Nokia jumped in straight away after they spotted on Twitter that Richard Wygand posted a problem with his Samsung Galaxy S4 and got no response from the company which has numerous Twitter accounts.
guys/girls please share this around so any one buying or
<blockquote class=”twitter-tweet” lang=”en”><p>.<a href=”https://twitter.com/ghostlyrich”>@ghostlyrich</a> we want to help you out. Let me send you a Nokia Lumia so you can experience how customer service should *really* work. -Jason</p>— Nokia USA (@NokiaUS) <a href=”https://twitter.com/NokiaUS/statuses/410186378337452033”>December 9, 2013</a></blockquote>s— richard wygand (@ghostlyrich)
It got a bit heated whilst it was charging, and he claims he woke up to see flames around the port area. Richard made a video to comply with Samsung’s policy on having video evidence to have it replaced. They failed to note that he would upload it to YouTube for the whole world to see.
On contacting Samsung, they agreed to replace it, but only if he took down the video and agreed to their terms (full terms here). This backfired as Richard wasn’t happy to do so and instead created another video reading the terms out – the video is now close to reaching 1 million views.
The attempt by Samsung to silence the situation and take it offline failed after the team in charge of social media atNokia US spotted this and tweeted back publicly, offering one of their handsets and showing him what real customer service is about.
.@ghostlyrich we want to help you out. Let me send you a Nokia Lumia so you can experience how customer service should *really* work. -Jason— Nokia USA (@NokiaUS)
They tweeted back and forth, and eventually Nokia successfully took the conversation offline by getting his email address.
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