To,
Mr D Shivkumar,
Vice-President & Managing Director,
Nokia India Limited,
New Delhi.
Subject: Replacement of Nokia E-7 handset within 24 hours, inefficient customer service of Nokia and compensation for mental harassment
Dear Sir,
I fell a victim to the attractive advertisements of Nokia and bought a Nokia E-7.00 handset costing Rs 28, 500 on March 29 at Nagpur.
On using this handset, I found the very next day that its sound output was low, both in its phone mode and multi-media mode. On March 31, I visited the Nokia Priority showroom at Dharampeth, Nagpur (Grace Communication). An executive of Nokia, Mr Prashant Phate, happened to be at the showroom at that time. I spoke with him. He advised me increase the volume control and see the results.
However, even after doing this, the problem persisted. So, I called up Mr Phate on his mobile phone. He then told me to take the handset to Nokia Care at Jhansi Rani Square, Nagpur. On April 8, I took the handset to Nokia Care. The people there told me that they would have to repair the handset. I did not agree to this because, as the handset was a new one, I did not want to get it repaired and instead I was thinking of getting it replaced. So, they told me that they would try to solve the problem by updating the software. I agreed to this and also agreed to leave the handset with them for the purpose of updating the software. At the same time, I gave them strict instructions that they in no case should they repair the handset or open it.
On April 9, I got a call from Nokia Care informing me that my handset was ready. I went to Nokia Care and was told that the handset has been repaired and a new speaker has been installed. I was shocked by this information as I had strictly asked them not to repair or open the handset. Even with the new speaker, the problem of low sound persisted. Therefore, I refused to accept the handset and requested that it be replaced immediately by a new one.
I met the Manager of Nokia Care, Mr Vilas Ghasal and told him what had happened. I told him that I had specifically asked the repair executives not to repair my handset, despite which they went ahead to repair it. Mr Ghasal said that he could do nothing about it and refused to accept my request for a new handset.
After this, I left Nokia Care. I contacted the Area Service Manager of Nokia Care, Mr Amit Bhalerao and Team Leader, Nokia Sales, Mr Rahul Verma. After long discussions with them over two hours, they agreed to replace the handset. However, they said that this would take at least 10 days as the handset would be sent to Delhi and the new handset would also be dispatched from Delhi.
I also informed Nokia Priority dealer M/s Grace Communication about the above incidents. They requested me to contact the Area Service Manager of Nokia, Vidarbha, Mr Rahul Gaikwad before taking any further step. I spoke with Mr Gaikwad on 11-4-11. But he too said that the handset cannot be replaced immediately and that the process will take its own time.
This whole affair went on for more than 10 days. During this period, I suffered great mental harassment and unnecessary physical exertion. I was made to run from pillar to post as one Nokia executive would refer me to another executive. I was used as a football by your people and each of them seemed interested only in avoiding me and shirking responsibility.
Hence, I am bringing my grievance to your notice with the request that you look into it.
At the same time, my prayer to you is that:
(1) I be given a replacement of the handset within 24 hours of your receiving this mail in your e-mail inbox. Failing this, I want to be repaid the cost of the handset (Rs 28, 500) along with 18 per cent interest thereon.
(2) I have gone through tremendous mental harassment in these last 14 days and it would continue till this problem is resolved. It has also affected my work and I had to spend lot of time as well as physical energy in meeting and talking with the Nokia executives. Hence, the company should compensate me for causing me undue and unnecessary hardship by paying me a monetary amount of Rs 1 lakh.
(3) An inquiry be conducted into the rude and inhuman behaviour of Nokia executives and a report of the action taken in this affair be sent to me.
If the above prayers are not accepted, this mail be treated as a legal notice and I would be compelled to take legal recourse.
Thank you,
Bhaskar Londhe, Nagpur
[email protected]
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