I had purchased a Nokia phone N72 from Big Bazaar, Wazirpur Delhi; on 21-04. I had been a satisfied customer of Nokia phones till then. I needed to upgrade my phone from 6610i and being a neurosurgeon my prime and only use was to have a decent looking phone with good battery back up. I do not have the time to use the complicated features the phone offers. The next thing I understood soon as that the battery was not lasting more than a day, even though my talk time was never too extensive, since I have to keep my phone free (about 80 hours till now). I persisted and then adjusted with the little battery time even though I was disgusted with it. You know as a customer the biggest draw towards Nokia phones is the battery time. And then after one and half months I saw that the keypad was driving me crazy as I would press something and something else would appear. Now this was very much trouble some and for this I kept another phone with a different Sim card to make calls. Since my phone book in Nokia N 72 was about 650, I could not afford to put it off. I had to make many of the calls through the other phone. I however did not have enough time to find out from a care center about what to do but was sure that once I do so they would rectify the problem. This is the second big reason why the customers prefer to purchase Nokia phones. I saw the website and since I stay in central Delhi, the closest to me would have been one touch communication in Patel Nagar, and I called them up, they would not pick p the phone. I called up center in Pitampura and they picked up at once and gave me the number 30303838, and I spoke to Mr. Pramod who was kind enough to guide me that I should speak to the care center by going personally. I did that and when I spoke to Mr Manish today who attended my complaint he told me that these phones have a basic defect and that these problems were common. Then he said suddenly that you must have put your phone in water, and before inspecting he had made the decision that the water would have caused the problems. And then he opened the phone and when he could not see anything to suggest the water anywhere, he said that it must have evaporated and gleefully said that since your warranty gets over because of this we will not do anything further. I asked what about the battery, and he said that you complain to the same number 30303838. I asked him if there was any senior person whom I can meet, and to that he stared saying angrily that you go and complain to the company now, take my name and number and you can do whatever you can. I was surprised, shocked and stunned by his behaviour. I have been using the Nokia phones for past 6 years now and i never had to go to the support center till now. This was my first visit and the most horrifying. As I understand the situation now I do not have a video evidence of this episode but there were 3-4 other customers who saw all this but I do not think anyone would testify for this, and neither I have enough time for this. I may not even go for the repair or replacement of the handset and plan to purchase some other set. I will first go to the care center of the company whose phone I intend to purchase and then would do so. But even though I say and think so, I feel deeply hurt because there have never been such experiences in my life, and sometimes I feel that I should not lose my trust because of the indifference shown by a single person. I just thought that I should bring about this feedback to prevent any more similar episodes in future.
After all this horrendous experience I do not wish to get any further on this accord but I just wanted to bring it to your notice as I felt that feedback is the way a company improves its services; even though honestly saying it pains me to write such a feedback to such an esteemed company as yours for such a small issue as this. I had to arrange a lot of courage and my time to do this.
I sincerely hope this would help you in serving customers better.
Bye and thanks for going through this long and descriptive note of dissatisfaction.
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