MTN, Nokia admit repair problem

By Leon Engelbrecht for Nokia

Johannesburg, 16 Jul 2007

MTN and Nokia have not wrapped up the backlog in repairs to handsets since Exact Mobile Phones exited the market in December.

Exact Mobile stopped repairing Nokia handsets on 31 December, when a yearly contract with the original equipment maker lapsed.

"MTN remains committed to resolving customer enquiries as quickly as possible. Yes, we are facing some logistical challenges at the moment, but rest assured, MTN endeavours to hasten the process," says spokesman Ravin Maharaj.

Nokia care development manager Matthew Channing adds "steps" are "in the pipeline that are to be completed before year-end [and] will move us closer to providing the level of service that our customers expect".

Exact Mobile spokesman Fanie Engelbrecht says the company stopped repairing Nokia phones after the Finnish OEM failed to renew its contract. He adds it "was not possible" for the contract to continue on the then-present terms. He would not elaborate on the point.

A source at the company earlier said Exact Mobile exited the contract after Nokia changed its policy on paying out warranty repairs, which rendered the business unviable.

Engelbrecht says Exact Mobile used to repair about 20 000 handsets a month.

Now what?

Maharaj says MTN customers in need of cellphone repairs "need to revert to the place of business where they initially procured their handsets".

"The trade customer will, in turn, send the unit/s to the MTN repair hub in Midrand for repair. The technical team will advise customers on the time taken to complete repairs. MTN is working on building its capacity to reduce current repair times and improve our service to our customers," he adds.

Channing says the Exact Mobile Phones development, "although not planned", "has led to positive change that would have otherwise not occurred".

"This change prompted Nokia and its partners to review and improve the way in which they operated previously. Consequently it has enabled Nokia to focus on the level of service that it would like to provide to its customers," Channing adds.

"Nokia has set up two additional high-level partners, Fuchs and Reconnect Mobile, who are exclusive to Nokia. Nokia also significantly enhanced its support to Ixia, which has had to cope with larger volumes since the closure [sic] of Exact Mobile Phones.

"Additionally, we have opened four new level-two partners that will be followed by another 15 before October this year," he says. "This will enable faster turnaround time, compared to previous years, and will allow consumers better access to repairs without having to send their devices away."