[Resolved]  Nokia — UNEXPECTED BAD SERVICE

Address:

West Bengal

It has been more than 20 days that my mobile phone (Nokia 6700S) has been in repairs after it was given to the Future-Axiom Park Street Kolkata Retail Shop for in-warranty repair (within 3 months of purchase). I was informed about 12 days ago that the set would be replaced with a "brand new set" from Nokia. Does a fresh replacement also take 20+ days to execute ?

Though I have tried to be reasonable in making my escalations with the company, I think I am not being able to reach out to the right kind of customer service representatives.

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> The details of my purchases are:
> Invoice # - 9909 dated 02-Jul-10 - Nokia 6700S | IMEI - [protected]
> Invoice # - 9908 dated 02-Jul-10 - Nokia E-63 BLK | IMEI - [protected]
>
> At the time of purchase the following commitments were made:
> (a) after sales service is a significant value addition over other vendors, you are assured of our quality after sales service which will be more convenient and better than going direct to NOKIA or other vendors.

> The Nokia 6700S stopped responding (did not switch "on") on the 7th of october 2010. I tried charging, re-charging, and removing the battery and refitting it. Thereafter, I took it to your retail shop on the 8th Oct 2010. Mr. Kaushik took the set in (I was carrying photocopies of the invoice) and said it might take between 2-9 days to resolve. 9 days in case the set would require to go to delhi. In all probability since it is such a new set, the same may just be replaced by the company after inspection within 2-3 days.
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> There was no communication from the retail store to me between 8th and 14th Oct. I called up [protected] the number mentioned on the receiving sheet 2/3 times in this period but no one answered or called back. I visited the retail store again on the evening of the 14th to enquire about the set, and no-one in the shop could give me a satisfactory response on the time-line. Mr. Devanand took the intiative to resolve the matter at the earliest after Durga Puja (18th Oct 2010)
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> On Monday Mr. Devanand called me around noon to update me on the status. According to him, it would take another 10 working days to resolve the issue. He would again call me to let me know if and what type of a stand-by replacement was possible for my cell-phone in the interim.
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