I want to bring this to your notice that I may be one of the many customers I guess who is not happy with the services provided at nokia care centers. I am having nokia 3230 and the problem is with the display, though the system is under the warranty but still nokia care people are not repairing the set, what to talk about replacing a part. Instead they have now cited a reason that it is physically damaged which actually it is not.
It all started on 26 th feb 07 all of a sudden the screen started flickering and loosing the colours, not able to comprehend what happened I went to nokia care sector 35 Chandigarh, they kept experimenting it and finally asked me to show it in sector 22 chandigarh and they confirmed it is not damaged anywhere but they don’t have the means to repair it I have to go to sector 22. I handed over the set to sector-22 nokia care on 29th and I went today to get the cell back, they said it not repairable and stated it will cost Approx Rs 3000/- . I reasoned with them about the warranty they said it is physically damaged, and on the jobsheet it is mentioned it is physically damaged estimated cost Rs 3000/- on asking what part is damaged and what replacement will be costing this money and why is not mentioned on the jobsheet what part has to be replaced and what part is costing me this money they didn’t had an answer to it. They called their engineer and the set was opened up in front of me and the engineer confirmed to me nothing is damaged then I asked why am I being asked to pay Rs 3000/- for nothing being damaged and instead of the cell being inside the warranty.
The engineer called somebody over the phone and came to me that the upper part of the body is damaged which is not. Then another engineer came and started interrogating the outer body of the cell and pointed to a small scar on the so called C cover and said this is physically damaged which seemed to me was because of the normal wear and tear and not any damage. I was forwarded to Ms Renu the central manager who was so adamant and not ready to listen to me, and stated will not be repaired. Then I reasoned that OK let us consider it has gone outside the warranty and you will charge me but then customer should have the right of what he wants a repair and for what he does not. I said if you think it is damaged from outside and inside both and is not covered under the warranty, then I only want the cell to be repaired from inside that is the display and not outside (cover) and I am ready to pay for it. But she said we will not repair from inside alone you have to get it repaired from outside as well, although she confessed that the ostensible damage outside has got nothing to do with the problem inside. Inspite of my being ready to pay for the display problem they want me to pay a bigger amount for the problem which is not there.
I am having the bills and gone through the warranty as well, I want a solution as I had spend a good over 10, 000/- on this cell and is well under the warranty. I think nokia here is not doing anything else but fleecing the customer. If no action is being taken even after this mail I ll prefer to send a Plea to (TRAI) or consumer court. I am sending along the scanned copy of the job sheet.
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