Nokia
Irresponsible Behavior - No Customer Centricity

Hi Rajiv,

I want to bring to your notice the plight that I am going through while dealing with Nokia and its customer care services. I had bought a Nokia 5800 Express music phone on 1st March from Mobile India, 23 NWA Club Road, West Punjabi Bagh, New Delhi 26. This store is a Nokia Priority dealer. The Invoice number for the purchase is 1873 and is in the name of Rajat Pugalia, for a total amount of Rs. 18850.00. The IMEI No. of the handset was 354182023671546, Battery number 0670573, the color being red.

Since the time I have bought this phone, there have been immense issues with the handset. For your benefit, I will chronologically lay down the sequence of my harassment:

DateIMEI NumberJob Sheet No.

12/3`354182023671546090312/43

This was the first time that I had given the handset to Nokia care, B-1 market, Paschim Vihar for repairing as the applications were not opening on the phone. The touch pad was not recognizing any touch and was not responding. The above job sheet number was given to me for the repair of this handset. The Nokia guys gave the phone on 22/3 saying that it has been repaired.

DateIMEI NumberJob Sheet No.

24/3`354182023671546090312/43

On 24/3, I had to give the phone again to the store, as it was not functional and the same problem existed.

DateIMEI NumberJob Sheet No.

7/4`354182023671546090407/64

21/4`354182023671546090407/64

Above are two more instances when the same handset with the same IMEI number was taken by the Nokia care and repaired, which frankly I don’t understand what they were trying to repair. After a month and a half of being repaired, they replaced the phone with a new one. However, even that had the same issues. I’m listing below the job sheet number and the new IMEI number of the new handset that was given to me. Listed below are again the frustration that I had faced on the hands of Nokia in not completely repairing the phone and just making me run around like I have stolen something.

DateIMEI NumberJob Sheet No.

6/5`354182022930505090505/39

18/5`354182022930505090505/39

After the above two instances of the new phone being repaired for the same issues of the touchpad not responding, the phone was replaced for the 2nd time with another so called new handset.

DateIMEI NumberJob Sheet No.

29/5`354182023261249090505/39

9/6`354182023261249090526/28

22/6`354182023261249090526/28

Once I had got this 3rd new handset, I had to give it for 3 more times to repair (listed above) and go through the same frustration, harassment, plight that I had been subjected to, since the past 4 months. Having said that, even then the issues still existed and I had to return to Nokia for a replacement. I returned the phone on 23/6 in the Nokia care, and I got it on 22/7 –again almost after a month of me giving the handset for replacement. Below are the details of the current phone (5th one) that I’m using, which is still giving me the same issues.

DateIMEI NumberJob Sheet No.

22/7`354182023448762090526/28

I don’t have any options but to go to the consumer court and file a case against Nokia for the grievances that I have been through and still going through. This harassment in terms of time, money and peace of mind has affected me deeply. I am fully dissatisfied with the lack of services and customer centricity shown on the part of Nokia and its customer care. I have no hope left and that is the reason I am writing to you. I tried calling up the customer care lines, but they are clue less and lack any sense of customer centricity to deal with my problem. I have to explain these issues to anyone that I speak with and they do not have any authority power or responsibility to resolve it. I’m even ok to move to a different model as I think that Nokia doesn’t know what they have built and how to fix it. So I’m better off using a different model in the E series. However, I want a choice and will not accept anything sub standard.

I’m expecting a speedy redressal of my complaint through you. If you are not the right person who can resolve it, pls forward it to someone who can.

This is really my last resort before moving to legal means, which I’m sure even you won’t want.

My phone number is 91 98731 08929 and alternate number is 91 98993 74442.

My residential address is:

A-252, 1st Floor, Meera Bagh Paschim Vihar.

Regards

Rajat Pugalia

98731 08929

Company: Nokia
Country: India

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