Email to Nokia CEO about canceled Lumia 920 order gets results


Yes, emailing this man can help you with a Lumia order issue.

There are a few company CEOs who can, on occasion, get hands-on with a customer who becomes frustrated with an issue. That kind of situation has now happened with a man who was getting upset that his order for a new Nokia Lumia 920 was being canceled by Best Buy.

As reported in the WPCentral.com forums, the man, known currently just by his forum nickname 'lsmachado', tried to order the Windows Phone 8 device from Best Buy when pre-orders launched in October. However, the retailer kept the device on back order for weeks.

After getting the run around from representatives from Best Buy about the order status, lsmachado writes:

I decided to send an email to Stephen Elop about it, and I was completely surprised when Mr. Elop replied to me. He said that he would have his team look into the matter, and also copied Mr. Rothschild on the email.

That's Nokia's head of marketing Matt Rothschild, by the way, who said he would look into it. In the meantime, Best Buy managed to cancel lsmachado's Lumia 920 order twice. He emailed Rothschild again and this time Rothschild picked up the phone and called, saying he would be getting the new phone this week.

There will also be "extras" involved, as the package that Nokia sent lsmachado was nine pounds. He added, "When a company takes the initiative to stand behind their product and the people who buy them, that speaks volumes for the integrity and reputation of the company in my book." Personally, we can't wait to see what "extras" Nokia put into this special Lumia 920 package.

Source: WPCentral.com forums | Image via Nokia

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Hey all,

I'm in Australia and a couple of years ago ended up in the middle of fight between Optus and Nokia over who was to blame for a failed N8. Optus claimed it was Nokia's responsibility and Nokia Australia were telling me it was Optus' problem to deal with.

After a month of this, and no response from either management team, I drafted a letter and emailed it to Mr Elop.

Within 24 hours I had calls from the Optus CEO's exec assistant and a senior member of Nokia Australia.

The end result was two brand new N8's for me and my wife delivered via courier the next day.

I've found in the past if you have exhausted all other means and go to the top with a polite, well thouht out response, it generally gets some attention.

My theory is that CEO's couldn't be bothered with the hassle - it's easy just to forward the complaint down the chain with a "fix it" attached.

Cheers

Mick

mikeyjames said,
Hey all,

I'm in Australia and a couple of years ago ended up in the middle of fight between Optus and Nokia over who was to blame for a failed N8. Optus claimed it was Nokia's responsibility and Nokia Australia were telling me it was Optus' problem to deal with.

After a month of this, and no response from either management team, I drafted a letter and emailed it to Mr Elop.

Within 24 hours I had calls from the Optus CEO's exec assistant and a senior member of Nokia Australia.

The end result was two brand new N8's for me and my wife delivered via courier the next day.

I've found in the past if you have exhausted all other means and go to the top with a polite, well thouht out response, it generally gets some attention.

My theory is that CEO's couldn't be bothered with the hassle - it's easy just to forward the complaint down the chain with a "fix it" attached.

Cheers

Mick

My experience has been that far too many people in these organisations worry about saving a few bucks even if it ****es off a large number of loyal customers who have been using their service for years. End of the day it is very difficult to win new customers and very easy to lose customers over a stupid decision - something that far too many businesses seem to ignore in their pursuit of the almighty dollar at all costs.

Well when you try that, most companies have a filter process that all external emails are verified by his PA or more likely, an executive team. Some of the Exec team are pretty heavy hitters and it's quite a good route to go down as they'll assist with handling the complaint sometimes.

The funny thing is, now loads of people are going to be emailing the dudes and trying to call them. They'll enjoy the coverage from the media, but something tells me this will bite them when they see 100's of emails fly in to executive boxes and their mobile numbers are given out, heh.

I remember emailing apple when telefonica in spain was screwing up the iphone 3G launch (basically, the stock was limited so the only way you could get an iphone was by NOT being a telefonica customer).

Apple told me that everything was exclusively handled by telefonica in spain and that there was nothing they could do.

At least NOKIA seems to care about the carriers/retailers ****ing up.

My concern is that the reply from Stephen (great as it is) indicates they may be unaware of the difficulties being experienced by users even when pre ordering the phone and it may even be possible that they are unaware of the scale of the shortage of stock in stores!

I do hope I am reading too much into this but I suspect the truth may be somewhere in between I.em only a partial understanding from Nokia. After all they may know there are shortages but don't know how many sales they are losing. I would suggest that a promotion by Nokia would help gather that very valuable information. Perhaps offer a small item for all orders received between now and the availability if stock e.g. Purity in ear headphones or a credit toward one of the most popular Nokia accessories. That will certainly help gauge demand and help with future stock predictions.

Good story.

EVGA has lost my business because of a last string of bs from their mods / staff.
And the same situation with Western Digital where i was actually making some topics with some complaining about the company they treated me perfect. top quality support..
Strange too because evga had a pretty good reputation i thought but..
The people in that evga forum staff over there have attitude issues big time !
For example i asked why my motherboard disappeared from my items list and got plenty of snotty replies and never did get a an answer either. even after a tech support person posted to me publicly he would look into it after that i was perm ignored.
Snotty conceded foul attitude useless idiots won't get any more of my money.

This topic is a good reminder.. It takes years to get a customer and minutes to lose one.

Wow, i should contact that man, i need Elop email too. I'd tell him i'm looking around a rare Yellow Lumia 920 with no luck

I had preordered a Cyan Lumia 920 from AT&T, and they screwed up my order so that I received it on the Monday after launch (as opposed to Friday) even though they did two day shipping, but they marked special instructions to only ship on weekdays. To make matters much worse, when I received it around 4 PM (I went home after it was dropped off), I immediately found that the person that shipped it had broken it by forcibly installing the SIM card inverted, and jamming the SIM tray into the phone. The tray would no longer sit properly, and the phone would not accept the SIM even after reseating it properly (and fighting to get the tray out).

Long story short, AT&T then gave me quite the hassle returning it (over the phone, even though they were nice throughout). After tweeting about it (same username), AT&T got back to me and allowed me to return it in store without giving back the charging plate, which they wanted me to ship back with the phone for some reason.

Finally, after wasting an hour of my time at the store returning the phone, they ordered me a new one Tuesday of last week. It was in "Preparing Shipment" after the first couple of hours, and it remained that way until this Monday afternoon. As they have a column for "Back Ordered," my order was never in that state, so I became concerned, and I emailed Mr. Elop on Friday night.

To my surprise, he responded the next day at 8 AM (EST).

"Stephen Elop"
Thanks for sharing -I am sorry that you have had this bad AT&T experience.

I will share with our AT&T account team for follow up with them.

Regards,

Stephen

On Monday--the next business day--it shipped in the early evening with overnight shipping to AT&T where I picked it up at 1 PM on Tuesday (yesterday).

Now, as my luck would have it, the SIM was once again pre-installed upside down and the battery was completely drained (it took at least 45 minutes to get it a charge so that it would start up) and nothing seemed to work quite right. After resetting (reformating) the phone, things seem to be better, but I think that I will still be exchanging it for a different phone after Thanksgiving.

I'm incredibly impressed that the CEO of a major company like Nokia would take the time to read my email--which was at least twice as long as this post--and to respond to it, even briefly. I'm also incredibly disappointed with AT&T, but I don't blame Nokia for my problems with AT&T.

This is what will keep me a Nokia customer, and what really drives me to go to Verizon (if only they had a Lumia 92x!).

Relativity_17 said,
Nokia CEO: Get this man a phone.
Apple CEO: You're holding it wrong.

Say hello to 2010 for me!

.Neo said,

Say hello to 2010 for me!

Here's the 2012 version:
Nokia: Daylight photos a little soft? Our bad, we'll get a firmware fix right on that.
Apple: LALALALALALALA WE MAKE GREAT PHONES WE ARE AMAZI- Wha? Some **** about purple haze? take a different picture, you idiot! Guh, stupid "customers".

onedrummer2401 said,

Here's the 2012 version:
Nokia: Daylight photos a little soft? Our bad, we'll get a firmware fix right on that.
Apple: LALALALALALALA WE MAKE GREAT PHONES WE ARE AMAZI- Wha? Some **** about purple haze? take a different picture, you idiot! Guh, stupid "customers".

HAHAHA

onedrummer2401 said,

Here's the 2012 version:
Nokia: Daylight photos a little soft? Our bad, we'll get a firmware fix right on that.
Apple: LALALALALALALA WE MAKE GREAT PHONES WE ARE AMAZI- Wha? Some **** about purple haze? take a different picture, you idiot! Guh, stupid "customers".

I wonder if users actually have a problem with that haze. I've photographed straight into the sun with it and nothing. The anger also died down surprisingly quickly for such a "major" problem when it was first reported. And it's surely not because people stopped buying the phones. I have a feeling there was a ton of complaints by users who didn't even have an iPhone 5.

Also, the 2012 version should, if we were to be fair here, be about Nokia's ad goof up.

I emailed Nokia after they delayed the Lumia 900 6 times in a row for the UK so they could shift extra stock to America, got a response as well.