[Resolved]  Nokia - E71 — Poor Customer care/service

Address:

Karnataka

To NOKIA CARE,

I bought NOKIA-E71 in Bangalore on 19 April 2010. In less than a month one of the keys developed a depression and gradual usage aggravated a visible crack. Emails, call to helpline all just brushed me off and asked me to visit Care center. Visitied and got to listen a crap verbatim "Keypad/Panel are cosmetic parts and not covered in Warranty offered." I showed them the book and section "Parts not covered" and which did not mention word keypad or cosmetic. To which they were adamant of paying cost for keypad replacement although technical team could not determine any sign of physical damage on the set.

I ran through series of email complaints and after long struggle the person from email support was not only adamant of not sharing the metrics to determine how can single key crack can be physical damage nor the escalation matrix. They were rude to say customer is culprit and they stand by the technical team as they have strict guidelines to provide support for circuit of the phone not any other part.

I need answer if keypad/display/panel is not covered then why is it supplied just give the circuit and above all why these words are missing from website/support site/the warranty book supplied. I am late in posting this but I am sure many suffered customers must have bow down to this unreasonable support from NOKIA and till now must have paid them extra bucks or must have resorted to pirate panel/keypads

Ish Kapoor