Dear Sir/Madam,
My name is Sandeep Kumar Shrivastava from Roorkee (Uttarakhand). I am a Nokia – N72 Customer. I had a purchase of this Mobile on 08-July from Satguru telecome, Civil Lines, Roorkee. On 29-06 my mobile screen stopped displaying contents. It was only showing while screen. I walked to NOKIA CARE, ROORKEE. There are two CCO Counters, on first counter there was no executive and on second, there was a person (dealer) with 7-8 phones. I asked to executive how much time I will have to wait, she replied, when dealer’s 7-8 mobiles get scanned. It means I had to wait for near 2 hours because Entry Level Scanning department was taking nearly 20 minutes for a mobile. I came back and walked again on 30-06, after waiting One hour, this was my turn, she tooked the mobile and after checking some detail in computer, she told my that this mobile is out of warranty. I shown my bill and told her that I have purchase this mobile on 08-07, so it should be in one year warranty period. She refused very rudely and throw my bill a-side and told me that she can not do anything. I did’nt understand what to do. I came back to that shop from where I purchased that mobile. He talked to some person than told me to go back to NOKIA CARE. This time they accepted my mobile and send it to entry level scanning. At entry level scanning counter the engineer told me that there is some moisture/liquid/swat water in-side the mobile so warranty has void. I ever keep my mobile is mobile case and with very care because this mobile is very near to my heart. I explained them that this is not possible because I ever cares this mobile very much. But they refused and behaved very rudely.
I visit nokia website http://www.nokia.co.in from where I got gurgaon nokia office number 0124-419000. I talked to Ms. Pooja Kashyap and she make my conversation with Mr. Neeraj Gupta, Customer Care Head U.P. via conferencing. Mr. Gupta told me to go back to NOKIA CARE, ROORKEE and let make his conversation with Mr. Kapil in Nokia Care, Roorkee. I went to NOKIA CARE again, Mr. Kapil again scanned my mobile and this time he told me that I have tried to repair this mobile outside the nokia care, he give me proof that one screw is missing and there is some spot on any part (I forget the name of part). I again make a call to Mr. Neeraj Gupta this time he was also in full support of Nokia Care and finally they refused to repair my mobile. This time Mr. Kapil told me that he will not repair my mobile on his NOKIA CARE, ROORKEE in any case. He also said to me that I should go to other NOKIA CARE CENTRE.
This is my story about nokia care. Now I have some question –
1. when first time I went to NOKIA CARE why CCO refused to give warranty when I have a bill showing warranty period.
2. Why CCO throw bill a-side, is there no value of nokia customer.
3. How NOKIA CARE agreed to give warranty next time. If this was possible why they did not make it possible first time.
4. When a customer is saying that his mobile had never a contact with liquid, why nokia care is not listening to him. Is every time nokia care is true.
5. Next time How NOKIA CARE is saying that there is a screw missing and I tried to repair mobile outside. A customer cannot be so fullish that if his mobile is in warranty he will try to repair outside.
6. Why Mr. Kapil told me that NOKIA CARE, ROORKEE will not repair my mobile in any case, is NOKIA CARE is his personal property of him or it is a extension of NOKIA.
7. Is this not possible that during first time scanning Entry level scanning engineer forgot that screw that, according to him, is missing.
I am using NOKIA products since last 7 years. I had NOKIA-3300, NOKIA-2100 and now N-72. I never face any problem in my earlier mobiles. First time I face this problem and NOKIA CARE created a story with me. For me NOKIA was not a name, it was a FAITH. But now I am ashamed of me that why I was using NOKIA if NOKIA SERVICE is so poor.
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