[Resolved]  Nokia Mobile Phone N82 — NEW HANDSET NOT WORKING AND THE HARASSMENT BY THE SERVICE CENTER

I am Mrs Sangeeta sood resident of 9 Lake Range kolkata
i have purchased a nokia N82 mobile phone costing Rs.22, 000.00 from the mobile store 222 AJC Bose Rd Beckbagan kolkata on 30/03/2008 . The phone started to hang up within 3 to 4 days o[censored]sage .Thinking it was a problem of low charge i continued to use it when finally on the 10/04/2008 in the night it shut down completely and on start up gave the message START UP FAILED CONTACT RETAILER . the very next morning i called up nokia customer care [protected] and spoke to Jason .He gave me the address of a service center at Shakespeare sarani . I went there at 9 : 30 am but it was closed so went to the retailer The Mobile Store from where i had made the purchase . They accepted the phone from me saying it was probably a minor software problem so they would get it done from nokia care for me . I informed them that i was to go for a tour the next week so it should be done before that . At this point of time i called by customer care [protected] and spoke to Katherine asking her if it was okay to submit the handset to the retailer and she said " NO PROBLEM MAM SOME RETAILERS DO GIVE THIS SERVICE TO THEIR CUSTOMERS SO IT IS OKAY TO HAND THE PHONE TO THEM " I handed the hand set to the Mobile Store in perfect condition along with all accessories The phone had all the screen protective and body protective films on.
after that i had no word from any body regarding that phone and just waited patiently till 15/04/2008 .on 15/04/2008 i went back to the mobile store and was told by the afternoon that it would take nokia care 3 to 4 more days to solve the problem .This was very upsetting for two reasons .1) Why should a very minor problem take so much time .2) Since i was to go on a two month tour on 19/04/2008 what if it was not resolved before that .Both these issues were put forth to The Mobile Store and they said they would get back to me regard the same.
I called back Nokia Customer care [protected] and spoke to preeti and then Infancy the floor supervisor to be told that they would need 4 working days to let me know the status of my problem . I informed her about my travel and we had a heated argument coz she said that though she will escalate the matter at her end she had no head office numbers where i could contact some senior person and only on my insistance agreed to give me a complain no. 2 - 2YU87Z. The next morning Mobile Store called up to say they had received the phone and i should collect it . When i went to do the same i found that one icon was a little slow and also the screen protective film had been removed and there were scratches on the screen . I showed the same to the salesperson and refused to accept a hand set in that condition asking them to REPLACE the hand set since it was a new one . The spoke to the Nokia Care ARYA INFOTECH 81/A SP MUKHERJEE ROAD KOLKATA in my presence and after talking to them sent the set back to them rightaway and told me that they would get back to me about it .They also asked me to speak to Mr.Sanjay Jaiswal at Arya Infotech directly so that the matter could be resolved faster . I called up Mr. Sanjay Jaiswal who asked me to speak to Mr Prabhakar Chaudhary of the Shakespeare Sarani center which i thought was the head center Since then i Have been making calls to the customer Care [protected] and have spoken to Vinod Rajat Soma at three different times i have called up th emanagers of Arya Infotech again and again telling them that i will be going on a long tour so if this could settled. Initially they were cordial and said they would send it to Shakespeare Sarani and some decision taken from there so i should talk to Mr.PRABHAKR CHAUDHURY there .i caleed up Shakespeare sarani center again and again and spoke to RAUNAk and all i got to know was that it had not been sent accross to them yet .When the whole day passed without Arya Infotech having done so i called up to ask what happened Mr. ARNAB DAS passed statements like " DONT TEACH ME MY JOB " "THIS IS NOT MY PROBLEM TALK TO Mr.SANJAY SINCE YOU SAY HE HAD COMMITTED TO SEND IT TO SHAKESPEARE SARANI" on calling Mr. SANJAY JAISWAL and in the course of an argument with him he tells me" WHAT DO YOU THINK WE HAVE NO OTHER WORK EXCEPT TO RUN AROUND FOR YOUR PHONE " DO WHAT YOU WANT I WILL NOW NOT DO ANYTHING FOR THIS MATTER " "WHAT BUSINESS YOU HAVE TO ASK ME I DONT KNOW WHO YOU ARE THE PHONE WAS GIVEN TO ME BY MOBILE CARE NOW YOU TALK TO THEM ABOUT IT" " THEY ARE JUST MINOR SCRATCHES WHAT ARE YOU COMPLAINING ABOUT YOU THINK BY CALLING UP OTHERS YOU CAN GET THE WORK DONE NOW LET ME SEE HOW YOU GET THE REPLACEMENT " "GO TO CONSUMER COURT OR WHEREEVER IT DOES NOT MAKE ANY DIFFERENCE TO ME"Ihave since then called up Nokia Customer care and informed them of this harassment . I Have spoken to a gentle man at the nokia head office [protected]he said that the manager in charge of customer service would contact me and also spoken to the manager in charge Mobile stores Kolkata to see if she can get the problem solved and the handset replaced . I am totally surprised and extremely angered that i sholuld face so much harassment for a product of such a reputed company as Nokia . i believed as they prophes that to them Customer satisfaction is o[censored]tmost importance but my experience has been just the opposite . Hoping that this complain will be of help to me and if not others will be cautious about byuing a nokia product and so it will be of some help to someone atleast