[Resolved]  Nokia 6708 — Unrepairable

I purchased NOKIA 6708 model on 31st December, 2006 from NOKIA Priority Dealer (15/16, Dr. Nair Road, T. Nagar, Chennai – 600 017). In the first five months, it was working well and later there were problems in respect of incoming calls and SMS.

When I took it to the NOKIA Priority Dealer (where I purchased), I was advised by them to contact the NOKIA Help Line. When I contacted NOKIA helpline several times, they instructed me to follow various trouble shooting methods like switch off and on, remove and reinsert the SIM card, check the call settings, try the SIM with other mobiles, etc. All that worked out to be short lived strategy and the problem persisted. Finally, in October 2007, the problem aggravated and my mobile did not receive any incoming calls. At last, NOKIA Help Line advised me to get in touch with the nearest NOKIA Care.

I went to NOKIA Care (S.R. Trading, No. 101, Eldams Road, Teynampet, Chennai – 600 018) and submitted my NOKIA 6708 mobile for repair. The details of my visits are as follows:

No. of visit Date Job sheet Number
1st Visit 18th October, 2007 [protected]/071018/6
2nd Visit 19th October, 2007 [protected]/071019/1
3rd Visit 21st November, 2007 [protected]/071121/36
4th Visit 6th December, 2007 [protected]/071206/8

Every time my handset was returned but the problem continued. It was twice sent to the Nokia Care Head Office in Chennai. But the problem wasn’t solved.

In the meantime, I contacted NOKIA Customer Care through e-mail at the address furnished in the NOKIA web site and they too advised me to re-submit the handset for repairs. I have given the mobile for repairs for four times and after my several visits finally the NOKIA Care staff agreed that it cannot be repaired and apologized for the hardship and inconvenience caused to me. They added that NOKIA 6708 is a failure model and NOKIA has stopped the production of NOKIA 6708 due to complaints from several customers.

I sent a notice to NOKIA Care and NOKIA priority dealer, explaining the trauma and mental agony that I have gone through. After that, NOKIA Care sent a written reply saying that a new swap mobile is ready for delivery. Based on that, I went to NOKIA Care and was shocked to see the sorry state of the new swap mobile. It looked old, shabby with scratches and when enquired, the NOKIA Care staff said that, it is a reengineered mobile with parts from several mobiles i.e., collection of working parts from various mobiles that has been discarded.

I requested NOKIA to refund my money Rs. 17,200/- as my mobile is unrepairable. But, no response for that. I have all the documents including the email correspondences, job sheet copies, Notice sent to NOKIA, etc to substantiate my case.

In the mean time, I contacted few of the owners of NOKIA 6708 in Chennai. Most of them have some problems with it and are frustrated with the worst service of NOKIA care. I am collecting the details from them to strengthen my case and argument.

I am planning to approach the chennai district consumer court for justice.