Nokia India — Fraud by Authorised Nokia Care Centre and Inaction by Nokia India in the follow up

Address:

Mumbai City, Maharashtra

I visited Syona Services, Vashi, Nokia Care Centre for broken touch screen for Nokia Lumia 625 on 15/9/14. They replaced the touch screen and charged Rs.3650 for it. (Bill#3667, Job Sheet 91S/004). I return to Chennai. 8OCT14 my phone stopped working with Error: Unable to find bootable option. I took it to Digitel Communication, Medavakkam, Chennai (JS#7258, 10OCT14)and they told me that the touch screen was fake. This fake touch screen was put in by Nokia Care Vashi. They tried to fix s/w problem for 4 days then they tell me that they need to send it to experts and the total charge would be Rs.4500. This happened on 15OCT14. I contacted Nokia complaint and asked them for a solution to this and what action should be taken against Nokia Care Vashi being an authorised Nokia Care Centre, they have fitted a fake screen. I talked to Nokia's executives on phone and sent them a scanned copy of the bill which they say they didn't receive despite me receiving an auto response (SR Number: 1-[protected]). This continued for 6 days then on 21OCT14, I transmitted the bill copy to them again on online chat. The call backs that I got from Nokia were only courtesy calls asking me questions like what is the phone number of the branch where I had given the phone for repair. This information was already provided to them. On 27 Oct (SR No. 1-[protected]) I got a mail from Namita Jain, Nokia Care representative saying the matter is being looked into again. On twitter, the @NokiaHelps handle responded saying the case will be resolved in 96 hrs max, this time limit exhausted on 31 Oct and still no action. After trying to get a resolution for 3 weeks, on 31 Oct 2014, I get a mail from Mukesh from Syona Services asking me to send my handset to him so that he can look into it. This is an extremely delayed response and would take many more days before I am able to use my phone again. Its been 26 days now with no action from Nokia.