Archive for November, 2007

Nokia’s Crappy Warranty

originally from http://www.silco-intl.com/services/images/support.jpg Nokia makes one of the best phones in the world. However I wish I could say the same about Nokia’s support division. My recent experience with Nokia’s customer service has proven to me that a consumer company is not just about products. The experience of how the company treats its customers is also a big part of the overall “product”.

A couple of weeks ago, my expensive Nokia N95′s backlight battery decided to die on me. Why, I have no idea. Just one day it stopped working. Since I am currently traveling and not at home (in the U.S. where I purchased the phone), I wanted to find a local Nokia support center in order to get my phone fixed. Since Nokia is a global company, I didn’t think this was a problem. However, as it turns out, I walked up to the counter and the person told me that since my phone was purchased in the states, they would not honor the 1 year warranty BY NOKIA. “Aren’t you Nokia?!?” I said. “Yes, but we are Taiwan’s division and we don’t support the warranty by the U.S. You will have to ship your phone to the U.S. if you want to use the warranty.”

Now correct me if I’m wrong, but a company that markets GLOBAL phones does not have a GLOBAL WARRANTY policy?!? A company that wants you to travel with their phones won’t support the phone if it breaks outside of the country you purchased the phone?!? Does anyone else besides me think there’s something wrong with this concept?

So I tried contacting Nokia U.S.A. to get support. My first attempt at calling, no one picked up. So I tried to send an email. I got the typical response that Nokia received my email and would respond in 24 hours. A day later, no response, a week later, still no response.

Finally I gave up and just decided to pay for the fix locally here. Since the time and effort, not to mention the shipping, will cost just as much, if not more to ship back to the states.

Companies need to get it straight. If you’re going to market yourself as a global company and create a global device, you better support your own product globally! Nokia gets an A grade for technological superiority, but an F for one of the worst support I’ve ever experienced.

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Holy Crashes Batman

Taiwan has a lot of public signs that depend on XP machines to drive the displays. Here’s some public computer signs that crashed which I just so happened to be next to take an embarrassing picture of. ;)

There are many of this type of signage along a very popular road in Taipei. I just happened to be walking by this one when it was malfunctioning. You can tell it’s Windows as the error says something in Chinese followed by Windows\System32\Drivers\Ntfs.sys Chinese BSOD crash at a public sign.

 

Taipei’s rapid transit is called the MRT. All the MRT stations have plasma widescreens to show the status of the next train along with some promotional material. Unfortunately this one doesn’t seem to be cooperating. You can clearly see the XP desktop here. Looks to be the English version of Windows too. This sign crashed at the Taipei Main Station, the central hub for all transportation in Taipei. MRT sign showing an XP desktop.

 

Last but not least, it can’t get more embarrassing than this. This is a gargantuan sign at a very busy street intersection. Instead of showing the normal advertisement, it’s showing some application that drives the huge display. I watched it for a few seconds while the operator was clicking around trying to get the sign up and running again. Here’s a picture of application the operator was clicking around around while trying to fix the display. Rebooting the crashed big ad TV.

 

Gotta love these public computer crashes!

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