Nokia India
Defective mobile phone

Sub: R.C. Thukral, A-604, Navrattan CGHS, Plot No. 7-A Sector – 23 Dwarka

New Delhi – 110077 - Problem with mobilephone Model Nokia N79

Vs

Nokia Care Centre, Ujala Communication Pvt. Ltd. F-101/102, 1st Floor, Krishna Plaza, Plot No. 12, Sector-4, Dwarka, New Delhi - 110075 (Tel. No. 42730274, 9899933118)

Sir,

I purchased a Nokia Phone (Model N79- EMEI No. 356044033580273) from HOTSPOT, Dwarka vide Bill No. 3131 dated 20/03 for Rs. 13000/-.(Photocopy of Receipt Enclosed). Just after two days of purchase of my phone it hanged. I switched the phone off and again put it on, it started working. I continued with this process for quite some time, since it was not possible for me to visit Nokia Care Centre as my attendance with my wife who is on dialysis requires my presence with her all the twenty four hours. She is on CAPD (doing dialysis at residence four times a day – require one hour each time). One day the incoming calls stopped coming to me. I again did the same thing like switching it on and off. Since it was too much, the phone was new I went to HOTSPOT from where I purchased the phone. They directed me to Nokia Care Centre in Dwarka and also gave me main Nokia Care Centre Phone No. (30303838 – Perhaps based at Bangalore). I approached Nokia Care Centre Dwarka and was told there is something wrong with Software. They did something and it was working (presumably the samething switch it on and off). The very next day my phone again hanged. They told me that I should used the GB Card (Memory Card) after scanning the same. I got the GB Card scanned for Rs. 100/- and inserted the same in the phone. The very next day my phone again hanged. I again visited them and I was directed that I should use my phone without GB Card (Memory Card) for few days. I did it accordingly, but the phone again hanged. They took my phone to be sent to main Nokia Workshop (Perhaps at Mathura Road). It came back from there almost after eight days. I collected the phone from Dwarka Nokia Care Centre after handing over the jobsheet. The next day the phone gave the same problem. I went back to Nokia Care Centre. They took my phone and told me it will be checked by them and used for some time. They further told me that I should not use wifi. Since I have paid money for the phone having wifi facility, I do not think it is reasonable to tell a customer that he should not use wifi, even when he has paid for this facility. However, with this process still there was no improvement. Even in front of the Nokia Care Representative, once my phone started working and then and there itself it again hanged. They again decided to send the same to their main workshop. It remained again in the main workshop for few days and then I collected it from the Nokia Care Centre. The GB Card, battery and back cover were removed by them and same were handed over to me before sending the phone to the main Workshop. On receipt of my phone, their representative inserted the GB Card (Memory Card) in the phone. Since the phone was collected in the evening they were about to close the office I came back to my residence and noted that the Contacts which were put as backup in the Memory Card cannot be restored. I immediately phoned Nokia Care Centre (30303838) to solve my problem. As was being I directed, I started doing the same way. At one point they told me to Click at “RESTORE”. I could not find that word “RESTORE” in the phone. Ultimately they told me I can take it to Nokia Care Dwarka they will restore it for me since already earlier two times they have done this procedure when they collected my phone for repairing or sending onward to main workshop. They further told me that I should get my contacts retrieved through computer/laptop through PC Suit. They expect that any person purchasing their mobile should also have computer/laptop and should be an expert in this field, which is not possible for every customer. Anyhow I approached Nokia Care Centre, they checked my phone but could not find the word “RESTORE” and showed their inability to do anything. This problem developed after my phone came back from their main workshop second time. Previously this problem was not there. On my asking whether anything in the GB Card (Memory Care) can be retrieved or not, their reply was now nothing can be retrieved from the Memory card to phone (new problem). I asked the Nokia Care Centre to take back my phone and if they wish can send it back to their main Nokia Care Centre. Now they refused to accept my phone and they behaved very rudely and told me to “GET LOST”. I am a senior citizen and cannot expect such treatment from these people. As mentioned above, my wife is under dialysis and my presence with her all the time (24 hours) is necessary. I know as to how I was able to manage it and visit Nokia Care Centre again and again. This is the only my mode of communication with my children, family and other friends. Even whenever the phone had remained with Nokia Care Centre, I have always remained cut off from all my social contacts. The phone is new and started giving me problem from the very beginning, still I was able to accept it if is repaired and it works properly.

I kept Nokia Care also informed through E-mails.

It can be seen as to how much harassment I am facing. Now I am completely exhausted, hence I have no other option except to approach you for redressal my grievances.

In view of the above, I would request that either my Nokia Phone (same model or with any compatible model) can be exchanged or else amount of Rs. 13000/- which was the cost of the phone paid by me should be refunded. Now I do not want this phone to get it repaired since too much has been done with this phone. I do not know as to what will be in store in future with this phone. Perhaps I may get some more problems. Besides this, I would further like to claim compensation amounting to Rs. 50, 000/- (Rupees fifty thousand) as litigation, harassment and other expenditure incurred by me.

Company: Nokia India
Country: India
State: Delhi

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