[Resolved]  Nokia — complaint againts nokia for selling of defective handset & not replacing it instead doing some patch repair just for coming out a new defect

Dear Sir
I have purchased a NOKIA 6700 classic handset on 13/09/2009 from THE MOBILE LIMITED(Branch-38, Gariahat Road,South,Ground Floor,Space No. 5,KOLKATA).Since the purchase I have been harrased quite to suffer a lot of moneytory losses & mental harrasements in the last two months.The handset was sold to me in a defective condition which I found in the very next day I requeted the seller to change the andset within 2 days of purchase.Instead of changing it they just told me to go to nokia care & told me that they have nothing to do after selling the handset.I went to NOKIA Care (Branch-Satya Telecare.229 Chittaranjan Avenue,Near Girish Park Metro Station,Kolkata-6).I also requested them to change the handset everytime(total 3 times) I visited them when a new defect was coming out one after another after each time some patch repairing was done.
In the last time when I came to know over phone by a call from the above said NOKIA Care on 16/11/09 that this time also my handset was just repaired I did not go to collect the repaired handset that I am affraid that a new defect will come out very soon & wiil cause me to suffer mental harrasements & waste my valuable time leading to suffer more moneytoty losses as like before.
I also complained to NOKIA Care head office bangalore & mailed to nokia.co.in to chane my handset but no one heared me.
It is obvious that the handset was sold in a defective condition has the defect found in motherboard just within a 2 days which is completely gross manufacturing defect.
As the total matter is taking a long period(already more than two monyhs of warranty perion is lost almost without any use of the hansset by me).The usable warranty period is shortening day by day.Therefore it is desired to issue fresh full warranty period from the day of supply of the new handset.

Here are below some important documents which you may need.
IMEI NO OF MY HANDSET:[protected]

LAST JOB SHEET NO AT THE ABOVE SAID NOKIA CARE:[protected]/091102/82(as on 02/11/09)

COMPLANT NO AT NOKIA CARE BANGALORE HEAD OFFICE:[protected](as on 03/11/09)

MODEL DESCRIPTION OF MY HANDSET:NOKIA 6700 classic-1 Black



Here are below in double bracket from no 1 to 3 the original copy of mail I sent to nokia as on 11/11/09,thier reply on 12/11/11/09 & on 13/11/09.

1) ( ( Sir
I have purchased a handset of Nokia 6700 Classic on 13/09/2009 from THE MOBILE STORE LIMITED(Branch-38, Gariahat Road,South,Ground Floor,Space No. 5,KOLKATA).Unfortunately it was found defective on the next day & according to the instruction of the seller, I returned the set to NOKIA CARE (Branch-Satya Telecare.229 Chittaranjan Avenue,Near Girish Park Metro Station,Kolkata-6)within an week & requested to swap the handset.After examination of the set they said that the fault is with the motherboard.Instead of swapping they arranged to repair the set & returned to me after 3 weeks approximately.
Again within few days when I tried to use bluetooth for the first time,I found it is also defective.Again I requested them(in the same branch of NOKIA CARE mentioned above)to swap the handset on 30/10/2009.But this time also they had done some patch repairing on spot & said me it is okay.But within few hours I found the same defect was remaining & additional to that,search menu(for internet) was becoming hanged frequently.Again on 02/11/2009 I deposited the handset to the same NOKIA CARE with request of swapping it.They received only the set without the accessories,Battery & Memory card(the TRANSCEIVER) & did not assured about swapping the handset & said IF IT WILL BE SWAPPED THEN ONLY THE NEW HANDSET(Transceiver) WILL BE DELIVERD WITHOUT UNPACKED & UNSEALED BOX.But I am afraid that whether the new set is undoubtedly new one because previously mysely & some of my friends have some unfortunate & bitter experience about the different nokia cares in Kolkata.
I have already informed & launched the request to the Nokia Care Head Office at Bangalore(phone no[protected] over phone on 03/11/2009(Complain No-[protected],IMEI No of my Handset is [protected],Model Description-Nokia 6700c-1 Black).
But on further enquiry on 10/11/2009 to The Nokia Care Bangalore(phone no[protected] I came to know that whether the set will be repaired or replaced that is still under consideration of your office.
So,I request you to look over the matter & arrange to replace the old set to a new set sealed in box with all accessories & relevent parts in intact condition & make me sure of the worldwide fame & goodwill of Nokia Telecommunications Ltd.
As I am a medical practitioner & a teaching staff of KPC Medical College & Hospital at Kolkata I have been already enough harrased & suffered to moneytory loss due to absence in my duty & practice for this hazard.So,I hope that you will be kind enough to grant my appeal & save me from further loss & harrasement.
I think according to your terms & conditions of the warranty,replacement of the set is quite eliguble as different faults in different parts of the set is coming out one after another & therefore possibility of new defect is qiute anticipated.So,replacement is the only way for the permanent solution to get rid of the continuous hazards & harrasements ACCORDING TO CONSUMERS RIGHT(LEGAL) OF THE CUSTOMER.
I hope you will inform me about your DECISION within seven days as the stipulated period (15 to 20 days) given by the NOKIA CARE(Branch-Satya Telecare,229,Chittaranjan Avenue,Near Girush Park Metro Station,Kolkata-6) for completion of the whole process will be ended highest on 22/11/2009.

Thanking You
Dr Pinaki Bhattacharya

Address:164 Goswamipara Road,PO/PS- Bally,
Dist-Howrah,State-West Bengal,Pin-711201
Phone[protected],Mob-(0)[protected]
Email-pinaki.[protected]@gmail.com ))

2) (( Nokia - Pinaki Bhattacharya - N6700 Classic Service Provision

Inbox X


Reply



contactcentre.[protected]@nokia.com
to me
show details Nov 12 (10 days ago)
Dear Mr. Bhattacharya,

Thank you for emailing Nokia Care.

This e-mail is in reference to the service provision of Nokia 6700 Classic. We have noted your experience at the Nokia Care Centre. We will do the necessary fact findings and action it accordingly.

We would also like to thank you for your valuable feedback and please note that this incident is not a true reflection of our services. Our endeavor is to provide you with quality service and your feedback will help us to improve it further.

You may kindly note that when the Nokia Care Centre decides to swap a phone, it is subject to the availability of stocks and also as they would have assessed your phone to be irreparable. A swap phone is a working unit and may have reengineered components of your previous mobile phone. A swap phone undergoes comprehensive quality assessment in order to ensure the optimal performance of the phone.

Further, please be assured that the matter would be looked into on a priority basis. To look into your concern and assist you in the best possible way, we request you revert with the below mentioned details:

IMEI (International Mobile Equipment Identifier) /Serial number of the mobile phone
Latest Job slip/repair number
Your alternate contact number

The above mentioned details are vital and will help us assist you further. Please be assured of our best attention in resolving the concern in your phone.

For further enquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia

Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product.

To ensure proper handling, please continue to use the current subject line.

Please help us improve our services by clicking on the following link:

https://digiumenterprise.com/answer/?sid=361799&chk=NNVUT6HP

Kind regards,

Shabina Yasmin
Nokia Care

Disclaimer:

This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company.

The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice.


[THREAD ID:1-45ZLXQP]



-----Original Message-----

From: pinaki.[protected]@gmail.com
Sent: 11/11/2009 11:48:34 PM
To: contactcentre.[protected]@nokia.com
Subject: WebForm Automated Email

[Email address:pinaki.[protected]@gmail.com]
[Salutations:Mr.]
[First name:Pinaki]
[Last name:Bhattacharya]
[Country:INDIA]
[Language:English]
[Gender:M]
[Contact topic:Nokia services and software]
[Contact subtopic:Nokia Care Protect]
[Message:Sir
I have purchased a handset of Nokia 6700 Classic on 13/09/2009 from THE MOBILE STORE LIMITED(Branch-38, Gariahat Road,South,Ground Floor,Space No. 5,KOLKATA).Unfortunately it was found defective on the next day & according to the instruction of the seller, I returned the set to NOKIA CARE (Branch-Satya Telecare.229 Chittaranjan Avenue,Near Girish Park Metro Station,Kolkata-6)within an week & requested to swap the handset.After examination of the set they said that the fault is with the motherboard.Instead of swapping they arranged to repair the set & returned to me after 3 weeks approximately.
Again within few days when I tried to use bluetooth for the first time,I found it is also defective.Again I requested them(in the same branch of NOKIA CARE mentioned above)to swap the handset on 30/10/2009.But this time also they had done some patch repairing on spot & said me it is okay.But within few hours I found the same defect was remaining & additional to that,search menu(for internet) was becoming hanged frequently.Again on 02/11/2009 I deposited the handset to the same NOKIA CARE with request of swapping it.They received only the set without the accessories,Battery & Memory card(the TRANSCEIVER) & did not assured about swapping the handset & said IF IT WILL BE SWAPPED THEN ONLY THE NEW HANDSET(Transceiver) WILL BE DELIVERD WITHOUT UNPACKED & UNSEALED BOX.But I am afraid that whether the new set is undoubtedly new one because previously mysely & some of my friends have some unfortunate & bitter experience about the different nokia cares in K]

[Phone model:6700 classic]
[Mobile:[protected]]
[Province:]
[City:]
[IMEI:]
[Product code:]
[Operator:]
[Operating system:]
[Web browser:]
[Online shop order number:]
[Product software version:]
[Maps application version:]
[Navigation licenses purchased:]
[Map data installed:]
[User ID/user name:]
[Service name:]
Reply Forward ))

3) (( Nokia - Pinaki Bhattacharya – N6700 Classic Service Provision

Inbox X


Reply



contactcentre.[protected]@nokia.com
to me
show details Nov 13 (8 days ago)
Dear Mr. Bhattacharya,

Thank you for emailing Nokia Care.

This e-mail is in reference to the service provision of Nokia 6700 Classic. We regret that you have been put through this inconvenience due to the service provision of your mobile phone.

We acknowledge having received your e-mail and have recorded the same for future course of action. We wish to state that the matter will be given our prompt attention. We will coordinate with our Head Office to do the necessary fact findings and revert to you. Please be assured that you will be contacted by our care centre at the earliest.

Your case reference number is 1-[protected].

We seek your patience and further solicit your cooperation.

For further enquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia

Do you know you can now update your phone softwkare at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product.

To ensure proper handling, please continue to use the current subject line.

Please help us improve our services by clicking on the following link:

http://digiumenterprise.com/answer/?inv=10263144&chk=8UYYNH9K

Kind regards,

Nancy.J
Nokia Care

Disclaimer:

This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company.

The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice.

[THREAD ID:1-469AB2K]

-----Original Message-----

From: pinaki.[protected]@gmail.com
Sent: 12/11/2009 06:49:57 PM
To: contactcentre.[protected]@nokia.com
Subject: WebForm Automated Email

[Email address:pinaki.[protected]@gmail.com]
[Salutations:Mr.]
[First name:Pinaki]
[Last name:Bhattacharya]
[Country:INDIA]
[Language:English]
[Gender:M]
[Contact topic:Nokia services and software]
[Contact subtopic:Nokia Care Protect]
[Message:IMEI NO of my handset is[protected]
Latest Job sheet No is[protected]/091102/82
My alternate contact no is (O)[protected]]

[Phone model:6700 classic]
[Mobile:[protected]]
[Province:]
[City:]
[IMEI:]
[Product code:]
[Operator:]
[Operating system:]
[Web browser:]
[Online shop order number:]
[Product software version:]
[Maps application version:]
[Navigation licenses purchased:]
[Map data installed:]
[User ID/user name:]
[Service name:]
Reply Forward ))



Hope you will be kind enough to take the necessary steps at the earliest so that I can GET A NEW HANDSET OF THE SAME MODEL AS MENTIONED ABOVE IN AN WELL WORKING CONDITION IN EVERYWAY WITH FULL WARRANTY PERIOD.

Thanking You
Yours Sincerely
Dr Pinaki Bhattacharya
(Mobile No [protected])