Dear Sir/ Madam,
SUB: Extremely poor service rendered by NOKIA CARE service centre. Essel centre, M.G. Road, Kodialbail, opp. Ebrose complex, Mangalore – regarding.
After a prolonged annoying experience for a period of over a year with NOKIA care, this unpleasant communication has become necessary.
Problem details:
Name of customer: Archana Kamath
Set model: 6233
Bill number: 1505
October 2008 - Auto switch off of the unit during warranty period.
December 2008 - After continuous follow up from COSTUMER END that set was replaced by a “new” set, with a delivery challan & no related documents given.
May 2009 - The 2nd “new” set display problem.
June 2009 - Display problem continued, given at “NOKIA CARE” returned after 15 days after repair.
18th August 2009 - Full display off.
Till date 18/09/2009, It is nearing one month now the continuous follow up again from the CUSTOMER END continues. The online status of Job Sheet as on 12/08/2009 at 7:00pm displayed unrepaired – closed. However over phone at NOKIA care at 6:30pm on 12/08/2009 the personnel mentioned that the cell phone will be returned by next week.
So as an utterly annoyed customer I raise the following queries to NOKIA care to at least ‘care’ enough towards customers to answer these queries –
1. 2 cell phones 6233 model conk off in a period of 2years. The original brought at Rs 7900/-. How reasonable is this?
2. Are the cell phones replaced within the warranty period genuine?
3. Is this the value for customer trust, money & time that NOKIA care has?
4. If “NOKIA care” expects customers to continuously beg & plead & follow up Job sheets kindly rename as “NOKIA don’t care”. Please do not mislead honest customers.
This is for your information & action hopefully in customer favor.
Enclosures
- Copy of Bill dated 27/11/2007
- Delivery Challan dated1/12/2008
- Current job sheet dated 18/08/2009.
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Nokia — Service not being rendered
Briefing of the case :Since May 09 keypad of my mobile set (Model 6600) started dis-functioning for which I contacted my nearest Nokia Care (viz Nokia Communication) and paid the charges called for, but even after regular follow up set could not be restored to good uninterrupted working condition. After complaining to Nokia customer care for cancellation of agency of such incompetent service centre, it got been traced that the title / agency of “ Authorised service station “ of said Nokia Communication has been cancelled(taken away) almost a year back. It literally hurted my sentiments since I was under impression that I am dealing with the official outlet of International brand “NOKIA”.
I protested against this and filed a complaint in Nokia, for taking disciplinary action against this fake “ Nokia Care (viz NOKIA COMMUNICATION) whose agency has got been cancelled but still it is pretending itself to be a “ authorized Nokia care “ , which must be taken as fraud and a legal action must be taken against these cheaters to protect the interest of customers(full mail exchange trail is in my records). In spite of my repeated reminders I don’t think that any action has been taken at the end of Nokia company, as it is continuing operations in the same area.
All the way, I left no stones unturned to take action against this cheater but my limit of patience to wait for action been over and I decided to contact another authorized service station of Nokia (ie Name of service centre (via Durga Communication) shortlisted from the list of centres from web site of Nokia) , which I did on June 25, 2009 (copy of bill attached)and since then in the same style this set has been submitted twice for repair but without any result.
After suffering again and again, I filed a complaint to Customer care centre of Nokia on Aug 17, 2009 and asked for satisfactory solution to the problem but till today neither any satifactory reply nor any action has been taken at their end.
I had informed to the company a week back if i don''t receive atleast a
satisfactory reply about the actions to be initiated for my Mobile set, by Friday evening (ie Sep 4, 09) then i will have no option but to go for legal help and Nokia company would not be able to claim that a sufficient time to reply even was not given.(action is altogether a different part). After this decisive mail I received a very first phone call from one of their executive (Full conversation is recorded in my cell phone) and she asked for a extension of time uptill 6’o’ clock evening of Monday (ie sep 07, 09) evening but again no response.
Now I think I have tried my best to resolve this issue in a compromising manner but of no use and now I have been left with no option but to take help of machineries which have been set up for the purpose of getting justice to the common public.
Requested to intervene and help in getting justice for the same.
Detailed Correspondece email are saved with me and if required can be produced, which will prove nothing but the system generated fake promises received from the end of Nokia.
Award desired :
1. Refund of mobile cost with interest. (As now this set is of no use for me) or Replacement with the new Mobile Set.
2. Refund of money spent for getting the set repaired with interest.
3. Fees paid for consulting advocates for taking legal action together with Transportation cost.
4. cost of mental harrassment and torture which i am facing since the day I being in touch with Nokia and opportunity cost for the time spent for this issue.