[Resolved]  Nokia Lumia 920 — Product Replacement

Address:

Andhra Pradesh

I am Sanjiv Raghavan from Hyderabad, India. I am posting an extremely bad experience I had with Nokia Lumia 920. Much worse than that is how Nokia customer service reacted to my situation. Please read ahead.

The phone was purchased on 6th of February 2013 (Warranty period is active). As a pre-requisite, please be informed that I have spike buster and inverter installed at my house. I was charging my Lumia 920 yesterday night using the Nokia wall charger and a standardized USB cable. All of a sudden I hear a blast after which I see that the Lumia case was blown off and the plastic case was melted near the charging unit. It was a scary incident (I will be posting the photos by tomorrow). But I had great hopes on Nokia care. Today morning, I give the phone to Nokia care and asked for a replacement for the simple reason that I was not confident of carrying a phone which blew up in front of my eyes. By all means, my anxiety is justified as a consumer.

Shortly thereafter, I receive a call from one Mr. Swaminathan. Who claims himself as the service manager. He very confidently denied me of any replacement and not even a service, in spite of the device being under warranty. Absolutely no courtesy at all…His statement was that I did not use a USB cable of Nokia. How inconsiderate??? He was only finding out reasons to avoid owning this issue and never considered about the feelings of a consumer. When I found myself helpless, I told him that I would go legally if I am denied of service, he even challenged me that I can do anything. I was shocked to see his response.NOKIA, Is this how you treat a consumer?????

USB cable is a standardized cable where power flows from host to device. How can such an incident be completely ignored and side-lined by NOKIA when the consumer has used nokia’s wall charger (host) and the device was Nokia Lumia 920. The cable was a standardized USB chord with same mA output rating as specified by Nokia. Is blowing up of the phone justified??

My friend Swaminathan does not realize that, USB Implementers forum has standardized Battery Charging Specification. When the wall charger used was provided by Nokia, any standardized USB cable with a right mA can be used. Does Nokia anywhere say that USB chord other than Nokia would blow up a phone???? How can be such a person be made a customer service manager?? More over how can Nokia expect to gather market share with such irresponsible team handling customer issues????

This gentleman Swaminathan sends back my phone which is a brick now. I don’t mind losing money but I file a suit to determine my rights as a consumer. Leaders of Nokia. Any machine can malfunction or fail. This to a certain extend is acceptable. What is more important is how you as a company deal with a consumer give him the confidence to handle this product failure. Nokia, You have invested your time in creating innovative design to win product awards and you forgot that what drives business further is the end consumer. You can never succeed with your great products with a horrible after sales service team. Please remember this. I will make sure that I post my experience in every forum possible. No other consumer should go through such irresponsible and third rated attitude towards customer. I repent my decision to move from iphone to Lumia. I really regret