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Wednesday, April 06, 2011

Nokia opens L3 care centre in Lagos

LEADING manufacturer of cell phones, Nokia, has gone a step further in its effort to satisfy teeming customers by introducing a third level (L3) customer care centre in Lagos, reports CHARLES OKOH.

The centre which is the highest level of customer care and was previously located in Abuja, was brought to Lagos to meet the needs of its numerous consumers located in Lagos, the commercial nerve centre of the nation.

Head of Care, Nokia West Africa, Mr. Silvin Sinan, said, L3 centre is to serve as referral for all the collection points and care centres across the nation.

Sinan also said the centre would deal with broad level repair issues, for either rebuilding or swapping, stressing that Nokia has the highest number of care centres in the market.

He said, arrangements are on to introduce mobile care centre in order to reach as many customers as possible across the nation.

“For phones purchased within Nigeria and are still under warranty, customer with any problem can submit the phones in any of the collection points and they are fixed for free,” he said.

Sinan further advised customers wanting to purchase Nokia phones to go to recognized dealers to be sure of the quality of the phone.

“We also advise customers to determine the warranty status of their phones by calling *#06# to get the IMEI number. Type IMEI and space and IMEI number and send to 32053. This is to check if your phone has warranty in Nigeria, if it thus it will tell you okay,” he said.

He however, said that for phones whose warranty have expired, it does not mean that the phone is fake, adding that Nokia does not toy with after-sale services.

“We invite them to our customers’ forum to find out their expectations and we strive to meet those needs,” he said.

Equally speaking, Managing Director, Best Service Raya Distribution, operators of the L3 Centre, Mr. Ahmed Magdy said the standard of repairs at the centre is of international standards, adding that the turnaround time for all phones sent to the centre is three days.

“For repairs at the collection points it requires two hours while at care centres, which is the level 2 care the turnaround is 2 hours. We are determined to continue to serve our customers,” he said.

He said the technicians consisting mainly of Nigerians, are sent regularly to training courses to be abreast with development in the technology industry.

Magdy said they randomly keep in touch with customers to be sure that they are pleased with the services rendered.

Remmy Nweke:
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