In response to my complaint as below against Nokia Care Centre:
My Nokia N76 set was having some problem. I showed it to my Nearest Nokia Care centre at Govind Nagar, Kanpur on 03-02-2010. After inspecting my set, Engineer told that Flex is Faulty whose cost is Rs. 720/-requires replacement & Rs. 300/- for other parts & services will be charged.
He gave me total estimate of Rs. 1020/(One Thousands & Twenty)- Vide Service Job Sheet Sl No. 12628/ Job Sheet No. 345504886/100204/12 dated 3-2-2010 at 06:20 P.M. . Nokia Care centre then taken Rs. 100/- as advance vide receipt No.4292 dated 03-02-2010, Job Sheet No 12628. They informed to me by SMS on 05-02-2010 at 12:18:53 PM by their mobile having no 9793103838 in exact wording that " Yr set is not repaired yet, as repair estimate is Rs. 800. Pl. approve the estimate, upto 6:30 PM-Nokia Care". I called back the centre & enquired about it around 12:30 P.M. They replied the same and I given him the consent for repairing. Today on 06-02-2010 at about 11:00 AM when I reached the Nokia Care centre for collecting my repaired set, they said it is not repaired yet & said that it will now cost Rs. 8000/- (Eight Thousands) for repairing. Also they are not ready to return my Rs. 100/- which I had deposited for advance. I am suffering a lot. It seems They are not only defaming the NOKIA brand but also misguiding Nokia customers . Please do the urgent necessary action to avoid inconvenience casued to me.
*Nokia Centre has replied to me by mail as below in their exact wording by mail:
this has reference to our telecon had on 07/02/02010, SMS on dt. 10/02/2010 and discussion on your visit dt. 10/02/2010.
I am very sorry for te inconvenience caused to you due to defect in your mobile phone.
I wish to confirm you follwing facts :
1. After intial physical inspection, set was received with initial estimate for Rs. 1020 excluding service charges.
2. An amount of Rs. 100 was deposited as Non-refundable inspection-cum-estimate charges in advance by you. It was not an advance against the final bill of repair.
3. the SMS sent to you on date 05/02/2010 was having a typing error in the computer against the estimate of Rs. 8000. If the estimate would have been Rs.800, there was no meaning to intimate/ ask for the approval, as you had already approved estimate for Rs. 1350 including service charges at the time of depositing the set, and your set would had been repaired without further asking/intimation.
4. Since amount deposited by you was a non-refundable Estimate -cum-inspection charges, hence it was refused to refund as per terms and conditions of jobsheets.
5. On your visit on 06/02/2010, you have taken our office copy of jobsheet for getting its photocopy and didn't turned back.
6.You will appreciate that you have been very much satisfied with our telecon on dt. 07/02/2010 and 10/02/2010, wherein it had been made you very clear that since repair of your hand set is Beyond Economical Repair. You have confirmed to take back your handset later since you had not brought the copy of jobsheet that time.
This mail is merely a confirmation of our discussion on your visit.
You are requested to collect your hand set after submitting the job sheet.
I am very sorry again, for the inconvenience caused to you due to defect in your mobile phone.
Thanking and assuring you best of services always.
for Vee Dee Techno Services
** Regarding above answer, I have asked following questions from Nokia Care Centre:
I had deposited my set on your Nokia Centre, your engineer has throughly inspected the set for about 25-30 Minute, & after inspection he has reported the Estimate cost of Rs. 1020/-. And again your SMS of Rs. 800/- for complete estimate of set came in my mobile set for approval. Even when I had approved the estimate by call back to your centre no body cleared the position. And when I came to your centre on 06-02-2010 for collecting, then only you are saying that estimate is Rs. 8000.00.
why initially you have not checked my set properly?
why you have initially informed the wrong estimate?
why you have not taken proper care while taking my approval for repairing my Nokia N76 Mobile set?
For what purpose have you deposited Rs. 100/-?
if you do not have enough skilled engineer's why have you deposited my set and wasted my valuable time?
who is responsible for giving wrong information on SMS & Estimate for repairing?
what is the waitage of your verbal words after depositing my set - Now sometimes you says that Mother board is faulty & some times - Display is faulty etc. etc....?
Question is on what basis I beleave on your verbal words now? After depositing my set you can do anything....you can change valuable parts....it is also possible that due to mishandling of your service during repairing parts may damage?
After all I want to say that I am not satisfied from your these words.... atleast after depositng my set which you have taken after rigorous inspection & by taking advance of Rs. 100/-.
Thus you are requsted to repair my set as per your estimate which you have given me at the time of depositing the set...otherwise I am bound to complain you in consumer forum for giving false Estimate to me, wasting my time & for your careless ness.
But they are now not respondind at all..except to say that collect your mobile from centre ...also not ready to refund my Rs. 100/- deposited as advance for repairing.
You are requested to look into the matter..& do justice with me.