Complaint
I have purchased one Nokia C6-01 having product serial No. 353759047782085
From:
Reliance Digital (Retail) Ltd
Plot No. C509, Action Area 1C, New Town
Kolkata - 700 156.
On dated 17th July 12.18 PM
For Rs.13, 889.00
The Hand set was defective, Microphone was not working given complaint to Nokia and received predefined drafts as reply to my all concern as follows :
10.08.2011 to Nokia Customer Care
case ID is 1-11756107967, [THREAD ID:1-5EFA6YM]
ID is 1-1175351 [THREAD ID:1-5EFA6YM]
Dear Sir/Madam
In reference to my several request for changing the hand set with new one for which I have paid my hard earn money, Nokia has not give me appropriate response on the same, I have been forced to go there service center for repairing, I have been there, Nokia service center (Crazy Infovision, 83, Golaghata Road V.I.P Tower Complex Kolkata- 700 048, West Bengal, India) taken my handset on 25th
Of July and told me to come after 15days, I requested them to provide me substitute handset during the period of repairing but they have not given me I was not having choice and given the hand set for repairing, today they called me to take delivery, when my representative went to take the delivery of handset, the hand set was in the same condition again found the same problem as it was in the beginning and was not working, when Nokia service center people realize it is not working again told my representative to take mobile back or otherwise it will take another 15 to 20 days, my representative taken back the mobile they have given Job sheet No. 291504886/110801/34 dated 10th Augustand taken her signature by saying delivered handset on customer request with major Symptom: Q/C failed required repeat repaired.
This is the way I have been cheated by company like Nokia for my hard-earned money after paying huge amount.
Poor complaining system of Nokia hurting people like me where we cannot approach or give our concern to any appropriate authority so that he or she can take care of our complaint sensitively, only getting predefined draft from complaining system.
Requesting again kindly replace my handset with new one.
As a customer I don’t know where I am standing, to whom I have to approach or complaint feel cheated.
Kindly look into this matter and replace my handset with new one.
Please find below some of my correspondence regarding my concern and predefined customer care responses from Nokia Care Centers.
Complaints & Nokia Care Center manipulated responses on my concern:
To: "[email protected]" ; "[email protected]"
Sent: Sunday, 24 July 10:55 AM
Subject: Fw: REMINDER
I went to your nearest service center, no body entertains me for replacing the same, informed me it will take 15 to 20 days to rectify the problem, even not ready to provide me standby of same model till that time, kindly replace my handset with new one, this is a customer request, who feel cheated by good brand and good store from where we bought the same.
RE: Re: REMINDER
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FROM: [email protected]
TO: [email protected]
Message flagged
Sunday, 24 July 11:59 PM
Message Body
Hello Sanjay,
Thank you for contacting Nokia Careline.
We understand that you are facing concern with Nokia Care Centre due to service provision of your Nokia C6-01.
We value the importance of the information that you are seeking and we are here to assist you.
We would like to suggest you please contact or visit to same Nokia Care Center for further assistance.
Your case ID is 1-11760584082
For further enquiries, please feel free to email us or 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. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Thank you for choosing Nokia.
Regards,
Kapil Mathur
Nokia Careline
[THREAD ID:1-5EFA6YM]
&--Original Message&--
Sent: 24/07 12:48:11 PM
To: [email protected]
Subject: Re: REMINDER
Dear madam
As per my earlier mail request I went to nearby nokia care center for details pl see my earlier complaint your nokia care center roudly told me keep you mobile it will take 15 to 20 days for replacement and not rerady to provide me alternate HP for use during these days this is the way to treat new customer who only bought this mobile hardly 24hrs back this realy harashing kindly do the needfull to provide me new hand set ASAP
Sanjay
9748543023
Sent from BlackBerry® on Airtel
&--Original Message&--
From: [email protected]
Date: Sun, 24 Jul 09:24:31
To:
Subject: RE: REMINDER
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Hello Sanjay,
Thank you for contacting Nokia Careline.
We understand that you want to replace your Nokia C6-01.
We are aware of the importance of this matter and we are very much willing to provide the necessary assistance you need to resolve this concern.
As mentioned in our previos mail you may kindly note that the Nokia Care Centre would decide to service the phone or swap it with a working unit depending on the nature of concern in the phone and the level of servicing required. Hence, we are currently not in a position to comment on your request for replacement.
Hence, we request you to take your phone to the nearest Nokia Care Centre. Our technicians will assist you in the best possible way.
We recommend you 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 Nokia Care Centre nearest to you, kindly access the following web link:
http://www.nokia.co.in/get-support-and-software/repair-and-recycle/care-center-locator
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.
Your case ID is 1-11756107967
For further enquiries, please feel free to email us or contact our Technical Support Executives at 30303838 between the hours of 9:00 am and 9:00 pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Thank you for choosing Nokia.
Regards,
Anita Prasher
Nokia Careline
[THREAD ID:1-5EFA6YM]
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Nokia Care Protect extends your Nokia warranty
>> http://ctd.mdm.nokia.com/ctd/lu? RID=977156561&CON=1-6GJLWJC&CID=1-4341LXW&COID=1-4341LXF&TN=Clickthrough on Offer&RT=Clicked On URL&T=http://www.nokia.co.in/support/repair-and-recycle/nokia-care-protect? cid=ncomsup-fw-emc-bdy-ncpextwarrantyccaasw_0x0-na-cccp-in-en-na
&&&&&&&&&&&&&&&&&&&&&&&&&
&--Original Message&--
Sent: 24/07 11:00:55 AM
To: "[email protected]" ; "[email protected]"
Cc: ""[email protected]"" ; ""[email protected]"" ;
Subject: REMINDER
Not even phone used for 24hrs of purchase and as a customer I am so harashed for the service / value for my money, facing problem and harashed to replace it by new one.
Kindly exchange the same with new one, I will be obliged.
Regards
Sanjay
From: sanjay sarpal
To: "[email protected]" ; "[email protected]"
Sent: Sunday, 24 July 10:55 AM
Subject: Fw: REMINDER
I went to your nearest service center, no body entertains me for replacing the same, informed me it will take 15 to 20 days to rectify the problem, even not ready to provide me standby of same model till that time, kindly replace my handset with new one, this is a customer request, who feel cheated by good brand and good store from where we bought the same.
Sanjay
09748543023
&-- Forwarded Message &--
From: sanjay sarpal
To: "[email protected]"
Sent: Sunday, 24 July 10:36 AM
Subject: REMINDER
REMINDER
From: "[email protected]"
Sent: Saturday, 23 July 12:55 PM
Subject: RE: Re: WebForm Automated Email
Hello Sanjay,
Thank you for contacting Nokia Careline.
We understand that you want to replace your Nokia C6-01.
We are aware of the importance of this matter and we are very much willing to provide the necessary assistance you need to resolve this concern.
You may kindly note that the Nokia Care Centre would decide to service the phone or swap it with a working unit depending on the nature of concern in the phone and the level of servicing required. Hence, we are currently not in a position to comment on your request for replacement.
Hence, we request you to take your phone to the nearest Nokia Care Centre. Our technicians will assist you in the best possible way.
We recommend you 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 Nokia Care Centre nearest to you, kindly access the following web link:
http://www.nokia.co.in/get-support-and-software/repair-and-recycle/care-center-locator
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.
Your case ID is 1-11756107967
For further enquiries, please feel free to email us or contact our Technical Support Executives at 30303838 between the hours of 9:00 am and 9:00 pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Thank you for choosing Nokia.
Regards,
Vinamra Saxena
Nokia Careline
[THREAD ID:1-5EFA6YM]
&--Original Message&--
Sent: 22/07 05:31:17 PM
To: "[email protected]"
Subject: Re: WebForm Automated Email
THREAD ID:1-5EFA6YM
case ID is 1-11753512005.
Dear Mr. Ankit Mathur
Kindly solve my problem inspite of sending me such a nice mail, realy feeling helpless and don't know what to do, Kindly replace my handset with new one ASAP, and advice me to do the same.
Regards
Sanjay 09748543023
From: "[email protected]"
Sent: Friday, 22 July 12:30 PM
Subject: RE: WebForm Automated Email
Hello Sanjay,
Thank you for contacting Nokia Careline.
We understand that you want to exchange your device.
We know how important this is for you and we look forward to provide you with the necessary assistance.
You may kindly know that the Nokia care center would decide to service the phone or swap it working unitdepending on the nature of your concern in the phone and the level of servicing required. Hence we are currently not in a position to comment on your request for replacement.
Your case ID is 1-11753512005.
For further enquiries, please email us or 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. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Thank you for choosing Nokia.
Regards,
Ankit Mathur
Nokia Careline
[THREAD ID:1-5EFA6YM]
&--Original Message&--
Sent: 21/07 07:50:25 PM
To: [email protected]
Subject: WebForm Automated Email
[Salutations: Mr.]
[First name: Sanjay]
[Country: INDIA]
[Language: English]
[Gender: F]
[Contact topic: Other]
[Contact subtopic:]
[Message: case ID is 1-11753512005
THREAD ID:1-5EDQJWK
Dear Mr. Farhan Ahmed,
In refrence to your mail, I felt that I have done some mistake to buy this handset which is defective and seems to having some manufacturing defect, as I am working person an don't have time to reserch on your mentioned suggestions or harash myself to go your service center and rectify the handset In this connection I would like to request you to change my hand set with new one.
Thanks & Regards
Sanjay09748543023]
From: "[email protected]"
Sent: Sunday, 24 July 10:13 AM
Subject:
Thank you for contacting Nokia. Due to security reasons, we are only able to process e-mails submitted from the "E-mail Form" on our website. To send us an e-mail, please go to www.nokia.co.in/asknokia and click on the link for "E-mail Form." We look forward to assisting you with your queries. This is a system generated response. Please do not reply to this email.
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