1. I purchased a Nokia mobile phone model N5610 Red color No 358652019866819 from Nokia Priority shop called EN Enterprise, Lovis Arcade Hondamal Bhawan, GS Road, Police Bazar, Shillong-1, vide invoice No. EN/284/08-09 dated 30 Aug 08 for Rs 12800.00 . While purchasing I was not told about any problem being faced by the sales person in this particular model.
2. On very first day onward this mobile started giving trouble. While receiving or making a call it used to black out, immediately call used to get disconnected. After some times mobile would come live on its own. It happened quite often. Then on 19 Sep 08 I took this mobile to M/S EN Enterprise, Nokia Priority Shop from where I had purchased it. They guided me to Nokia care i.e. authorized repair center called COMMUNIQUE, Ground Floor, SMS Complex, GS Road, Shillong. The mobile phone was given to them for repair vide Job sheet No S19780 dated 19 Sep 08 . It was given back to me on 25 Sep 08. I was told that formatting had been done and now it was working fine.
3. On using the mobile I found that the same problem was still occurring. On 30 Sep 08 I again took the set to M/S EN Enterprise, who in turn again guided me to Nokia care center called COMMUNIQUE. This time a representative of EN Enterprise took me to the repair center. One person from COMMUNIQUE attended us. While conversation between two of them I overheard one saying to other “You know the problem in this particular model, what can we do”. That was the first time I learnt that there is some problem in this particular model. Notwithstanding this, the mobile phone was again given for repair vide Job sheet No S19780 on 30 Sep 08. I asked them to keep the mobile till such time they got satisfied with its performance. After one week when I checked up, I was told that it was not repaired. I used to check up after every week. Finally on 31 Oct 08 i.e. after 36 days, delivery of my mobile was given to me stating that it had been repaired. To my horror I found that the mobile phone had been badly damaged. The plastic body on front portion had been chipped off and it had dent marks at three places towards left side. On use I found that the problem of blacking out during the calls had still not been repaired.
4. On 05 Nov 08 I again went to M/S Enterprise. I was very upset with their response to my problem. I told them that in last 65 days i.e. since purchase of mobile set, they had kept the mobile for about 43 days. They had denied me the rightful use of mobile set for most of time. On top of that they had damaged the set badly. They again guided me to the Nokia care center COMMUNIQUE. During conversation at care center one of the sales person again accepted the fact that there was some problem in few of the sets of this particular model. The mobile set was again given to them for repair.By this time I was so fad up of frequent visits to the NOKIA Shop that I gave a offer to M/S EN Enterprise. I asked them to take this set back even if I had to tolerate some loss. To add to my disgust, offer came from EN Enterprise that they were willing to accept my mobile at 50% price. For obvious reasons I rejected the offer.
5 During this entire occurrence on 05 Nov 08 first and last times I got a call from COMMUNIQUE or for that matter any body from EN Enterprise or Nokia care. Mr Samuel from COMMUNIQUE contacted me on phone and asked me about the problem. I narrated the complete happenings since the time of purchase. He asked me to send the memory stick to him, which I sent within 45 minutes. He promised me to resolve the problem. After making this beautiful promise he was unapproachable. With continuous persuasion I could contact him on 08 Nov 08. He informed me that there was some virus in my mobile which he had removed. He also sent me the screen shot of the virus which he had cleaned. He asked me to be careful of viruses while transferring the data into the mobile. On 08 Nov 08, I went to take the delivery of my mobile. I found that the chipped portion of mobile has been replaced but nothing was done to the dents. I took the mobile back home. However the problem of blacking out is still persisting. It is very disgusting when phone blacks out while making, receiving calls or even during writing SMS. I would like to add here that I have not connected my phone to any external source which could infect it with virus. Moreover if virus was the reason for blacking out, then why they could not repair it in spite of formatting it number of times.
6. From 08 Nov 08 to 14 Nov 08 I used the phone, but found that the same problem of blacking out is still persisting. I went to M/S EN Enterprises on 14 Nov 08. Since I was not happy because of persistent problem, I asked them to change the mobile. They told me that they will give me credit of only Rs 7000 on return.
7. I tried to find out the actual problem. I searched on internet about the performance of Nokia model 5610. I found that many other customers have faced similar problem in this particular set. In fact when it blacks out it reboots itself without giving any warning.
8. During last 75 days, since the time I have purchased this mobile set it has caused following damages to me:-
(a) In spite of spending Rs 12800/-, I have been denied of service of using the mobile.
(b) It has caused me mental agony, frustration and tension.
(c) Unwanted loss of time and effort for paying frequent visits to M/S EN Enterprise and COMMUNIQUE Nokia center. Mobile is still giving me same problem of blacking out as it was giving me from day one of purchase.
(d) Mobile has been damaged by Nokia care center during the period of repair.
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