[Resolved]  Nokia E - 72 — Bad Quality - Sales and Service

Address:

East Delhi, Delhi

Bought a Nokia E-72 handset, you can find number of complaints against this handset on this site. Moreover its a poor service afterwards. My phone went dead on 14th night which i bought on 12th and till date, there is nothing. You keep calling Nokia care line, or Ms Tarandeep or anyone in Nokia, there is no reply from anyone. Last option would be consumer protection court.

If anyone like to join me in the same, lets do it and send me a mail at [protected]@yahoo.com
Mail chain shows all the communication with Nokia care ( all over the organization)


From: contactcentre.[protected]@nokia.com [mailto:contactcentre.[protected]@nokia.com]
Sent: Sunday, August 29, 2010 3:42 PM
To: Sanjeev Kumar Gupta, HCL-Industry Solutions
Subject: Nokia - Sanjeev Gupta - E72 Service Provision

Dear Mr. Gupta,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to the service provision of Nokia E72. We regret that you have been put through this inconvenience due to the service provision of your mobile phone.

We acknowledge having received your e-mail and have recorded the same for future course of action. We wish to state that the matter will be given our prompt attention. We will co-ordinate with our Head Office to do the necessary fact findings and revert to you. Please be assured that you will be contacted by our care centre at the earliest.

Your case reference number is 1-[protected].

We seek your patience and further solicit your co-operation.

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/asknokia

To ensure proper handling, please continue to use the current subject line.


Kind regards,

Biplav Sarangi
Nokia Care
[THREAD ID:1-54592QT]

-----Original Message-----
From: [protected]@hcl.com
Sent: 29/08/2010 12:40:06 AM
To: "contactcentre.[protected]@nokia.com" <contactcentre.[protected]@nokia.com>
Cc: "[protected]@nokiacareindia.com" <[protected]@nokiacareindia.com>
Subject: RE: Nokia - Sanjeev Gupta - E72 Service Provision

Thanks for assisting me the best possible way. The jod sheet number is correct and rightly updated. The Nokia Care Micronas Noida can be reached at[protected] or at [protected] or at [protected]@nokiacareindia.com. In fact the status can also be pulled by visiting your site http://www.namscareonline.com/. I checked it just now. JobSheet Status Enquiry JobSheet Number * JobSheet Details Customer Name mr Job Sheet Status Closed - Sent to L3 Job Sheet No[protected]/100816/51 Date 16/Aug/2010 ASC Name Micronas Telecom Once again you are confirming with the same message as "You may kindly note that when the service centre decides to swap a phone, it is subject to the availability of stocks. Kindly be informed that a swap phone (working unit) is arranged from a service stock and not from the sales stock." As i am not been able to get any positive answer so far, i request to please send me my original set back. It is been really disappointing so far. Thank you. Regards Sanjeev [protected] From: contactcentre.[protected]@nokia.com [contactcentre.[protected]@nokia.com] Sent: Saturday, August 28, 2010 1:29 PM To: Sanjeev Kumar Gupta, HCL-Industry Solutions Subject: Nokia - Sanjeev Gupta - E72 Service Provision Dear Mr. Gupta, Thank you for e-mailing Nokia Care. This e-mail is in reference to the service provision of Nokia E72. We regret that you have been put through this inconvenience due to the service provision of your mobile phone. You may kindly note that when the service centre decides to swap a phone, it is subject to the availability of stocks. Kindly be informed that a swap phone (working unit) is arranged from a service stock and not from the sales stock. Further, as per your e-mail communication, we are unable to comprehend if you have resubmitted the phone at the Nokia Care Centre or it is with you. Hence, we request you to confirm if the handset is at the Nokia Care Centre or with you. If your phone is at the Nokia Care Centre, we request you to confirm if you have re-submitted the phone under same job sheet number[protected]/100816/51). However, if you have been provided with a new job sheet number, kindly revert with the same so that we an assist you in the best possible way. However, if the handset is with you, we request you to submit the handset and revert with the details mentioned in our previous e-mail. We seek 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/asknokia To ensure proper handling, please continue to use the current subject line. Kind regards, Saraswathi Nokia Care Disclaimer: This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company. The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice. [THREAD ID:1-54592QT] -----Original Message----- From: [protected]@hcl.com Sent: 27/08/2010 01:43:16 PM To: "contactcentre.[protected]@nokia.com" Cc: "[protected]@nokiacareindia.com" Subject: RE: Nokia - Sanjeev Gupta - E72 Service Quality Location and complete address of the Nokia Care Centre (where your handset is submitted) : Micronas Telecom C-4 Sector 2 Noida IMEI/Serial Number of the phone : [protected] Latest Job slip/repair number :[protected]/100816/51 Place of purchase and date (complete address of the dealer) : Nokia Tele Junction, C-2, Sai Chowk, Madhur Vihar, Patparganj, Delhi -92 Purchase Date : 12-Aug-2010 9:30 PM Date when the phone was submitted : 16-Aug-2010 12 Noon. Your alternate contact number : [protected] Nature of concern of the phone : Phone was dead and could not switch on. (Phone went dead on 14th night, 15th August being a national holiday, it was submitted on 16th morning) (Replacement came but it was black in color and had lot of scratches on screen, looked like a 6 months old phone) Requesting for a new phone or a phone that is 2-3 days old (white body). Regards, Sanjeev From: contactcentre.[protected]@nokia.com [contactcentre.[protected]@nokia.com] Sent: Friday, August 27, 2010 10:47 AM To: Sanjeev Kumar Gupta, HCL-Industry Solutions Subject: Nokia - Sanjeev Gupta - E72 Service Quality Dear Mr. Gupta, Thank you for e-mailing Nokia Care. This e-mail is in reference to service of your Nokia E72. We understand your displeasure over the delay in the service provision of your phone and regret the inconvenience caused. Please be assured that the matter would be looked into on a priority basis. To look into your concern further and assist you in the best possible way, we require your handset to be present at the Nokia Care Centre. We request you to submit your handset and revert with the below mentioned details: Location and complete address of the Nokia Care Centre (where your handset is submitted) IMEI/Serial Number of the phone Latest Job slip/repair number Place of purchase and date (complete address of the dealer) Date when the phone was submitted Your alternate contact number Nature of concern of the phone The above mentioned details are vital and will help us assist you further. Before submitting your phone at the Nokia Care Centre, you may kindly take a backup of the phone contacts data to the SIM card. If the phone supports memory card, take a back up of contacts, messages, images, clips etc. on to the memory card or on to the PC. Back up can be taken, provided the phone is in “ Power ON” condition. The technicians at the Nokia Care Centre and Nokia India would not be responsible for the loss of data during the repair process. We recommend you take along the proof of purchase/receipt while visiting the Nokia Care Centre. Your phone would be repaired under warranty if it meets all the warranty guidelines. For location of a Nokia Care Centre nearest to you, kindly access the following web link: www.nokia.co.in/carecenters Furthermore, if you face concern, we request you to call our care line from the Nokia Care Centre in order for us to coordinate with the technicians. In order to call our Nokia Care Line we suggest you to kindly prefix the STD code of the city from which you are calling to 30303838, if you are dialing from your mobile phone. If you are dialing from a landline number, you may directly dial the number. Please note, local call charges would apply. 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/asknokia To ensure proper handling, please continue to use the current subject line. Kind regards, Prashanth MM Nokia Care Disclaimer: This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company. The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice. [THREAD ID:1-54592QT] -----Original Message----- From: [protected]@hcl.com Sent: 26/08/2010 11:29:14 AM To: "[protected]@nokiacareindia.com" ; "contactcentre.[protected]@nokia.com" Subject: RE: Nokia - Sanjeev Gupta - E72 Service Provision Hi Nokia care center (Ms. Sunitha) and Customer care(Ms. Nancy), So if I am right in understanding, - a phone which is hardly two days old can be replaced with a phone which is 6 months old having lot of body scratches and scratches on screen as well. - It may also mean that if a customer buys a new phone and Nokia purposely put a defective phone in the new box, customer has no choice except to look for a replacement from the serviced sets that may be 6 months, year or more than year old. - All of you agree that phone did have quality problems and hence replacement is advised already. You mentioned that Nokia care center has the authority to decide which phone to provide, however on the other hand when I contacted Nokia care center, they mentioned that it needs to be replaced by the factory. As I requested, if you decide not to provide me a phone which is no more than 2 days old, please send my handset back to me. The phone was handed over on 16th August 26, 2010 and yesterday again I came to know it will take again a 10 days period. (Proof can be submitted as when the phone was bought and Nokia can approach the Nokia shop where the phone was bought). I have been waiting patiently and giving lot of time for Nokia to take a decision here for a right replacement, however if you are deciding to provide me an old handset which is more than 2 days old, I am not willing to accept it and request you for replacement of funds. I also have just confirmed from your care help line that I am not obliged to pick up any handset if I am not satisfied with it. Once again, I request you to confirm back with your plans. I once again hope that I don’t need to reach anywhere further in order to get this replacement. If you really decide to replace with a handset that is more than 2 days old, request you to please send my old handset back itself presuming that there is no further action Nokia can take. You may consider this as threatening and may not care but I have left no other choice except to start copying my mails to all leading newspapers and CNBC before approaching Consumer Protection court. Regards, Sanjeev From: contactcentre.[protected]@nokia.com [mailto:contactcentre.[protected]@nokia.com] Sent: Thursday, August 26, 2010 11:02 AM To: Sanjeev Kumar Gupta, HCL-Industry Solutions Subject: Nokia - Sanjeev Gupta - E72 Service Provision Dear Mr. Gupta, Thank you for e-mailing Nokia Care. This e-mail is in reference to the service provision of Nokia E72. We understand your displeasure and we sincerely regret the inconvenience caused due to the service provision of the phone. You may kindly note that the Nokia Care Centre may decide to swap your handset with another phone model after analyzing the service history of the phone and also considering the availability of the relevant stocks. Kindly be informed that a swap phone (working unit) is arranged from a service stock and not from the sales stock. This phone undergoes comprehensive quality assessment in order to ensure the optimal performance of your phone. In case you are facing a concern with the post service appearance of the phone, we suggest you to contact the Nokia Care Center manager for further assistance in this regards. Further, if you face any concern in servicing your phone we request you to kindly contact the Nokia Careline while you are present at the Nokia Care Centre. Our executive will assist you in the best possible way. In order to call our Nokia Careline we suggest you to kindly prefix the STD code of the city from which you are calling to 30303838, if you are dialing from your mobile phone. If you are dialing from a landline number, you may directly dial the number. However, if he is dialing from a BSNL/MTNL landline, the customer has to prefix the STD code 080 before calling 30303838. This procedure is not applicable for Airtel/Reliance landline users. Please note, local call charges would apply. 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/asknokia To ensure proper handling, please continue to use the current subject line. Kind regards, Nancy. J Nokia Care [http://nds1.nokia.com/files/support/global/phones/software/Ovi_banner_backup_green.jpg] Disclaimer: This mail and its contents are only disclosed to the recipient to whom this document is addressed and is pursuant to a relationship of confidentiality. This document constitutes confidential information and contains proprietary information belonging to Nokia. The confidential information is to be used by the recipient only for the purpose for which this document is supplied. The recipient must obtain Nokia written consent before the recipient or any other person acting on its behalf, communicates any information on the contents or subject matter of this document or part thereof to any third party. The third party to whom the communication is made includes an individual, firm or company or an employee or employees of such a firm or company. The recipient, by its receipt of this document, acknowledges that this document is confidential information and contains proprietary information belonging to Nokia and further acknowledges its obligation to comply with the provisions of this notice. [THREAD ID:1-54592QT] -----Original Message----- From: [protected]@hcl.com Sent: 25/08/2010 12:56:51 PM To: "contactcentre.[protected]@nokia.com" Cc: "[protected]@nokiacareindia.com" Subject: RE: Nokia - Sanjeev Gupta - E72 Phone Functionality Dear Fathima, I visited Nokia care center (Micronas Noida) today after they confirmed back to me that handset has been replaced. The following discrepancies were found and I have requested Nokia care to resend back to the factory for a new replacement 1. Instead of white color body, the set came back with a black panel. 2. The screen of the set clearly telling me that the black handset was about as old as when it was launched. While the handset I handed over for repair was merely 2 days old. I am sure if you hand over that set to any customer who is buying a new phone, will immediately tell you the difference. If you really believe the value of the customer and would like to give me a replacement, request you to send a new handset. I will be more than satisfied if you provide me the packed box itself. I can return all the other items came along with my handset as they are still in brand new condition. I am cc’ing this mail to Micronas Noida (Tried reaching them before the call) for ensuring that they inform my concerns correctly to you. If you are willing to replace my handset with an old handset, I suggest send my handset back so that I will be able to decide the next action. I am sure Nokia occupying such a widespread market, they will understand my pain point better and should be able to provide me a new handset free of defects. Please reply back ASAP so that I will know the plans Nokia will have for addressing my concerns. Thanks a lot. Regards Sanjeev Gupta [protected] From: contactcentre.[protected]@nokia.com [mailto:contactcen...