<TABLE border=0 cellSpacing=0 cellPadding=0 width="100%"><TBODY><TR>Nokia falls short in customer satisfaction
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->I REFER to Nokia's reply on Aug 24, "Nokia stresses it values customer satisfaction".
Customer service manager H.R. Lye's assurances to customers and me that 'customer satisfaction is of key importance to Nokia' is surprising.
I wrote to ST Forum on Aug 7, Case commented on Aug 15 and Nokia's reply was published on Aug 24. It took the company two weeks to reply. Is that called customer satisfaction?
Nokia replied that its phones are manufactured with stringent quality requirements. If that is so, why did Nokia void its warranty as soon as a defect surfaced?
As the postings on ST Forum Online show, I am not the only customer facing this problem.
I quote Mr Olli-Pekka Kallasvuo, president and CEO of Nokia Corporation: "Our aspiration to be the world's most loved and admired brand can only be achieved by considering not just what we do but how we do it.
"It requires us to strictly adhere to laws and regulations and to go beyond this, by setting our goals much higher. We want to be the leader in ethical business conduct."
Is the above disseminated to all levels of Nokia staff?
Richard Soo
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->I REFER to Nokia's reply on Aug 24, "Nokia stresses it values customer satisfaction".
Customer service manager H.R. Lye's assurances to customers and me that 'customer satisfaction is of key importance to Nokia' is surprising.
I wrote to ST Forum on Aug 7, Case commented on Aug 15 and Nokia's reply was published on Aug 24. It took the company two weeks to reply. Is that called customer satisfaction?
Nokia replied that its phones are manufactured with stringent quality requirements. If that is so, why did Nokia void its warranty as soon as a defect surfaced?
As the postings on ST Forum Online show, I am not the only customer facing this problem.
I quote Mr Olli-Pekka Kallasvuo, president and CEO of Nokia Corporation: "Our aspiration to be the world's most loved and admired brand can only be achieved by considering not just what we do but how we do it.
"It requires us to strictly adhere to laws and regulations and to go beyond this, by setting our goals much higher. We want to be the leader in ethical business conduct."
Is the above disseminated to all levels of Nokia staff?
Richard Soo
