Nokia mobile care
Hi! How can we help you today with your Nokia phone or accessory?
Me:
repair status check
10:42 AM
Nokia mobile care
Hello
Me:
hi
10:43 AM
Nokia mobile care
Welcome to Nokia Mobile Care! My name is Joe and I will be happy to help you!
Can you please rephrase your other question?
Me:
Hi Joe. I was hoping to check on the status of repair order 1554208—–
i’ve been without a phone for over a week now, just curious how long i should be expecting
hello?
10:48 AM
Nokia mobile care
I would like to find a solution for you. Could you please give me a few minutes to review something?
Me:
sure, thanks
10:49 AM
Nokia mobile care
Could you please tell me in which country the phone was bought, and where you’re currently located?
Me:
United States for both
repair order is at HMD in Texas
10:55 AM
Nokia mobile care
Track your repair order:
You can track your repair by using our online tool. Click here https://nokia.ebuilder.com/auto/track/repairto visit the page
Me:
it says 404, p[age not found
or maybe it means my phone isn’t found?
i’m not sure. i just need a phone soon
11:05 AM
Nokia mobile care
Please send an email to
support@nokiaphones.com
Me:
what is the normal turnaround time?
my wife’s 7.1 had the same ussue back in january, her phone was returns the second day after it was received
11:09 AM
Nokia mobile care
Sorry to hear that
I wish you the best with your phone
Me:
so, there’s no way you can check the status of my repair order?
11:10 AM
Nokia mobile care
But please you need to send your inquiry with the Email
Me:
I’m sending my inquiry in this chat
what difference would it be to send an email?
11:11 AM
Nokia mobile care
Ok Danial dont worry
Just give me sometime
Nokia mobile care
Actually you can help me a bit. Could you please tell me your IMEI number? You can find it dialing *#06# and 15 digits will appear on the screen. That’s the number I’d like to know.
Are you still on the line? In case I don’t receive a response from you in a minute or two, the system will end our chat.
No need to worry! Once you are back online, you can just message me and we will continue our conversation!
Nokia mobile care
Hi I could see that you have marked your previous interaction as unresolved, how can I help you to resolve it?
Me:
i need to know where my phone is and when I can expect it back
11:40 AM
Nokia mobile care
Could you please tell me your IMEI number? You can find it dialing *#06# and 15 digits will appear on the screen. That’s the number I’d like to know.
Me:
3569530901—-
11:41 AM
Nokia mobile care
ok Daniel, thank you for the information provided
did you know you can track your device status using the repair order tool?
Me:
Joe gave me a link to the repair order tool, and it was a 404 page not found
11:43 AM
Nokia mobile care
ok
lets try it again
can you use this one?
then on your very up corner to the right you will see track repair
they will ask your repair order number and your IMEI number
did you find it?
Me:
it hasn’t been updated since last thursday
that’s what i’m trying to figure out
has it been looked at et?
11:45 AM
Nokia mobile care
yeah today is Tuesday just three day
it’s normal
Me:
can they just replace the phone? I’ve been without a phone for over a week now
11:46 AM
Nokia mobile care
it can take up to three weeks
Me:
i can’t be without my phone for 3 weeks
11:46 AM
Nokia mobile care
Daniel, they will do what they think will be the best for you
Don’t you think that you are overthinking?
Me:
overthinking?
11:47 AM
Nokia mobile care
it can get three weeks, but it can not get all that long
Me:
are you for real?
11:47 AM
Nokia mobile care
I understand that to stay without phone can be frustrating
Yes I am for real
thanks for being so polite to ask
Me:
i have had the phone for less than 6 months
warranty reapirs for a product design flaw should not take up tio 3 weeks
i would have done it myself
and the “are you for real” was because you asked “don’t you think that you are overthinking?”
that’s INCREDIBLY rude
11:49 AM
Nokia mobile care
No, I am sorry if you took that that way
that’s because you are mad about your device then you are reading everything in a bad way
Me:
i don’t need your therepy, i need to know how long my phonwe will take
11:51 AM
Nokia mobile care
Ok Daniel
Is there anything else I can assist you with today?
Me:
yes, I need to know how long my phone will take for repair
11:51 AM
Nokia mobile care
as said before can take up to three weeks
and some cases can take even more
Me:
i need to know how to escalate that
because up to 3 weeks is unaacaptable
11:52 AM
Nokia mobile care
yeah ok
Me:
that’s my phone, i run my business off of it
11:52 AM
Nokia mobile care
I will register you feedback
Is there anything else I can assist you with today?
Me:
your name?
11:52 AM
Nokia mobile care
My name is Fernanda
Is there anything else I can assist you with today?
Me:
How do I reach your supervisor?
11:54 AM
Nokia mobile care
we do not have any available at this moment
Me:
I’ll wait
11:55 AM
Nokia mobile care
but note that all our chat is registeres in our system
and she has access to it in a daily basis
Me:
well, when she sees this, I excpect an email with an apology for the way you treated my concern
11:55 AM
Nokia mobile care
do you need my apology?
Me:
not yours. i couldn’t care less about you. i need your supervisor to make this right
11:56 AM
Nokia mobile care
ok
thank you so much
Me:
as it stands, I will never again buy an HMD/Nokia device, and the folks who take my advice about phones will also not
11:57 AM
Nokia mobile care
I am sorry you feel that way
Me:
are you?
i’m not sure you are
11:58 AM
Nokia mobile care
only because you need to wait to get your device back from the repair center
Yes I really do
you are beeing mad and rude and saying a lot of things here abour your insatisfaction
Me:
i only started being mad and rude when you told me I was overthinking
11:58 AM
Nokia mobile care
and at any moment you though that I am dfoing my best helping you with all the questions you ghad
had*
Me:
before that, i was just trying to figure out where my phone is
11:59 AM
Nokia mobile care
I am really doing everything to try to change your mood
and maybe make you understand that there are several factors that can affect this
Ok Daniel
I am a bad girl I made you mad, and I am really sorry aboutr that
Me:
yeah, maybe you could have done that prior to minimizing my concerns about the wait time of “up to 3 wseeks”, which was never mentioned anywhere in my repair order documentation
30 minutes ago
Nokia mobile care
I said to you you can get back and recheck
I said it can take it, but it cannot
Me:
what does that even mean?
29 minutes ago
Nokia mobile care
I know you would like to hear that your device will get back to you tomorrow
but that would be me lying and being irresponsible
mean that it can take longer but it cannot
Me:
do you mean it can take that long but it MIGHT not? is that what you’re trying to say/
28 minutes ago
Nokia mobile care
it will depend on several factors, as do the repair center has the parts to replace immediately?
how many people has their devices there before yours arrive
that is what that measn
Me:
so, imagine in a world of good customer service, where you as the CSR wiould reach out the the repair shop and get a little biot of information on my repair request, since I cannot do that m,yself
it could take 1 day, it could take 21. maybe a good customer service rep would find out if there’s a big bac up so they could manage the customer expectations
because 3 weeks, I’m going to buy a different phone and try to sell this one when it comes back 3 weeks from now
but if it’s coming this week, I’ll shut up and deal with it
either way, I can promise the next phone will NOT be Nokia/HMD
25 minutes ago
Nokia mobile care
I understand
that would be indeed an amazing scenario
but even me who gets award and recognition for February and March for the excellency service provided to the customers, have some limitations.
but I am taking your advise onboard
will forward it to my supervisor together with our chat today
Me:
wow, if you get an award for this level of service, the rest of your office must suck really bad
23 minutes ago
Nokia mobile care
and I hope that in the future we can have the features to get in touch with reapir centers and even to send brand new devices to every customers who sends their devices to repair
I understand your point
and as you do not have any more question I am then closing this chat
Thanks for contacting Nokia Mobile Care. Have a great rest of your day
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It will help to improve my service skills everyday! Before that, is there anything else I could do for you?
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New Messages
N17 minutes ago
Nokia mobile care
I noticed that you indicated that your problem was not resolved. Can I help you with anything else please?