Attn: Sr. Manager (Customer Care, Nokia India)
Trusting the quality of Nokia phones, I purchased one Nokia 3120, Classic Phone (IMEI number 353101025563593) from Nokia priority Dealer M/s Happy Creations, Mavoor Road, Calicut-673001, Kerala on 2 December (vide invoice number 11526) by paying an amount of Rs 6, 500/-.
Within one month of the date of purchase, I noticed that the incoming calls were not getting recorded through the normal speaker, which means the audio was not working (though the loud speaker was working).
Having left with no other options, I took my phone to Sheetla communications, authorized service centre for Nokia phones as given in the website of nokia.com and the customer care people rectified the problem and represented to me that it was only a software related problem and the phone will work smoothly.
To my utter surprise, the phone started having the same problem within one week and I took again my phone to the above service centre during last week of November. As done in the previous round, they rectified the problem and gave the phone back to me saying the software was upgraded and the phone will be working with out any problems.
However, again within few days, I found the same problem recurring and I was constrained to take the phone to the same service centre on 2 December under the belief that atleast this time the problem will be rectified once for all. After the preliminary checking, it was represented to me by the service centre that I have to leave the phone with them for 7 days and the phone needs to sent to their head office. A job sheet was generated by them (Job Sheet Number 4824 34038/081202/01 dated 2 Dec 08) and I handed over the phone. Later, after seven days I got the call from the service centre that the phone is ready for delivery. At the time of taking delivery, I was told by them that they have changed the audio system and the same problem will not recur any more.
I am desperate to say that, within one week from that date, the phone has again started giving the same problem that too when I was on an official trip which put me in great trouble, since I was not carrying an alternate phone with me (normally no one carries two phone at a time). After coming back to Gurgaon, I had again took the phone to the service centre and requested them to refund the purchase value of the phone. They apologized for the inconvenience caused (which is an very easy way of apologizing) and again requested me to leave the phone that too after making me to wait for 20 minutes in the service centre. It was represented to me that they will replace the phone this time and it will take another 5-6 working days for getting the new phone from the head office. They once again generated the job sheet number 48243408/081219/11 dated 19 December.
Since I didn’t receive any feed back even after 7 days, I called them and they made a casual statement that the phone is in head office. Being a next step in the matter, I called up the customer care number given in the web site and they had asked me to give the head office Job Sheet Number, which I was not provided with by the service centre. Later I had to call 5 times on Friday, i.e 26 December to get the Job sheet number of the head office.
You may please note that I was not provided with an alternate phone by the service provider and I was left with out any handset, that too after purchasing a well known brand like Nokia and for no fault of mine. The deficiency of service (both in terms of the quality of product and after sale service) has caused irreparable loss in terms of my official work and also affecting my day to day personal affairs.
I submit that each time when I had to go to the service centre, I had to take half day leave from my official work, since the working time of the service centre is between 10 AM and 6 PM and considering the time taken by the service centre in getting the problem checked.
Even today i.e 29 December, I tried to contact the status of my phone from the Service Centre and I was informed that it will take another few days to get the delivery.
Since it is now clear from the facts as stated above, that there is some inherent manufacturing defects in the phone and also considering the gross deficiency of service, I am no longer willing to accept the same phone and request you to refund the purchase money with in 3 days from today.
You may appreciate the fact that there are lots of cheaper phones available in the market and it is only after considering the better quality promised by Nokia, I was prompted to buy the same.
The loss sustained to me because of the technical defects and the poor quality of service, is un countable in terms of money and therefore, I hereby call upon you to instruct your service centre people or any other concerned in this regard to refund the purchase money (inlieu of the legal actions against your company) within 3days from today, failing which, I will constrained to take appropriate legal actions against your company.
Shameem Ahamed, LL.M
Manager (Legal)
Pepsico India Holdings Pvt. Ltd
3 B 'S' Block, DLF Corporate Park,
Qutab Enclave, Gurgaon 122 002
[email protected]
09999377375, 0124 2880494, 9213022433
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