I bought a cellphone of Nokia model N73 Music Edition (IMEI:353641018364723), on 06th of June at a price of INR 17, 750. with a warranty of 1year.
On 08th of Feb I found that the camera button of my handset is not functioning its not clicking the photos, so I visited the Nokia Care centre (authorised service centre) named Planet Cell, D.P. Road Aundh Pune - 411007. to get it checked and resolve the issue, the engineer checked the handset and said we will have to send it to the higher level dept. and they will check it and also told me that if they will find that its a mechanical fault then it will be repaired but if its a physical damage then I will have to pay the cost, I agreed to that and submitted the phone, for which they gave me a jobsheet no.485434038/080128/8, and told me it will take 10-15 days. after 15 days i got a call from them to collect my handset, I went to Nokia Care to get the handset, there they told me that my handset was not repairable and as it was a mechanical fault during warranty, so they are giving me a fresh handset (1st time), I took that phone with a exchange note (which contains my Original handset IMEI Number and the IMEI:358973012194607 of the fresh phone) and started using it, but within 24hrs of usage I noticed that the phone is consuming complete battery within 2-3 hours, whereas my Original phone used to give 3 days of battery backup, I again visited the Nokia Care centre and complained about it, the engineer again checked it and told me that they will again send it to the higher level dept. when I asked him how come a fresh handset can malfunction like this, then I got to know a new thing that by fresh handset Nokia doesn't means a new phone the term they use is Swap which means they have replaced my phone as it was not repairable with another phone from their re-engineered or re-furbished stock (it was a shock to me) he asked me to re-submit it and I did the same as I had no other option, he gave me another (new) Jobsheet no.485434038/080304/22, I aksed him to Re-open the previous Jobsheet as it was one of the option in the jobsheet in case its a repeat issue, but he excused saying that the old one was closed the moment you got a swap unit, and now the problem is with the battery consumption, I had no other option than go according to them. Then again it took 15 days to get the handset back, this time I was more careful as my trust was broken, I went to receive the handset they told me that they have again Swap (2nd time IMEI:356406019883197) the handset as the one they gave me before was not repairable, when I took the handset in my hands it was not the right feel that I got, I found that the paint was chipped off and the buttons were all loose, in total physical condition was totally bad, people at Nokia Care said you take it as of now and in a couple of days they will arrange a new body (which never happened), but again after using it for 2 days I found that it has some problem if my call outgoing or incoming any calls duration goes beyond 2-3 minutes the phone makes some noises and restarts itself, also goes off anytime, as usual complained about it on 16the March at Nokia Care (planet cell-Nokia Authorised service centre) the engineer again repeated the same steps sent it to the higher level dept. on 18th March jobsheet no.485434038/080318/3 and now they said that they are arranging for a swap (3rd time) handset because the problem with handset is not repairable, this time it will take 4-5 days more than the usual time.
I hope after reading the details you must have got the idea that how Nokia is playing with me. They just have a fake Warranty policy. My Original handset for which I have paid them Rs.17, 750/- they had replaced without taking my consent saying that it was under warranty and this is the policy we have, we dont waste time asking the customer before swapping (words of Mr. Yogesh Sharma - Pune Retail Operations Executive), now when I ask to give me my original handset back they says that its not possible, everytime they give me a faulty repaired handset. PLEASE HELP!!!
I have lost all my valuable information like my phonebook due to irresponsible handling by the engineer at Nokia Care, I asked him to please take a backup of my phone memory to the memory card before sending it to the higher level dept, and he said its done but when I checked the memory it has no backup and the handset was already gone. So I lost all my information which was very very important for me.
Since 9th of February I dont have my handset its been 1 Month and 20 days now so you can understand how much loss I have to bear.
I have lost my time, my money, plus I have unnecessary tension, everyday I have to call them to please give me a solution but only reply we are arranging a swap handset for you it will take 4-5 days, other than this we cant do anything, we cant speed up the process, you will have to wait, No satisfactory answer nobody is ready to take any responsibility when I asked that what is the guarantee that this time the swap handset you will give me will work fine because the previous two didn't work (cause they were repaired) whereas you said we only give swap handsets after checking them properly after keeping them under observation and quality checks, the reply I got is that no guarantee you will have to check once you get it back and if you face any problem again come back to the Nokia Care centre and submit it we will again arrange for a swap unit, I dont know what they are upto and what do they mean by warranty. If I ask to provide me any escalation point or I want to speak with a senior and responsible person they says we cant give you any information about Managers at Nokia.
Finally I had to call your Singapore office and Finland office from where I got some contact numbers but they are also silent - Its a request to kindly give me back my original handset I dont need any support from Nokia.
0 comments