[Resolved]  Nokia — Nokia refusing to repair cell in warranty period.

To Nokia care Msg dated 13/2/08


This refers to the telecon With With Mr ABID of Nokia Care on 8th feb 2008in response to my mail of 5th Feb2008 attached .

As per mr ABID I was informed That Mesers Cyberspace, Nokia Prioity Dealers, Nokia showroom located at Napean Sea Rd Mumbai 36 are Not Authorised to accept or repair my Nokia Phone during warranty period and so Nokia Company deems it as "tampered".

Firstly this info comes as a rude shock and I want your written confirm that Cyberspace Mumbai Is Not An authorise Nokia care Center . For your info They Have a display on their exclusive Nokia Show room Saying NOKIA Priority Dealer and Care Centre . If they are not authorised I would like to know the course of action you are going to take with them for deceiving Nokia Customers like me for accepting the cell which was under warranty period for repairs ???.

Do you not agree they have no businees to accept cells from Nokia Clients if they are not authorised by Nokia ???? What punative action are you going to take against them and since they are appointed by you , you cannot absolve yourselves from contractual liability. You are aware by law, the misdeeds of an agent are binding on the Principal. My cell is still lying with them and I await your reply
urgently.

I am contemplating legal action as well as taking up the matter with the consumer court.
Your aggrieved customer
Mrs K.Gandevia
[protected]


===============================
nokia complaint msg dated 5/2/07
After my conversation with mr Bhatt of yr end I left outstation and now I give herewith the details reqd by you

1.1.08 phone given to Cyberspace Telecom Nokia priority dealer . No job sheet was given to us.
on 2.1.08 phone returned to us saying repairs would be delayed
on 3.1.08 phone handed to Nokia care at Phoenix Mills under jobsheet MUM0318966 and phone was not accepted for repairs alleging it was tampered.
on 3.1.08 phone handed back to Cyberspace and jobsheet recd no[protected]/080103/2

on 8.1.08 Cyber space asks us top collect phone back saying it is unrepairable.
I have not yet collected the phone as I am awaiting your advise.
pl expedite
Thanking you
Kaiad Gandevia



REMINDER REMINDER REMINDER 12/1/08
============================
Dear Ms Durai I am awaiting your response to my complaint sent to you on 7th Jan as below . Please expedite. it is already 5 days and no reply recd from you . If I do noyt get a proper reponse I will take up the matter with the consumer socities as I feel I have been cheated.

[protected]-------
Monday, January 07, 2008 10:28 PM
Dear Ms Durai,

Thanks for your response.

Since you say you have not got all the communications to my complaint, I am attaching the full string of communications with me and customer care incase you are genuinely interested in going deep into a customer's complaint and willing to accept that there are glaring deficiencies with Nokia Customer care.

Also please note the latest developments of my case.

I returned the phone to Ms Cyber Space on 2.1.08.
They today inform me that they sent the phone to the main Nokia Care Centre at Phoenix Mills , lower parel and the cell is returned back unrepaired.
Today , ie. on 8.1.08 they have advised me that the cell is " un repairable" and I can come collect the phone back from them .

Isnt this kind of ridiculous ???? My cell which is well in warranty period is being returned back saying it is " unrepairable" and I am supposed to accept this with a smile and laud Nokia for its wonderful customer care ??? I have asked Cyber Space, your authorised service agents , to give me in writing that my phone is "unrepairable " but they are not willing to do this ........naturally ! Why cant they officially give me in writing ???? Is it that they will be caught on they wrong foot if I take a legal course of action. ??

Pl guide me what to do ? I want to know what next ????
thanks in advance.
Ms Kaizad Gandevia


--- Original Message -----
From: NokiaCare
To: [protected]@satyam.net.in
Sent: Monday, January 07, 2008 1:38 PM
Subject: Nokia - Kaizad Gandevia - N82 Service Provision


Dear Mrs. Gandevia,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to the service provision of Nokia N825. We understand that the incident of service provision of your phone has been very inconvenient to you and sincerely regret it. We have noted your concern regarding our Nokia Care Centres and will do the necessary investigation and action it accordingly. 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 in improving it further.

As per your correspondence, we comprehend that you wanted to share more information regarding the service provision of your phone. However, due to space constraint, we have not received the entire e-mail content.

We suggest you to submit your phone at Cyber Space Telecom, Mumbai and ask them to forward the handset to the higher level Nokia Care Centre for relevant service provision. We assure you that our technicians will examine your phone and assist you in the best possible way.

In case you are facing a concern in submitting the phone at the Nokia Care Centre, we request you to revert so that we can assist you in the best possible way. Please be assured of our best attention in resolving the concern in your phone.

We appreciate 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. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

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

www.nokia.co.in/caresurveys

Kind regards,

Revathi Durai
Nokia Care



From: MHELLY
To: NokiaCare
Sent: Saturday, January 05, 2008 12:30 PM
Subject: Re: Nokia - Kaizad Gandevia - N6300 Service Provision


Dear Mr Prashant,

Thank you for your reply.

On going thru the contents of your response I glean that you have not really addressed my problem at all . All that you have done is , sent me a standard cut-and -paste reply giving me a long list of rules which has no relevence to what has annoyed me .


I once again clarify below my specific problem and would like to focus your atten and request your reply to my specific problem . I would for the sake of record request you to pl mark a copy of your reply to the the Senior manager in Nokia Care to let him be aware of the going ons in Nokia Customer Care.



When I took my cell to Nokia Care at Phoenix Mills on 3rd jan 08 they refused to accept my cell saying that it was "TAMPERED" . When I explained to them that the phone was not tampered but only given on 1.1..08 to Nokia Ms Cyber Space Telecom Nokia Priority dealer, Napean sea Rd , Mumbai 6, they did not bother to check with Cyber Space and instead kept insisting that the phone was tampered.

Firstly , by doing this they showed total apathy to a Nokia customer's genuinity and just tried to pass the buck. A display of no consideration to a customer's word.

Secondly, when I asked that I would like to speak to the manager of the Service Centre they...... point blank refused !!!. This is a closed door policy of customer service and unacceptable by any standards.


Thirdly when I spoke to Nokia care at 30303838 , Mr Abhishek could not convince the service centre at Phonix mills to accept my phone. You may pl hear the recorded conversations .


I was forced to go from pillar to post and had to go back to Ms Cyber Space Telecom Napean sea Rd and tell them that the Main Service centre at Phoenix Mills refused to accept my phone. Ms Cyber space then tell me that they dont know how that could happen because when they checked my phone on 1.1.08 they claim to have entered their investigation report in the Nokia Main frame computer which would reflect at the Nokia Care Centre. Why this did not happen is anybodys guess. ???

I am forced into a situation where I had to return back the phone on 3rd evening back to Cyber Space who I believe will send it to The Service Centre at Phoenix Mills and then the service centre will investigate and send its findings back to Cyber Space. This is a classic case o[censored]nacceptable delay, waste of time , energy and money, making me run around in circles in the guise of " Customer Service ."

Even your response did not show any concern nor addressed the nature of my problem which reflects a poor understanding of customer's grevience . Its a joke that your last line asks me to contact the very Service Centre whom i am complaining about and one that refused to accept my Cell for repairs ????????:

I find a lack of Customer Service policy at NOKIA all over.

I await your response.
regds
Mrs Kaizad Gandevia
[protected]







----- Original Message -----
From: NokiaCare
To: [protected]@satyam.net.in
Sent: Friday, January 04, 2008 4:16 PM
Subject: Nokia - Kaizad Gandevia - N6300 Service Provision


Dear Customer,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to the service provision of your Nokia 6300. You may kindly note that the Consumer shall have no coverage or benefits under this limited warranty if any of the following conditions are applicable:
(a) The Product has been subject to: abnormal use, abnormal condition, improper storage, exposure to moisture or dampness, exposure to excessive temperature or other such environmental conditions, unauthorized modifications, unauthorized connections, unauthorized repair including but not limited to use o[censored]nauthorized spare parts in repairs, misuse, neglect, abuse, accident, alteration, improper installation, Acts of God, spill of foods or liquids, maladjustment of customer controls or other acts which are beyond of reasonable control of Nokia, including deficiencies in consumable parts such as fuses and breakage or damage to antennas, unless caused directly by defects in materials or workmanship, and normal wear and tear of the Product.

(b) Nokia was not notified by Consumer of the alleged defect or malfunction of the Product during the applicable limited warranty period.

(c) The Product serial number or the accessory date code has been removed, defaced or altered.

(d) The defect or damage was caused by defective function of the cellular system or by inadequate signal reception by the external antenna.

(e) The Product was used with or connected to accessory not supplied by Nokia, not fit for use with Nokia cellular phones or used in other than its intended use.

(f) The battery was short circuited or seals of the battery enclosure or cells are broken or show evidence of tampering or the battery was used in equipment other that for which is has been specified.

Further we request you to contact the Nokia Care Centre for further assistance regarding the service provision of 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. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

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

www.nokia.co.in/caresurveys

Kind regards,

Prashanth MM
Nokia Care


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

From:
To:
CC:
Sent: Thursday, January 03, 2008 6:10:04 PM
Subject: Ask Nokia - India:: Customer Service



[THREAD ID :2-2QG1FL]


[Salutations:Mrs.]
[FirstName:kaizad]
[LastName:gandevia]
[DOB:13.09.]
[Gender:M]
[Email:[protected]@satyam.net.in]
[CountryCode:91]
[Country:India]
[Language:English]
[MobilePhone:[protected]]
[Model:Nokia_6300]
[Imei:[protected].551721]
[State:mumbai]
[Postal:400036]
[Feedback:Subject :- COMPLAINT ABOUT POOR CUSTOMER SERVICE AND REFUSAL TO accept PHONE FOR REPAIR IN WARRANTY PERIOD
===============================
I am extremely upset at the poor and unappropriate service I have recd from Nokia. I would like this complaint to be forwarded to the appropriate person for prompt action .

I purchased my phone from Ms Cyber Space Telecom Nokia Priority dealer,napean sea Rd , Mumbai 6 by cash receipt No 1053 dated 22-5-07.
The phone went out of order few days ago and on 1-1-08 I gave it to ms cyber space telecom for repair in warranty period. On 2-1-08 when i went to find the status , i was informed that the phone would have to be left for a number of days as the technicians were very busy and so they returned the cell back . Since I was in urgent need of my cell to be repaired on 3-1-08 I went to the main Nokia service Centre (Brightpoint India P Ltd) in Phoenix Mills, Lower Parel to hand over the cell there for repairs. After checking the instrument, the centre refused to accept the phone saying that there was un-autohrised "tampering" with the phone pcb . I was rudely shocked and explained to them that the phone was only handed to Cyber Space Telecom who was an Authorised Nokia Priority dealer and thus there was no question of tampering if the phone was handed to an authourised dealer and they could check out the facts with them. The Service centre point blank refused to accept my plea, nor check the matter with Cyber space and adamantly refused to accept the cell for repairs.The counter staff refused to even let me speak to the manager of the centre despite my repeated requests . In passing the buck they said I should speak to Nokia Customer care on 30303838. I immediately phoned up and spoke to one mr Mr Abhishek at customer care and explained my problem .I explained to him that I am being harassed for no fault of mine. I urged him to speak to the Service centre and instruct them to accept my phone .Mr Ab]

Subject :- COMPLAINT ABOUT POOR CUSTOMER SERVICE AND REFUSAL TO accept PHONE FOR REPAIR IN WARRANTY PERIOD
===============================
I am extremely upset at the poor and unappropriate service I have recd from Nokia. I would like this complaint to be forwarded to the appropriate person for prompt action .

I purchased my phone from Ms Cyber Space Telecom Nokia Priority dealer,napean sea Rd , Mumbai 6 by cash receipt No 1053 dated 22-5-07.
The phone went out of order few days ago and on 1-1-08 I gave it to ms cyber space telecom for repair in warranty period. On 2-1-08 when i went to find the status , i was informed that the phone would have to be left for a number of days as the technicians were very busy and so they returned the cell back . Since I was in urgent need of my cell to be repaired on 3-1-08 I went to the main Nokia service Centre (Brightpoint India P Ltd) in Phoenix Mills, Lower Parel to hand over the cell there for repairs. After checking the instrument, the centre refused to accept the phone saying that there was un-autohrised "tampering" with the phone pcb . I was rudely shocked and explained to them that the phone was only handed to Cyber Space Telecom who was an Authorised Nokia Priority dealer and thus there was no question of tampering if the phone was handed to an authourised dealer and they could check out the facts with them. The Service centre point blank refused to accept my plea, nor check the matter with Cyber space and adamantly refused to accept the cell for repairs.The counter staff refused to even let me speak to the manager of the centre despite my repeated requests . In passing the buck they said I should speak to Nokia Customer care on 30303838. I immediately phoned up and spoke to one Mr Abhishek at customer care and explained my problem .I explained to him that I am being harassed for no fault of mine. I urged him to speak to the Service centre and instruct them to accept my phone .Mr Abhishek's customer sevice was most dis satisfactory and so was his attitude.At one stage he even had audacity to tell me "You dont understand English ???" After a marathon conversation , which I believe is recorded at Nokia , he said he did not have the authority to either get the service centre to accept my cell for repairs nor could he take up the issue with Cyber space who though being Nokia authrised dealers have allegedly "tampered" my cell.

His golden words of advise was to pass the buck from his predessors and ask me to write to Nokia on the web site which I am am doing now.
Apart from the agony of having a dead phone , I feel I am a harassed Nokia Customer being made to run from pillar to post.
This sort of customer service is most disturbing. Someone heading Nokia has to take reponsibility for the injustice on customers ?? If Cyber Space Telecom are not authorised to "tamper" with cell during the warranty period then strict action must be taken against them. Why must a customer be made to suffer.

I would appreciate an immediate and appropriate response please.What do I do now to this dead Nokia Phone ?
thanking you yours sincerely
Mrs K. Gandevia

[protected][protected][protected][protected]


No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.17.13/1209 - Release Date: 1/4/2008 12:05 PM


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

From:
To:
CC:
Sent: Sunday, January 06, 2008 7:55:47 PM
Subject: Ask Nokia - India:: Customer Service


[THREAD ID :2-2QMTMZ]

[Salutations:Mrs.]
[FirstName:kaizad]
[LastName:Gandevia]
[DOB:..]
[Gender:F]
[Email:[protected]@satyam.net.in]
[CountryCode:91]
[Country:India]
[Language:English]
[MobilePhone:[protected]]
[Model:Nokia_6300]
[Imei:[protected]]
[State:mumbai]
[Postal:400026]
[Feedback:Dear Mr Prashant,

Thank you for your reply.

On going thru the contents of your response I glean that you have not really addressed my problem at all . All that you have done is , sent me a standard cut-and -paste reply giving me a long list of rules which has no relevence to what has annoyed me .


I once again clarify below my specific problem and would like to focus your atten and request your reply to my specific problem . I would for the sake of record request you to pl mark a copy of your reply to the the Senior manager in Nokia Care to let him be aware of the going ons in Nokia Customer Care.



When I took my cell to Nokia Care at Phoenix Mills on 3rd jan 08 they refused to accept my cell saying that it was "TAMPERED" . When I explained to them that the phone was not tampered but only given on 1.1..08 to Nokia Ms Cyber Space Telecom Nokia Priority dealer, Napean sea Rd , Mumbai 6, they did not bother to check with Cyber Space and instead kept insisting that the phone was tampered.

Firstly , by doing this they showed total apathy to a Nokia customer's genuinity and just tried to pass the buck. A display of no consideration to a customer's word.

Secondly, when I asked that I would like to speak to the manager of the Service Centre they...... point blank refused !!!. This is a closed door policy of customer service and unacceptable by any standards.


Thirdly when I spoke to Nokia care at 30303838 , Mr Abhishek could not convince the service centre at Phonix mills to accept my phone. You may pl hear the recorded conversations .


I was forced to go from pillar to post and had to go back to Ms Cyber Space Telecom Napean sea Rd and tell them that the Main Service centre at Phoenix Mills refused to accept my phone. Ms Cyber space then tell me that they dont know how that could happen because when they checked my phone on 1.1.08 they claim to have entered their investigation report in the Nokia Main]


[protected][protected][protected][protected]


No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.17.13/1212 - Release Date: 1/6/2008 10:55 PM
Monday, January 07, 2008 10:28 PM


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