connecting people

[if you make customers unhappy in the physical world, they might each tell 6 friends. if you make customers unhappy on the internet, they can each tell 6,000 friends - jeff bezos]

Here’s my formula of customer bliss:

a faulty nokia 6670

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complaint letter loaded with sarcasm and diatribe

hi,

i am writing this mail to explain in detail the trials and tribulations that i am facing with the nokia 6670 handset that i own. i bought the said handset on 30.05.05 and used it without any issues. on 23.03.06 when i was on a call the display suddenly went blank and it wouldn’t respond and nor was i able to restart it.

i took it to the nokia care center in infantry road, bangalore and gave the handset for repairs. i was asked to come after a week to collect my phone. after a week, i went there and collected the phone which they assured that will be working fine now. indeed it did, but only for a day. the next day, when i was out-station the issue resurfaced and i suffered for a week without a phone. as soon as i came back i went to the service center where i was again made to book a job sheet (for the second time) and was given another phone (a nokia 2650) while mine was being repaired.

a week later, i again went to the service center where i was told that the phone wasn’t ready. i wasn’t ready to continue using the stand-by phone and insisted on action. then, mr. rajesh nair provided me with a replacement handset which was a supposedly refurbished one from nokia. i want to bring to your notice that this said handset wouldn’t start when it was switched on and he had to give me a new battery for it. i used it fine for a day and after which, believe it or not, the phone faced the same issue. i brought it back and was convinced enough to do a re-flashing of the phone, thinking foolishly that it will resolve it. i went on a business trip again and after 2 days of functioning the phone died out on me in the middle of a conference call giving me a lot of mental anxiety.

that i was livid would be an understatement. i reached the service center again after only a week and upon faced with this dilemma; mr nair promised me a brand new handset. this was not presently available and he asked me to wait for a week. partly assured that my troubles were over, i agreed to one more week of limited connectivity and collected a new handset last week. my troubles were far from over! the handset was having the same issue again!!

in between all this visits to the service center, i had seen at least 15 (i am not exaggerating) nokia 6670 phones with the same issue and i am convinced this is something to do with the architecture of the phone. i gave the handset back to your service center yesterday and asked mr. nair to provide me with a replacement of a different model as my confidence in the handset was severely shaken! he said that it is not in his powers to replace it with another model and i was asked to write this mail. i am convinced that i am entitled for this considering the mental agony, loss of productivity, wastage of time and financial losses i have incurred due to the inability of your service center to correctly diagnose and rectify the problem associated with your handset. i request you to take my request into consideration and provide me with a solution asap.

sincerely,

harish menon

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a brand new nokia 6680!!