[Resolved]  Nokia Care, Gulati Communications / Nokia E72 — Complaint Against Nokia Care(CP) For Mishandling My Phone

Address:

Central Delhi, Delhi

Dear Sir/ Madam,
This is with regards to my complaint against Nokia Care, Gulati Communications, F-12, Bhagat Singh Market (Near Gole Market), Connaught Place, New Delhi-110001. My nokia handset E-72, ESN/ IMEI No.- [protected], Product Code- 0591952 was submitted at the aforesaid Nokia Care on 31st August 2011 (Job Sheet No.[protected]/110831/2) as it went off while updating software (I was updating the software). After thorough investigation, during the time of submission of the handset, I was told by Mr. Harish (the person who spoke to me at the time of submission of aforesaid handset) that the IC of the device has to be replaced and for that, device has to be sent to the company for repairs as they can’t do it at their centre. I was given the delivery date of 8th September 2011. On 8th September when I went to collect my handset I was told that due to some system issue the device could not be completed / rectified with the repairs and it is with the company’s centre, so the delivery will be on 13th September 2011. On 13th again when I called Mr. Harish I was told that the device has not been received by them (dealer – Nokia Care) from the company (Nokia) and by 1 PM they will receive it and after that they will check the quality of the phone, then only they can make the delivery to me at my place. Since 8th September they neither delivered my handset nor did they inform me about the status of device. I never received any update from them whole day. Even I called them several times but they did not bother to receive my calls, so I logged a formal complaint against them with the nokia customer service with complaint ID: 1-[protected] in the evening on 13th September. On 14th September, I received a call from Mr. Aditya (from nokia costumer care services) that the device has some hardware issue and the device is non repairable.
I would like to bring following points to your notice:
 That I went to Nokia Care Centre near Shadipur Metro Station, and after verification they told that its IC was damaged. I wanted to be assured about the repair so I went to Nokia Care, Gulati Communications, F-12, Bhagat Singh Market (Near Gole Market), Connaught Place, New Delhi-110001.
 That I was told by the Executive of Gulati Communications after thorough investigation by their technical experts that only IC was damaged and it was very much repairable. I was assured of the repairs and an estimate was also given to me of 2500/- as the phone was out of warranty. So I deposited the handset at their centre on utmost good faith.
 That they said since they had to send it to company (Nokia) for repair so they will be able to deliver it only after seven days i.e. on 8th September.
 That I made several calls to enquire about the device but most of the time either they ignored my calls or gave falls information about the status of the device and finally told me that I will my handset delivered at 13th September in working condition. When I tried to contact them over phone on 13th, they first ignored the call, then finally told that it’s coming from company (Nokia) at 1o’clock in afternoon same day. I waited till 4o’clock, then I tried a lot to contact them but they did not receive my call and till date they did not inform me about device. This can be verified by call records.
 After being tired of their irresponsible behavior, I have formally lodged a complaint about the condition to Nokia Costumer Care Services at[protected] and received the complain ID (1-[protected]) in the evening (around 6pm) of 13th September.
 That when on 14th September, I spoke to Kamal in customer care at nokia he told me that device was never sent to the company it was with the aforesaid nokia care at i.e. Gulati Communications, F-12, Bhagat Singh Market (Near Gole Market), Connaught Place, New Delhi-110001 only. This was shocking as I was continuously told by concerned Nokia Care that my handset was sent to Company workshop for repairing.
 That their unprofessional behavior and lies after lies strongly suggest that damages were done by their side and handset became none repairable.
 That it is an expensive device which was bought by me on hard earned money and due to their negligence I lost it plus I went through agony, trying to know the status of handset. Due to their irresponsible behavior I lost so much working hours, which is a source of my family income.
Kindly look into the matter as this is a breach o[censored]tmost good faith between the customer and the company. I was given false information and I was not told about the status of the repairs even after my several calls made to the nokia care center. I request you to please take a strong action against the aforesaid organization and compensate me accordingly.
Thank you.

Regards
Pankaj Kumar Roy([protected])
T-506/E Baljeet Nagar,
New Delhi-110008