I had purchased a Nokia Hand Set Model No.7610, IMEI No.359331020642977 on 12/08 from Big Bazaar, Arcot Road. Due to a big sale going on that day, the surroundings were very noisy and `low incoming noise’ at that time was explained by the Sales Person as due to high level of surrounding noise. The phone was therefore accepted.
On using the phone, I found that the incoming noise level is so low so as to make the phone unusable. I sent the handset to Nokia Care at Anna Nagar after a few days.
The service person at the centre stated that this problem could be due to BSNL SIM card and recommended Airtel SIM. Even though this is not a co-branded set and should be usable with any service provider (if the signal strength is adequate). When I again checked the set by changing the SIM, the problem was found to persist. After this, the set was handed over to Radiant Telecom, Anna Nagar, Chennai, who belatedly accepted it in terms of service job sheet no. 683465550/090825/40 of 25/08/09.
As the repairs were prolonging and one does not expect major defects needing one week for repairs for a brand new set, I reported the matter to Nokia on Telephone No.080-30303838, who assigned complaint no.1-7941031688. As I realized immediately after the conversation that no good is going to come out of it, I also reported the matter through e-mail. This has also reached a dead end predictably, with the company using stone-walling tactics to deny legitimate customer complaint. Instead, it has been showering inanities and platitudes, addressing it in a “holistic” manner, recommending enhancing patience. In their view, 7 – 8 days for repairs, that too on a brand new product are not too long and that Nokia customers should be more patient, while waiting for repairs to the defective set sold by company.
I do not feel that Nokia would be justified in selling a new defective product and having already been made a request for replacement, I find that the company is using its various interfaces available to the customers to block this justified request.
Finally, they informed on 31/08/09 that the phone is ready, but the slider of the phone was found to be damaged on examination. Thus, I have decided that I’ll not take delivery, while Nokia states that I should check the phone for function, and not worry about the aesthetics. The phone continues to lie with their service centre at /Anna Nagar.
Since this constitutes deficiency of service, selling a defective product, I request Nokia to replace the product.
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