Job Sheet # 575504867/110910/84 – Nokia C6-00
With deep regret I have to write this letter to you informing the pathetic customer service received by me from the Nokia support care.
In April I purchased your product Nokia C6-00, IMEI # 355398049083420; the phone right from day 1 had issues like low network, low battery, slow performance, and automatic restart however all these issues were not on regular basis which made me think that it is me who is not doing something right.
However after 2-3 months of purchase the phone started rebooting on its own very frequently compared to before (5-6 times a day), being really disappointed with the performance of a brand new phone purchased at the cost of 14k I decided to get the phone repaired.
When I first gave the phone for repair the executive at the Nokia Care center treated my issue like a very ordinary one behaving as if this is something common with all the Nokia brand new phones and very calmly she said that we will have to upgrade the software, I told her this is a brand new phone and using the GPRS I have already updated the latest software from the Nokia support website but to my shock she said we should not update the phone from Nokia website but from the service center and hence I should leave the phone in center once I have backed up all the data on my phone.
I backed up all the information on my phone and again taking a complete day leave from my work gave the phone for software upgrade; being a manager of dell technical support team I was very confident that a software upgrade would not take more than 30 minutes but to my shock the executive asked me to deposit my phone and come after 2 days, I was appalled on such indolent behavior displayed by the staff but still keeping my cool and understanding my need of the hour requested for a spare phone as No common / normal man keeps 2 phones with him after investing 14k in such expensive model of your company, but the no – cooperation movement from Nokia continued and I was replied that only if Nokia deposits the phone for more than 14 days they provide a spare else customer has to make arrangements on his own. I requested to speak to somebody from their technical team and the gentle man understood that I’m from technical background and he could not play with me giving me any lame excuse to deposit the phone for 2 days for a petty software upgrade. He politely asked me to wait for about 2 minutes and upgraded the software of my phone.
It’s not even been 48 hours that the phone has been repaired by your service center and the phone is still acting exactly the same. I have today again taken a leave from work and have deposited the phone at your service center under the above reference job sheet; if at all anyone from Nokia has read my letter till here would completely understand the frustration and it is not shocking to know that why today’s competitive market Nokia is loosing its image and company’s like Blackberry, Samsung, LG ect.. are taking over from someone who claims that Nokia is a Brand leader.
I sincerely hope that this official complain letter goes in the hands of someone responsible towards their job and takes necessary action of getting my phone replaced by a brand new phone as I’m till date to enjoy the charm of a new purchase which was so dear to me.
Best Regards,
Sanjay Khemani - 9- 91 98201 08008
Team Manager – India Dell Tech Support.
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