Nokia / Mobile — Dilly Dallying Repair of Mobile

Address:

West Delhi, Delhi

possess a Mobile Nokia model N70-1, Product Code 0524129, IMEI no. [protected], which was purchased approximately 3-1/2 years back from a Gurgaon Mall from an authorized retail store which was an exclusive Nokia mobile franchise.
On 1st March 2010, while transmitting Holi greetings, the handset developed a fault because of which its display screen vanished. As the handset was beyond warranty, I decided to utilize repair services of Nokia care from their franchise M/s Net Dot Solutions. Address and other details of this franchise are WZ 200, Bajaj Tower, Jail Road, New Delhi, Telephone no.[protected], E mail address: [protected]@nokiacareindia.com.
Upon presentation of handset on 2nd March 2010, I was issued Job Sheet no.[protected]/ 100302/15 with a target delivery of 2nd March 2010 as per service job sheet issued to me, though personally I was told to come within 1 hour. Upon enquiry after 1 hour, I was advised that it would be ready by the end of the day of 2nd March 2010. I did check up on phone by evening only to be told that it would be ready within 2 to 3 days i.e. 5th March 2010 as the set has a “Hardware problem” On 4th March 2010, I was informed over phone by the service agency that the set has to be sent to HO and may, therefore, take further 7 to 8 days.
I personally went to the service agency on 13th March 2010 to collect the set but after making me to go up & down was told by one M/s Anjali that the set would be ready on 15th March 2010 and was also informed by her that I could come to their office without a need to check readiness of repaired handset. However, when I checked up on 15th March 2010, the agency again came up with argument that the set has yet to be received from HO. I must check up same on 17th March 2010.
Having been frustrated all along, I registered concern/grievance on TF no.[protected] on 15th March 2010 and was given a complaint no. 1-[protected] and was asked to check up on their number once again after 48 hours i.e. on 17th March 2010. When checked up the same, I was informed that the set is ready and I can collect the same from Net Dot Solutions. When contacted by me on Telephone on 17th March 2010, I was informed by one Mr. Karan of the service agency that the set has not been received by them from HO and may be received on 18th March 2010. When I again went on 18th March 2010, after making me to wait for some time, I was told by one Mr. Vicky of service agency that I must come on 19th March 2010 as it is still not ready. When I protested about calling up and reaching their office by spending on petrol and wasting time, I was informed that Service agency would have the set delivered at my house without any problem.
Since I felt like being cheated, I once again approached TF no.[protected] for assistance, where one Mr Rajeev responded. He still maintained that the set has been with Jail Road Office of Net Dot Solutions but may be that the office carrying out further quality checks. When pressed for important official’s numbers, I was given the name as Mr. Gurvinder Singh (mob no. [protected]). When I contacted him, he asked me to speak to his Manager Mr. Manjit Singh (Mob no. [protected]). I spoke to Mr. Manjit Singh between 18th March 2010 to 23rd March 2010 at least 3 times. Except to put his Jail Road Office on Telephone, he has neither tried to listen to me properly nor asked his Jail Road office person to speak to me giving correct status of the job.

Last call with Net Dot Solutions through Mr. Manjit Singh was on 23rd March 2010, when I was told by one M/s Komal of the office that the set would either be delivered rectified or unrepaired on 25th March 2010 to my house. The concerned lady just kept mumbling that the problem is of recurring nature as the set after rectification again develops the same problem. When questioned about who would rectify the handset, if Nokia can not I was informed that there are 700 IC’s to be checked, which is not possible for them.
Present position is that all promises including delivery of set on 25th March 2010 have failed. The service agency is not bothered about its responsibility in serving the client. Manager Mr. Manjeet Singh is just not bothered about Nokia image and his clientele. Mr. Gurvinder Singh, as in-charge just passed the buck to Mr. Manjit Singh. Employees e.g. M/s Anjali, Komal, Karan and Vicky do not seem to be bothered as bosses do not question them.
Result is utter frustration for a person like me. For a handset costing Rs 17000 app., repair cost is phenomenal as it involves phone calls, petrol expenses for Car, payment of post paid telephone calls to Vodafone for services not used (courtesy M/s Net Dot Solutions as moble continues with them). I wish I sue the service agency for causing mental anguish over apathy to the client in addition to what is written above.