Hi all,
Whilst surfing I came across this snippet of an interview with Nokia from almost 10 years ago in which they acknowledge that the customer experience for the N97 was "a tremendous disappointment".
Now, I know that many people would say the same about their experience with HMD's Nokia phones - not everyone, and probably not most, but a significant number of people would say the same. India, in particular, seems to have some terrible stories when it comes to customer support.
The N97 was Nokia's new flagship at the time and required many updates to fix bugs and get the software working as was expected. Despite a large number of sales it was a bit of a PR disaster for Nokia due to the high profile flagship status of the N97, contributing to their demise.
We can draw parallels between this and perhaps the Nokia 8 (in my experience the initial software was fine, but the upgrades to the Pro camera and to Pie were not well executed) and more recently the 9 PureView, which as we know suffered from issues with the fingerprint scanner and also rather imperfect performance from the camera app at some times.
Do HMD take note of these lessons from the past? What do they think about them? What importance to they put on customer experience? And who has taken over responsibility for this now that Pia Kantola has left (former VP of customer experience)?
Cheers

Comments
Now, this is my story from the past Nokia experience. I bought my 1st phone in 2010 and that was the Nokia X2-00 (Runs S40 and still works
A few months later the earphone stopped working in the warranty period. I went to Nokia Care and they gave me a new headset within 2 hours. My Next visit to Nokia Care was in the 10th month of the extended one year warranty period. This time the * 0 and # keys were not responding when I pressed then. And this was random. I went there they told me to wait and they fixed it. But after a few days, the issue occurred once more. Had to visit them again and they told it cannot be repaired and they will replace my phone which will take around 15 days. I got a call from them on 11th or 12th day and I rushed to get my new Nokia X2-00. The service provided by the old Nokia made me a Nokia Fan. Sadly, the service centre near me was shut down and the remains of the old Nokia were still there till last year.
Luckily, under HMD I have never had to visit the Nokia service centre. Lucky because I am afraid to visit them as I have read they take over a month to just replace a tiny part of the phone. I am afraid to recommend Nokias to people around me and I selectively approach. I recommended a Nokia 6 and Nokia 8.1 to a friend and luckily he is happy. Nokia Mobile should provide enough spares to the care centres and it is time that they stop relying on 3rd party care centre network and slowly start building their own. A happy customer will be yours for a lifetime. And an unsatisfied customer will stop others from buying your product. Bad customer experience stories are also stopping those who would like to recommend a Nokia to someone.
What phone should we recommend to someone? Most of their 2nd gen devices are now going through USB port issues and the phones are out of warranty period. They have parts for some of their phones and not for popular ones like the Nokia 7 plus. Every service centre charges a different amount and I feel they should be more transparent on this matter. Just create a webpage where they have a list of parts and what would be the approximate cost of replacing that part. This is how you generate trust.
Sigh. No one listens. A sad Nokia Fan
Luckily, My 7 plus is still ok but I have noticed that sometimes it doesn't charge and I have to unplug the cable and plug it again. Hasn't occurred since past couple of weeks and hope it doesn't occur ever.