This was an answer provided by Nokia to ST Forum Online following a serious complaint made by a customer:
Eight months old, and mobile phone already sent for repairs thrice
I HAVE always thought of Nokia mobile phones as user-friendly and reliable until now.
My wife's Nokia N73 has been in the service centre since March 23. As of today, we still don't have a clue as to when the phone will be repaired and it is proving to be very distressing.
Initially we were given an indicative repair duration of five days when we sent in the phone which had refused to function at all.
Unfortunately, it has become an unbearable and frustrating wait, coupled with several conversations with Nokia Careline or service centre staff who were of not much help.
Why isn't there a loan phone for a customer whose phone is under repair for more than a week despite having requested it?
The amount of inconvenience without a mobile phone in this day and age is unspeakable.
My wife's phone is less than eight months old and yet this is already the third time that she had to send it in for repairs.
Andrew Ang Uun Loong
Nokia takes customer service seriously
I REFER to the letter by Mr Andrew Ang Uun Loong, 'Eight months old, and mobile phone already sent for repairs thrice'' (Online forum, April 23).
We apologise for the inconvenience that Mr Ang's wife experienced while trying to have her mobile phone repaired.
Customer service is of great importance to Nokia and we have since contacted them to resolve this matter.
Senior Manager, Communications
Nokia Asia Pacific
This is the barest of bare replies - apology and we have contacted them.  Must an aggreived consumer write to the newspapers before their complaint gets addressed?  And once it reaches the newspapers, isn't it thena  public matter that deserves a reply rather than a hushed hushed tone?  Getting away with these sorts of replies only further encourages service providers and retailers to ignore customer complaints - after all, not everyone will write in to the newspapers.  And even if someone writes in, all the company needs to do is to say "sorry, and we have contacted him to resolve the matter"  and the public has no idea how the matter is resolved.