Sir,
I list below the grievances since the time I had purchased - Nokia S7610 SUPER NOVA vide Cash Memo # dated 9.5.09 at ALFA STORES, Irla, MUMBAI as follows:-
a) We received a number of complaints from call recipients that the voice was fading so we deposited the set with Nokia care on 15th of May. Complaint Number: 12SB5O0G
We were informed that the problem is a h/w related & the phone needs to be sent to HO for repairs. The cell returned on 26th, seemingly repaired. To our utter chagrin we found it in the same state as before & returned it on 28th to Nokia care.
Once again, the Nokia care verified & confirmed that the problem persists & it needs to be sent for repairs again.
b) When asked for a justified replacement, Nokia care informed that we speak to repairs for the same. We called repairs (complaint no.# 12sb5o0G) & were informed that the cell will be returned on 13th June (a month for a new piece to be repaired.???).
c) For follow up - we called the service center & spoke to a service rep called Shoba (who refused to give her name citing she has none.) Infact - Nokia's online customer feedback form has last name as a mandatory field or Employee Id. (This is very strange from a Nokia employee& leads us to assume that Nokia has outsourced to incompetent 3rd party vendor).
We were informed that they are supposed to receive only complaints with no feed back, we requested to lodge our complaint to the Supervisor but were stonewalled with - 'his/her line as busy' & with a stoic reply to call back after an hour.
d) Post this – the phone returned on 11th of June - we found that same problem persisted, we returned it to the service center again checked & confirmed of the problem.
This being a very erratic problem it needed thorough checking. we are convinced that Nokia or its service partners have found it difficult to pin point the problem and we have to endure the harassment of not being able to use a new phone which is lying in their service centers on and off for more than a month.
You must have observed by now that this is strange & ridiculous, this definitely is a defective instrument or has a component level issue.
e) The third complaint re-registered is as specified below:
Jobsheet Number (3) 579504867/090613/11 Job Sheet Date : 13 June
ESN /IMEI Number: 359331022880385
Technical Executive Spoken to: Rajat Kumar
Complain Number: 1-6065357931
With this kind of support from a company, which prides itself on Customer Support, is deplorable. We have approached the consumer cell for a re-dressal of our woes, as Nokia seems disinclined to resolve the issue.
I am totally frustrated & disappointed with the attitude of the service center and its representatives.
I look forward to a response to my grievance.
Regards,
Rosebud Coelho
9820191818
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