NAIROBI, Kenya, Dec 1- Handset manufacturer Nokia has opened another care centre in Nairobi’s Central Business District to provide quality after-sales service to its customers.
Nokia’s Care Manager for East and Southern Africa Koki Muia said on Tuesday that the Hilton Hotel-based centre which is the seventh in the country was geared towards meeting the needs of consumers within the CBD.
“The care centre will ensure that Nokia customers have access to expert maintenance services, software upgrades and technical support and I am confident that it will effectively serve the Kenyan consumers in the Central Business District,” Ms Muia.
Through the centres which they hoped would have a turnaround of 48 hours, she said they would also be able to get feedback from the customers on areas where they would like to see improvement.
The firm currently has over 50 collection points in all major towns in Kenya but plans are underway to establish more service points in other cities across the country.
“We’ve realised that consumers are very different. There are those who prefer the walk-in personal customer service we make sure that we have that facility. All we have to make sure is that all Nokia consumers irrespective of their locations are given the opportunity to get Nokia care services,” said Nokia’s General Manager for East and Southern Africa Gerard Brandjes.
This is in addition to their customer care number 0900 881 000 which provides a 24 hour help line for customers experiencing any problems with their phones.
Mr Brandjes said the care services were available alongside online support available on their website, www.nokia.com/support where customers can find and download the latest tools, software update to help optimise their Nokia products.
The two officials pointed out that the measures were expected to go a long way in helping the fight against counterfeits in the market.
It is estimated that about 65 percent of the handsets in Kenya are from the ‘grey’ market.