[Resolved]  Nokia N 73 — Sony Mony, Andheri - Mumbai selling tampered phones

Complaint - Nokia and Sony Mony(Andheri) cheating customers by selling tampered N73 ME phones


Hi,

Nokia has been named the India 's most trusted brand in Brand Equity's Annual Most Trusted Brands survey, but my experience with Nokia has created a question mark in my mind regarding the credibility of this survey.
Please guide me in my problem.
I had purchased a brand new Nokia N73 ME, six month back. Out of six months, the phone has been with Nokia Care for more than 3 months.
Issue 1: Sony Mony sold me a tampered Nokia N73 ME phone which used to switch OFF automatically and I have to switch it ON manually.
Issue 2: Nokia Care swapped the phone (except the external body and accessories) for me but the problem still exists.

Issue 3: Also, Bright Point, Lower Parel, Mumbai says this new mobile has warranty only till "11 Nov 08". The warranty should be up to 26 Feb 09 as per my original Bill.
I feel that Sony Mony Electronics and Nokia have together cheated me. First of all, Sony Mony/Nokia sold me a tampered phone and then after swapping the phone Nokia reduced my warranty from 12 months to 8 months.

Let me summarize the sequence of events that have bothered me for last 6 months:

26 Feb 08 - I purchased a Brand New Nokia N73 ME from "Sony Mony Electronics".
• Date of Purchase: 26 Feb 2008
• Product purchased: N73 ME - IMEI No: [protected]
• Place of Purchase: Sony Mony Electronics - Andheri (W) Branch: Shreeji Apartments, Versova Road, Mumbai - 400058. Ph:[protected] / 25 / 27
• Tax Invoice for Andheri Sales A/C: [protected]
Within 2 weeks my phone started switching off automatically and then I have to switch it ON manually.


15 Mar 08 - I gave my phone at Nokia Care Center - "Royal Enterprises, 12 Jiten Appts, Opp. Rajkumar Restaurant, J P Road, Andheri (West)".
• Job Sheet no was[protected]/080315/16. They refused to repair my phone and the Job sheet showed the comments “PHONE TAMPERED NR CPU FLUX FOUND & RESOLDERED / R.W.R.”.
• I told them it’s been just 3 weeks and before this I have not shown my handset to any Nokia care or any Local shop. Why would I go to any Local shop if I have my warranty ACTIVE with NOKIA? They asked me to go back to my dealer. When I contacted Sony Mony they told me it’s not our fault we have given you a Brand New handset. They told me to contact Nokia Care - "Fonesforu, F27, Prime Mall, Irla Lane, and Vile Parle (West), Mumbai" and said they will replace my handset.

17 Mar 08 - "Fonesforu, F27, Prime Mall, Irla Lane, Vile Parle (West), Mumbai" accepted my phone as Un - Repairable and they told me they will SWAP my phone and return it within 45 days. They said that due to some technical problems they can’t make a job sheet and thus gave me a hand written note.
• After 2 months they swapped my mobile phone and returned it to me in 2nd week of May. I returned the hand written note that they had given me for my phone delivery. They told me they have swapped my handset via HCL.
• I asked for the Computerized Delivery cum SWAP note since my phone now had a New IMEI number (New no - [protected]) and my Bill showed Old IMEI number (Old no - [protected]).
• But again they did not give me my "Delivery Note/Swap Note". They asked me to come after 1 week.
• I went there after 1 week but still I didn't receive any note and this thing continued for another 2 months. Every week I used to go there but come back disappointed.
02 July 08 - Finally on 02 July 08 I received my Swap note with Job Sheet no.[protected]/080702/71 after 2 months of hard work and pain.

Now again I was facing the SAME problem. My Phone switched off automatically and I had to switch it ON again MANUALLY.

When I called at 30303838 and the customer care person told me that my handset should be present at Nokia Care for Investigation.

5 July 08 - I visited "Fonesforu, F27, Prime Mall, Irla Lane, Vile Parle (West), Mumbai" but they just removed the battery, checked it and returned my phone saying "The phone is perfectly OK only the battery placement was incorrect".

The problem remained unsolved and my phone switched OFF at least once in 2 days even though the battery was full.
12 July 08 - I submitted my N73 handset to Nokia Care - Bright Point, Phoenix Compound, Lower Parel, Mumbai. They assured me to repair my handset.
•Date - Submission of handset - 12 July 08.
•Job Sheet No - MUM0473574.
•Nokia Care Location: Bright Point - Lower Parel, Mumbai.

After submitting my handset on 12 July 08, I contacted Nokia Care again at 30303838 and gave them my latest Job sheet number - MUM0473574 and requested them to look into the matter. Also I informed that my phone is present at Nokia Care.

But they asked me to provide a 17 digit Job sheet number and refused to help me out. After contacting Bright Point – Nokia Care they told me they do not provide any 17 digit job sheet number.

19 July 08 – I received my repaired handset back from Bright Point.

• But there was a New Issue discovered. I found the warranty of my new swapped handset was only till 11 Nov 08; whereas as per original bill it should be till 26 Feb 09. (One Year from the date of purchase – 26 Feb 08).
• Moreover they told me that “The mapping between my old IMEI and new IMEI is not reflected in their system. There was no information regarding the swap of my phone in the NOKIA database.”
• I went to Fonesforu and informed them about the warranty issue and the swap details not reflecting in other NOKIA centers.
• They told me that even though the system shows my warranty as 11 Nov 08, they will take my handset in warranty till 26 Feb 09. No official note regarding this was given to me. They agreed on updating the warranty information of my new IMEI but no change has been done yet.

26 July 08 - I have also contacted Nokia Help Line - and explained my problem to Mr. Ravi; Ref no: 2-37PKED for half an hour. But he asked me to submit my handset back to Nokia Care. How many times should I submit my handset again and again?

Even today my handset jack has a problem. I have changed my earphones twice but it seems the problem is with the handset and not earphones.

I want to file a case against NOKIA and Sony Mony, Andheri, Mumbai. Please guide me.


Please contact me on - +91 [protected] for any queries.
e-mail ID – [protected]@yahoo.co.in
Alternate email ID - [protected]@gmail.com
Thanks in advance.

Regards,
Nikhil Dave
[protected]