NAIROBI, Kenya, Oct 18 – Nokia has launched a mobile service centre dubbed Care on Wheels (CoW) in a move to bolster its after-sales-service for semi-urban and rural customers.
The mobile centre is equipped to manage all repairs and faults and qualified technicians onboard ensure quality and timely repairs of Nokia devices.
In addition to repairs, customers will be able to access original Nokia accessories including batteries, chargers and covers for their devices and get free tips and advice on how to manage their devices for longer usability.
Nokia says the establishment of the mobile care centre is in line with the company’s commitment to increase access to quality and guaranteed after-sales-service for its valued consumers.
The care van will visit different locations across the country to reach out to customers beyond large towns.
Speaking ahead of the official launch in Nairobi, Care Channel Manager for Nokia East Africa Brenda Okwiri said the company will continue investing in innovation and customer centric initiatives to meet the changing needs of Nokia consumers and provide unparalleled customer care across East Africa.
“Care on Wheels is designed to offer quality after sales support to our customers in their own backyards. Without having to travel to major towns, our customers across Kenya will be able receive same day service for minor repairs,” she said.
The mobile care centre will complement existing Nokia customer care initiatives.
Since 2006, Nokia Care, through its local partners, has been providing a range of services to support its product lines.
Currently, the company has care centres in Mombasa, Nairobi and Kisumu with over 125 collection points through the retail network.
To take advantage of the mobile care centre, customers are required to drop off their devices for repair with simple repairs done on the same day and complex ones completed on the second day.
In areas where the mobile care centre is not available, the Nokia Care collection points will remain available for drop off and forward shipment to the respective regional care centres for repair.
As part of the mobile care initiative, Nokia, which has been at the forefront of fighting counterfeits in the country, will be urging consumers to buy genuine handsets and relinquish fake and dead phones for responsible recycling. In return, the company will offer Nokia merchandise.
The company has so far increased its recycling collection points across the country to more than 100 following the announcement of partnerships with Safaricom and Airtel, Naivakom at Naivas, Phonelink, Fonexpress at Nakumatt and Tuskom at Tuskys supermarkets.
The move is aimed at making it easier for consumers to dispose of their fake phones and reduce the risk of e-waste.