Talking with Nokia About US Service/Repair Problems (Finally!)

Gdugardier, via YouTube
Charlie Schick, the guy from Nokia USA who just reached out to me about my N95 nightmare.

This morning, I was pleased and relieved to see that a representative of Nokia USA, Charlie Schick, left a constructive comment on my most recent post about my recent N95 fiasco. I’m glad to see that at least someone in that company is savvy about talking over problems and finding solutions through public conversation.

Actually, I’d heard of Charlie just yesterday, before he left that comment. According to Mobile Jones, he’s Nokia’s “social media expert” who ran the company’s blogger outreach program. Also, blogger and N95 user Jenifer Hanen mentioned him in her comments yesterday.

Coincidentally, sometime today Nokia is going to launch a new blog, Nokia Conversations (that link isn’t live just yet, keep trying). Mobile Jones reported that this blog will “highlight the developments inside the world’s largest device manufacturer, and new entrant into mobile content and services that the 60,000 employee company represents. Some of those 60K employees are also introduced along with their accomplishments and new products. Comments are welcomed.”

In this interview, Nokia’s head of social media, Mark Squires (I gather he’s Charlie’s boss), told Mobile Jones that “The idea is to give people who use our products a route straight in to us to talk to us. …A lot of the time we’re selling products to people via up to six [intermediaries], and this way if they don’t like the product, they can tell us. …For me, commenting is the main thing.”

I’m crafting a separate post to respond to Charlie/Nokia USA. It’ll be posted shortly. But I did want to acknowledge that I appreciate being engaged publicly and constructively. I’m skeptical about whether it’ll make any real difference, but it’s a better approach to communication and service than what I’ve experienced thus far from Nokia. Thanks.

…By the way, here’s Charlie’s blog.

2 thoughts on Talking with Nokia About US Service/Repair Problems (Finally!)

  1. Pingback: contentious.com - Nokia USA: It’s Not Your Intermediaries, It’s YOU

  2. Pingback: contentious.com - Nokia USA: Again, your service (not product) is the problem

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