Nokia E66 — Unsatisfied with Service of Nokia

Dear Sir

I, Lalit Kumar one of the victim of Nokia Support. I have purchased Nokia E Series Mobile Phone with this assumption that Nokia is a brand which speaks for Quality and Excellent Support but I was wrong and did a blunder by purchasing too expensive mobile set and in turn I got 3rd class service. I kept my mobile set at Nokia Care – Mobile Super Market, Model Town Ludhiana around 2 Months and till now I am not getting any resolution. They have prepared job sheet three times in order to avoid hitting of their parameters or KRA and gave this assurance that the set will be repaired with in next 15 days. My first Job Sheet was created on 31 Aug 2009 with Job Sheet Number –[protected]/090831/64. The problem was with Ringer Tone and Bad Image with Camera. But surprisingly, I didn’t got any communication from Nokia Support for more than Month so I approached to Nokia Care but I got shock when they said that Set is still not repaired and when I met to Technical Head – Mr Mani Sharma – [protected] he assured that he will get this set repaired or replaced with in next 12 days and created new job sheet but unfortunately when I visited the Nokia Care again on 21 Oct 09 I found the set with same fault even the condition of set was pathetic, It was consisted of lot of scratches which was not when I submitted the set first time. By looking that case beyond his scope Mr Mani Sharma forwarded me to Mr Surinder Sharma – Head Nokia Mobile Super Market – [protected]. But the height of disappointment came to me when Mr Surinder Said that we have forwarded the set 2 times to HO and since we are not getting any resolution, so the repair of the set is beyond our scope and when I demanded to get this set replace if can’t repaired as committed Mr Surinder shouted on me and said this store is not opened for replacement, so you go to Nokia Customer care and do what ever you like to do. We are not bothered whether you go to Consumer Court or Nokia Head as we forwarded to HO so we are least bothered about the outcome and we are not meant to serve only you in Ludhiana. According to him a spot in the camera is not a fault and can be compromised but I want to know if I have purchased a set of 22,000/- is I am not liable to get 100% efficiency of Set atleast for 1 Year. The day 31 Aug when I submitted the set at Nokia Care it was in Warranty but by keeping this set for 2 Month in Service Centre it is now out of Warranty and as per Mr Surinder that is not his fault and he is not concern about the replacement or repair of the set as now its not in warranty. He shouted on me and ordered me to leave his store and forcefully his employee pulls me out of store. I want to ask is getting a service for one year is not my right? And is this a way to entertain a customer in your Company? You being a big corporate giant treating consumers as beggars who are begging in front of you to get service for one year. I think you are doing this as you have monopoly of your brand. But I can assure you one that even bad customer can make a real hit in your performance. I am also working as Sr Marketing Manager is one of the Leading Corporate of Asia and I too know number of ways to increase/decrease the sale performance. I commit it that the pain and mental harassment I got, along with the humiliation I got it from Mobile Super Market will not be forgivable. I will wait for the resolution for next 6 Working days and after that before going to Consumer Court I will personally put photo copy of job sheets along with a copy of dissatisfaction letter with my contact details to all the Mobile Service Centre of all possible brand and will try to populate the same issue using all possible email addresses and Blogs in order to show the actual picture of Nokia to the entire consumers.

The detail as follows for your information

Nokia Care – Mobile Super Market, Model Town Ludhiana
ESN / IMEI Number – [protected]
Product Code – 0558510
Model Name – E66-1
Name :- Lalit Kumar Taneja
Address – 21 D Rajguru Nagar, Ludhiana
Phone Number – [protected]
First Job Sheet On – 31 Aug 09, Resolution – Not Repaired, Job Sheet No –[protected]/090831/64
Second Job Sheet On – 06 Oct 09, Resolution – Not Repaired, Job Sheet No –[protected]/091006/27
Third Job Sheet On – 21 Oct 09, Resolution – Set with Nokia Care, Job Sheet No –[protected]/091021/76