The following is a copy of the letter sent to Nokia Customer Care nearly a week ago. I have received no reply. My complaints can also be found in the following letter.
We have always been Nokia users. Right from the Nokia 6110 in 1999, we have stuck with Nokia as our preferred brand for cellular phones. That was till recently.
As your traditional customers, we are feeling very let down and disappointed with certain off-late models of yours. My mother, a home-maker has already made the transition- she gave up her previous phone and is now (quite happily) an iPhone user. Although, I must add here that both my sister and my father are quite content with you E63 and E71 models respectively.
Now let me come straight to the meat of the issue. I recently purchased the Nokia X6-00, 16GB from the above-mentioned dealer at the specified date and rate. Sadly the phone was a total letdown, a complete disappointment. In less than 20 days, I have faced numerous issues with the phone- both with the hardware and the software.
The hardware issues include problems like a poorly-fitting frame which is coming out from all four sides which has caused sand and dust particles to settle inside the phone behind the glass of the screen, not to mention a very cheap back cover which is already bent and fits poorly; the side locker which is so loose, it appears like it’s just waiting to fall out; and a “capacitive” touchscreen which is even more insensitive than a resistive one. Here, I must mention that on first noticing the poor fit of the encasing, I took it to a Nokia Care outlet in Vasant Vihar, New Delhi where I was told by your executive that this problem “was very normal, and nothing to worry about with capacitive touch screens”, so after getting it cleaned there, I noticed dust and sand particles in the phone again after a couple of days, which, although expected, was very unsettling.
As for the software problems- there are too many: the phone randomly hangs; occasionally, the camera launches but only shows a black screen; volume rocker stops responding; the camera is very average- I have seen lower resolutions do a better job, also the photos have a nagging yellowish tinge to them which leads to poor shots; the browser is a pain to use, and it hangs very frequently; lastly but most annoyingly, your qwerty keyboard- it is, in simply words pathetic: getting the right keys in one go is a marvel and typing fast is like an unmanageable feat, not only that, the poor design and layout of the keyboard prevents you from seeing what you have typed in so far, and going to the ‘back’ screen to see what you have just typed can get frustrating. Some small things that are now expected and ‘taken for granted’ even in lower- end models were missing: like the inability of the handset to recognize area and country codes, registering the same number as a different number because of the addition of ‘ 91’. Also, it is very surprising that multi-touch input has not been accommodated in the phone.
Another negative is the aging Symbian OS, which needs a serious revamp for your touch-oriented devices. Something even more surprising was the absence of a OVI suite (music player etc.) for Mac based computers! At times, the phone displays that it is charging- even for hours on end when it is not even connected! The phone has numerou s other problems that really make its use a pain. However, on the upside the music capabilities on the phone are quite a pleasure but the poor touchscreen format really defeats the purpose. Putting it across bluntly, your foray into the touchscreen market has left loyal customers like us utterly disgusted and annoyed. You must seriously rethink and “re-plan out” your phones before launching them into the market. Till then I suppose you have lost a “Nokia family”.
In serious expectations,
xxxxx
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