This is to bring to your notice our sad experiences at one of your service centres..
I bought a new 5610d-1 express music edition from global access, koramangla on 6th of april. Unfortunately within two days of purchase it started givin problems. When contacted, the dealers adviced us to give it to your service centres. The first time we gave the cell to the service centre in kormangla where the sofware was upgraded n battery replaced which did not rectify the problem.
We then gave it to the service center in tippasandra where we faced many unpleasant experiences.
When we gave the cell the first time, we were assured that if they find any problem with the handset they would replace the set. While collecting the cell, after about 2-3 days, they told us that they'd upgraded the software with a new version n the cell would work fine.but on usage the problems still persisted.when contacted the next day your representative Mr. Ram requested us to use the cell for 2 more days n if v still had the same issues asked us to return the cell as he would send it to the Main NOKIA care center for replacement. On his request we used it for 3 more days n since we were not satisfied whit it we gave it to the same service centre again.
Mr. Ram collected the handset from us on the 29th of april sayin he would be sending it to
the main NOKIA care center immediately so that further action could be taken n would keep
us informed about the developments as well as give a call when the handset would be ready for us to collect.but nothing of the sort happened..
Finally on may 12th when i went to enquire about the cell Mr. Ram was not available.another
representative who also happened to be the manager of the center Mr. Sarvesh attended us after
nearly an hour's wait.i was schocked to know that all these days the cell was lying in the office at tippasandra service center where as i was told that it would be sent to main NOKIA care center. When i asked him what was done about the handset he told me tat the software was upgraded n i could take it back. They did not even have the coutesy to inform tat the cell was in their office for nearly 2 weeks. When i told him tat the software was upgraded 3 times already n asked y wasn't it sent for further investigations, the reply i got was "some other employee collected the cell not me, so i've no idea bout it! ". Upon my further insistance they finally aggreed to send it to their Main NOKIA center in Chennai.
As it is the customer service is horrible at the service center..just to know tat nothin had been done bout my cell i had to wait for more than 2 hours. The biggest shock was tat the employees were not even bothered about customer satisfaction..when i kept askin them how could they be so irrresponsible n not send the handset as was told to us, the reply i got was "ok fine if u want you take the handset back n give it to some other service center! "
Another surprising thing is, it is very difficult to contact the service center by phone, not because the phone is busy but because they keep it off hook!!! n so when we call, we get an engaged tone!!
From april 29th to May 27th the cell was with them. Whenever i enquired i was told that the cell was ready n i could collect it. After going there, i get to know tat the handset has not been received yetl. One of the times i happened to visit them in the noon on 22 may, a thursday n Mr. Ram showed me a status sheet n told me that my cell had been dispatched n it would be received by evening the same day n asked me to come back in the evenin. When i went in the evenin he tells me the cell hasn't been received yet n to come back on monday, 26th of may..i stay 20kms away from the service center n its not a joke to keep travellin to indranagar every now n then. Also when i asked Mr. Ram why hadnt he sent the cell to the main NOKIA center the previous time, his reply was "ya ok but its been sent now right!! "
Nokia is considered to be a good brand because of which i chose to buy Nokia over other brands..
but now i regret my this decision so much..if this is the kind of service you provide to your customers who have made the mistake of buyin cells from ur brand i am very sorry to say tat the day is not very far when Nokia will be rated as one of the worst brands available..when someone pays so much and buys something, the least they expect from the company is some good service when required..n i dont think they're wrong in expecting it..but in which you have failed miserably..i really hope tat you consider this a little seriously n take some action because without any customer satisfaction there is no way your brand can grow..
Lookin forward to a better service the next time..
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