[Resolved]  Nokia — Customer Service

The customer service department at Nokia has got to be the worse department I’ve dealt with in the 35 years I’ve been doing business with different companies. I didn’t realize that they don’t believe in great customer service. After being told, “Well why did you order with us in the first place, ” my thoughts about Nokia went downhill. I can’t believe that another quote was, “It’s only one phone, we will survive without this order if you cancel.

When did customer service not be a priority with Nokia. I’ve had Nokia phones for many years and never had a problem with the technology and was really looking forward to getting my Nokia E71. The customer service department and ordering website promised me a product and almost three weeks later, nothing. I’m paying a lot of money for the E71 and they can’t satisfy the customer. With the above comments, I will never do business with Nokia again.

Nokia E71 — Horrifying customer service

To,
The Service Head
Nokia Care India

Sir,
I would like to bring to your attention the horrifying experience I had at Nokia Care.I had given my E71 for repair & Nokia Care promised me that I will receive the handset by May 5th. After multiple followups, I receive my handset on May 15th & to my utter shock the screen had multiple scratches. Nokia Care employees acknowledged the same but said that they can't help. They even refused to give the phone number of area service manager from Nokia.
I am feeling very helpless & cheated. Request you to please intervene & get my panel replaced.

Thanks,
Varun

To,
The Manager
Customer Care
Nokia

Sir,
I would like to bring some problems regarding NOKIA E 71. I am downloading themes and anti-virus but it is not supported by the phone. Is it neccesary to load some software to suppport these. If no anti-virus is loaded, is there any problem. And another proble is that, how to use front side camera which is just located above the display screen.

So, I request you to clarify these problems.
My alternative e-mail ID: sanatan.[protected]@yahoo.in

Thanks,
Sanatan

I am a sole user of Nokia phone.but I am fed up with it.Because of it's service centre. They don't know how to approach toa customer. if the set is within warranty period they dont pay attention, they will gain nothing from it. If it is out of warranty they will charge you as much as they can.Jalaram telecom in Baruipur is the service centre i am talking about.

Spent over an hour trying to register my phone on their 191 line after their web system failed to register, On the phone for over an hour then they cut me off, What sort of services is this

Hello all,

Its really shameful for Nokia customer care people that they are providing the worst service in the mobile industry.
They even dont knwo how to behave with the customers.

I had given my 5235 set for service(even the quality is so bad that within 3 months you have to visit the customer care office).
When I got my handset back it was witjout Stylus. when I asked for it they told that I didnt provided the Stylus for the set. I asked just to have look in the drawer the manager over there came and he started blamming me.

See how these Nokia care people are irresponsible.

Hi,

Sorry to hear about your experience. Please write to us on [protected]@ovi.com and provide us with the following details

1. Contact Number
2. Your Location
3. Device IMEI number.

We will have someone from the team connect with you. Please mention your name on subject and add your contact in the email.

Do include the complaint link in order to speed up the process.

Regards,
Team Nokia India.

Locating a Nokia Care Centre (NCC) is very Easy !
SMS “NCC<space><City Name>” & send it to 55555, within few seconds you will receive the list of NCCs in that city.

I am also having the same problem. How do I get id of that.
It really sucks :(

I purchased Nokia Lumia 820 for over Rs 23000 just trusting Nokia brand but so far this is worst kind of experience and I would never ever suggest anyone for go for Lumia or even Nokia.

Complaint: Whenever I receive or call anyone I get complaint that my voice is very low and this problem happen randomly but most of the time.

Steps followed to get the Issue fixed:

1) 08-Jul-2013 - Submitted mobile NCC and Software was re-installed and phone was returned as claimed to be fixed
2) 10-Aug-2013 - Booked an online appointment number but NCC center was closed.
3) 17-Aug-2013 - Submitted mobile again
4) 17-Aug-2013 – Raised an online complaint 1-[protected] with preferred contact as email. I was told that I will get call from backend technical team.
5) 22-Aug-2013 - Got a call to collect phone on 22nd Aug and it failed testing on first call itself. On complaining it was told that mobile will be replaced.
6) Sent multiple reminder to Nokia Care Center (Micronas, Noida). No reply on multiple follow ups.
7) 25-Aug-2013 – Escalated case by calling Nokia helpdesk complaint # 1-[protected]
8) 26-Aug-2013 - Feedback call from Nokia regarding NCC complaint but they didn’t know about replacement as they said technical team will look into and call me.
9) 29-Aug-2013 – contacted NCC again as I still didn’t received call back from back end team about my phone replacement. Whole day servers were down (checked morning and evening) and they can’t help me and Store manager refused to call back and suggested to dial next day again.
10) 30-Aug-2013 – Inspite of several complaints, escalation, follow up on call, chat my complaint was not heard and phone was repaired and sent which I came to know during chat. On stressing too much during Chat with Farman (Manager) finally I was connected to Kalpana to update on my complaint and she noted another escalation but no commitment on call back or timeframe.
11) 04-Sep-2013 – Chat with Tanuj for an hours but no update provided and not even connected to Supervisor Farman even after waiting for 20+ minutes. Manoj called and confirmed that I will get a call within 24 hrs (before 11 am 9/5).
12) 05-Sep-2013 –(1:20 p.m) - Called Nokia Care again as no call received even after commitment of 24 hours and customer care agent again asked to wait. On request she connected to Rajbir (Store Supervisor) who told me that he can’t provide an update due to technical issues (please note). I asked him to connect to his manager and after waiting for few minutes I was connect to Jai (Assistant Manager) and surprisingly he was able to check status of my ticket inspite of technical issues repoted by Rajbir and also confirmed that update on escalation 1-[protected] is already available and mobile won’t be replaced. This was not even informed to me after so may follow ups and on asking if this is final verdict and can I go to consumer forum that no replacement will be given. Jai asked me to wait for 48 hours for call back and he will try to check personally with back end team.


There is no customer service like hardly any testing being performed at Nokia Care or device failing on first test call itself, center closed on valid appointment, defective pieces are being sold even after Nokia knows about it (link of nokia site provided below) and there discussion forum clearly tells the story, Nokia helpline or chat lies and always try to tell you that they can&#039;t check information due to technical issues. Moreover you can’t raise your voice to any official as no emailid or number provided and never expect any reply from their automated complaint ids.

Same issue reported by so many user on Nokia discussion forum not sure how many have not reported on nokia discussion forum:
http://discussions.nokia.com/t5/Nokia-Lumia/Lumia-820-Microphone-sensitivity/td-p/1634542


By this complaint I am requesting to take strict action again Nokia Care centers issue handling and no testing, why appointment were given when center closed, why nobody responds back even after complaint, no escalation process, no call back process even on escalations, why agents and their supervisor tell lie that they cant check information while their manger can check it.

FINALLY, I need my PHONE REPLACED AND COMPENSATION for the pain I have suffered due to this issue.