Nokia Lumia — Refund of cost of Nokia Lumia 730

Address:Mumbai City, Maharashtra

I am Abhay Kumar residing in Mumbai. I bought Nokia Lumia 730 on 19th Feb 2015 from Croma Malad (Invoice No. being SLF02A[protected]). From the very second day of purchase only, the set was having issues in connection with making / receiving calls and sending / receiving of messages. The set was frequently hanging at the time of calling and used to got back to normal only after it was restarted. When anyone tried to call on the number, they got a message that the mobile was switched off. I went to Nokia Care, Sarvesh Telecom (642_504867), Malad (East), Mumbai. I was told to use a micro-sim instead of my old normal sim which the salesman had previously cut to fit in Lumia 730. But even after doing that the aforesaid problems persisted. I again went to the aforesaid service centre on 20th March 2015 and was given the jobsheet no.[protected]/150320/003. After waiting for an hour or so, the set was given back to me and I was told that formatting has been done and the problems had been rectified. However, the problems were not resorted and the issues continued to persist. I went again on 28th March 2015 to the aforesaid service centre. Mr. Ali, the Service Centre Engineer, told me that he would try to repair it and if it was not rectified, he would send it to the company (job sheet no. being[protected]/150328/010). But my phone was kept there at the service centre only and after much follow-ups I got it back on 20th April 2015 with the information that the errors were rectified at the service centre. But I was disappointed to note that the problems were not yet rectified. I had to go there again on 4th May 2015. Mr. Ali attended me. He told me that he would send it to the company. He further told that he would try to replace the mobile if it is not repairable at the Factory of the Company at Jaipur. The same job sheet bearing no.[protected]/150320/003 of 20th March 2015 was re-issued to me. As I was feeling helpless I lodged my complaint on the same day i.e. 4th May 2015 over telephone with the customer care, acknowledgement no. being 1-[protected]. I received a call from one Mr. Suraj from Jaipur on 5th May 2015. He told me that after having spoken to Mr. Ali at Sarvesh Telecom, Mumbai, my mobile set was being called back to Microsoft Factory at Jaipur and the entire process of resolution of my complaint would be done in 7-10 days. But despite repeated phone calls made to inquire the status of resolution of my complaint I didn't get any updates till the last week of May 2015 when Mr. Ali informed me that the set had been received back from Jaipur after resolving the issues. He told me that he would put the mobile on observation. Next day he again called me informing that I could come to take my phone back as it was working properly. I told him to keep it with him for another two-three days under observation to check whether it is perfectly ok. But then I did not receive back any information from him. On 30th May 2015, I called the Nokia Care, Malad. Mr. Rohit came on the line informing me that Mr. Ali is on leave. He tols me that I can come to collect my mobile as it is ready for use. But when I went there I was informed that in place of my mobile some other mobile had been received from the company's factory at Jaipur. I was completely shocked to know this. Then Mr. Rohit and other representative of the centre offered to give me some other phone with different IMEI number. Mr. Rohit first told me that erroneously some different mobile had been sent by the company and the status of my mobile was not available on the site of the company. Another representative told that the centre is offering new mobile kept as reserve at the centre. Mr. Rohit changed his statement and told that the company has swapped my mobile with the new mobile set though I found that the cover and battery of the set were that of older mobile set. I was totally fed up with the treatment I have been given by the representatives of the company. Every time I was told a new story and at times different stories from different people in the service centre at the same time. As I was being harassed and was frustrated with the behaviour of the company, I lodged online complaint on 30th May 201 with the Company, Ref No. being[protected]. Since the date of purchase i.e., 19th Feb 2015, most of the time the mobile is with the company and its service centre only. I decided that I no more wanted the mobile and requested for refund of the cost of mobile. But my request has not yet been conceded to. I kept on sending reminder e-mails and making calls to the company. I only get message that my request has been forwarded to appropriate authority. On not getting any response from the company, I again called Customer Support of the company today on 21st July 2015. I talked many representatives of the company including Mr. Krishan, Mr. Nitin and Mr. Suraj. Mr. Suraj again told me that company has decided to swap the mobile with new set of Nokia Lumia 730 and I will have to collect it from Nokia Care Centre, Malad, Mumbai where I had deposited my mobile in the first week of May 2015. As I want refund of the cost of mobile I requested him to connect me to Regional Head or some other senior functionary of the company to put my case but he refused for that. The company is not even giving any assurance/ commitment that company will refund the cost of mobile or upgrade the mobile, if I face any problem with the new set of Lumia 730. I am frustrated with the service provided by the company and want refund of Rs. 14999, the cost of mobile.
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