M/s NOKIA
Keilalahdentie 2-4
P.O. Box 226
FIN-00045 Nokia Group
Finland
Tel. 358 (0) 7180 08000
Fax. 358 7180 38226
KIND ATTN: CEO – CUSTOMER SERVICE
Sub: Complaint about your Indian Customer Service – Reg.
Ref: E51 Handset Invoice 646 Dated 16.12.2007 from Nokia Priority Store
IMEI No. 358997010153398
First, I regret very much for bring this complaint to you, as there is no reliable response from India Customer Service.
I have procured E51 handset on 16.12.2007 and I am very satisfied with the performance and applications available in E51.
After a month of use, I was facing hanging problem and it got re-solved once the back cover is opened and restarted. On 18.02.08, the handset got hanged and all keys were frozen. I took it to NOKIA Multiple Mobile Care. R.S.Puram, Coimbatore and the handset was formatted vide Job sheet No. 080218/02 dated 18.02.08. I lost all my data’s and it was very hectic job to recollect and install all my data’s.
Subsequently, I had similar problem on 15.03.08 and handset was given to NOKIA Multiple Mobile Care vide NO. 345434038/080315/1 Dated15.03.08. I strongly felt that there is hardware problem and informed NOKIA Multiple Mobile Care to check seriously. But again, they formatted and given the set on the same day evening.
On 22.03. I had similar problem and Keys 3, 7 & Delete was not working. I gave for repair 3rd time vide Job sheet no. 345434038/080322/35 DT. 22.03.2008. Local MMC were unable to trace the malfunction and they have forward my handset to L3 (Cochin).
It is almost 23 days completed and they were unable to repair / take decision to replace the handset. Most worrying issue is that there is no reliable feedback. When I discuss with local MMC, they say “Waiting for spare parts”. I am very sorry to inform that NOKIA service is degraded stating that there is no spare part for E51. When I talk to your customer care, they say the handset is ready and please follow with MMC. When I email to customer care, there is very polished reply that the matter is taken up to head office and service team will contact me within next 24 hrs. No one has contacted me till now. If, I check with your Website www.namscareonline.com, the status is not updated after 22.03.2008. Customer care does not allow talking to senior executives. If interested, please let me know your email id and I will forward all my communication and reply from your customer care.
I have noticed similar problems (Hang Up & Key Pad problem) faced by E51 user in NOKIA Customer Forum. Now it is very clear that E51 has design fault. When E51 design and features are appreciated, there is no use in using E51 for Business purpose unless design fault is rectified. I have already requested to replace with new E65 and you can have my E51 for observation / study.
Hope you can understand my situation and it will be same if you are in my place. Please look into it and arrange for replacement.
Looking forward your favourable communication.
Thanking you
Your faithfully
B.Jeishanke
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