Hello,
This is regarding an N85 mobile which I bought from US (around 2 years back). Recently it started giving a peculiar problem where the handset would reboot each time I try to call or receive a call. I am usually in favour of authorized service centers and hence I took it directly to Nokia Care (Sheetla WLL Service), Sector-14, Gurgaon.
They diagnosed a problem with UI board and provided an estimate of Rs 2450 for replacing the UI board-Flex cable assembly. I gave the consent in the hope that I'll receive a professional service in return. However, things started turning ugly when I reached there to collect the handset.
The first problem I saw with it was the lack of a clicking sound which usually occurs when a navigation key (or any key for that matter) is pressed. I could hear it for left and down key but not for right and top key. There was obviously some issue with the alignment of UI panel that was placed beneath the navigation key. I told those people about it but they would just not agree with the very existence of an issue. I gave up and continued testing other things. It was then when I noticed that the navi-wheel is not working. It was a little disappointing to learn this since I have gotten used to the navi-wheel since the time I bought this handset. When I informed them of this major issue, the first response that I got was something that one would not expect from a person sitting in Nokia authorized center. He told me that Navi-wheel does not exist in N-85. I maintained my cool and tried to tell him that I have been using it since past two years so there is no question of whether it exists or not. He then called the engineer (Mr Sunil) who repaired the handset and the engineer repeated the same thing. He said that there is no such thing liek Navi-wheel in N-85. Then they called another guy (his name was probably Ashish) and I was surprised to see the way he was talking. One would expect him to have some respect for customer but he lacked the basics of communication etiquettes. He said that the track-pad existed only in one model and N-85 doesn't have any such feature. When I tried to explain to him that track-pad and navi-sheel are two different things, he just wouldn't listen to me and keep iterating the same crap. He was very unprofessional (He actually looked illiterate to me) in his conduct. Anyways, I was not there to fight with him and so I kept trying to convince them just to realize finally that it is a waste of time. I told them that I can show it on nokia or other websites but they did not let me do that. In fact, Sunil said that even if it is there on website, he will stick to his argument that the actual model doesn't have this feature and that I am making up a story. It felt like I was banging my head against a wall.
After a long heated argument with the staff there (wome of whom looked like hooligans to me), I gave up. The final result was that I paid them all the charges. In return I had it written by Mr Sunil (the engineer) on the invoice that N85 does not have any Navi-Wheel.
Now what I expect is that someone tell them to go gather some information about Nokia handsets since they are sitting in a Nokia Care center. Nokia is already doing very poor in this cut-throat competition with so many android based smartphones coming in the market. The only thing they have an edge in, is their customer service network and quality. However it seems that they are losing it all. With this kind of unprofessional, deceptive services provided by Nokia Care representatives/employees, I am sure they are heading nowhere. I will try my best to convince all those around me to never ever get a Nokia product again. They are good for nothing!!!
Thinking about it again, I guess he was either trying to cover some mistake that he did while performing the job or he never put a new UI board in the first place.
I myself have worked with/for some of the major telecom giants in India and outside (including Erricson, Seimens, Hughes, CDOT) in last 12 years and I haven't seen a corporate professional fall so low just to cover a minor mistake. I am really disappointed with their incompetent service and conduct.
Kindly help me out. Does Nokia have any check on these service center's employees or customer representatives? I really want them to accept the truth and have my handset repaired completely.
Thank you.
Lalit (91-9873432350)
[email protected]
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