I am a lawyer and working in mumbai. I purchased a new handset in first week of this month from delhi, when i started using it, I found that the handset has some problem as the photo clarity was not up to the mark. So i sent my brother Prabhat Kumar along with the hand set to the Nokia Care Centre at Lower Parel, Mumbai, the Prime Point. They kept the Handset and gave him a job sheet bearing job sheet No. Mum0400226 and told him to come after 4 days to take the handset. When we inquired after the stipulated time about the status of the repair, they informed that it will take another weeks time to get it repair. And after a week when today again inquired about the status of repair. They informed that it will take another 15 days or more as the software is not available and they are not sure about the exact status. Today I spoke to three four persons and non of them was able to give a proper reply. First of all i spoke to Amita, when she informed me that it may take another 15 days or more, i asked her to return me the handset for the time being and when they will get the spare, then i will give them the phone for repairing as i am facing lot of problem without a phone. In bombay i am living alone and there is no other mean of communication with my relatives and friend except my cell. I am an advocate so my clients also contact me through my cell number only as i m not owing a office and do not have any other contact number. Due to non-availability of phone i am suffering huge loss in my profession and business.
When i Amita all these things, she gave me two other numbers, one of some Namrita Shetty, who was never available on those numbers, the numbers are[protected] extn 109 and another number of Nokia centralised customer care[protected]. On this number i made 4-5 calls to reach a customer care executive. Every time they give unnecessary informations and then the call gets disconnected. I was making STD call to this number and was not getting any proper response to my calls. Then somehow i managed to talk to one customer care executive who kept me for hold for a long time and then the call got disconnected. Then again after trying 2-3 times i was able to speak to some Ashwini Jiya, whom i narrated the whole thing second time and after listening the whole thing she said that the job sheet number i have given is not a proper one, its a manual job sheet number and i should talk to the prime point people to give me a proper job sheet no. By this time i was feeling like a fool and ping pong ball whom all these customer care people were playing with and kicking from one desk to other. I again contacted Amita, but she was dam sure that the number given to me was the actual number and was not at all bothered that i have wasted my money for making calls to them and the nokia centralised customer care and she was still insisting me to spend some more money on making calls to one Namrita Shetty whose number she has already give to me and who was never available on those numbers and nobody was there to receive a call on those numbers.
When i insisted her that Namrita is not available on these numbers then she promised me that i will receive a call from her but i need to provide them a number for that. Now see what a funny situation. I am crying as i do not have any number and not able to be in touch with anyone, my friends, clients or relatives and these people too want me to provide them a number where they can contact me.
Now i dont understand what shall i say... its me who is a fool .. who bought a Nokia mobile or ... these people...whom Nokia has employed as its Customer Care Executive, who hardly cares for the Customers.
Then again i called amita as i did not received any call from Namrita Shetty. After this i received a call from Namrita Shetty who was also not able to give any proper reply and instead of listening to me, she was telling me their rules and regulations. I asked her to return me my handset till the time spare is not available, she said that i have to give them a letter for this and as soon as i will take back my handset, my jobsheet will be cancelled and again i will have to deposit my handset with them and again they will have to indent for the spare which will again take the same time.
So some how i am in a situation, where i dont know what to do and whom shall i approach. I am totally feeling helpless and just left with no option but to approach the consumer forum. I wish if people facing same problem would like to join me to file a case again Nokia and Prime Point.
Thanking you.
Geeta Saha Veerkar
[protected] (Number which is not available because of non availability of handset)
[protected] (My friend's number, where you can contact me for the time being)
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