(01) On 16th March I purchased a new Nokia E63 from Chroma Bandra (W). (Croma Sale Number: 153-75559)
(02) The Phone instantly started hanging up, sometimes upto 4 times in the day.
I also faced other problems like: the handsfree attachment had lots of static and couldn’t be used, the date on the phone would suddenly reset to another date, the alarm on the clock wouldn’t work (when snooze is pressed, the phone would just go off & not come on again).
(03) I approached Croma on the 25th March and explained to them all these problems but they not only refused to replace the phone but sent me to your service center next to Bandra Police Station (which was closed by the time I reached).
(04) On 26th March I visited your service center (next to Bandra Police Station) and was spoken to very rudely by the staff who told me I couldn’t write anything on the forms that needed to be filled in (even though I was sending in a service requirement!) and that I should “only answer” their questions.
(05) I then was told I’d have to wait for 2 weeks! to get the phone back. I explained to them I was leaving the country in a few days and needed my phone but they were like automated machines: inflexible, impersonal and completely without any feeling to help the customer. Such TERRIBLE SERVICE from a service center is unpardonable and I absolutely didn’t expect this from a company such as Nokia which I earlier relied on.
(06) However since they gave me no choice, I left the phone at the service center on the 26th March.
(07) I returned to India and picked up the phone around the 21st April. (You may verify the exact date with the service center, as they did not give me a copy of the complaint sheet).
(08) I received the phone back with the Scratch Guard half removed. I told the people at the service center this to which they replied that I had handed the phone over to them like this (I definitely had not) and if not it was the people at the technical center of Nokia’s fault and they are not responsible.
(09) Completely Fed Up at this point, I just took the phone, bought a new scratch guard at my expense and hoped that it would be finally ok.
(10) However the very next day the phone started hanging up again.
(11) Till date I face these problems:
The phone hangs up daily (I have counted upto 4 times in a single day)
The Alarm clock does not work
The date still changes itself randomly
The handsfree is still static ridden.
(12) After speaking to the Nokia complaints office (Deepti in Mumbai) and on her telephonic instructions, I handed in the phone again to the service center on 11th May
(13) Though Deepti promised me on the telephone that she would look into the matter personally - all that was done was the phone was reformatted YET again.
(14) Delhi Complaints officer Himanshu told me on the phone if the product hung up again then Nokia would replace it, but when I asked him to send that in writing he not only refused but sent me a mail saying "your phone is working fine! please pick it up".
Please help me deal with Nokia, as I am shocked and distressed at the faulty product they have sold me and the complete lack of concern or care from their service centers and complaint officers.
Melody Laila.
Mumbai,
India
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