This is with regard to a Nokia cell phone i had purchased on 30/03 only to find that the model is not upto the mark and in fact i believe a defective model.
Model - N 82
Bought On 30/03 at a price of Rs. 22, 000.00
Place of Purchase - The Mobile Store 222 AJC Bose Rd, Beckbagan Kolkata
First Problem started within a few days of purchase. The phone would hang up and have to be restarted. Initially i assumed it was a problem of low charge when finally on the night of 10/04 it shut down and on start up gave the message START UP FAILED CONTACT RETAILER.
11/0402008 called up customer care and spoke to Jason and went to the care center at the address provided by him at 9: 30 am. Finding it closed went to the retail store from where i had purchased the phone. Spoke to Katherine at nokia customer care and after she said it was okay submitted the phone to the retailer.
After that started a series of phone calls and emails, to the retailer, customer care, the nokia care center ARYA INFOTECH at 81/A SP Mukherjee Rd, Kolkata, where it was submitted by the retailer. At this instance The phone was returned to me with damage to the screen and so i refused to accept it and thus started a long battle of emails and phone calls to retailer, customer care, the manager Sanjay Jaiswal of nokia care center, Mr. Prabhakar Chaudhary of Nokia Care center Shakespeare Sarani and one Mr. Arnab Das. The above people were on more than one occasion extremely rude and very uncooperative. During this time i had exchanged a few e mails with people at NokiaCare [email protected] and emails regarding the problem i was facing were also sent by the retailer from whom i had purchased the phone. Finally After a lot of harassment my phone was returned to me on around 18/04.
A few days later the handset stopped working and once again with the same problem. This time i was on a tour and so on 22 /04 my mother aged 62 had to go through the trouble of depositing the phone at the Nokia care center at A M Mobile Telecom Pvt Ltd, G -7 Merlin Manor, 32 D P S Rd Kolkata 33, Job Sheet No 228434038/080422/31. This time in about 10 days or so the handset was replaced by a swap phone. Now on 1/09 this swap phone given to me has also stopped working. The problem is again the same as before. On 2/09 It has been deposited at A M Mobile Telecom Pvt Ltd, G -7 Merlin Manor, 32 D P S Rd Kolkata 33, Job Sheet No 228434038/080902/33. Since then after a number of calls to the customer care and Nokia care center On 29/09 I received a call from the service center that since the problem could not be solved once again the handset is being replaced by a swap phone. I am totally unhappy with this issue because 1) Nokia is
not ready to accept that the fault lies in the model and 2) their warranty policy according to which inspite of the fact that my phone has been lying with them for almost as long if not longer than the time i have been able to use it and the fact that i am being handed a new handset the warranty does not get extended. 3) Though they are insiting that i should accept the swap phone i have refused for the simple reason i am not convinced that it will not give the same trouble again, thrice they have assured me that the problem has been solved but that has not been the case. Moreover i am not convinced that if next time the same problem was to occur they would not just say that it was for some fault in the usage for something to that effect had been hinted at when i went to deposit the phone this time. Also it is very inconvenient to be without a phone for a month and more and also lose the data you have stored. Keeping all these facts in mind and with
the kind of trouble that I have been facing with this model I Have requested the company saying that i am not interested in a replacement and have sent many emails to their customer care department asking for refund. During this time I have spoken to many people at customer care and two of the complain numbers of the complains lodged there are 2 - 2 YU87Z, and 2- 3 CXOXB. I have a number of times requested for the phone numbers of their head office but have been refused information regards the same.
Emails from their end tell me that they adhere to strict quality controls etc etc for every handset. Which strict quality checks they talk about I do not know as three of the sets given to me have turned out to be defective. I have made countless phone calls to the customer care and the nokia care people, so many that i have lost count but do have a list of dates and names with regard to this written down. I have also sent many emails and they have been given similar replies. The last email i received asked me for a lot of details and also my contact number with the promise that someone would call me back but all i have received back is another email from a new person everytime with a few change in words here and there asking me to accept the swap phone. I have informed them that, with all the harassment that I have faced and am still facing I have no option but to approach consumer court. About a week 10 days ago I have also sent an email to
Ms. Tapasi Chkraborty the manager of the nokia care where my phone was submitted, since she had said she would look into the matter and asked me to do so, but i have not heard back from her.
Last time i told the person at customer care that i would have to approach consumer court i received the reply " you can go to wherever you want it does not bother us.
i have written to the consumer court and am waiting for a reply from them about what is to be done
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