Geekzone: technology news, blogs, forums
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.

Infrastructure Geek
4049 posts

Uber Geek
+1 received by user: 195

Microsoft NZ

Topic # 113419 16-Jan-2013 16:16
Send private message

So my Lumia 800 phone isn't charging properly and I went through the call center and then filled in the forms so I could send it in to nokia care for assessment.

The instructions told me to take the phone to any NZ Post outlet, buy specific packaging, stick the barcode to it and send it away.

So I get to NZ Post, ask for the packaging specified - VC Box 90010 and Satchel liner 45888 - and am met with blank stares.  I look at the shelves and, sure enough, nothing seems to match.

OK, so now I ring the Nokia Care 0800 number to find out what to do, only the person on the phone makes me go through the whole re-diagnosis process of the phone fault instead of listening to me tell him I already went through that and have their tracking number.  When I finally get to the end of all that and he tells me to return in, I ask about the packaging and he tells me that NZ Post should have it and if not can I go to another branch.  I suggested that another branch might not be handy so he tells me to ask for the manager of the outlet.

So I went back to the counter, told them what i'd been told and asked if they (NZ Post outlet) had an internal help desk they could call to find out if there was any info on nokia returns.  That was fruitless and also confirmed that the product codes mentioned above did not exist at other NZ post branches.

The NZ Post rep then called the same nokia care line and eventually was told to 'disregard' the packaging instructions, so I bought alternative packaging and some bubble wrap and sent it off with the bar code.  I hope the T&Cs I signed didn't include an in-transit damage waiver for not using the recommended packaging....

Back in the office now, I used the powers of google to determine that the product codes belong to Australia Post, not NZ post!  See them here:

Long story short, it took me 40 minutes to do something that should have taken 2 minutes if Nokia had provided the correct instructions in the first place :/

Technical Evangelist
Microsoft NZ
Twitter: @nzregs

Create new topic
4649 posts

Uber Geek
+1 received by user: 470


  Reply # 745793 16-Jan-2013 16:35
Send private message

This doesn't surprise me in the least.

Tried phoning their call centre last week with similarly disastrous results. The person only spoke in canned-English phrases, and was clearly incapable of actually holding a conversation in English as they kept perseverating on the same advice despite me telling them repeatedly I already tried what they were suggesting. In the end I hung up in disgust, it was too frustrating.

Nokia needs to sort this out, they can ill afford generating ill-will from consumers at this point in time.

Twitter: @nztechfreak

Fully Operational
3343 posts

Uber Geek
+1 received by user: 1088


  Reply # 745799 16-Jan-2013 16:38
Send private message

It's the age old cost cutting cycle...

declining customer base => cost cutting => poor customer service => declining customer base

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:

Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:

Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:

News »

Stuff Pix enters streaming video market
Posted 21-Mar-2018 09:18

Windows no longer Microsoft’s main focus
Posted 13-Mar-2018 07:47

Why phone makers are obsessed with cameras
Posted 11-Mar-2018 12:25

New Zealand Adopts International Open Data Charter
Posted 3-Mar-2018 12:48

Shipments tumble as NZ phone upgrades slow
Posted 2-Mar-2018 11:48

Oppo R11s: high-end Android, budget price
Posted 27-Feb-2018 16:27

Samsung New Zealand introducing the Galaxy S9 and S9+
Posted 26-Feb-2018 07:00

Fujifilm X beats its best with new top of the range, high-performance camera
Posted 24-Feb-2018 14:05

One million kiwis affected by cybercrime
Posted 24-Feb-2018 13:58

New Zealanders want to engage with government online and via mobile apps
Posted 24-Feb-2018 13:56

Samsung launches Samsung Max
Posted 24-Feb-2018 13:52

CPTPP text and National Interest Analysis released for public scrutiny
Posted 21-Feb-2018 19:43

Foodstuffs to trial digitised shopping trolleys
Posted 21-Feb-2018 18:27

2018: The year of zero-login, smart cars & the biometrics of things
Posted 21-Feb-2018 18:25

Intel reimagines data centre storage with new 3D NAND SSDs
Posted 16-Feb-2018 15:21

Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.