[Resolved]  Nokia 6210 — Not getting a response from Nokia Care against my troubled Handset

I had purchased a Nokia set on 1st October 2008 from M/s Vaishno Electronics Pvt. Ltd., 131, MCD Market, Karol Bagh, New Delhi-110005 vide bill no. 3269 dated 1st October 2008.

The problem started in July 2009 wherein the numeric buttons was not working properly on the key pad. When I showed it to the nokia care representative they notified that there was a problem with the loudspeaker as well, with minor problems like vibration not working sometimes.
I submitted this handset to the NOKIA CARE centre in Ghanta Ghar, Kamla Nagar on 7th July 2009 under job sheet no.[protected].
I received the handset back after around 9-12 days with the assurance that the handset has been repaired properly.
But after checking the handset I found that the problem had been further worsened. The keypad, although working on & off at that time, was also cracked. Fearing a faulty keypad, I requested the Nokia Care representative to keep the handset and repair it properly. The representative agreed that the fault had been from the repair shop itself as the faulty keypad was not there while accepting the handset on 7th July 2009 and the same was not there in the job sheet as well. Asking them to keep the phone and repair it, they continued with the same job sheet and told me that it will be sent to the Nokia repair shop again. This Handset again came back to me after 8-10 days. The representatives again reconfirmed that now it has been repaired properly and there is no more problem with it. After 5-6 days the problem again came up and the numeric keypad stopped working. The Nokia Maps feature was also not working properly.

On going back to the same care centre again I got a shocked of my life to get a very rude treatment. On again opening the set the representative declined to entertain my query. He asked me to submit the handset out of warranty and pay for it. I insisted that the set was still under warranty but the representative declined to accept it and forced me to submit it out of warranty. Asking the reason he told me that the chip inside the set was bent and he will repair it only after taking it out of warranty. He tried to put the blame on me stating that the handset was mishandled by me.

I reinforced the fact that there was not even a single scratch on the whole handset proving that the set has not been mishandled by me and the fault might have been on their end as it was an internal one. I further reinforced that the internal dent can never happen without a scratch or a dent on the outer body to which he did not agree. On making a request to accept the handset and send it to the repair shop to know greater details for the same he blatantly disagreed. I then requested him to give me a written confirmation that he is not accepting the handset and he wants me to submit it out of warranty to which he again refused. I requested him to give a solution to this for which he again suggested paying money and getting it repaired out of warranty while it is still under warranty.

I request you to kindly look into the matter personally and don’t force me to take any legal action against the company.

Awaiting your favourable reply in line with the reputation of the company.

I am Sahil Kohli and my cell number is [protected]