[Resolved]  Nokia C6 - 00 — Faulty set

Address:

Pune, Maharashtra

Copying string of mail correspondance with Nokia.
Nokia Set C6-00 is a faulty set which has multiple issues with most common issue of hanging.

No response till date...........

[protected][protected]


Hope the case will be handled seriously by one person rather than a different person replying every time…..

Thanks
Regards,
Dhiraj Kapoor

From: contactcentre.[protected]@nokia.com [mailto:contactcentre.[protected]@nokia.com]
Sent: Saturday, May 14, 2011 12:56 PM
To: xxx.[protected]@live.com
Subject: RE: RE: WebForm Automated Email - Case ID is 1-[protected] _ refund request


This Nokia Customer Care message is in response to your email request



Hello Dhiraj,

Thank you for contacting Nokia Careline.

We understand that you are not satisfied with the service provision of your device.

We regret the inconvenience caused to you. We value the importance of your concern and we are here to assist you.

We would like to inform you that we have forwarded your case to our relevant department. Kindly be assured that our relevant department would contact you within 48 working hours.

Your case # is 1-[protected]

For further enquiries, please email us or feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

Thank you for choosing Nokia.

Regards,

Anita Choudhary

Nokia Careline


-----Original Message-----

From: xxx.[protected]@live.com
Sent: 13/05/2011 10:27:27 AM
To:
Subject: RE: WebForm Automated Email - Case ID is 1-[protected] _ refund request



Dear Nitesh and all other who replied till date….



I have submitted the phone at Nokia care. First of all when I visited the centre they refused to generate new job sheet. They insisted me to sign on old Job sheet dated 23rd Apr. They then asked me to bring the copy of the mail from Nokia careline. I took ½ day leave from my office and now they were not generating the new job sheet. After repeated request they generated the job sheet. I asked them to accept battery and all other accessories but they refused. I have recorded all this conversation I had with the Nokia care and have it with me as proof. I can submit the recording if requested to prove my point.

I also have recorded videos of all the issues I have faced in the phone till date. I will use it in court of law if required.

Let me know when will be the amount refunded.



While I was in Nokia care centre I happened to meet another customer struggling to get repaired the same model I have. She was also complaining of similar problems I am facing. I am sure there are many customers who are suffering from this but most of them might have considered this as a feature and accept it as their fate. Nobody have time to keep shuttling to Nokia care for these problems as mostly after restarting the mobile, it starts working. After few visits to Nokia care you come to know that your warranty has expired. Then you have no choice but to live with it..



This is the story of a common man using faulty Nokia mobiles and example of how the company cheats their customers. There are few standard reasons where in any common man will not even question why is it so. They will say it’s due to virus or Software update or water or some silly reasons where customer cannot prove otherwise.



I would like to inform you that if my money is not refunded then I will be spending all my time and money to fight till the end. As already mentioned previously I will be placing a Banner on rear glass shield of my car mentioning the pain I am undergoing after using Nokia phone. I will not be responsible for negative publicity whatsoever that may arise.

Recently I had a similar case with a car company. Company was kind enough accept my complaints, they took back the brand new car and refunded full amount.

I have already spend enough time explaining my point. Please forward it to higher ups rather than just replying as a normal case.



Hope the issue will be resolved at the earliest and the amount will be refunded soon.



Phone submitted with following details:



Kaustubh Telecon, Shanker Seth Road, Pune -01

Job sheet #[protected]/110513/3

IMEI #: [protected]

Mob #: 9420xxxxx




Thanks



Regards,
Dhiraj Kapoor

From: contactcentre.[protected]@nokia.com [mailto:contactcentre.[protected]@nokia.com]
Sent: Thursday, May 12, 2011 9:35 AM
To: xxx.[protected]@live.com
Subject: RE: RE: RE: RE: RE: WebForm Automated Email - Case ID is 1-[protected]



Hello Dhiraj,

Thank you for contacting Nokia Careline.

We understand that you are not satisfied with the services of Nokia Care Centre.

We regret the inconvenience caused to you. We value the importance of information asked and we are here to assist you.

We would like to inform you that as per our previous communication kindly submit your device to Nokia Care Centre. So we can help you in best possible manner. For location of Nokia Care Centre nearest to you, kindly access the following web link:

http://www.nokia.co.in/carecenter

Once you submitted your device at nearest Nokia Care Centre then kindly revert with below mentioned information.

1. Nokia Care Centre address and contact number:
2. Jobsheet number:
3. IMEI number:
4. Your alternate contact number:

Your case ID is 1-[protected].

For further enquiries, please email us or feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

Thank you for choosing Nokia.

Regards,

Nitesh Soni

Nokia Careline

-----Original Message-----

From: xxx.[protected]@live.com
Sent: 11/05/2011 10:06:37 AM
To:
Subject: RE: RE: RE: RE: WebForm Automated Email - Case ID is 1-[protected]

Dear Deepak & all others who responding earlier…..



I have requested for refund and not replacement. I have already mentioned that C-6 do not meet my expectations. I am an Electronics and Communication graduate and understand all technicalities. I am confident that the issue is with phone design and replacement will not resolve my issues. I have been demanding about KBA/Hotfix details but no response from your side.

How many times do I have to repeat my request. Please arrange for refund and let me know where should I visit to close this matter once for all. I don’t want to shuttle to Nokia care anymore. I don’t have time and money. I already mentioned the care centre timings do not suit working professional.



Please arrange to refund my money on priority. Else I will be forced to proceed with further action.

Hoping for prompt response.
Thanks.



Regards,
Dhiraj Kapoor



From: contactcentre.[protected]@nokia.com [mailto:contactcentre.[protected]@nokia.com]
Sent: Monday, May 09, 2011 10:33 AM
To: xxx.[protected]@live.com
Subject: RE: RE: RE: RE: WebForm Automated Email - Case ID is 1-[protected]


Nokia

This Nokia Customer Care message is in response to your email request

Hello Dhiraj,

Thank you for contacting Nokia Careline.

We understand that you are not satisfied with the services of Nokia Care Centre.

We regret the inconvenience caused to you. We value the importance of information asked and we are here to assist you.

We would like to inform you that as per our previous communication kindly submit your device to Nokia Care Centre. So we can help you in best possible manner. For location of Nokia Care Centre nearest to you, kindly access the following web link:

http://www.nokia.co.in/carecenter

Once you submitted your device at nearest Nokia Care Centre then kindly revert with below mentioned information.

1. Nokia Care Centre address and contact number:
2. Jobsheet number:
3. IMEI number:
4. Your alternate contact number:

Your case ID is 1-[protected].

For further enquiries, please email us or feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

Thank you for choosing Nokia.

Regards,

Deepak Varandani

Nokia Careline


-----Original Message-----

From: xxx.[protected]@live.com
Sent: 08/05/2011 05:07:38 AM
To:
Subject: RE: RE: RE: WebForm Automated Email - Case ID is 1-[protected]

Dear Naresh & all others who responding earlier…..

Thanks for prompt response. Every time a new person is responding to my mail. I cannot understand how serious you all are in resolving the issue. No one is responding point to point to my questions…



I am not demanding for replacement. I am demanding for refund. I cannot trust that the replaced phone will be working good as I understand the issue is with overall performance. The issue is not related to only one feature. The phone is very slow even while making a simple call. Its frustrating….

The phone is not meeting the basic requirement. I have no trust in Nokia care centre. The service provided is pathetic. Why did they not investigated my complaints in detail when I submitted my phone second time. I even asked them to keep the phone for longer duration and investigate thoroughly. But the phone was returned back in 2 days confirming all is well.



The service centre is 8 KM from my place with timings not convenient to me as I am also working. Why should I keep on shuttling to Nokia care not for my fault. I am mentally and financially harassed. The faulty phone is causing impact in my day to day working.



I once again request to arrange for refund and put an end to my ordeal. I am no more interested in any Nokia product.



If you fail to provide refund I will be forced to approach higher authorities. I will wait for 6 days and if refund is not arranged I will have no option but to protest with a Banner on back of my car mentioning the pathetic performance of Nokia Phone and care centre. I will not be responsible for negative advertisement that will be caused.



Thanks and waiting for prompt response. I have send 2 Faxes to Pune head office till date with no response. No one even have courtesy to call back and check what is the issue.



Regards,
Dhiraj Kapoor



From: contactcentre.[protected]@nokia.com [mailto:contactcentre.[protected]@nokia.com]
Sent: Saturday, May 07, 2011 6:20 PM
To: xxx.[protected]@live.com
Subject: RE: RE: RE: WebForm Automated Email - Case ID is 1-[protected]



Nokia

This Nokia Customer Care message is in response to your email request

Hello Dhiraj,

Thank you for contacting Nokia Careline.

We understand that you have concern with your Nokia device and want replacement of the device.

We recognize the importance of this issue and we will be assisting you with your concern.

In order for us to assist you in best possible manner, we require your handset to be present at the Nokia Care Centre. Hence, we request you to submit your handset at the Nokia Care Centre.

We recommend you take along the proof of purchase/receipt while visiting the Nokia Care Centre. Your phone would be repaired under warranty if it meets all the warranty guidelines.

For location of a Nokia Care Centre nearest to you, kindly access the following web link:

www.nokia.co.in/carecenters

Before submitting your phone at the Nokia Care Centre, you may kindly take a backup of the phone contacts data to the SIM card. If the phone supports memory card, take a back up of contacts, messages, images, clips etc. on to the memory card or on to the PC. Back up can be taken, provided the phone is in “Power ON” condition. The technicians at the Nokia Care Centre and Nokia India would not be responsible for the loss of data during the repair process.

Your case ID is 1-[protected]

For further enquiries, please email us or feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

Thank you for choosing Nokia.

Regards,

Naresh Gupta

Nokia Careline

-----Original Message-----

From: xxx.[protected]@live.com
Sent: 06/05/2011 10:14:09 PM
To:
Subject: RE: RE: WebForm Automated Email - Case ID is 1-[protected]

Dear Kapil,



Thanks for updating on actions being taken.





As I have mentioned in my last mail as per your advice I resubmitted my mobile to Nokia care on 30th April vide Job sheet #[protected]/110423/32. I received SMS from Nokia Care on 2nd May informing that mobile is ready for delivery and I can pick up any time. I went to Nokia care on 4th May and got the mobile. The delivery boy informed that now it is repaired and it should be all good. I inquired what was the issue and what action was taken to repair. I was not satisfied with the reply from Nokia care as its very common answer that its flashed with latest software etc …. Or virus removed. I asked for report of testing is any but Nokia care denied the same.



Looking to the nature of issues I am confident that its due to software glitch. Someone need to carefully review the issues and software development team need to resolve it by releasing patches (hotfixes). User should be also made aware of what was the issue and how its resolved. For e.g. any issues arising in operating system is fixed by installing hotfixes. Operating software companies publish all details in for of KBA. Does Nokia follow similar approach….



On 5th May I inserted my SIM and started using cell. After about 2 hrs I tried to access my live mail account. Following is the sequence of events I faced:



1. Cell screen went white. I waited for minutes to see if turns normal. Nothing happened. (refer attachment 01_Hang_Snap.pdf)

2. I then pressed right side key. The screen turned as shown in second snap (refer attachment 02_Hang_Snap.pdf)

3. I tried using the phone but nothing was working. (See attached video 03 Hang_video.zip)

4. I asked my friend to call on my cell. I could see that incoming call is coming but could not receive it. My friend hanged the call but I could see that my cell is still ringing. After all tries I finally had to remove battery of the cell to reset it.

5. Since 5th May till writing this mail I see that call logs keep on vanishing at least 3-4 times a day.

6. Today morning I could see that the signal bar was dancing frequently. Normally at same location it works fine with my other cell.

7. I tried using 3G connection on 6th evening. The phone started getting hot.



Above is my experience from two day usage. Nothing is resolved. I am once again requesting to please refund my hard earned money. I don’t want to keep shuttling to Nokia care without any solution. Its mental as well as financial harassment.



Once again request to please arrange to refund my money.

Thanks and waiting for prompt response.



Regards,
Dhiraj Kapoor




Letter to Nokia Care:

Dated: 30th Apr 2010
Nokia India Pvt Ltd
CDMA,R&D Unit No 123 1&3 Floor,
Building No.2 Sector-1
Mellenium Business Park,
Mahape Navi
Mumbai-400701
Vatika Business Centre
Suite No.6, Level 5, C Wing
Tech Park 1
Airport Road, Yerwada
Pune 411 006
Sub: Refund against Nokia C6-00 having major problems. Device #: [protected]
Dear Customer Care Manager,
Please refer Service Job Sheet #[protected]/110423/32 dated 23rd April.
I purchased Nokia C6 last month from Pune Nokia Dealer. From day one I am having
issues with this set. I bought this high end set to enable me access mails/net on the move
and use latest 3G features. Since I was out town I could not contact Nokia dealer for few
weeks to explain the issues I am facing. I then contacted Nokia dealer, from where I
bought the phone. He advised to visit Nokia care centre to get latest software flashed,
near golibar maidan, Pune.
The care centre is 8 Km from my place. I somehow managed visit Nokia care centre on
23rd Apr. I explained all issues I was facing listed below:
1. Handset hangs almost every day. Sometime cannot switch off. Need to remove
battery to reset.
2. Mail for Exchange does not read mails. Synchronize do not work as it should be. I
cannot rely on this mail client. I have to use my laptop for mail. Failing the very
purpose of the set.
3. Phone hangs most of the time I try to access Mail for Exchange
4. Phone heats up while working on 3G
5. Major issue (safety concern as well): Sometimes when I try to reach my phone for
making call I find that Phone is extremely hot and there is no signal shown on
network. Then I go to Network and change mode from GSM to Dual and back to
GSM the signal gets working. This happens frequently and during this time I am not
reachable as well it’s a safety concern.
6. Almost every day the Phone call log gets lost. Suddenly I see that all call logs
(incoming/Outgoing/Missed are lost. The list is empty.

Visit to Nokia Care (Kaustubh Telecon) was a horrible experience.
1. I was handed over a token at 1:09 PM.
2. It took almost one hour (2:06 PM) to generate Job sheet that too after persuading
a lot. The reason for delay given was power failure. Cannot understand how Nokia
can afford to have a care center without UPS.
3. Care center did not have Air conditioner functioning. All customers were sweating.
The attendant at token machine informed that it’s down since last two days.
4. After the phone was repaired/flashed with latest software the technician asked me
to hand over my copy of job sheet. I demanded that this is my copy and should be
given to me. He denied and then I decided to get it photo copied. I had to again
travel and search for ½ hr for a Photo copier.
Nokia care technician explained that phone is now flashed and should be working fine
resolving all issues. I was happy to hear this that now all issues should be resolved. But I
am sorry to say that none of the above issue got resolved.
I am an engineer (Electronics and communication) by profession, can understand that
these issues cannot be resolved by local Nokia care. There is a serious quality issue in
phone software/hardware. The software had not been subjected to rigorous quality
testing.
Looking to above situation I request you to please arrange to refund my amount as early
as possible. Please instruct the Nokia dealer to refund the amount. I am mentally
harassed each day due to these issues. The very purpose of buying a high end phone is
not served and is even a safety concern. Whole day I keep in checking if phone is getting
hot.
Thanks, waiting for quick response.
Dhiraj Kapoor
xxx.[protected]@live.com