Sir,
I’ve bought a Nokia Handset Model No. 2700c (IMEI No. 352019047480177) from a local retailer Sen & Co. located at Badarpur, Assam on 30-05-10. On 02-08-10 all of a sudden the handset got switched off and I could not switch it on further.
On 20-08-10 I went to Silchar Nokia care, Chanda Commercial Center, Shyama Prasad Road, Silchar – 788801 to get it repaired. After showing the handset they told me that Rs. 350 will be charged from me. They prepared a Job Sheet against it which bears no. CCC 7553 under the head of “Out of Warranty” and showing problem of “TEMPERED” also gave me delivery date of 24-08-10.
On 24-08-10 I went to Silchat to take the delivery of my handset but I was informed that it could not be repaired there and the repair could be done only in Guwahati which is overnight journey from Silchar. I requested them to do the necessary to get it repaired and also I agreed to pay the price. But they refused to do so and asked me to move to Guwahati. On that day they handed over me a “Technical Verification Form” which clearly pointed out the ELS report as “Componant Burn” with remarks “RWR” which is not covered under the warranty although my set is in warranty period and they returned my handset to me.
On 18-09-10 I got a call from Nokia Care, Silchar and I was asked to visit them imediately. After reaching Silchar, which is 30 KM from my home town, Badarpur, I came to know that there is nothing to do with me and the call was by MISTAKE.
Now, on the basis of above mentioned facts I wish to place some questions before you to be answered satisfactorily.
1. What is the detailed procedure of getting a handset repaired?
2. If there is any particular problem which can not be repaired in a particular Service Centre then is it not a duty of that particular service centre to get it repaired from another service centre?
3. Why the service centre do not mention the list of repairing that can be done there and exclusion if any?
4. If a service centre refuses to repair a handset then is there no option left to the customer but to throw away the handset?
5. What is the procedure of complaint redressal and what action is taken by the authority if there is any fault on behalf of the service centre and its executives?
6. I filled up a customer feedback form on 24-08-10 and dropped that on the complaint & suggestion box. What action is taken on the basis of that?
I strongly protest and condemn the attitude of the personnel there and I request you to take necessary steps, so that not only my handset get repaired in a proper way with proper detection of exact problem but also the erratic personnel should mind their business with just behaviour.
Looking forward to your earliest response and action please.
Regards,
Manik Lal Chakraborty
Near Railway Kalibari Colony
PO: Badarpur
Dist: Karimganj
Assam-788806
PH: 91-9401022516
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