To
NOKIA CARE
With reference to my mail dated 14.10.2008 regarding complaint of service provision of my hand set NOKIA-N 72, you have taken two steps as under –
On 15.10.2008 at 11:00 am Mr. Yogesh Saxena manager of S.S. services Nokia Care Centre, Kanpur talk to me on mobile regarding replacement of my hand set within 24 Hrs as per instruction received by him from Nokia Kolkata but after expiry of schedule time I further ask to Mr. Saxena regarding replacement of my said hand set, he point out that no instruction / hand set are received so far from your end except cool down the matter.
Further on same day evening I received a mail from Nokia Care regarding my complaint and they assure me for immediate & prompt action has been taken in this matter and a senior service executive of Nokia Care Division will contact me within the next 48 Hrs.
Nothing has been implemented and no one has been contacted so far in this matter and you are always trying to misguide the customer & giving mental torture. This is the third assurance from your end to resolve the problem but always fail to fulfill your commitment as under –
You write me a mail on 25.09.2008 to collect my hand set N-72 after reengineered from your service centre kanpur but shocked to know neither they received back my hand set nor any instruction from your end.
Again I received a phone from S.S. Agencies Nokia Care Centre Kanpur that my hand set is ready for delivery on 13.10.2008. When I went to your service centre for taking hand set, Miss Khusboo who tried to start the hand set with battery & sim etc. but the said hand set could not be started and the same problem was their as it was previously. After checking and consulting with her seniors she told me that it will be again sent to head office for re-engineering/ repairing and requesting to wait for some more weeks.
Once again as a commitment was received on 14.10.2008 by Yogesh Saxena manager of S.S. services Nokia Care Centre, Kanpur talk to me on mobile regarding replacement of my hand set within 24 Hrs as per instruction received by him from Nokia Kolkata but after expiry of schedule time I further ask to Mr. Saxena regarding replacement of my said hand set, he point out that no instruction / hand set are received so far from your end.
By this way you are making fool to their reliable customer who have blindly faith on your Nokia brand but this is not a fair dealing with their customer from your end as well as your service centre S.S. Service Kanpur. as whole story speaks it self Please look in to the mirror for your entire system which seems ill.
I request you once again for your serious and prompt action in this matter and exchange long pending my hand set N-72 with new one as you not get success in reengineering without any further delay as well as wastage time and energy as per customer expectation and Nokia name & fame otherwise I shall take a legal action in this matter.
GOPAL AGARWAL
&-- Original Message &--
From: NokiaCare
To: [email protected]
Sent: Wednesday, October 15 4:04 PM
Subject: Nokia - Gopal Agarwal - N72 Post Service Quality
Dear Mr. Gupta,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to the service provision of Nokia N72. We understand your displeasure over the post service quality of your mobile phone and we sincerely regret the inconvenience caused. We assure you that we have communicated your displeasure to the Customer Care Division for their immediate and prompt action.
Our Customer Care Division is working on your case on a priority basis in order to expedite the service provision and to provide a definitive resolution to your phone concern. Please be assured that our Service team will contact you within the next 48 hours (except Saturday and Sunday) in order to assist you further.
Further, pursuant to your request for replacement, we would like to inform you that decisions related to the service provision of the mobile phone are not in our decision making purview. However, we have communicated your request to our customer care division for their due consideration.
We seek your patience and further solicit your cooperation.
For further enquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia
Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product.
To ensure proper handling, please continue to use the current subject line.
Please help us improve our services by clicking on the following link:
www.nokia.co.in/caresurveys
Kind regards,
Jacob Raju
Nokia Care
Disclaimer:
This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company.
The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice.
&&-Original Message&&--
From: "ext key corp"
To:
CC:
Sent: Tuesday, October 14 5:54:45 PM
Subject: Service provision of NOKIA N-72 long pending Case
[THREAD ID :2-3FI217]
To
NOKIA CARE
With reference to my mail dated 04.10.2008 regarding above hand set pending from long time. In this connection I have to inform you yesterday i.e. 13.10.2008 I became happy to know that my handset is ready for delivery at your kanpur service centre. Today at 11:00 am I went to your service centre S.S. Agencies Kanpur and received handset from miss Khushboo who tried to start the hand set with battery & sim etc. but the said hand set could not be started and the same problem was their as it was previously. After checking and consulting with her seniors she told me that it will be again sent to head office for re-engineering/ repairing and requesting to wait for some more weeks. Now I am unable to understand that what have been done by your service team / service unit during service period i.e. 23rd August to 13th October. Although this time is sufficient for a world tour but not sufficient for your service provision of a handset as whole story speaks itself. In this way you are making harassment to customers and ignoring their problem continuously. I am still standing as it is and nothing could be done so far even after my best efforts and your many assurances as well as laps of long time. Please let me know what further step I have to adopt and how much further time you will require to resolve the problem as I am already facing problem without handset and also mental strange.
I request you once again kindly look into the whole story as well as your entire system for an early action and disposal keeping in mind name & fame of your company NOKIA CARE and exchange with new one as you have not get success in re- engineering the hand set.
GOPAL AGARWAL
&-- Original Message &--
From: To: [email protected]
Sent: Thursday, September 25 3:32 PM
Subject: Nokia - Gopal Agarwal - N72 Service Provision
Dear Mr. Gupta,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to the service provision of Nokia N72. We regret the inconvenience caused. As per the updates received from our Customer Care Division we would like to inform you that your handset is being swapped with another Nokia N72 working unit. We request you to contact the Nokia Care Centre in order to substantiate the delivery of your handset.
We would like to inform you that a swap phone (working unit) is arranged from a service stock and not from the sales stock. A swap phone is a working unit and may have reengineered components of your previous mobile phone.
For further enquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia
Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product.
To ensure proper handling, please continue to use the current subject line.
Please help us improve our services by clicking on the following link: http://digiumenterprise.com/answer/? inv=9831675&chk=6GMJDXAN
Kind regards,
Biplav Sarangi
Nokia Care
Disclaimer:
This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company.
The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice.
&&-Original Message&&--
From: "ext key corp"
To:
CC:
Sent: Wednesday, September 24 5:53:22 PM
Subject: Re: Nokia - Gopal Agarwal - N72 Service Provision
To,
Sarin Lohi
Nokia Care
With reference to your mail received on 18.09.2008 regarding my complaint for NOKIA N-72 dt.23rd August with your service center i.e.S.S. Services Kanpur and also mail to you on 10.09.2008 first time. On going through your mail every time you feel regret and assure me that a representative of your service team will revert me soon but very sorry no body have contacted me so far although more then two weeks have been passed.
Further I am unable to understand that how much time should required you to shortout the problem. Now I request you to onece again to treat my problem seriously and solve the same accordingly on priorty basis as early as desired service to customer.
Thanking You
GOPAL AGARWAL
&-- Original Message &--
From: To: [email protected]
Sent: Thursday, September 18 3:42 PM
Subject: Nokia - Gopal Agarwal - N72 Service Provision
Dear Mr. Gupta,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to the service provision of Nokia N72. We sincerely regret the inconvenience caused. Please note that this incident is not a true reflection of our services. Our endeavor is to provide you with quality service and your feedback will help us in improving it further.
Kindly note we are constantly looking at ways and means to improve the level of service we accord to customers and your correspondence in highlighting this incident has been positively considered as an opportunity to improve the delivery of the desired service to our customers. This has also strengthened our resolve to continue to extend a more consistent quality service.
We would like to inform you that our service team is working towards expediting the service of your phone. Please be assured that a representative from our service team will revert to you as soon as they have an appropriate update related to the service provision of your handset.
For further enquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia
Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product.
To ensure proper handling, please continue to use the current subject line.
Sarin Lohi
Nokia Care
Disclaimer:
This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company.
The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice.
&&-Original Message&&--
From: "ext key corp"
To:
CC:
Sent: Wednesday, September 17 5:07:17 PM
Subject: Re: Nokia - Gopal Agarwal - N72 Service Provision
To,
Shamshad Begam
Nokia Care
This mail is in reference to your reply dt.13.09.2008 against my complaint regarding service provision of NOKIA N-72. In this connection you write and assured me that your service team will contact me within the next 48 hours (except Saturday & Sunday) but very sorry to state that nothing has been heared from your end even sufficient time given by you have been passed.
Now I request you to please look into the matter and give prompt attention on priorty basis to resolve the complaint as NOKIA Care Brand, name and f
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