Read about my mission plan here.
Before I send the (badly abused) Nokia E51 for repair, I called up Nokia customer service hotline to confirm if the damage is repairable by their service centre. I was surprised that there is virtually no waiting time on the phone. I explained the problem to the customer service officer and she confirmed to me that the damage can be repaired at their service centre. When I query about the cost, the customer service officer isn’t able to provide me a rough quotation. I was told that only the customer service centre is able to give me quotation after inspecting the damages. Fair enough.
So I head down to Suntec Nokia Service Centre 2 days later to get the E51 repaired. I was surprised that the service centre is rather empty for a weekend. I explained the problem to the front counter staff and she told me that their branch will be closing down at the end of the month and they won’t be accepting new repair job. I was advised to send the phone to other Nokia Service Centre for repair. Time for me to take out my red pen and minus marks for Nokia Service Centre. Why didn’t the Nokia customer service hotline staff inform me that Suntec Nokia Service Centre will be closing soon? Why isn’t that information reflected on Nokia website?
So I went to Wheelock Place Nokia Service Centre. Like the Suntec branch, the Wheelock Place Nokia Service Centre is also rather empty for a weekend. It’s completely different from my past experience of a overcrowded handphone Service Centre. Once I entered the Service Centre, I was greeted by the front counter staff with a radiant smile. In fact, the front counter staff is so courteous that I think it made many customers forget that they wanted to bang the table and make a big fuss.
I explained the problem to the friendly front counter staff. She is unable to confirm if the service centre could repair that damage. So she asked me to take a seat while she go inside to check with the technicians. Usually, the service staff would just go inside to check some staff and leave you standing at the front counter. I must say that I’m pretty impressed by the service standard of the front counter staff. A few minutes later, she reappears and told me that its repairable and gave me a queue number.
Waiting time was short since the Service Centre is rather empty that day. Maybe I was lucky. The customer service officer started processing the repair order. I notice that she is very careful when handling my phone. OK, time for me to test to see how they handle special customer request. I started enquiry about their Ovi Store and asked how do I get Ovi Store on the E51. It’s actually quite easy to get Ovi Store on the phone and I think they usually advice customers to install it themselves. But to test out their service, I request the customer service officer to install it for me. But instead of putting that request down on the repair order, she told me to inform the customer service officer when I’m collecting the phone. Wouldn’t it be better to record it in the repair order so that it can be installed for me before I collect the phone? Strange.
So I went back a few days later to collect the phone. It was a weekday and I’m rather surprised that the Nokia Service Centre is more crowded on a weekday compared to weekend. I was greeted by the same super friendly and courteous front counter staff. She gave me a queue number and inform me that there are 11 customers infront of me and it would take roughly 20 minutes of waiting time. Not bad, I was kinda expecting the waiting time to be more than an hour with that kind of crowd. Good thing is that they have many Customer Service Officers on duty. And it was my turn in less than 10 minutes.
And since its a very simple repair job, nothing can go wrong. They also upgraded the firmware as requested. But I have to ask the Customer Service Officer to install the Ovi Store for me, which took around 5 minutes or so. And bonus point to them for cleaning the dust trapped between the LCD screen and cover. Something that I purposely didn’t request them to do to see if they take their own initiative.
As a whole, I’m pretty pleased with the service at the Wheelock Nokia Service Centre. The staff are friendly and patient when answering random questions posted by me. The Service Centre also provide chargers for you to charge your Nokia handphone while waiting for your turn. But there are still some rooms for improvements.
So did Nokia Service Centre Go The Extra Mile For Service (GEMS)? I would say no. But I do think they did Go The Extra Kilometers For Service.