Nokia E51 — Damage movie set by Nokia Care

Nokia E51 — Damage movie set by Nokia Care

A Arun Verma from Kolkata, West Bengal

Dear Sir/Madam, I am not getting proper support from Nokia Care and Care Line even on mail. The Nokia Care Centre damage (Tempered) my handset during repair and when I asked to repair the set they refuse to do the same and misbehaved with me. The same was immediate informed to Nokia Care Line[protected]. Please log the complaint against Nokia Care. File Attachment – Nokia-1.jpg – Unable to update the Software DSC01053.jpg- Money Receipt from Infotel Services Kolkata DSC01056.jpg- Entry Level Scanning Report from another Nokia Centre (Arya Infotech, Kolkata) Regards, Arun Verma Mobile No # [protected] Direct #[protected], 44010251 -----Original Message----- From: contactcentre.[protected]@nokia.com [mailto:contactcentre.[protected]@nokia.com] Sent: Monday, June 08, 2009 2:14 PM To: Arun Verma Subject: Nokia - Arun Verma - E51 Service Provision Dear Mr. Verma, Thank you for emailing Nokia Care. This e-mail is in reference to service of your Nokia E51. We regret the inconvenience caused. We request you to call our care line from the Nokia Care Centre in order for us to coordinate with the technicians. In order to call our Nokia Care Line we suggest you to kindly prefix the STD code of the city from which you are calling to 30303838, if you are dialing from your mobile phone. If you are dialing from a landline number, you may directly dial the number. Please note, local call charges would apply. For further enquiries, please 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 Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product. To ensure proper handling, please continue to use the current subject line. Kind regards, Prashanth MM Nokia Care Disclaimer: This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company. The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice. [THREAD ID:1-2SGUL4P] -----Original Message----- Sent: 08/06/2009 02:09:39 PM From: ext Arun Verma [mailto:[protected]@starnews.co.in] Sent: Sunday, June 07, 2009 5:26 PM To: CustomerCare India (RES/Helsinki) Subject: E51 Mobile (IMEI-[protected]) Importance: High Dear Nokia, I experience the worst service from Nokia Care. My nokia E51 Mobile (IMEI-[protected]) having some call drop problem. Had disused with Vodafone regarding this issue and replaced the SIM card. Problem not sorted out after that I called your Nokia Care Line[protected]. As suggested by Nokia Care-line I am tried to update my software at home but due to some problem I am not able to update the Mobile software (error massage attached with the Mail). And Nokia Care Line informed me to contact the nearest Nokia care. As per Nokia Care Line instruction visited nearest nokia care infotel Services and at that time they informed me that left side of keypad having liquid issue and now mobile are not cover under warranty the same was confirmed by Nokia Care Line. After discussion with Nokia Care I am agreed for Mobile repair by paying Rs. 330.00. But when I get back my phone I found that ON-OFF switch got damaged, LCD having lots of dust and Keypad was not properly screwed, they not only refuse to repair the system also blamed that my mobile on-off switch was faulty. The behavior of Nokia Care representative was very rude and non-cooperative. I was back from Nokia Care to my office and called Nokia Care Line from[protected]/300, 44010250/251 and informed the problem. I was already informed the every step to Nokia Care Line[protected]. As disused with Nokia Care Line I visited another Nokia Care Arya InfoTech. Engineer Reported following problem. Physical Condition of Set is Not OK Physical Condition of PCB is Not OK (Tempered) I want to know that is tempering required in updating of software. I was busy in the election process that the reason I was not able to write a mail to you. Regards, Arun Verma Was this information helpful? No (0) Yes (0)

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Sandeep Nagpal

from Mumbai, Maharashtra

Nokia — Faulty mobile set E51

Dear Sir

I bought a new E 51 from M/s Party People, Ludhiana on 18/04/09. Invoice No. 465 dated 18.04.09

In about two week's time, two buttons on the set stopped working. On 09/05/09 I took the set to the above said seller who forwarded me to Nokia Care, Model Town Extension, Ludhiana.

The lady at Care Centre informed me after checking the set that some liquid has seeped into the key pad and the same will have to replaced against payment since the fault is not covered in the warranty.

Owing to total trust and thereby their Care Centre, I readily agreed for the same. The lady in question was Ms. Neeru and was very cordial and polite.

On 12.05.09 I received my set back seemingly repaired. I was handed over an invoice for Rs. 1000/- which was surprisingly not in the name of Nokia but a private party called Mobile People.

After using the phone for further two days, a worse snag appeared wherein some switches stopped responding whereas others were responding even without pressing. All in all the mobile had become quite unusable, one could not dial any number without the unwanted digit / function coming on screen on its own. Since I was out of Ludhiana and came back on 18.05.09, I went to Nokia Care again yesterday, 20.05.09 and approached Ms. Neeru. She assured me that since I have already paid for same problem once and that too when the set was only purchased one month back, it would be repaired free of charge. I was asked to wait for some time at Centre itself. After waiting for about an hour, I was told that repairs were taking some time and I would receive a call whenever it was finished. That was about two o' clock yesterday.

Today I went to the Centre again not having received any calls, this time I was talked to by a different lady who very rudely informed me that since there's liquid inside the phone, I will have to pay repair charges. I tried to tell the lady that I had bought the phone only on 18/04 and have already paid Rs. 1000/- for same problem only two days before the problem reappeared. She was not willing to listen. My submission in the whole case is :

1. Why should liquid reappear only two days after getting the same repaired? I don't go swimming, use the phone normally, have been doing so since 2002.

2. Why was I told yesterday that the repair would be done free of charge and when I went to collect the set today, I was told that I would have to pay when the set had been examined properly even yesterday?

3. Why should I pay for getting a new set repaired for something I don't have any hand in causing? I took the responsibility first time that maybe because of my incorrect usage, some liquid had seeped in, but I can assure you, after paying money for the same, I was extra cautious of the problem next time around. Is it possible that in two days, a problem far worse than before should occur because of my incorrect usage, I don't think so.

4. When I am giving my set at a Nokia Care, why am I getting invoice of some private player called "Mobile Super Market" (Invoice No. 351993 dated 12.05.2009 for Rs. 1000/-). I think these people are running a racket under the name of Nokia which has people's trust.

And I must tell that the lady I encountered today was so rude and unprofessional that in my anger I left both the repair slip and the set (alongwith back cover and battery) there at the Centre itself.

You are requested to intervene in the matter and it is my request to you that I don't want to take a Nokia set any more. It seems that the days when Nokia used to be the preferred brand are going to be over soon, at least I was a die hard fan of the mobiles under this brand name, not any more. You are kindly requested to reimburse the money I had paid for the set in the first place Rs. 11, 300.00,
I am not asking for the amount I have paid for repairs Rs. 1000.00 and for numerous visits I have paid to Nokia Care wasting time and money on the efforts. My phone no. is [protected] Phone Numbers of the Nokia Care Centre are [protected] and [protected]

With regards

(Sandeep Nagpal)
Ludhiana, Punjab
India