[Resolved]  Nokia Customer Care — Misguidance, MisBehaviour, Unprofessional attitude by Nokia Personnel

Address:

Chandigarh, Chandigarh

Dear Sir/Madam

I went to Nokia's CustomerCare centre located at Quiet office number 07, Opp. Khukrain Bhawan, Sector 35-A, Chandigarh on 20th May, 2011 with the
problem that the head phones were not inserting in my Nokia E63 handset (under warranty). I was attended by Miss Anu and when i told this problem to her, to my surprise she was
asking me where exactly the headphone's pin get inserted. Then she called one of her Technical assistant Mr Virender and told him the problem to which Mr Virender
responsed by declaring it a physical damage without even touching or examining the handset. When i told him that there was nothing happened which can make
a physical damage to which he responded by saying that he better knows about the nature of problem. Mean time Miss Anu tried to insert the headphones by which
a headset logo got appeared to which Mr Virender said look because of this logo outgoing and incoming voice is also not there even on handset mode. I told him
i was using this handset on normal mode from the last 8 months and was working fine, to which Mr Virender responded in a loud voice that we have not done anything.
I was in utter shock. I requested him and asked him to solve the problem to which he said"if he will open the handset, it can even get a permanent damage or
some of its shockets (some technical word) can get damage." I was really in the state of shock after listing his these words. I thought he didnt knew what he was saying or might be he
was not menatlly fit to attend the customers. Anyways on repeated request he opened the handset and found a very tiny rubber particle on the insertion hole of the
handset. Once he removed that rubber particle, handset started working fine to which he earlier declared a physical damage and was claiming that the handset
can get a permament damage if he opens it. (Might be he was not confident enough on his technical skills).

I went there with the thought to avail the one year extended warranty but after this incident, i droped the idea for the same. I always blindly trusted
Nokia but this incident has forced me now to think twice. Such kind of incidents not only shattered the customer's trust but also spoils the brand image.
Very strange that how a Brand like Nokia is affording such a team of highy un professionals who declares the physical damage soo confidently without even
examining the nature of problem.

Apart from this the behaviour of the Nokia professional (Mr Virender) was quite unbearable. Hence i request you to kindly look in to the matter personally
and make sure that such incidents should not get occur in future with any of your valuable customer as your custopmers are your marketing executives.
I further request you to kindly mail me on the mail id if any further details required.

Sir, i have kept that tiny rubber particle with me to prove the authenticity of the above narrated incident.

Details of the handset are as follows:

1.) ESN/IMEI Number : [protected]
2.) Product code: 0592129
3.) Model Name: E63
4.) Warranty Ref Number: GLBINY[protected]
5.) JOB SHEET NUMBER :[protected]/110520/31

Regards

Saurabh Gupta
([protected]@gmail.com)