Nokia — Poor service at Nokia Care

To whomsoever it may concern

I visited the Nokia Care centre at Princess street, Mumbai (near Metro Cinema) on 24Nov09 with a problem on poor outgoing audio quality. I confirmed with the Centre on whether the handset was repaired on 27Nov09 and on their confirmation I collected my handset from the Centre on 27Nov09. I paid a service charge of Rs. 450 (inclusive of tax).The service at the centre was so pathetic that they did not even tell me to check the phone. When I went back to office, I realised the problem was not rectified and I visited their office the next day.

Job Sheet number: 0911124/58

Sameer Shah from the care centre apologised and told me that the handset was not repaired and was delivered to me erroneously. He assured me that he would get the same repaired and give me a confirmatory call.

Though my initial problem regarding poor audio quality was resolved, I realised there was a new problem i.e. the calls from my phone to any other instruments had a disturbing knocking sound all through the call.

After repeated calls, I finally collected my handset on 01Dec09. I was informed that in case I have any problem with my handset I should revert within seven working days. Sameer even told me that he had to change five mics to get my phone rectified.

After 01Dec09, also I realised that the same problem regarding knocking sound persisted.When I called up Sameer, he told me if I wanted to send the handset to the Nokia Care Centre, I must do so within seven days.

I did not return to the Princess Street Nokia Care Centre as it was too time consuming and proving to be a costly affair to visit the Centre from my place of work and their timings.

Meanwhile on 01Dec09, I changed my handset panel from a Nokia Priority Showroom at Fountain, Opposite Bombay House for Rs. 2700. The salesman who changed the panel enquired if I had got my cell repaired. When I answered in the positive, he told me the work that was done was very bad and he was skeptical whilst changing the panel as he was afraid that I might blame him if I found any problem with my handset due to the shoddy way of the repair having been done on the phone.

On 24Dec09, I finally decided to visit the Nokia Care Centre at Chembur, near ICICI Bank. I spoke to Sandeep and he told me he would not be in a position to repair the handset since I had got the same done at another Centre. He told me the job done on the phone was quite bad. He spoke to Sameer from Nokia Care, Princess Street and told him that my probkem persisted and was not rectified. Hemant, the branch manager of Nokia Care also spoke with Sameer. I was told that the handset would be sent to Princess Street, Nokia Care and they would try to repair the handset.

After repeated follow ups, I finally got my hand set on 06Jan10. Job Sheet No. 091223/42 from Wasim. I want not even given a copy of the job sheet which I had originally submitted and duly signed.

The phone continues to have the knocking sound whilst I call people.

I today called the Nokia Care Centre at Bangalore and spoke with Adal (not sure of the name), who told me my handset was now not under the repair warranty period and hence to do any service to the phone, I would have to pay again!.

I am thoroughly disgusted. To summarise:

1) The quality of people doing repair service at Nokia Care (they do not look like qualified professionals)
2) Misrepresentation about the repair warranty period. I was not aware I could return my phone within 30 days instead of seven days as informed to me.
3) Shoddy job done inside my phone (costly phone)
4) Even the panel has not been fit properly (incapable of doing a simple thing as this)
5) Money paid withount proper service.

I would like to get justice for the time, money and effort spent on trying to fix my handset!