I have a complaint against Nokia Service Center. I've sent the following mail to them. Please go through the mail to know the nature of my grievance.
Hi,
I've purchased a Nokia E75 [ESN/IMEI Number : 356855022766635] on first week of October.
By the end of May I was having severe problems with my set - it became very slow and sometimes unresponsive, and stopped working one day. I submitted my phone to Infotel Services, 1 Ekdalia Road, Kolkata 700019. Assigned Job sheet number was 265504886/100601/35. The phone was returned to me the next day after upgrading the software and everything seemed fine.
On 15th August the camera in the phone stopped working, camera button was not working. Additionally I noticed that battery standby time was decreasing day-by-day, and the phone was getting hang every now and then. I again submitted my phone on 18th August to Infotel Services, 1 Ekdalia Road, Kolkata 700019. Assigned Job sheet number was 265504886/100818/48. I was very unsatisfied with the status of my phone and tried to express my concern to the Center Manager, Mr. Abhijit Chatterjee. But I am really sorry to say that he has a very irritating and unhelpful attitude. All I wanted was an email-id through which I can officially communicate my grievance and concern to Nokia. He point-blankly refused to give me any email-id and all I got from him was a phone number 919836000002 which he said was of his RM. I called up RM and he asked me to sms him the current job sheet number, which I did promptly.
I was given a call on 19th August and was informed that my set was ready to be delivered. Upon delivery, when i connected the battery the set did not work. They took the phone away and informed me that only the OS was re-installed, and I need to wait for half-an-hour more so that they can again re-install the software. I think NOKIA SHOULD PROPERLY TRAIN THEIR SUPPORT STAFF TO NOT TO FORGET THE BASICS LIKE CHECKING THE PHONE AFTER AN UPDATE OR WHATEVER SERVICING THEY DO, ONLY TO ENSURE THAT THAT PHONE ACTUALLY WORKS WHEN THE TECHNICIANS CLAIM THAT THE PROBLEM HAS BEEN SOLVED. This whole process took 1:30 hours, with no positive result in the end. I informed them that I'll come back tomorrow to collect the set. After that I tried to call up RM who didn't receive my call, and very conveniently forgot to call me back after that.
I went to Nokia service center today at around 6:15pm and handed them the job sheet to collect my phone. Even after waiting almost an hour, there was no update or absolutely no one in the center showed me the courtesy to inform me the status. Eventually I was very angry and demanded that my set to be given back to me as I've lost all faith on Nokia and it's authorized Service centers. It was then, almost after an hour, I was informed that the set would be send to Delhi and I can only expect a delivery on/after 3rd September.
Under the circumstances, I have the following questions and I demand an immediate reply from you on this.
1. After buying a high end set [I bought the set for Rs 23000] why should I suffer so much, and that too within warranty period? Nokia as a brand name has always been a big player, and I confess that I did have a fascination on Nokia phones. But I'm really sorry to say that compared to such a big name as Nokia, I feel even street side vendors are more cooperative.
2. I want to officially register a complaint against Center Manager of Infotel Services, 1 Ekdalia Road, Kolkata 700019. I'm really sorry to say that he is not at all competent as Center Manager, and THE WAY HE HANDLES AGGRIEVED CUSTOMERS IS NOT AT ALL SUITABLE FOR NOKIA.
3. I want an immediate status update on when I can really expect to get my phone back and what are the steps that are being taken to rectify the problems with my handset.
4. I will also need an escalation matrix with phone numbers and email-id's for these sort of events. I've already called up 03330303838 and a complaint was registered [Complaint No: 1-11131850980]
5. Finally, I would really like to know who gave Nokia the authority to waste their customers valuable time and energy. For the past three days I've been visiting this center for almost 1:30 hours everyday, only to come back with more frustration and hatred for Nokia. It might be that Nokia does not care about after sale service or is simply not interested in helping their customers out, but please let me know such policies so that at least in future I'll know what to expect from Nokia.
Please mail me back on this as soon as possible, as I would really like to know whether Nokia seriously believes in helping out their customers or not.
Regards
Suman Gupta Chowdhury
[email protected]
919748120018
42/104, New Ballygunge Road,
Kolkata 700039
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