[Resolved]  Nokia Care — Service and Repair Harassment

Address:

Jaipur, Rajasthan

I purchased a Nokia E71 set, ESN/IMEI Number [protected] from Mobile Store located at M.I. Road, Jaipur (Rajasthan) on 25/04/2010 which is in warranty period. The phone worked fine till 21/11/2010 and after which it made me rue the day when I thought that buying a Nokia phone was a smart move, I bought it for my business purpose…to receive and send email when I am travel as I am a Tour Operator, I deal with only International Tourist.

I have now spent a lot of time from my peak business days in going to and fro to the Nokia care centre: CARE CENTRE, A-17, KRISHANA NAGAR 1ST, NEAR GANDHI NAGAR SPEED POST OFFICE, TONK ROAD, JAIPUR. The problem with my phone is that it doesn’t switch on in other words its dead; which is in warranty period. (Xeroxes copy of Bill is attached).

I have gone to the centre on 22/11/2010 and they said; it has software problem and it till will take 1 hrs to install software, you please wait and they gave my Service Job Sheet, where mentioned the about Target Delivery Date is 22/11/2010. (Xeroxes copy of Job sheet is attached).

After 30 minutes they said its look like hardware problem, you have to submit it for at least 08-10 days because we have to send it to company, Gurgaon.

I called at Nokia Care after 10 days on 02/12/2010 and given the my Job sheet number[protected]/101122/72 to figure out my mobile status and after 3-4 time calling and holding for long time I was informed that my mobile still in Nokia Care Centre (Jaipur) in un-repaired condition. Then I call of the manager/concern person of that particular Nokia Care Centre Mr. Deepak at [protected] and after lots of attempts he came on the phone and told me that they are tying to repairing my mobile here itself but your mobile didn’t work.

I don’t know why they did experiments with my mobile?? I think, they don’t have a single professionlists and everything was suspicious over there.

Then I call to Nokia Care Head, Rajasthan Mr. Rahul Malhotra at [protected] and I put all things in front of him. Then he called to Mr. Deepak and Mr. Deepak call me back and apologized for that mistake and my inconvenience and said ‘you give us just one week and we send your mobile set to Gurgaon centre and handover it to you in working condition.

I call Nokia Care after one week they just said, your mobile didn’t back from Gurgaon center and you wait for more 2-3 days. After 18th day of submitting the mobile, Mr. Deepak call me and said, your mobile has been repaired, you can collect it.

I rushed back to the Nokia care centre next day where what I encountered was an utter debacle of the word Customer Care. When I checked my mobile the keys/button is not working properly, when I typed FULL STOP (.) it was showing ‘BRACKET’, when I typed BRACKET it was COMMA…everything was massed with many keys.

It shows the huge unprofessional system of Nokia Care and they have completely careless team. The Gurgoan Center must be checked my mobile before dispatched to Jaipur centre and Jaipur center must be checked it before call me. The Nokia Care has been wasted my valuable 18 days of my peak business time till 09/12/2010.

When I show the problem and insisted that they acknowledge the fact that it was incompetence on their part that they could not repair the phone or that the phone was defective in the 1st place, I was asked to wait for 1 hrs which is a routine. So after waiting I was passed on to a sweet talking customer care official who thought that my problem was a joke and was busy laughing with his colleagues instead of listening to my problem. He had no solution for my problem and was almost like a parrot with a few well rehearsed lines on top of that he was ill informed.

I then called to Mr. Deepak and explained about this problem then he talked to a colleague and said, we can’t repair it and we have to send it once again Gurgoan Centre and it will take more 10 days. When I tried to explained my problems, he told me ‘you can go to consumer court, we can’t help it…it will take more time’

I am forced to give negative reviews about it and in fact go out of my way to tell one and all that Nokia Phones are not as good they used to be a couple of years back and the after sale service that they provide is a joke. Now I am at wits end about what to do as soon the warranty period of my phone will be over after which I will be charged for any repair, in fact now I am of the opinion that the Nokia people want to waste my time so that they can wash their hands by claiming that the 1 year warranty period is over and there is nothing they can do now, or will ask me to cough off some amount to repair my phone.

The last resort left before me is to go to the consumer court and ask for justice.