I bought one Nokia Music Express 5800 vide Bill No . 09-10 / 0260 (IMEI No – 354182023180498) from mumbai on 30th June the phone had problems from day one and the performance was not at all satisfactory. Problems were, the phone was regularly hanging and the sound was not good (Cracking), Power back up was low.
This was reported to Nokia Care, Kormangala, Bangalore who took the phone for repair on 4th Sep 09 and I was informed that this is a software problem and same shall be reinstalled and handset will be returned by 6th Sep 09, on the contrary they kept the handset with them for almost 20 days, but even after such a long period the phone could not be repaired and the problem remained as it is. The phone again got hanged and could not be started on the very next day. Again I went to them and they reinstalled the software (without even generating a job-sheet), which worked for almost 10 days but after that the phone again could not be started on 30th Sep 09.
This time I went to Nokia Care, Dadar, Mumbai, who again was of the view that its some software issue and reinstalled the software but this could again not solve the problem and phone is lying unused since than with me. I am really surprised and shocked to see such a poor performance of brand like Nokia and the service quality of Nokia Customer care. Even after so many requests the customer care has neither been able to repair the phone nor was ready to change the handset and its really harassing and impractical to go to Nokia care every now and than.
this was the complaint i wrote around 1 month back...
now after that i again went to nokia care dadar, and they again reinstall the software (again without generating the jo-sheet) and assured me that the handset will work. but as i reached my home the same day it again stop working and immediately i called Mr. Uday the nokia care dadar person and he told me that you bring it back to the nokia care.
so till now from the day of purchase i havent been able to use the set for more than 10 days and every time it goes to nokia care and comes back with a new set of scratches. then we also talked to Mr. mithun and described the whole problem and told him either to replace the set or return back the money. he told me to come to nokia care dadar and he will look into the matter. but as soon as i gave the phone to nokia care dadar the very next day when we called him he replied so rudly that what happened to phone after purchasing is not his concerned and if have shown it to nokia care bangalore then you should take it back to there itself and why are you coming to nokia care mumbai?
so this is not acceptable reply from nokia and that also from an operations head. because according to the company registration act all nokia care centres comes under the same company. and if after purchase what happened to phone is not his concerned then what is the point in spending 20000 INR on a nokia handset, better to purchase a local handset with a lot more features in one fifth the price.
now the phone is still with nokia care dadar and i am not going to take back that phone. since i didnt get any satisfactory reply till now i am again starting the whole complaint procedure and this time i will go to the highest possible authority. since the handset quality is not at par and the proof of this is sufficient enough that it has gone to nokia care more than 5 times (3 times with job-sheet and twice without job-sheet).
hope you will go through my complaint and give me prompt reply.
Pankaj Jain
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