Am posting below the entire case history of my complaints and all the email communications received from their customer care.
Am starting from my first mail i sent to the last I received... one below the other for everyone's convenience... am yet to get my phone back... 1 1/2 months have past...
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mail sent by me to Nokia support india
Jobsheet No: 3200161479
Date given for service: 29/12
Serial number: 353766006471766
Model: 6600
Product code: 0514186
Expected return date: 07/01 - AM YET TO GET THE PHONE BACK!!! AND ITS GOING TO BE ALMOST A MONTH!!!
I wish to bring to your notice about my unhappiness about the service levels, skill of your service center personnels and also the quality of your product.
FIRST ON THE QUALITY OF YOUR PRODUCT
I had a bought a nokia 6600 for 15, 000 rs about 1 1/2 years back... it would be 2 years this feb 07 and just after the warranty period, your phone starts literally conking out on all fronts... audio levels became so poor that people couldn't hear me and i couldn't hear them. The phone constantly restarts, crashes and the screen flickers "EXACTLY" like a TV without any signal... a complete mess... so much for your product and its quality!!! Have formatted it several times but the problems were obviously hardware.
SECOND ON YOUR SERVICE LEVELS AT THE NOKIA CARE HCL CENTER AT MOUNT ROAD, CHENNAI.
Like mentioned above, my phone was the center of attraction everywhere as no one has seen a phone behave like a TV, flicker like crazy and of course the usual restarting.
I took it to your HCL authorized service center at mount road, chennai on 29/12 and gave the nature of my complaints in writing. I also mentioned to them not to waste time trying to reinstall software etc. because it is clearly a HARDWARE problem. I received my job sheet and the expected return date of 07/01.
On the 7th I called and was told that the phone is ready and it can be collected. On inquiring about the nature of the problem, your serive personnel told me that the software was updated and the problem was solved.
Anyway, when I came to collect it, had to wait for 2 HOURS to get to my token number... and THEN am told that IT IS NOT READY and the problem REOCCURRED. I once again told them that it is a HARDWARE ISSUE and not to WASTE TIME DOING USELESS SOFTWARE REINSTALLATION. They informed me that they need to keep my phone under observation and would fix it and give it on the 7th.
On the 7th of Jan, I had called and inquired if my phone was ready and was told that it was and I can come and collect it. Again I came there and WAITED FOR 2 HOURS under the following circumstances. There were 10 people in the place who had taken their token numbers... the token numbers running at the time was 15 - 16 - etc. I was given a token number 46... even though only about 10 people were there. I waited for 2 HOURS watching people who came far far later than me happily walk in collect their tokens in the series 30 and finish their work WHILE I HAD TO WAIT FOR 2 HOURS... and when my turn came, your service center personnels tell me that the PROBLEM WAS NOT FIXED AND IT SEEMS TO BE A HARDWARE PROBLEM AND IT NEEDS TO BE SENT TO HYDERABAD AND WILL BE BACK NEXT THURSDAY! 8th JAN!!! After 2 weeks and repeatedly telling them the nature of the problem, it doesn't take a ROCKET SCIENTIST to figure that it is a hardware problem... but your SERVICE PERSONNELS ARE "highly trained"... right, I can obviously see how well trained they are.
After which on the 18th of Jan, I called and inquired about my phone and to my horror the person there tells me that it was ready on the 7th of Jan itself... So much for HOW ORGANIZED YOU ARE!!! I then tell them that i came to collect it on the 7th and you people had told me that it needs to be sent to hyderabad for repair. After some puzzled ramblings with some other colleagues, the person there tells me that she will GET BACK TO ME BY 3'O CLOCK on the status. SHE DIDN'T.
I had called directly to the mobile of one of your personnels who had handled my service request and the person told me that it would be ready on 20th JAN. On the 20th, when i again called, the answer was it would be surely ready on 22nd... at this point, am fed up and tell you guys to call me and inform whenever it is ready. I also mentioned to them if in case it is still not ready on monday, kindly call and UPDATE ME. NOW EVEN THAT DIDN'T HAPPEN NOR DID IT GET READY. I AGAIN CALL ON TUESDAY AND AM TOLD IT WOULD BE READY SURELY ON TUESDAY AFTERNOON AND WOULD BE CONTACTED. I STILL DIDN'T GET ANY CALL NOR IS IT READY. In a few days, it would be 1 month without a phone... and am LOSING A LOT OF MONEY WITH REGARD TO MY WORK.
I would like to ask you if these kind of service levels is acceptable to you.
I would never make the mistake of buying a nokia phone ever after again... thank you. Now can you please kindly return my phone back, repaired or not repaired, i really don't care... i would like to use it as a paperweight!!!
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Reply by Nokia on my above mail
From: NokiaCare [mailto: [email protected] ]
Sent: 24 January 15:30
To:
Subject: Nokia - Isaac Deepak - N6600 Service Related Concern
Dear Mr. Deepak,
Thank you for emailing Nokia Care.
This e-mail is in reference to the service provision of your Nokia 6600. We regret to hear of the difficulties that you are experiencing with the service provision of your mobile phone and we thank you for bringing your concern to our attention vide your e-mail. We have also noted your experience at the Nokia Care Centre. We will do the necessary fact findings and action it accordingly.
We would also like to thank you for your valuable feedback and please note that this incident is not a true reflection of our services. Our endeavor is, and always has been, to provide you with quality service and your feedback will help us in improving it further. We regret the inconvenience caused and sincerely appreciate your continued patronage.
Further, in reference to your concern with the quality of Nokia phones, kindly be assured that Nokia manufactures mobile phones and accessories on the basis of reliability in optimal performance and user friendliness. It is always our sincere and diligent effort to recommend our customers to take the requisite care in the usage and maintenance of your Nokia product to ensure the desired performance as that of an electronic product. As the mobile phone is a product of high usage a greater degree of wear and tear is associated with it.
However, it is unfortunate to hear of the concern you are facing with your mobile phone. We wish to state that the matter will be given our prompt attention. A representative from our Customer Care Division will revert to you with an update within 48 hours. Your case reference number is 2-1TCHRF.
We seek your patience and further solicit your cooperation.
For further inquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
http://www.nokia.co.in/nokia/0, 96469, 00.html
Kind regards,
Nehal Al Khadeer
Nokia Care
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My reply to nokia
&--Original Message&--
From:
Sent: 29 January 12:51
To: NokiaCare
Subject: RE: Nokia - Isaac Deepak - N6600 Service Related Concern
Dear Nehal,
Jobsheet No: 3200161479
Date given for service: 29/12
Serial number: 353766006471766
Model: 6600
Product code: 0514186
Reference No: 2-1TCHRF
Your customer care division hasn't reverted with any updates, since your mail, forget 48 hours, it is 4 days past... and overall it is exactly 1 month. Nor has the HCL service center either. How much further do you wish to seek my patience for. Do let me know.
Kind Regards,
Isaac
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Their response
&--Original Message&--
From: NokiaCare [mailto: [email protected] ]
Sent: 29 January 16:37
To:
Subject: Nokia - Isaac Deepak - N6600 Service Provision Concern
Dear Mr. Deepak,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to your concern regarding Nokia 6600. We understand the difficulties over the delay in the service provision of your handset. You may kindly note that As per the update from the Customer Care Division, your handset is repaired, we request you to collect the duly repaired handset from the Nokia Care Center on 29th January.
Further, if any concern in collecting your handset, we request you to kindly revert to us.
We seek your patience and further solicit your cooperation.
For further inquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
http://www.nokia.co.in/nokia/0, 96469, 00.html
Kind regards,
Shamshad Begam
Nokia Care
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My response after following with the hcl center
&--Original Message&--
From:
Sent: 30 January 12:11
To: NokiaCare
Subject: RE: Nokia - Isaac Deepak - N6600 Service Related Concern
Dear Nokia,
IS THIS SOME KIND OF S.I.C.K JOKE ON YOUR PART. For the 3RD TIME now, you have told me that the phone is ready to be collected and I have gone and wasted YET ANOTHER HALF a DAY, only to be told that the PHONE IS NOT READY.
After all this, I can't believe what a bunch of sadistic morons you all are and with such impunity harass your customers like this!!!
There is a limit to your pathetic service levels... And perhaps only a couple of lawsuits will hopefully fix your service levels right... I will deal with this in a court of law and perhaps either way of its outcome, at least somebody in your organization will wake up to this and few customers down the line will be spared of your harassment... Even a government office is more organized and offer better service than this... shameful for a so called MNC.
Regards
Isaac
Jobsheet No: 3200161479
Date given for service: 29/12
Serial number: 353766006471766
Model: 6600
Product code: 0514186
Reference No: 2-1TCHRF
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their response
Dear Mr. Deepak,
Greetings from Nokia Care.
This e-mail is in reference to your concern regarding Nokia 6600. We comprehend your displeasure over the prolonged service provision of your handset. Kindly note that our Customer Care Division has been coordinating with the concerned Nokia Care Center to expedite the service provision of your handset. Pertaining to the same, we would like to gladly inform you that the service provision of your phone is complete, and we request you to contact Mr. Vinod at the Nokia Care Center, today, 31st January, in order to substantiate the same.
We hope this clarifies your concern and we look forward to your continued patronage of Nokia products and services.
For further inquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
http://www.nokia.co.in/nokia/0, 96469, 00.html
Kind regards,
Tushar Kataria
Nokia Care
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From: "ext Isaac Deepak"
To:
CC:
Sent: Wednesday, January 31 4:11:06 PM
Subject: RE: Nokia - Isaac Deepak - N6600 Service Provision Concern
[THREAD ID :2-1TUPY7]
Thank you... Could I have the number of Mr. vinod, so that I could call and confirm with him directly on the delivery... am unable to reach him on the numbers available in the jobsheet.
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&--Original Message&--
From: NokiaCare [mailto: [email protected] ]
Sent: 31 January 18:45
To:
Subject: Nokia - Isaac Deepak - N6600 Service Provision Enquiry
Dear Mr. Deepak,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to your enquiry regarding the service provision on Nokia 6600. We will not be in a position to provide you the contact number of Mr. Vinod. However, as mentioned in our previous correspondence and the update received from the Nokia Care Center, we request you to visit the Nokia Care Centre and collect your duly serviced mobile phone.
We appreciate your patience and further solicit your cooperation.
For further inquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
http://www.nokia.co.in/nokia/0, 96469, 00.html
Kind regards,
Suchitra Sethia
Nokia Care
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From: "ext Isaac Deepak"
To:
CC:
Sent: Thursday, February 01 9:59:10 AM
Subject: RE: Nokia - Isaac Deepak - N6600 Service Provision Enquiry
absolutely hopeless... the bunch of you... i seriously wonder if you all have an IQ of an ape. In your previous mail (SEE BELOW), you tell me to contact Mr.vinod and substantiate the same... right!!!.. And when I ask for his number to substantiate the same, you tell me that is not possible for you to share!!!
On 3 occasions, the same nokia care centre and this customer care centre has told me that the phone is ready only for me to waste time in going there and finding it not ready... now I can't even call and find out if it is ready... brilliant!!!
There are 3 numbers printed in the jobsheet... 1 doesn't exist, the other no one picks up... at the center, your personnel tells me not to call at that number as it is for internal use, the 3rd number is one of the personnel's mobile number, who left your company 2 weeks ago. The last number is the one that some one occasionally picks up, but is unable to transfer it to to the delivery dept... your toll free numbers and your SMS phone status facility is a joke, because from day 1, the status of the phone has always been "ready"... yet you guys after over a month still have my phone in the same pathetic state. There is no necessity to respond to this mail, after all you all are going to go to the same template reply document and cut and paste a standard reply, without any utilization of your under developed brains. Meanwhile, I'll do what I have to do to protect my interest and the millions of customers who are probably facing the same.
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&--Original Message&--
From: NokiaCare [mailto: [email protected] ]
Sent: 01 February 14:08
To:
Subject: Nokia - Isaac Deepak - N6600 NCC Contact Information Concern
Dear Mr. Deepak,
Thank you for e-mailing Nokia Care.
In reference to your e-mail regarding Nokia 6600, we have noted the concern you are facing in contacting the Nokia Care Center as mentioned by you and sincerely regret the inconvenience caused to you as a result of this. We have forwarded your experience to the Consumer Feedback Team for appropriate action.
We would also like to thank you for your valuable feedback and please note that this incident is not a true reflection of our services. Our endeavor is, and always has been, to provide you with quality service and your feedback will help us in improving it further. We regret the inconvenience caused and sincerely appreciate your continued patronage.
Please find below the contact numbers and the E-mail Id of the particular Nokia Care Center for your reference.
(044) 28512568-70
[email protected]
Kindly contact the Nokia Care Center via any of the above contact numbers or E-mail Id and check on the delivery of your phone. We hope this clarifies your concern and appreciate your continued patronage of Nokia products and services.
For further inquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
http://www.nokia.co.in/nokia/0, 96469, 00.html
Kind regards,
Catherine Sumiya Joseph
Nokia Care
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&&-Original Message&&--
From: "ext Isaac Deepak"
To:
CC:
Sent: Thursday, February 01 5:35:37 PM
Subject: RE: Nokia - Isaac Deepak - N6600 NCC Contact Information Concern
These numbers are useless... have you people tried calling these numbers and check if anyone responds? One of these numbers do not exist and some are engaged and when finally gets through... only the ring goes, no one picks up... the email id is the same one... no one has responded to my email sent last week... I can't believe this is happenning... truly shocking... anyway, won't bother you all again... no point in engaging with you all ever again... so totally hopeless... and the worst part is there is no mechanism to escalate, as nobody wants to be accountable...
I bought a new sony ercisson today... so thank you for wasting my time and money.
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&--Original Message&--
From: NokiaCare [mailto: [email protected] ]
Sent: 02 February 09:42
To:
Subject: Nokia - Isaac Deepak - N6600 NCC Contact Information Concern
Dear Mr. Deepak,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to your inquiry regarding Nokia 6600. We understand your anxiety and displeasure over being unable to communicate with the Nokia Care Center and regret the inconvenience caused due to the same. As per the update from the Nokia Care Center where your handset is submitted, we would like to inform you that the service provision of your handset is complete. We request you to kindly visit the Nokia Care Center to collect your handset.
We solicit your co-operation in this regard.
For further inquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
http://www.nokia.co.in/nokia/0, 96469, 00.html
Kind regards,
Sylvia Alphonse
Nokia Care
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From: "ext Isaac Deepak"
To:
CC:
For your kind information... for the fourth time now, I went there to collect the phone after you had confirmed that it was ready... only to find me waiting there again for about 2 hours and then being told that it is not ready. Kindly scroll right down to the bottom of this mail, the whole communication string of this episode is available and please read through it. Honestly, you guys have some nerve!!
Now kindly give me the contact numbers, email id of someone from the nokia management with a substantial designation, not from HCL... someone who can bring in some kind of accountability to fix things right.
I don't wish to waste my time on your standard replies... this is my last drop... If I can't get anything substantial from the management, am filing a consumer court case, which is already in progress... Accountability would be brought in there and also for the tons of money I have wasted.
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From: NokiaCare [mailto: [email protected] ]
Sent: 07 February 17:05
To:
Subject: Nokia - Isaac Deepak - N6600 Service Related Concern
Dear Mr. Deepak,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to your concern regarding Nokia 6600. We understand your anxiety and displeasure over the service provision of your mobile phone and we regret the inconvenience caused to you as a result of this. Please be assured that the matter would be looked into on a priority basis and one of our executives will call you in the next 24 hours and assist you further.
We solicit your co-operation in this regard.
For further inquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
http://www.nokia.co.in/nokia/0, 96469, 00.html
Kind regards,
Shabina Yasmin
Nokia Care
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&--Original Message&--
From:
Sent: 10 February 11:16
To: NokiaCare
Subject: RE: Nokia - Isaac Deepak - N6600 Service Related Concern
One of your executives did call me within 24 hours... so that is some improvement... yet my problem still remains. When she told me that the phone is ready, I told her to please check with vinod and confirm, as several times, I have been made to run around after all of you have claimed to be ready and when I turn up there, to only find it not ready. Your executive apparently assured me that it was checked with the HCL centre and the concerned in-charge person over there and I could go and collect it yesterday. However, I have learnt that the phone is still not ready... so here we are once again in this "happy merry-go-around". Now I don't wish to engage this conversation with you all and it is obvious that you are all not trained to handle these things... probably all of you are a bunch of freshers sitting in a call center in bangalore or something and therefore have no genuine interest in the whole thing.
I had requested in my last mail the email id of someone from the nokia management with a substantial designation. You have conveniently chosen not to address that. Now kindly give me the details of the same.
P.S: in case, you are going to reply in the manner you have been trained i.e some pasting from some ready made mail formats... kindly feel free to use it from the mails belows... I think I have received all your standard ready-made responses.
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Dear Mr. Deepak,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to your concern regarding Nokia 6600. We understand the difficulties that you are facing concern in collecting your handset. You may kindly note that we checked with Nokia Care Center, your handset is repaired, we request you to collect your handset by today that is 10th February before 6Pm. The contact person is Mr. Vinod Kumar or Shiva. We regret the inconvenience caused.
We seek your patience and further solicit your cooperation.
Pathetic service, harassment and cover up!
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