After my post-mortem on the Nokia N900 microUSB failure fiasco I received an interesting offer from Nokia: collect the Care experiences in a clear, objective format, and the situation(s) would be investigated.
An offer I can’t refuse.
To start this off, I am reintroducing the survey that galvanized the maemo.org community. That survey has closed but had collected a significant amount of data beforehand. The challenge here is to bring respondents back to the table. Even more critical, to obtain a reasonably accurate picture of the problem’s scope we really need response from as many people as possible, especially those not having any problems. More on that later in the article.
For those who either encountered unreasonable difficulty getting proper service, or had no success at all, please provide the following in comments here:
- Mode of failure
- Country of purchase
- Months of use
- Did you file off and/or compress male connector prongs?
- Care center(s) involved
- Details of Care experience (number of service attempts, escalation, if satisfaction survey was sent to you, etc)
Please limit responses to objective descriptions to make reporting and analysis easier. I will also be collecting what I can from previous postings.
Now, I can’t promise a positive outcome for everyone currently frustrated by service difficulties or outright refusal, but I can guarantee nothing will improve without trying. Hopefully Nokia is serious about addressing the inconsistent and often poor N900 customer support experience so far.
You can of course help: spread a link to this post far and wide. Tweet and retweet the message. The more people respond, the more accurate and useful the data can be.
On a broader note: I wasn’t surprised to learn this issue is affecting other companies such as HTC. Any manufacturer who elects to use a surface-mount connector for charging and/or data transfer is asking for trouble in my educated opinion. Interestingly, leaked photos of the Nokia “N9″ indicate through-hole mounting for its microUSB port (far right side of linked picture). This may well turn out to be an instance of one company learning from its mistake, and setting itself apart from competitors in an unglamorous but highly useful way. This will be critical as Nokia seeks to retain current customers and gain new ones. There’s been a lot to forgive.
Filed under: Addressing Retention, Delivering Quality, Mentioning Maemo, Mentioning MeeGo, The Write Stuff, Unusability, Ways of Rocking Tagged: CARE, customer, customers, failure, N900, Nokia, poll, service, survey, usb