Sir / Madam,
This is to bring to your concern about the ground realities for the reduction in the customer satisfaction towards NOKIA mobiles and its service centres.
I used to feel proud to have all mobile phones in my family of NOKIA make, thanks to the quality of build the company provides. For last 10 years, whenever any one asks me the suggestion to purchase a mobile, I use to recommend them only NOKIA, which I have already tested the quality of performance over these years.
But the greatest hiccup I use to find with the company is their service centre. Whenever I give it for repair, I use to get scared, whether the same quality will continue or deteriorate. It is something like a person going for a tooth ache gets diabetes. Both the disease don't have anything in common expect being part of same body, but due to the doctor's wrong prescription of medicine a small problem severes to a disastrous one!
The timing of the NOKIA Service Centre is designed in such a way that a Customer should bunk his office, or leave away all his emergency works because their shutter automatically closes at sharp 7 pm daily (whereas all other shops in the market takes this time as the peak business hour).
Since I believe in perfection, I use to give my mobile for even simple problem to the NOKIA CARE centre only.
On 08th March I went to Smart CARE (NOKIA Service Centre) Pattom, Trivandrum, Kerala. for the problem in keypad and speaker low volume issues in my mobile (N73 Music Edition). I got it repaired and collected on 10th March (Service Bill No. LW14294). Same day I thought to change the body panel, but it was unavailable in the shop, for which I went to MOBILY, Pattom, Trivandrum and got it changed.
But when I got back after 8 days from MOBILY, multiple problems started in my handset. Start-up tone was interrupting, top speaker sound was not good, joystick movement was defective, memory card not reading, mobile getting heated up within 5 minutes, battery getting discharged within hours without any usage.
For this, I went again to the same NOKIA service centre on 24th March (Saturday) (I could not go early because of beautiful timing set by your service centre on all days) and explained all above mentioned problems to the representative. Even I gave a separate note for their reference so that they should not miss any of the mentioned problem.
On 29th March, I got an SMS stating the mobile was ready. On 31st March, through the busy traffic of the city, driving away from my residence for more than an hour, I could somehow reach the shop at 7 pm. The person at delivery counter accepted my receipt, but the staff who use to be there at reception, switched off all the lights & fan to remind me that it had closed. This kind of treatment is the first of its kind for me, for which I felt as if insulted.
After recieving the handset (Service Bill No. LW15008), without explaining whether all problems were corrected or not, they collected cash from me and went away getting busy for closing the shop.
After coming out of the shop, when I checked, none of the problems mentioned were corrected. I felt as if cheated for giving my handset to them and wasting my time and losing my self esteem in from of them.
I would like to know what is the concept behind fixing the closing time at 7 pm, and not at least upto 8 pm? Whether mobile is the only important asset for an individual to concern about, and leave all his important works, because he/she has to get this asset corrected before 7 o'clock of any day?
I now really feel sorry for my beloved mobile which never gave me any complain for over 4 years, and just for making it perfect I have almost lost it!
Hope this letter may be an eye opener for the company.
Hoping for a positive and prompt response for corrective actions.
Regards,
Manoj Kuma
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