I bought a new E 63 phone from Vijay Sales bill no - 06/br05/09csi 951 in the month of May thinking that this phone is one of the best in the market. Even I suggested couple of my friends to buy the phone but to my surprise all of us are repenting and feeling like throwing this phone in the trash can. Following are the reasons -:
1) The very next day, my phone started freezing up every now and then. When I enquired with Vijay Sales they simply asked me to contact Nokia. That was pathetic customer service by Vijay Sales.
2) When I contacted Nokia service center (I can produce all the documents of contacting them), they told me that its a common issue and it happens due to software problem. They reinstalled the software in my NEW phone. But still we are facing same issue.
Now not only me but even my friends are facing same issue.
I even requested nokia service center to give me a replacement phone then I will submit the phone in contact center for repairs... first of all... why do I need to repair a new phone which has started giving me these issues... Nokia should offer me different phone as its their problem and not mine...
I even asked them to call me and lets discuss the issue... till day I have not received any call from nokia... WHAT A DISGRACE!!!
My email communication with Nokia...
RE: Nokia - Swapnil Kotnis - E63 Service Provision
From: Swapnil Kotnis ([email protected])
Sent: Fri 9/18/09 7:43 AM
To: [email protected]
I am ready to submit my phone... will I get any temporary phone for use?
> Date: Thu, 17 Sep 2009 11:27:00 0300
> From: [email protected]
> Subject: Nokia - Swapnil Kotnis - E63 Service Provision
> To: [email protected]
>
> Dear Mr. Kotnis,
>
> Thank you for e-mailing Nokia Care.
>
> This e-mail is in reference to service provision of Nokia E63. We regret the inconvenience caused due to the service history of the handset. We have noted your experience at the Nokia Care Centre. We request you to revert with the address of the Nokia Care Centre so that we can do the necessary fact findings and action it accordingly.
>
> You may kindly note that in order for us to initiate an investigation on your phone concern and to provide an effective and definitive resolution; we require your handset to be present at a Nokia Care Centre. Hence, please submit your phone at a Nokia Care Centre and revert with the previously requested details. Please be assured of our best attention in resolving the phone concern.
>
> We seek your patience and further solicit your cooperation.
>
> For further enquiries, 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/asknokia
>
> Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product.
>
> To ensure proper handling, please continue to use the current subject line.
>
> Kind regards,
>
> Junasha Barman
> Nokia Care
>
> Disclaimer:
>
> This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company.
>
> The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice.
>
>
> [THREAD ID:1-3QJN8J0]
>
>
>
> &--Original Message&--
>
> From: [email protected]
> Sent: 16/09 03:35:15 PM
> To:
> Subject: RE: Nokia - Swapnil Kotnis - E63 Phone Functionality
>
>
>
> Dear Pavan,
>
> I have already done this couple of times. Second time, I did not give my phone for reinstalling the software because I know it will not make any difference. Earlier when they reinstalled the software no one at nokia service center was sure that it will resolve the issue. When I asked them whether the problem would be resolved after reinstalling the software, I was answered as "Shayad ho jayega... yeh is phone ka known issue hai” When nokia is not sure of its own products then whom should we approach to repair it?
>
> I thought of writing to Nokia directly to make them aware how the goodwill of company is deteriorating because of the pathetic service centers.
>
> I and my other colleagues who have a similar experience really do not have time to visit service center every now and then. We are working in such an industry where we receive hundreds of calls on a daily basis and we cannot afford to keep our phone away from us. Though it is freezing every now and then, at least it is working some times in between by god’s grace.
> If you really want to help us out please arrange someone to talk to us.
>
> If you think, I am blabbering; I am ready to give you handset information of my colleagues also.
>
> We are also thinking of approaching consumer forum with the complaint details. Please do get me wrong as I am not threatening you.
>
> Expecting a way out…..and good customer service experience directly from nokia…….
>
>
>
>
> Regards
> Swapnil Kotnis
>
>
>
>
>
>
> > Date: Wed, 16 Sep 2009 11:46:05 0300
> > From: [email protected]
> > Subject: Nokia - Swapnil Kotnis - E63 Phone Functionality
> > To: [email protected]
> >
> > Dear Mr. Kotnis,
> >
> > Thank you for emailing Nokia Care.
> >
> > This e-mail is in reference to the phone functionality of Nokia E63. We regret the inconvenience caused. We have 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, kindly be assured that Nokia manufactures mobile phones and accessories with focus on optimal performance and user friendliness. However, it is unfortunate to hear of the concern you are facing with your mobile phone.
> >
> > Furthermore, we request you to submit your phone at the Nokia Care Centre and revert with the below mentioned details:
> >
> > 1. Latest Job sheet number and date of submission of the handset
> >
> > 2. Previous Job Sheet numbers and their respective dates of submission
> >
> > 3. Location and complete address of the Nokia Care Centre (where your handset is submitted)
> >
> > 4. IMEI/Serial Number of the phone
> >
> > We recommend you to take along the proof of purchase/receipt while visiting the Nokia Care Centre. Your phone would be repaired under warranty if it meets all the warranty guidelines.
> >
> > For location of a Nokia Care Centre nearest to you, kindly access the following web link:
> >
> > http://www.nokia.co.in/A4536241
> >
> > Before submitting your phone at the Nokia Care Centre, you may kindly take a backup of the phone contacts data to the SIM card. If the phone supports memory card, take a back up of contacts, messages, images, clips, etc. on to the memory card or on to the PC. Back up can be taken, provided the phone is in “Power ON” condition. The technicians at the Nokia Care Centre and Nokia India would not be responsible for the loss of data during the repair process.
> >
> > For further enquiries, 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/asknokia
> >
> > Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product.
> >
> > To ensure proper handling, please continue to use the current subject line.
> >
> > Please send us your feedback on our Email service by visiting on the following link:
> > http://digiumenterprise.com/answer/? inv=10263153&chk=PQMKB3XC
> >
> > Kind regards,
> >
> > Pavan Kumar
> > Nokia Care
> >
> > Disclaimer:
> >
> > This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company.
> >
> > The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice.
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