19-5
To,
NOKIA INDIA
Dear Sir / Madam,
SUB: EXTREMELY POOR QUALITY / CALLOUS SERVICE – regarding my
E-71 phone.
REF :
• My Complaint ID : 2-40 PX X 1 (Nokia Careline) made on 16-5-09.
• Service centre (Kadavanthra, Cochin, Kerala) ‘job-sheets’ – several times
• My Phone E- 71 Nokia handset (IMEI :354855020828694) bought on 4-8
I have been having a very a very bitter experience with my E-71 & its service. For last 5 months, the phone has been in the service centre more often than with me.
I have to seriously say that I have lost all confidence in the set now –justice demands that a new replacement set is given rather than continue this charade of repair after repair.
Thanking you,
Yours sincerely,
BIJU JACOB ABRAHAM
9-5
BACKGROUND
1. Bought E- 71 Nokia handset (IMEI :354855020828694) on 4-8 from authorized showroom – Poovath Internatonal, Nedumchalil chambers, Mullassery Canal Road, Cochin-11, Kerala.
2. No problems noted initially but probably as more data fed including contact details, photos etc, ‘MENU’ switch started to ‘hang’- that is on pressing this switch, screen gets stuck. Phone had to be switched off & restarted to work the keys.
3. Was told initially Nokia phones get this problem – so ignored until increasing frequency of above became a real nuisance. Took phone finally to showroom in Dec – who made some adjustments but told me to next take to Service Centre for software upgrade if problem recurred.
4. As problem continued, over next 2 – 2 ½ months, several visits were forced on me to visit the Service centre at Poovath Internatonal, kadavanthra, Cochin, Kerala as follows :-
• Initially, software upgraded. Went home
• Problem continued. Software upgraded again – as they said probably the older software version was uploaded before! Went home again.
• Problem continued. This time, they insisted on opening the set before proceeding (against my serious objections). After reassembling, lower left switches failed to work except on ‘hard press’. Service technician said its ok & only on hard persuasion took it inside. I found the keys still stuck on return & also noticed a gap between front & rear sides – this made them take it inside a 2nd time. Now the above keys worked well. Was dark when I went home.
• Next day, I found key panel at upper left had cracked – obviously from the careless multiple opening the previous day. Returned the phone. Got it back only after several days – as key-panel had to be replaced.
5. On 21-3, as “menu’ hanging continued, in exasperation visited the showroom as I bought the set there. They assured me on hearing my travails that all problems would be solved if I met Mr Shahid – Head of above Service Centre. They also re-assured me that normally with problems recurring more than thrice, by convention, a new replacement set would most probably be arranged. At Service centre, met Mr Shahid who told me clearly that he would send the set to Delhi immediately & also assured me he would arrange a new replacement set with a new IMEI number!
6. Another bout of delay before I got back my ‘same set’. On using, SAME PROBLEM WITH ‘MENU’ KEY CONTINUED! Fully exasperated, wrote now an official letter on my letter pad, returned set again on 9-4 at Service Centre to Mr Shahid again personally & told him I am tired of all the above & demanded a new set – as I had lost full confidence in mine. He said he would definitely arrange a brand-new set this time in a weeks time & would straightaway dispatch my phone to Delhi along with my official letter.
7. After much prompting, & over a month and a week of waiting, a set was this time delivered to my residence on 16-5 saying all is well. I noted a dilapidated, worn-out set – which I refused to accept. I also registered a complaint telephonically at ‘Nokia Careline’ the same night who ask me to call back after 2 days.. Mr Shahid calls me on 19-5&-lsquo;09 to inform my phone is sent to Hyderabad now for panel change! The same night, ‘Nokia Careline’ informs me my set with a new panel will be delivered to the above Service centre on 23-5-09.
FROM ALL THE ABOVE, I SUSPECT INTENSE FOUL-PLAY FOR THE FOLLOWING REASONS :-
A) I cannot believe that Nokia India is so technically incompetent that even after the set was supposedly dispatched to its Delhi office twice as noted above, it still was not able to identify/ correct the problem at all / let alone arrange a replacement if it was found irrepairable.
B) If by convention at Nokia, a set replacement is arranged if same problem recurred 3 times as mentioned to me above by two Nokia personnel, why was this not happening in my case – as if Nokia is so much unaware of the intense hardship & disruption faced when your phone set has to be delivered umpteen times for repair with resultant total chaos in data each time this happens.
C) The service centre & showroom mentioned above is at least an hours drive from where I work –I cannot believe that a company of such repute as ‘Nokia’ would damage its reputation & credibility so seriously – by all these callous dealing with professional people like us – who in ordinary course of events would probably change hand-sets multiple times in their lifetime.
D) I gave a telephonic complaint to ‘Nokia Careline’on 16-5&-rsquo;09. Both they & Mr Shahid told me on 19-5&-rsquo;09 separately that my phone is being sent to Hyderabad for Panel change. Then what was the above service centre doing with my phone in over a month & more following 9-4 & indeed during all the other times previously when the phone was deposited with them at the Service centre? I cannot believe this is the standard way you deal with your other customers in India – in this age of choice!
E) My phone & indeed all my priced possessions are very meticulously handled & this was commented several times by the service personnel – as there was scarcely a scratch in my set when I first gave it to them. Attempting to deliver a dilapidated, worn-out set on 16-5 instead makes me seriously question the integrity of your Service-system in Cochin. How do I know for sure that the set now supposed to be ready for me to collect on 23-5-09 will be in fact genuine & not a duplicate – especially inside.
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