in the first place. He went through a lot to grant me my wish of joining him. I actually wonder why he bothers to entertain me when I don’t even know him well. Perhaps he is regretting now.

It was gratitude at the start, which resulted in me obediently do whatever he wanted me to. But this gratitude didn’t prevent me from revealing my true self. I have this tendency to always make him angry, let him get worried about me and always to wreck his brains thinking of solutions for me.

If you were to ask me in this 25 years, what are the things that I am grateful of, one of it would be, what a great Lao ban I have.

I am trying to recall both my Lao ban’s good and bad.

To me my Lao Ban is:

1)      Determined - He has this ‘never say die attitude’ just like Durecell batteries.

2)      Smiley – He tries to put on a smile 90% of the time.

3)      Diligent – He is forever working J

4)      Forgiving – He always forgets the wrongs I have did and has not been angry with me for more than 15 minutes

5)      Caring – He always get himself worried cause of me misbehaving

6)      Trusting – He trusted everything about me.

7)      Generous – He gave me a birthday present that worth $240

8)      Reasonable – Everything is negotiable

9)      Amicable – He is not just a boss but a friend to me

10)  Agreeable – I get my way in and out of everything

11)  Optimistic – He believes that nothing is impossible

12)  Sensitive -  He knew how I am feeling without me telling

13)  Tolerant – He tolerated all my nonsense

14)  Nice – I remembered he drove me to the airport for my Taiwan trip even before I was contracted under him.

15)  Strong – He never for once show that he is down

But my Lao Ban is also :

1)      Naggy – Due to his strong parental instincts, he always like to nag like my ‘mother’

2)      Messy – His desk is always messy and his stuffs are everywhere.

3)      Blunt – Sometimes, he hurts others with his words subconsciously.

4)      Not domineering – He never force me to do anything

Now, you know why I can be subdued by him. I tried thinking of his bad points but, these are all that I can think of. Is he really so nice? I really thank GOD for bringing him to me.

The one reading this must be thinking that I may be deeply in love with my Lao Ban. Who in the correct mind will do a write up about their Lao Ban? Yes! I am not in the correct mind! So many things have been going on, 90% of them are things that I detest, only 10% are smooth sailing. I think I am experiencing depression! Due to stress or whatever reasons?

My Lao Ban is currently trying his best to get me on form again. My future is left in his hands as I handled him my timetable for him to fill it in. I know he can’t do much to make me feel better but bringing me to see light in another form may not be a bad idea. Since I cant salvage the situation myself, I willingly, for once let someone else take the lead, hold my hands and hopefully he can perform his magic once again to bring me back into the light.

Another day

Yesterday i heard of a bad news.She has a relapse... and was admitted into hospital again. This time more serious.Heard has to go through bone marow transplant. This hasnt been a good month. 1st granny was admitted into hospital then her bf's granddad was in hosp and now she is in hosp. So many things have happened this mth.Falling out with someone whom i thought both of us had cherished the hard to expect friendship.But i was wrong.Hearing news of pple admitting into hosp.All these came as a shock to me.. I was stunned for a moment. I did not know what is suppose to be done. Anxious yet there is nothing i can do to help. Sad that she has to be the one suffering.. sometimes i hope that im the one suffering instead of her. cause to me she is so angelic. Sometimes, without any valid reasoning i can be angry with her, sometimes i make unreasonable demands but she still gives in to me. She is always there to lend me a listening year when im face with problems no matter what they are. She will be sad if im sad, she will be happy when im happy, she will be worried if i started my disappearing act. Where in the world can u find such a gd friend?

But i have found her.. In fact i have found them.Their friendship is one i truely cherish n i knew that it is mutual. Correct me if im wrong. But how wrong can i be if they have been here for me for the last 10  to 21 yrs?

My buddies are my angels... and i cant live without anyone of them..........................

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