3610
POOR CUSTOMER CARE SERVICES

10.06.2009

I HAD PURCHASED MY NOKIA 3610 (FOLDING) FROM A LEADING DEALER OF NOKIA IN KOLKATA ON DURING END NOVEMBER. RECENTLY I FOUND THAT THE BATTERY IS GETTING DISCHARGED VERY FAST AND SUDDENLY THE SCREEN GETS BLANK. SO I TOOK IT TO THE NEAREST CUSTOMER CARE CENTRE ON DPS, KOLKATA - 33.

TO MY UTTER SURPRISE I FOUND THERE THAT NOKIA HAS MORE PEOPLE ARE THERE TO COMPLAIN ABOUT THE PROBLEMS BEING FACED WITH THEIR HAND SETS. THE HANDSETS SELLS COUNTER WAS EMPTY PRACTICCALY VIS-A-VIS THE COMPLAINT COUNTER. I HAD TO WAIT FOR LONG AND WASTE NEARLY TWO HRS. TO REACH TO THE CONCRENED COUNTER WITH MY PROBLEM. I WAS ASTONISHED TO FIND THAT WITHIN A SPAN TWO HRS. NOKIA RECEIVED NEARLY 60 COMPLAINTS. THIS CAN BE VERIFIED FROM THE TOKENS ISSUED BY THE GATE MAN / LOGBOOK.

AT LAST I WAS ATTENDED, ASKED IF I USE THE HANDSET TOOMUCH. WHEN THE REPLIES WERE SAID "NO" AS I AM NOT A BUSINESS MAN. I WAS TOLD THAT HAND SET HAS TO BE SENT TO GURGAON FOR GETTING REPAIRED. I WAS ALSO TOLD THAT THE BATTERY MAY HAVE TO BE REPLACED. THE GUARANTEE OF THE BATTERY IS SIX MONTHS, WHICH THE CUSTOMERS COMES TO KNOW ONCE HE/SHE PURCHASE THE MACHINE, OPEN THE BOX AND READS THE FINE LINES WRITTEN IN THE MANUAL. IN MY CASE THE PERIOD EXPIRED BY 4-5 DAYS ONLY. UNDER THE CIRCUMSTANCES, I WOULD LIKE TO REMIND TO NOKIA THAT AS PER THE 'NATIONAL CONSUMER ACT' SUCH GUARANTEE CAN NOT BE CALLED AS "VOID".

SECONDLY, WHILE ACCEPTING THE HANDSET FOR SENDING IT TO GURGAON, I WAS TOLD THAT ALL THE DATS WILL GET DELETED UNDER THE CIRCUMSTANCES. I FAIL TO UNDER TO UNDERSTAND SUCH LOGIC OF NOKIA. MY HANDSET HAD A 2GB MEMORY CARD WHICH WAS GOOD ENOUGH TO TRANSFER AND RECORD EVEERYTHING THE HAND SET HAD INSIDE IT. AND NOKIA IS SUPPOSED TO DO IT. AT THIS POINT I WAS SHOWN THE RELEVANT PAGE OF THE MANUAL WHEREIN THE MATTER OF "DELETE" OF DATAS WAS WRITTEN.

NOKIA MUST UNDERSTAND THAT ONLY AFTER PURCHASE OF A HAND SET, THE MANUAL IS RECEIVED BY THE CUSTOMER AND NOT BEFOR EOF PURCHASE. SO THE CONTRCATS STATRS ONLY CONSEQUENT UPON PURCHASE.

MY QUESTION IS THAT SHOULD I FEEL PROUD HAVING A POOR PRODUCT OF A BIG COMPANY?

LASTLY, I AM ASHAMED TO FIND THAT NO "Email id" OF CORPORATE OFFICE . CUSTOMER GRIEVANCES OF NOKIA ARE AVAILABLE IN ITS WEB SITES / WEB PAGES.

I FIND THAT THE INVENTOR OF OF MOBILE HAS GONE DOWN OR SOMETHING S WRONG WITH NOKIA, INDIA.

SHALL APPRECIATE A REPLY FROM NOKIA IN THIS REGARD.

THANKING YOU.

Sriprakash Bhattacharya

9836310615

Company: 3610
Country: India

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