I bought a Nokia handset 7610 supernova in June'09 from Croma, R City, Mumbai. The handset's outer cover (which protects the displays) came out as once it fell from 1 ft.height in december'09, since the mobile is still in warranty period it was advisable to take it to store from where it was purchased, so i went to Croma (as they keep on saying there is 1 yr warranty you can walk anytime to the store for "any kind of problem"), they refused to take care and advised to visit Nokia care.
I visited Nokia Care, which is located at Malad (E), as the executive took one glance and said "its a cosmetic damage, and does not come under warranty", Okay i said you charge it and repaid, he refused saying its a cosmetic damage and Nokia is not responsible, i insisted to meet the store manager. The store Manager Mr. Sandesh said its a physical damage and so Nokia is not responsible. I insisted to show the mobile at least to the engineers sitting there, but he said nothing can be done here, you have to replace the whole body which costs around 3500 but only after 7th i can do that since all the factories are closed in Singapore.
First even though its a physical damage, when the custormer is ready to pay for repair, how they can run away from their responsibility saying "it doesnt come under warranty its a cosmetic damage"?
second "how can they tell their customer to carry on with the damage since all factories are closed at their end"? cant they try to fix up the cover at their end, after taking charges?
Later on i tried to fix it up with fewiquick and the speaker got spoiled, now again Nokia will run away from the responsibililty saying its a physical damage.
How the customer will come to what is cosmetic damage, physical damage before believing on warranty terms? the terms what are mentioned in the booklet are opened after buying the product, why the Croma people cant explain about damages and what will come under warranty?
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