[Resolved]  Nokia E63 — COMPLAINT AGAINST NOKIA AND NOKIA CARE

Address:

Jorhat, Assam

Dear Sir,

I have purchased one Nokia E63 mobile handset (IEMI No- [protected]) from one Nokia Retailer named "Connecting People" of Lakhtakia, Guwahati vide Invoice No - GST/[protected] on 04th March 2010.

It was giving one problem (Pressing Contact button does not showing Contact list), for which I have submitted my Nokia to nearest Nokia Care Centre named "PARAMOUNT SERVICE", Indu Bhawan, M.G. Road, Opp. Jorhat Fire Brigade Station, Jorhat - 785001 on 22nd July 2010, and they have updated new version fo its software and the problem is solved. For it they taken my mobile for the day.

Next, few days before One another problem occur. The battery backup of my mobile is showing only 4 Hrs 57 Min talk time GSM in standard condition which should be up to 11 hrs as shown in the Nokia site. For this I brought my mobile to the same Nokia Care Centre "PARAMOUNT SERVICE" on 25th August 2010.

But when the Executive/Technician there named "Ms BIDISHA" opening my mobile for checking she broke one of the IC of the motherboard. She was not properly trained for E63. She does not know the procedure of opening the parts. While opening a white plate containing the LCD above the motherboard, she was fighting for 5 minutes which was also observed by two of her colleague sitting near by her. She was using spanner near the portion containing those IC for lifting the white plate, which was done in front of me. And finally when she fails she bring my mobile inside the care in open state to another technician for open it. after few moments she return back with the plate in open state which was not done in front of me. And one another technician named "Ms TRISHNA DAS" came to her and check the mobile and show me that one of the IC of the motherboard is broken. And she signed on the motherboard and told me that as the IC is broken, so she canceled the warranty of the mobile.

Then I talked to their senior Mr Rajib Borah about the incidents happening, in brief. I asked him how can one inner IC be broken if it is not physically tampered? He told me that for this reason they use the habit of opening the mobile in front of the customer. But in my case, the technician BIDISHA bring my mobile inside the Care. which is illegal according to their rules. But he deny the fact stating that if somebody don't know something, for help one must ask another. But my point is that in such case what is the necessity of bringing my mobile inside the care in open state, when anything can be happen. Anybody can temper my motherboard. While Nokia is so much strict about this, and the technician is appointed by Nokia itself, after knowing their rules she must not do that. But she did it. How can the IC in the motherboard be broken if it is not physically tempered?

And finally, Mr Rajib told me that i have to suffer for it. He can't take any decision. As the technician is appointed through Nokia I have to complaint to Nokia. For this he give me one no[protected].

Sir, I am totally helpless, i don't know what to do. I want some proper justification. Please take action at the earliest.

My request -
1. The Waranty should be revalidated.
2. The broken IC should be repaired free of cost as it was broken by Nokia Care Executive.
3. proper training should be provided to your technicians.

Otherwise i will approach legally.

Waiting for your reply and nacessary action,

Pradyut Gogoi
State Bank of India
Jorhat Branch 0104
A.T. Road, Jorhat
Assam - 785001
Ph : [protected]
e-mail : [protected]@gmail.com