Nokia
Faulty mobile set E 51

Dear Sir

I bought a new E 51 from M/s Party People, Ludhiana on 18/04/09. Invoice No. 465 dated 18.04.09

In about two week's time, two buttons on the set stopped working. On 09/05/09 I took the set to the above said seller who forwarded me to Nokia Care, Model Town Extension, Ludhiana.

The lady at Care Centre informed me after checking the set that some liquid has seeped into the key pad and the same will have to replaced against payment since the fault is not covered in the warranty.

Owing to total trust and thereby their Care Centre, I readily agreed for the same. The lady in question was Ms. Neeru and was very cordial and polite.

On 12.05.09 I received my set back seemingly repaired. I was handed over an invoice for Rs. 1000/- which was surprisingly not in the name of Nokia but a private party called Mobile People.

After using the phone for further two days, a worse snag appeared wherein some switches stopped responding whereas others were responding even without pressing. All in all the mobile had become quite unusable, one could not dial any number without the unwanted digit / function coming on screen on its own. Since I was out of Ludhiana and came back on 18.05.09, I went to Nokia Care again yesterday, 20.05.09 and approached Ms. Neeru. She assured me that since I have already paid for same problem once and that too when the set was only purchased one month back, it would be repaired free of charge. I was asked to wait for some time at Centre itself. After waiting for about an hour, I was told that repairs were taking some time and I would receive a call whenever it was finished. That was about two o' clock yesterday.

Today I went to the Centre again not having received any calls, this time I was talked to by a different lady who very rudely informed me that since there's liquid inside the phone, I will have to pay repair charges. I tried to tell the lady that I had bought the phone only on 18/04 and have already paid Rs. 1000/- for same problem only two days before the problem reappeared. She was not willing to listen. My submission in the whole case is :

1. Why should liquid reappear only two days after getting the same repaired? I don't go swimming, use the phone normally, have been doing so since 2002.

2. Why was I told yesterday that the repair would be done free of charge and when I went to collect the set today, I was told that I would have to pay when the set had been examined properly even yesterday?

3. Why should I pay for getting a new set repaired for something I don't have any hand in causing? I took the responsibility first time that maybe because of my incorrect usage, some liquid had seeped in, but I can assure you, after paying money for the same, I was extra cautious of the problem next time around. Is it possible that in two days, a problem far worse than before should occur because of my incorrect usage, I don't think so.

4. When I am giving my set at a Nokia Care, why am I getting invoice of some private player called "Mobile Super Market" (Invoice No. 351993 dated 12.05.2009 for Rs. 1000/-). I think these people are running a racket under the name of Nokia which has people's trust.

And I must tell that the lady I encountered today was so rude and unprofessional that in my anger I left both the repair slip and the set (alongwith back cover and battery) there at the Centre itself.

You are requested to intervene in the matter and it is my request to you that I don't want to take a Nokia set any more. It seems that the days when Nokia used to be the preferred brand are going to be over soon, at least I was a die hard fan of the mobiles under this brand name, not any more. You are kindly requested to reimburse the money I had paid for the set in the first place Rs. 11, 300.00,

I am not asking for the amount I have paid for repairs Rs. 1000.00 and for numerous visits I have paid to Nokia Care wasting time and money on the efforts. My phone no. is 9417217925 Phone Numbers of the Nokia Care Centre are 9988800044 and 9988700033

With regards

(Sandeep Nagpal)

Ludhiana, Punjab

India

Company: Nokia
Country: India

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