[Resolved]  Nokia E75 — Nokia is cheating Consumers

Address:

Mumbai City, Maharashtra

I have a Nokia E75 which i have given it for repair at a nokia care center & the full story you will come to know from the communication between me & nokia.


On 16th July 2011 I had mail Nokia


Hi

I have a Nokia model E75 which had network & battery backup problem. I had submitted it to Nokia care center (Harmony Audio) at charni road on 23/05/11. When they checked the warranty on their system they said that warranty of my handset is over as per their record the executive at this center who was attending me told that I have to bring p.o.p. as my handset is not under warranty as per their online record but when earlier two three times when I had given for repair they did not ask me for the p.o.p.. Then I had to go back to the dealer where I had purchased the handset and he gave me a duplicate copy. I did not preserve the invoice because at the time of purchase dealer also told me that sir nokia has an online system where your handset warranty will be updated after your purchase. I am really wondering that how is it possible that when as per my invoice my handset was there under warranty & online it was not. So I feel that nokia is not enough responsible to update their product warranty after the sale. Then I again went back to your service center. There technician checked my phone and declared that this can not be repair here and will have to send to the head office. They said it will take around a week time to come back the handset from head office. I said OK as I thought it might be some major problem. When I asked them for a standby handset they said sir it is not available right now as it is already given to some other customer but we will surely arrange one by today evening or tomorrow. My whole business is relying on the phone because I am a freelancer. I had to buy a new phone. I immediately went to a showroom & bought a new handset worth of Rs.2,500/-. because I can not afford loss in my business just because of a nokia's faulty handset and this was not the first time when handset got the problem prior to this also three times there were problems in my handset and each time I have given handset I had to pay 300 hundred rupees to the vendor who took the backup for me because every time when I give my handset for repair I had to lost my precious data. The reason I am writing you is that I just want to bring it in nokia's knowledge that just because nokia’s faulty handset how much customer have to bear who always trust nokia and always buy nokia. My whole family is nokia user since last 6 to 7 years.

Then unfortunately very same day I had to move to my native place due to an emergency and returned on 13/07/11. I went to nokia center on 14/07/11 to collect my handset they said that sir your old phone was not repairable that is why company has swapped your phone when I saw the replaced handset it was in some different color my actual phone was in black color. There was timer of around 10 hours on swapped handset & little dent near ear piece so it was not a new handset but a refurbished one that's why at first I denied to take the handset but then finally I accepted the handset because after 1 & 1/2 hour long argument somehow center manager took me into confidence and also I still had some faith on nokia and the main reason was I did not wanted to waste more of my time, energy & money running behind this care centers. The center manager said that sir this handset is already been checked from head office & also at our end that there should not be any problem. But it is really sad to say that the handset got problem very same day. I did not checked handset at the center as I was not carrying battery with me. I went home inserted my Sim and battery and tried calling from another handset it was showing out of coverage area though the network was showing full. So again I had to go to your center while I was going by taxi to nokia center network started fluctuating & display was getting blank. When I reached to the center I showed same problem to the Mr. Anil Shirke initially he was trying to divert me saying that this could be service providers problem but then I inserted my Sim into my another handset and Mr. Anil Shirke had no word to say. Finally he was agreed to the problem. He said we again have to send this handset to head office. I don’t understand that how can a swapped handset get faulty within a few hours only. That means nokia is cheating on customers. Gives them somebody else’s repaired phone as a swap.

Now I am loosing my faith on nokia. I will not accept a refurbished handset this time either give me a box pack handset or refund my money back. I am loosing my patients now. If nokia will not satisfied my need I may take this matter up to consumer forum. Nokia has tested enough of my patients now.

Anticipating a positive & a responsible reply.

My job sheet details are as follows:

Model No. Nokia E75
Old Imei No: [protected]
New Imei No: [protected]

Old job sheet no:[protected]/110523/115 Dated: 23/05/2011
New job sheet no.[protected]/110716/22 Dated: 16/07/2011.


• Then I got this reply

Hi,

Thank you for contacting Nokia Care, we’ll do our best to help!
Our team has received your email and your service request number is 1-[protected].

Please allow us to handle the details of your case, and we’ll get back in touch with you shortly.

Nokia Care contact center service hours are 9AM to 9PM, 7 days a week.

This is an automatically generated acknowledgement. Please do not reply to this email


• There was no update from nokia since last four days so after waiting for four days I again mail them is.

Today is the fourth day since my handset is with nokia care. Please give me a clear picture that what is happening with my handset. Also provide me the email id of nokia India service head because I am not getting a proper reply from you all. I would like to escalate this case to higher authority.

• Then I got reply

Hello Prakash,

Thank you for contacting Nokia Caroline.

We understand that you have concern with your Nokia handset.


We know how important this is for you and we look forward to provide you with the necessary assistance.

We would like to inform you that your device is under observation so you need to contact same Nokia Care Center only so our technicians will assist you in better way. Kindly take the invoice along with you.


Your case ID is 1-[protected].

For further enquiries, please email us or 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. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

Thank you for choosing Nokia.

Regards,


Ankit Mathur


Nokia Caroline



[THREAD ID:1-5EA5ZOT]


I was not at all satisfied with the reply they were giving so I called nokia carline. I spoke to Mr. Dhirendhar. I gave him my service request no. which had come through mail but ridiculously he was unable to check my case history so again I had to explain him all the details. After checking all the details he said my phone is under observation. I told him that the problem was already checked by Mr. Anil Shirke so why are you wasting time by keeping it under observation. I asked him to provide me the contact details of a higher authority to escalate this case. But he did not given me rather he made me speak to his supervisor in which I was not interested. I wanted to speak to some responsible person who understands the company’s (Nokia's) position in the market. But supervisor also neither provides me the contact details of their higher authority nor given me the address of nokia head office.Doesnt customer have rights to speak to the higher authority of company whose product he has been bought & not satisfied with the after sales service. But the supervisor transferred my case to the escalation department. Next day I got a call from Mr. Reema & said that I am going to get a swap handset within 2 days. I told her my concern that I am not interested in a swap phone anymore because I know they are going to give me repaired handset only which must have repaired two three times earlier. I want a box pack handset or refund my money back.

On 23/07/2011 I got a call from Mr. Anil Shirke that your phone has come please come and collect it. Also after telling my concern Nokia has again send a refurbish handset and this time the condition of the handset is worst then before it has scratches all over, timer is more than 77 hours used. Color is also not the same which I had bought I told Mr. Anil Shirke that I am not going to accept this handset and make either give me mail Id of their higher authority or ask them to call me. Now that two more days have been passed but have not got any call regarding my case. I guess nokia is not able to honor the warranty for their product instead nokia is cheating consumers by giving them used handset as a replacement. Now I don’t even want any of the nokia handset I just want my money back and compensation for all the harassments, mental agony & all my money I spent behind running the care centers. I would like to file a case in consumer forum and also raise this issue in media.