[Resolved]  E71 — E71 Handset complaint

Address:

Ernakulam, Kerala

from
P.B. Dineshkumarr, S/o P.S. Balakrishnapillai, Puthenveedu, Thengode.P.O, Kochi-682030, Ernakulam District, (Mobile No. [protected]

On 25/11/2009, I had purchased a new Nokia E71 model handset with IMEI No. [protected] from Exclusive Nokia Showroom at Aspara Arcade, M.K.K. Nair Road, Near Axis Bank, Palarivattom, Cochin-25. At the time of purchase it was assured by the vendor that the hand set is of superior quality and is free from any complaints and that the Nokia India Pvt. Ltd. would provide best after sale service. However, shortly after the purchase, I had noticed serious complaints with the handset. The handset drop signals frequently even while in the midst of Cochin City. The handset always display the message that ‘no network coverage’ even when the service provider (BSNL) have wide coverage over the area. I also noticed that the settings organized by me in the handset are changing automatically and the handset always run restart function automatically. Moreover, I could not use the hand set properly as the same always go hanging while navigating through different menu.

Immediately on noticing the complaints with the handset I have approached M/s. Poovath International, Door No 28/3330 'C', 2nd Floor, Sajma Complex, S.A Road, Kadvanthra, Cochin-682020, who is a premium customer care centre of Nokia India Pvt. Ltd. I put the phenomenon to the notice of premium customer care centre and handed over the handset to them for service. After some time the premium customer care centre returned the handset stating that they have cured the complaints. However, even after the repair the handset did not function properly. The handset has shown the same complaints which it had. I approached the premium customer care centre again and again pointing out the very same complaints. However, the premium customer care centre could not cure the defects despite repeated repairs. On 28/01/2010 the handset was taken by the premium customer care centre stating that the complaint of the handset is on account of some manufacturing defects and the same has to be forwarded to their main office at Delhi. After inordinate delay of one month, the handset was returned to me on 12/03/2010 It was stated to me that all the complaints of the handset have been cured and the handset is functioning properly. However, on examination of the handset I have realized that the handset is not functioning properly and that the handset is showing the very same complaints even after repair by the experts.

I had purchased the handset by paying Rs. 15, 900/- (Rupees Fifteen Thousand and Nine Hundred only). The complaints of the handset and your failure to cure the complaints have caused serious inconvenience and hardships to me. The actions and omissions on your part in detecting and curing the mechanical defect of the handset amount to deficiency of service and on account of the deficiency of service on your part as stated above I have sustained serious injury. Moreover, there was unfair treatment meted out to me as a result of which I have suffered agony, stress and strain. The negligence and latches on your part and the consequent deficiency in service has caused serious inconvenience, pain and injury to me.

In the above circumstances, I hereby call upon you to make good the loss.