Inside Story of Nokia mobile phone repair services, how much profit suffered criticism - Nokia, mobile phone repair, Inside Story - Communications

Inside Story of Nokia mobile phone repair services

, how much profit suffered criticism - Nokia, mobile phone repair, Inside Story - Communications

Warming does not slow down the global economy Nokia Mobile phone business fell, smart phones to Nokia's weakness is welcomed in the history of one of the coldest quarter. However, compared to Nokia's troubles, the number of Nokia mobile phone users are feeling more depressed, when they repair the Nokia phone, had to face the offer down prices, shoddy work, shirk responsibility, commitment null and void and so numerous traps, and worst .

Mention Nokia, many people will think this is a global mobile phone market for many years to keep "big brother" status well-known enterprises. However, long-edge position in the market for Nokia in the subtle form a "Knoop arrogant", especially their customer service system, has made a lot of Chinese consumers in the actual repair is intolerable.

High rate of complaints Hangzhou Jing position not long ago because of public water to the mobile phone 266 Fengqi Road, Hangzhou, Nokia customer service center to ask for the appropriate treatment. Phone service into the counter window, the Ho was told that there are two components damaged, need to spend 260 yuan plus 280 yuan for a total of 540 before they can replace the normal use, and must be repaired immediately, otherwise it will not repair. As the offer is too high, He Jing Zi rejected the maintenance requirements, home to mobile drying in the sun. On the third day, when she opened the phone again, even find all the normal, cell phone no matter which features normally available only in the maintenance period for mobile phone screen point to be opened down a point ash.

Xian Liu bought earlier this year, a Nokia 6210, only spent a few days, navigation keys on the apparent Paint Falling off, less than two months, the navigation key has basically lost all the paint. And when he when browsing the web using a mobile phone, navigation keys on the right actually break. May 13, 2009, when Mr. Liu to the local Nokia Service Center repair phone, he was customer service to "mobile phone look not covered under warranty," refused.

Miss Zhang in Nanjing in July bought a NokiaN95 phone, find mobile phone Battery Standby time in order to shorten a day, 6 days from the initial to the subsequent 3 days. Miss Zhao found Sell Business requirements change, the service staff told her to Nokia maintenance organizations designated to provide test reports. Nokia authorized service center, Miss Chang got the replacement board to prove the battery problem. However, after negotiation with the vendors, but vendors said sales of mobile phones has more than 15 days aging, repair outlets in the test report invalid. An excuse to shirk its responsibility so staggering.

Similar incident is not by chance, according to reporters in Beijing, Jiangsu and maintenance of networks Nokia actual survey found that current users of the Nokia service in general is not satisfied with the dissatisfaction of their service mainly in the following areas: the first , offer unrealistically high, there is no formal uniform quotations and maintenance costs for customers to unbearable; Second, service is poor, maintenance staff, professional quality is not high; Third, the warranty conditions are too stringent, many provisions of the warranty agreement is King; fourth maintenance process opaque, the user is difficult to understand the actual maintenance results; the fifth, part of the customer service staff to shirk its responsibility, can not fulfill its commitment to customer service. Nokia chairman Jorma Ollila told the media

said: "When the customer service to respond quickly to user demand, which is quality." And this has now become the problem of consumer complaints Nokia. When consumers in the Nokia mobile phone service network maintain their own, they often encounter quotes confusion, cutting corners and shirking responsibility, commitment null and void, cheating customers of the numerous traps, can be said to be very hard to detect.

Traps hard to prevent In Nokia's official website, we can see that, "Nokia has established a large customer network and innovative customer service experience center, personalized service support site, and professional customer service hotline, dedicated to the final customers diversified, full service, create an outstanding consumer experience. "However, through investigation, the reporter found," professional focus, whole-hearted service "Nokia has always claimed that the purpose of serving, it seems that only stay in the theory. The reality is that the after-sales service of Nokia Nokia's profits every year to make a significant contribution. Many consumers believe that Nokia's service is mainly to make money, and very huge profits, or even to make money by whatever means.

Zhang Yang (pseudonym) is a veteran mobile maintenance engineers, from February 2007, he got the Nokia company where a prefecture-level city in Jiangsu special qualifications service network authorization. Zhang Yang told reporters, "a Nokia Authorized Service Station is not easy, requires large investments early, both equipment and manpower, stores Decoration Inputs, including relationship maintenance inputs. Therefore, once received special maintenance qualifications, we will recover the cost of natural things as a primary consideration. "An insider told reporters, as long as get the Nokia authorized service authorization, at least you can earn 500,000 yuan a year, even more than 200 million to 3 million yuan.

Zhang Yang told reporters, the warranty period, mobile phone, Nokia will provide parts for free, while giving a small number of service stations to provide the labor costs. But by preserving the business, even the maintenance station can not meet the basic salaries. To make money, mainly relying on those warranty repairs outside the mobile phone business. His repair station workers generally must give each the task of maintenance services, tasks, and pay bonuses, so that staff time in handling the issue of mobile phones if you can find traces of man-made, even if failure problems and the phone has nothing to do, he will this reason that your phone will never be able to enjoy free warranty service, and customers due to their own lack of understanding on the phone, often nothing with.

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