[Resolved]  Nokia E51 — Long delay of Warranty processing

nokia e 51 — Nokia care destroyed the handset

The Care Manager, November 3, 2009
Nokia India Pvt. Ltd.
Gurgaon, India.


Sub : E51 set is not working even after visiting Nokia Care for 2 times

Respected Sir,

This is to bring to your notice that my E51 set, IMEI no. was taken to Nokia Care (Ayan Infotech, a franchise in south Kolkata) with the problem – Vibtrator not working on 5th October 2009. The service advisor inspected and received the phone and produced me a ‘Job Sheet’. The expected time of delivery was 3 days and charges would be around 300 + tax, however may be more but not abnormally high as communicated by the service advisor and it was clearly mentioned to me that the phone is OUT OF WARRANTY. After 3 days, I called up to enquire that if the set has been repaired and whether I could take delivery of the set (because at the time of accepting the phone, the service advisor was very confident of the 3 days TAT) but to my surprise I was informed that the set had to sent to the Head Office for repair as it had developed some mother board/PCB problem and expected TAT would be nothing less than another 20 days. I was totally furious and called up the customer service helpline to register this anomaly and to my surprise they would only tell me the same story that it would really take around 20 days to get it repaired.
I wrote to Nokia care via email and I received the weirdest answers in my life.
Please have a look at the excerpt of the mail: “Further, as per the updates from the service team we like to inform you that your handset is under the process of being serviced and it expected to be complete by 26th March, 2009. Hence, we request you to visit the Nokia Care Centre on the mentioned date in order to substantiate the delivery of the handset.

Your case reference number is 1-[protected].”

However, I received a sms that my phone has been repaired, I can take the delivery of it by paying Rs. 950. On 21st October 2009, my father took the delivery of the set and he was informed that the memory chip should not be inserted inside the set till 24 hours and should be scanned properly.
That very evening after returing from office, I did exactly as being instructed and tried to restore only the back-up that I have taken. The phone restarted after the restore as normal but came up with this error message “Start-up failed, contact retailer”. After searching the Nokia site, I finally visited the Corporate office at ‘Millennium City’, Saltlake on 23rd October 2009 and spoke to Ms Rangana. She assured me that the set would be fine as it just a software glitch and requested me to take the set once more to the same Nokia care center. I was given Arnab Das’s (Proprietor, Ayan Infotech) contact no. and ask to visit again. On informing her that the charge of Rs. 950 for just repairing a vibrator problem was a little to exorbitant, she asked me to carry the bill also for some rectification.
The next day, 24th October 2009, my brother took the phone directly to Mr. Arnab Das as instructed. The phone was fully formatted and returned back. They insisted that the back-up file be carried to them via an external storage device and they would attempt a partial restore (only contacts) to get my phone running. I could not get the path where it was stored and hence I communicated the same to Mr. Das that it would not be possible to export the back-up file to them. After that again I did a partial restore myself and the same thing happened “Start-up failed, contact retailer”. Along with this, the Nokia Care returned the entire Rs. 950 by saying that the phone is UNDER WARRANTY. They retained the ‘Job Sheet’ as well while refunding the money. Somehow later I was able to get photocopies of the ‘Job Sheet’ by telling them that I would require some document for the service/repairing done.
I visited your Corporate Office again on 27th October 2009 and spoke to Ms Ranagana. She was also very surprised that how could the entire money was refunded under the pretext that the phone is ‘Under Warranty’ where the purchase bill indicates date of purchase as 06/01/2008 and also when the set was received by Nokia Care in the very first instance they declared it crystal clear that the phone was out of warranty. Now this is very fishy to me. Ms Rangana from your Corporate office also offered a very cold shoulder to my problem and insisted to carry the back-up file to the Nokia Care again. I made it very clear that I am not going to visit that Nokia Care again and would like to have my phone replaced as it was fault of Nokia care (Authorized service center).
I hope that I was able to clarify my entire incident very clearly.
Now the fact remains that this would be my last correspondence with Nokia before I approach the ‘Consumer Court’ for redressal. I am attaching all the required photocopies of the documents to substantiate my incident.
I am pretty sure that the Nokia Care have some how destroyed my phone or have replaced some parts of it by fraud and that is the reason the back-up could not be restored. They even wanted to erase out the evidence that the phone was ever service at the Nokia Care by refunding the entire money and taking back the ‘Job Sheet’ and leaving no documents with me.

I would like to repeat myself once again that I would not visit that Nokia Care again and under no circumstance would use that phone ever. I WANT MY PNONE REPLACED as it was the fault of Nokia that my phone is not working at all. A small vibrator problem should not have let things this worse.

If I do not receive any communication within next 7 (seven) business days, I would be compelled to approach the ‘Consumer Forum’ for redressal.

Thanking you.


Yours sincerely,




Bhaskar Chandra.
+91-[protected].

nokia e 51 — Nokia Care Center

I bought a Nokia E 51 on 25 June 2008 from The Mobile Store in Sahara Ganj Lucknow. Receipt number was UP/01335/00001/1434. Within a month following buttons stopped working:
Menu/option, phone pick, and digit 1. I sent it to Nokia Care Center in Dehradun for repairs. They kept the handset for almost a month, and returned it saying it was repaired. Again after a month or two the same problem, again I sent it to Nokia Care Centre Dehradun. Again 15 days and an assurance that it has been repaired and the same problem. I sent it to Nokia Care Centre Lucknow, they kept it for more than a 15 days and then with a promise that it has been repaired gave it back. Again the same problem. All this happened when the handset was in warranty period and they never told me what the problem was.
I forgot about the handset and kept it away. On August 3 2010 I took it back to Nokia Care Center Lucknow. They said they will see what the problem was. I called up their customer care centre and they asked for details that I sent them immediately. After around 10 days they called and told me that the handset had some problem with its board, it was bent perhaps. Then today they called me and told to collect handset and it was irrepairable. And since the warranty was over nothing can be done. Now they are talking about warranty when it is over and telling me the real problem of the handset.
They have cheated me, and God only knows how many others, this way.
I want this forum to raise my voice against a giant organization.