Sub :- Extreme disappointment withNokia service
I had given my Nokia N91 8GB for repair @ Nokia care, koramangala on grounds that the joystick was malfunctioning on 10th June. J It was within the warranty period, there was no damage or water logging in the product & they accepted it for service. Initially they said, the repair cannot be carried out here & they have to send it to their head office in Chennai for service & asked two weeks of time for it. I didn't get any call for three weeks.
Three weeks later, I called them to find the status. They said they could not repair it & they are giving a replacement of it & it would take another week or two for shipment. I waited. Two weeks later when I went to nokia care, I was taken by surprise when they said, they can give me only N73 Music edition as replacement as production of N91 was stopped. The N73 they had shown me was a previously used one with a lot of scratches in it.
This was never communicated to me before. N73 Music edition does not have WiFi, 8 GB memory, metallic casing, slide form factor, 3.5 mm audio socket or music keys (all of which were present in N91 8GB). So I refused to take it and asked for an equivalent phone as replacement, atleast a phone with WiFi and 8GB as I was ready compromise on other features.
Then on, every time I call them I was told that they are waiting for reply from their Chennai office.
A week later, they said, I would be getting my replacement, N91 8GB in 5 days & I need not call them, they would call me once the phone arrives. I didn't get any call at all. A week later I called them again to find if the replacement arrived, only to find them telling me the same old story, that they are waiting for a reply from their Chennai office. I couldn't understand as why did they say that I'll be getting N91 as replacement, if their head office has not confirmed it. It was a planned cheat to buy some time for them. The old quarrel started yet again.
After two weeks of quarrel, I got the phone number of a person from their head office in Chennai. When I contacted him, he said that he is just following their protocol & that I have no options but to take it (N73). I insisted at least I get back my phone even if it is not repaired, so that I can repair it somewhere else. Shockingly they refused to give me that also & insisted I take N73. They said it has a front camera for 3G phone call. I have not heard of any company in India providing 3G services, for that matter, it is not there in USA also. I have heard of 3G services in France & Italy. But I cannot go to those countries, leaving my job & country for using a stupid feature of this stupid phone.
When asked his manager's number for escalating the issue, all that he gave me was the nokia customer care number where I can make a complaint. The same day I made a complaint & they said they will get back to me in 48 hours. I never got a call from them. I called them 120 hrs later to only get the same response from them.
Today is 28th July. I went to their customer care, said I would accept N73, if they can give in writing that they cannot give me N91 and stating the reasons. Their response was obviously a big "No".
It has been 49 days already since I gave my phone for service. I still didn't get my phone back. I am writing this to you in pain & agony. All I wanted is either My phone repaired or a replacement phone of the same model or some other model with WiFi and 8 GB memory.
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