Nokia USA: Again, your service (not product) is the problem

MobileJones
Nokia Director of Corporate Communications Mark Squires (seen here in a recent MobileJones interview) has joined our conversation about Nokia’s US service problems.

This morning I was encouraged to see that yet another Nokia staffer, Mark Squires (Nokia’s Director of Corporate Communications) left a comment on my blog. He wrote:

“Hi Amy, I work with Charlie at Nokia and have just tracked to your posts. First up sorry that one of our phones has rolled over on you and thank you for your input/thoughts/patience. Charlie and I are based outside of the US but I’ve written to my colleagues who are local to you and brought this matter to their attention. Lets see what can be done, in the mean time feel free to get in tough directly. Mark”

Thanks for joining this conversation Mark. Rather than taking this to private correspondence, I think it’s more beneficial to keep our exchanges on this public, since it affects Nokia’s entire potential US market for your N Series phones. This isn’t just about my personal experience.

You wrote: “Sorry that one of our phones has rolled over on you.”

…Actually, as I explained in my most recent post on this theme, my N95 phone (the device) was NOT the problem in my case. As I’ve expressed several times: the phone itself was great, I loved it. And I do understand that a firmware update to any high-tech device always represents a slight a risk of malfunction.

The main problem was Nokia’s inadequate service for high-end US customers like me.

I’m sorry to harp on the service quality vs. product quality issue, but it’s very important that you and your company understand this distinction. So far, I’m not sure Nokia really gets it. But this key concern could easily make or break Nokia’s attempt to make serious headway in the US high-end cell phone market. I’m continuing to speak up about this because I really do want Nokia to succeed in the US….

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