Customer Care at its Worst: “When Safaricom Meets Nokia Care”

Today, I climb atop this soapbox to tell you about Safaricom Customer Care and Nokia Care and why I’ll never deal with either company again.

Late last year I was upgrading my phone. So I let our followers on Twitter choose what phone I was going to get. Why? Because you guys give awesome advice. To answer your next question, yes, that moisture on your rump is me ass-kissing.

Anyhow, I ended up with a Nokia N8 from Safaricom (in spite of our history with them). I paid the full price – which was then the equivalent of a few goats and a cow – and waltzed out with a shiny phone and an iron clad warranty to match.

For months I used the phone and had no complaints. The 12 megapixel camera takes amazing pictures and the HD video is quite a riot. The 16GB internal memory was always more than enough and I never had any majore issue of the phone misbehaving that was not resolved by rebooting or updating.

So it was that one morning I turned the phone on, entered my lock code and received a ‘Code error’. I tried it again to no avail. Without hesitation, I quickly Googled this bug and found multiple accounts of similar qualms; some on Nokia Support Boards, others not. Heck, there’s even a Facebook Group & topic about it somewhere.

After some reading, I was reassured that this was a small system glitch that’s easily fixed by Nokia Customer Care. I called a local number and they told me know that all I had to do was drop my phone off where I bought it, they’d take it to Nokia Care and I’d get it back flashed and fresh.

Sweet.

I pulled out my little warranty and went to the Safaricom outlet where I bought the phone with my assistant, Michelle. We stood at the repair line for quite some time(30 or so minutes) before a little lady came and asked me whether I was there for repairs. I looked at the little sign that said ‘Repairs only’ and nodded. She asked ‘So what do you want?’ Continue reading