Nokia 5800 Xpress Music — Fault - Excuses of the Customer Care Executives

Nokia 5800 Express Music IMEI No. [protected]

Referring above please note that I purchased the aforesaid mentioned handset in the last week of April 2009 with the intention the first Touchscreen phone from Nokia stable, a brand which I have been using for the last 7 years only to be shocked by the kind of service I am given by Nokia.

The phone started showing errors only in the first month of delicate and sophisticated usage by "vibrating automatically"; the keyguard lock button was also not functioning properly. I went to the Nokia Service Station (Telesolutions, DN1, Sector V, Salt Lake, Kolkata 91). The phone was inspected and I was told that the phone has a software issue. The software was updated within half an hour and the problem seemed to be resolved. However, only the second day the problem started appearing again.

No damage to the phone was detected while repairing. I went to the same Nokia Care again on Friday 3rd July with the same problem. Although the phone was opened and an initial inspection was done, i was told that the phone has a software issue. On informing them that the phone's software was updated only a couple of days ago and problem persisted, I was immediately informed "Oh it has a hardware problem". The phone was again inspected and though no damage was noted, The Job sheet was marked as "ELS not done" and "Handset may be ELS failure after checking at our HO".

After a few hours I was called and told that the Phone has been found to have Liquid Damage and thus the phone cannot be repaired under warranty and I will have to pay Rs. 400+Tax or Rs. 5000+Tax for repairs.

The Liquid Damage seems to be an Excuse for the Nokia Care employees who seek to have a narrow escape and to shred responsibility by saying this. The consumers being non technical are left with no choice but to accept it.

How is it possible that the phone had the same problem and was "resolved" without any liquid damage one day and was noted to have liquid damage the other day? Further, if the liquid damage can occur at the end of the consumer, it can also occur at the end of the repairer.

Request you to look into the seriousness of the matter and resolve at the earliest. I have not given a mandate to repair the phone and the phone is still with Nokia Care at the aforesaid center.

We do not save our money to buy expensive phone only to be harassed by the Customer Care and baseless disclaimers of the Company. Wiht no rain around and me using my headphone to even talk so that the phone does not even get a drop of liquid on its surface, the question of liquid damage does not arise