Nokia
Faulty handset & bad customer care

To

The Senior Manager (Customer Care)

NOKIA Customer Care of India

Sir,

Re:- Repair of a new Nokia 5610; imei # 358652019981048

I bought a new mobile on 16/08 from south extension -nokia shop. On 7/11/08 evening as i was sitting in my living room, I received a call and when i picked the phone, there was no display. it was totally blank.

I couldn't see anything in the phone. So, i took the phone to nokia care- Lajpat Nagar, New Delhi on 08/11 morning. The executive -Ms. R.Kaur took the phone didn't say anything and told me to collect the handset by Monday i.e. 10/11.On asking what was the problem, she said she won't be able to comment unless we check the handset but don't worry it will be done by Monday. I gave her an alternate no. as well hoping that they would contact me.

Nobody contacted me, so i called them up at 011-46528790 on Tuesday i.e. on 11/11 and spoke to some lady who said that they are waiting for parts of handset and it will be repaired by saturday-15/11.I asked her what was the problem with a 2 month old handset to this she said that she won't be able to comment.

I waited till Saturday evening but nobody contacted me. so, i called up to know if i should come and collect my handset. I spoke to some lady who said that they have not got the parts till now and it would take 10-15 days more to get the parts. I asked her if you don't have parts for handsets then why do you sell it in the market. They were of no help.

I called up nokia care -30303838, thinking that i would get some positive answer because without a phone for a month is like living in a hell. I spoke to krisha who gave a complaint no. which is 2-3ITNQH and she said my problem will be sorted in 2 days and told me to call back on 18/11.I did so on 18th November and i spoke to shobha who said that i can contact the repair centre after 10 days from 21/11/08.

I was not at all satisfied with this answer, so I told shobha that i want to speak to her supervisor, she said all her supervisor are on call and she won’t be able to transfer the call. I asked the name of the supervisor, he was Mr. Nikhil Choudhary.i insisted that I wishes to speak with Supervisor or manager but she didn’t transfer the calls. On asking the condition of my phone, she told me to contact the repair centre because she won’t be able to give Information. This made me very angry and I demanded a resolution to such a stupid answer and bad customer services. She was very stubborn and after 45 mins of call, she banged the phone on me. Thats so unethical behaviour.

I paid another visit to nokia care- Lajpat Nagar, New Delhi on 22/11 to speak with the office manager because I was getting frustrated with such a bad response from nokia and also without phone for 2 weeks was really annoying. And on top of that they were telling me to wait for two more weeks.

I spoke to Mr sachin at Lajpat Nagar who said nothing can be done in my case. I demanded a replacement for my faulty handset which is just 2 month old.

While speaking to Shobha at 30303838, she did tell me that the nokia care centre can replace my handset if they desire so. So, I asked sachin to replace my handset or give me a standby handset.

He said that they don’t replace handset and I told him that I received this information from helpline. He denied it and told me to call them, so I asked him if he can connect me to nokia helpline but he said he won’t do that. I called up from somebody else mobile and spoke to some guy at the helpline who told sachin to provide a standby handset but sachin said that would take near about a week to get a standby handset.

I noticed that the people around me at that shop were similarly upset with the services.

I left the shop and it’s exactly 1 week now but no response, help or information from Nokia’s SIDE.

After all what is the matter with Nokia, my family is using Nokia for the last 8-9 years. We trusted the brand so much, now you people have broken my trust completely. If I had to go for some stylish phone I would have gone for some cheap phone which I can buy for 2-3K, use them for sometime and throw them away. The only reason of choosing Nokia was the quality with style. But I think I wasted my 13K in buying such a bad handset and the brand who always publicise about buying the original.

What have you done to help me? I bought a original handset from Nokia shop but now what…

I don’t know if anybody would contact me (that would be a big surprise)…

Just felt that I need to put in my experience with NOKIA Care…

Should I recommend people to go for Nokia phones again? Need to think about it….

I demand a solution to my problem, if you can't repair it or if you don't have parts for my handset. Then replace my hanset with a new one.

Wilma

28/11

Company: Nokia
Country: India

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