[shadis4]

i like it,good one,i hope they see it (but i think they may not).

[tapaninyc]

 Oh yes... they will read it.  I e-mailed them the link.  As I will to Nokia corporate HQ as soon as I have said what I have to say.   I mean... what's the point posting something unless you want to make sure everyone concerned  gets to read it

[shadis4]

well that's a good move,do you think they may do something?

[tapaninyc]

Most probably the super will not even respond.  I have lived in Sweden long enough to have learned from the experience how these people operate.  They are not very good at handling conflicts, and in this kind of situation - after having royally messed up - they tend to go to hiding.

The irony of it is that I am a customer service professional with years of very tough NYC experience under my belt.  I am partly amused and partly majorly annoyed about how they have been handling this matter.  BTW, until yesterday, had I been the Nokia Sweden supervisor, I could have easily fixed this situation and it would not have cost Nokia a penny.  

When the supervisor failed to step up in my case, I even asked Nokia Sweden that I be put in contact with him.  He chose not to do his job and refused.  

The trick, his job,  is to admit when his staff has done something wrong, apologize for it, and restore the trust.  Assure the customer that regardless of who he has been talking to before and regardless of what he has been put thru, he is now talking to you, the supervisor, and you (Using the pronoun 'I' to indicate personal commitment)  are going to ensure that the customer's business will be professionally tended to.

All the customer wants is that you understand and are sympathetic to his situation, and that you will correct the problems in your organization, so that he can continue his business with renewed confidence and trust.

Unfortunately, since the Nokia Sweden supervisor himself enters the scene with dishonest excuses, not doing his job and going into hiding, we can easily say that the ship has sailed.  Me, I would have never allowed it to come to this. 

Never in all my years as a customer service professional have I ever been in a situation where I don't have a way out. I have always been able to think of a way to restore a customer's confidence if the customer is open for it.   Well, Nokia Sweden has managed to push past that line.  Exceptional! If I were them, I would probably at this point go hinding, too

Message Edited by tapaninyc on 20-Jun-2009 11:28 PM

[shadis4]

mmmmmmmm,you had the experience,so you know what to do,thats good.

[tapaninyc]

I have just been notified by Roger B, Consumer Claims manager of Nokia Scandinavia., that if I want my faulty phone back, I will have to pay a SEK 275 Examination fee.

I know the moderators of this board don't approve of strong language, which is why I don't say anything more about that.