Dear concerned.,
I wish to bring to your notice about my unhappiness about the service levels, skill of your service centre personnel’s and also the quality of your product.
Am posting below the entire case history of my complaints
Issue Started Date:-01/11
Nokia care name:- SimTech Computronic s Private Limited
No 83 A Arcot Road, brindhavan Nagar
Valasaravakam, Chennai-87
044-45550038
Job sheet No: 4591 (Manual Job sheet)
Date given for service: 01/11
Serial number: 352913026100907
Model: N70-M
Expected return date: 03/11 16:00
YET TO GET AN ISSUE RESOLVED PHONE, AFTER 3 REPLACEMENTS
BACK!!! AND ITS GOING TO BE ALMOST MORE THAN A MONTH!!!
FIRST ON THE QUALITY OF YOUR PRODUCT
I had a bought a nokiaN70 Music Edition on 07/06 for 9, 600 rs and in the month of November with 7 months of left warranty period my phone got an issue people couldn't hear me and i couldn't hear them sometimes, and the phone gets hanged some times when press the GALLERY button, and the Phone does not ring the ringtone set by the user..
SECONDLY SERVICE SUPPORT OF YOUR PRODUCT
I had approached M/S SimTech Computronic s Private Limited for servicing my mobile phone, I had given a Token number and after waiting for a couple of hours observing a ration shop environment and fishy market, I was called up by a front office representative for explaining my issue in my mobile
With half baked understanding of the issue by the front office persons, a manual job sheet was indent ed, and when I requested for a system wise job sheet, there was no provision currently available, for as the person responsible for entering the system updating is one leave,
Manual Job sheet number 4591 was given to me…
Went to Simtech Computronics on the assured delivery date 03/11, after 4 hours of waiting, I heard from one of their engineers, that the mobile is not ready as they tried updating the software, it is not accepting and they escalated the call to L3 support (HCL)
Further there was commitment from one of their engineers Mr. John, they had requested for mobile replacement and positively it will be given on 08/11
As per their words, went to service center on 10/11 for getting the replacement, But it was informed to me the replacement was not yet received form Nokia, and the given me a standby phone 1200 to use until they confirm me with the replacement, (Standy phone given details are written in the job sheet and the scanned copy is attached for your reference)
FIRST REPLACEMENT Date:- 26/11
After a weeks of following and tired some run to their office to get back my phone they came with replacement phone with the IMEI number:-358080016215535 in response to the manual job sheet number 4591 on 26/11
This IMEI number when inquired for warranty the warranty status in Nokia web site shows expired
After two days of working in that phone, I faced some other problems, the phone gets LOUD speaker getting activated automatically, and MUSIC button gets activated when making phone calls
Handed the phone once, and asked them to put the JOB sheet as per the Nokia process, but once again the same reply of manpower absenteeism was informed,
Understanding absolutely hopeless answers... of the bunch of peoples having an IQ of an ape, I agreed for manual job sheet
SECOND REPLACEMENT Date :-17/12
MY second manual job sheet number is 2453 on the date 28/11, and the expected date of returning the serviced mobile is 06/12, But it was not done and after new weeks of following to their office, they came with the standby phone for my usage until the issue get resolved, and given me a commitment date on 12/12
Went to their office on 12/12 but the mobile was yet to be send to nokia, as the had some internal auditing, and there was a delay, totally fed up with those useless creatures, the call was taken to the next level escalation person of M/S Simtech computronics Mr. Surgeet
As per his promise, the issue will be resolved within 31.12. and got back my standby phone, as Nokia process will not allow providing standby phone to customers, As agreed upon with him, A system wise job sheet as per nokia process was given with the delivery date of 31/12 with my second IMEI number (Up to that employess of Simtech does not know the Nokia process)
The JOB Sheet Number:-372343506/081212/8 was produced system wise
On 17/12, i was confirmed by manager Mr. Keerthy Banerjee that the phone is ready and can be deleivered at any time,
As per his words received the second replacement phone with IMEI number 358080017747999, When enquired the replacement phone IMEI number for warranty, It show there is only one month warranty available, but my phone is 5 months old
Further the IMEI number which is embossed and on the mother board panel is different form the IMEI number it shows when we use *#06#
Once again Understanding absolutely hopeless answers given by their engineers, got the replacement phone and made some outgoing calls after few hours of working the Network got disconnected and the same cannot be recovered again
Coming back next day after my replacement, it was checked by their technicians and confirmed there was Network IC problem in the mobile,
THIRD REPLACEMENT Date :-18/12
Now the manager of SimTech comes up with the solution of given another replacement phone on the same day and convinced to use the third replacement phone,
As iam totally exhausted and there is no other way with my imagination fueled to throw away the Nokia bogus replacement phones’ and put an end in future for purchase of Nokia phone I accepted to get the third replacement phone,
Next day my third replacement phone had come with an issue of display problem…
Its clear from the above issue the true reflection of the services that nokia provides to their customers
My patience and co-operation in this regard is above the bounds and there is limit for pathetic service levels
Kinldy look into the issue and provide use the possible good solutions, and I don’t need any more bogus replacement mother boards from your end, . no more my
I want a brand new mobile phone with my remaining 7 months warranty period at the least, as said i dont want to extend my Continued
patronage of Nokia products and services in future considerations
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