Nokia / Mobile Phone — Poor product and service

Dear Sir/Madame,

I purchased this Nokia N 78 phone (Nokia GSM, N 78, [protected]) from an authorised shop in Mulund East, Mumbai on 31st Jan 2009 as per the attached invoice.

1) As soon as I started using the same, I noticed that the handset was getting hung every now and then and I had to swithch it Off and On everytime it did so. The shopkeeper tried everything including software uploading, anti virus etc. over a period of time but the problem continued. Finally I got it checked with an authorised service centre of Noia Care in February and they suggested a replacement.

2) On 23rd March, they got it replaced with a new piece (I assume) (Nokia GSM, N 78, [protected]) as per the exchange note attached.

3) In addition to the hanging problem continuing with the new piece, there was a charging problem. On immediately checking with Nokia Care, they said that though everything was normal with the handset, the battery had drained out and needs replacement. The battery was replaced and the new battery was received on 11th April as per the Service job sheet attached.

4) With the new handset and battery combination, I noticed that the battery was getting discharged within 2 to 3 hours of charging and the handset was getting hot. On rechecking with Nokia Care, they got me another battery replacement somewhere in May.

5) The problem of bettery discharging within 2 to 3 hrs and phone getting hot continued and they suggested to resend both to the factory for thorough checking. Both were checked thoroughly for a period of 3 weeks and then returned to me in June saying that everything is normal. They didn't give me a copy of the job sheet this time saying that the same has been logged into their system.

6) However, when I asked them to give me the job sheet no. for reference of this letter they said the system was down and that they couldn't find the record.

It's been 6 months now since I purchased this phone for Rs. 12400 and till now haven't been able to use it even for a day. Though I agree that I am neither authority to commentI on the technical expertise of the Nokia service centres nor on the service standards that these centres exhibit, I fail to understand what needs to be done in this case.

I am sure that getting directly in touch with Nokia should certainly help me getting a full refund of the amount invested or at least a new good phone which works to its value.

Expect a reply/revert on this at the earliest.

Thanks and regards,

Santosh Huprikar,

Manager, Corporate Real Estate,

Nomura Services India Pvt. Ltd.