[Resolved]  Nokia N96 — Service and reply to complaints by Nokia!

This is what I complained to Nokia...
[Message:I recently found that the phone was not responding to the keys. On a visit to the service center I was told that the handset had liquid damage, and the same will not be covered in warranty . The phone has never been exposed to rain or any moisture other than maybe some sweat from the cheek while using the phone. I would like to know if the phone can be damaged by sweat as in normal conditions o[censored]se in India? As it is obvious in this case that it has, it is not the responsibility of the firm to make sure that their products confirm to normal usage conditions prevalent in India? I find non applicability of warranty in this case totally ridiculous and not confirming to good business practices. ]
And this is what they replied back!!!
Dear Mr. Dxxxxxxl,

Thank you for e-mailing Nokia Care.

This e-mail is with respect to the functionality of your Nokia N96. We regret the inconvenience caused. Please note that, all Nokia phones come with a 12 month warranty from the original date of purchase. Our warranty guidelines state that any repairs or servicing would be covered under warranty provided our qualified Nokia technicians do not find any liquid damage on the phone. We would like to advise you that the warranty is void in the event that the technicians find that your phone has been subject to any of these damages.

The Consumer shall have no coverage or benefits under this limited warranty if any of the following conditions are applicable:
(a) The Product has been subject to: abnormal use, abnormal condition, improper storage, exposure to moisture or dampness, exposure to excessive temperature or other such environmental conditions, unauthorized modifications, unauthorized connections, unauthorized repair including but not limited to use o[censored]nauthorized spare parts in repairs, misuse, neglect, abuse, accident, alteration, improper installation, Acts of God, spill of foods or liquids, maladjustment of customer controls or other acts which are beyond of reasonable control of Nokia, including deficiencies in consumable parts such as fuses and breakage or damage to antennas, unless caused directly by defects in materials or workmanship, and normal wear and tear of the Product.
(b) Nokia was not notified by Consumer of the alleged defect or malfunction of the Product during the applicable limited warranty period.
(c) The Product serial number or the accessory date code has been removed, defaced or altered.
(d) The defect or damage was caused by defective function of the cellular system or by inadequate signal reception by the external antenna.
(e) The Product was used with or connected to accessory not supplied by Nokia, not fit for use with Nokia cellular phones or used in other than its intended use.
(f) The battery was short circuited or seals of the battery enclosure or cells are broken or show evidence of tampering or the battery was used in equipment other that for which is has been specified.
Further, should the technician find the phone to be repairable, a repair quotation would be provided. If the customer chooses to have the phone repaired, the customer would need to bear the cost of the service charge as well as the repair charges of the phone. In certain instances, the phone may be irreparable and the customer would be advised of this. Hence, we suggest that you take your phone to any of our Nokia Care Centre for further assistance in this regard.

For locations of our Nokia Care Centers nearest to you, kindly access the following web link:
http://www.nokia.co.in/A4536241

We recommend you take along the proof of purchase/receipt while visiting the Nokia Care Centre. Your phone would be repaired under warranty if it meets all the warranty guidelines.
Before submitting your phone at the Service Centre, you may kindly take a backup of the phone contacts data to the SIM card. If the phone supports memory card, take a back up of contacts, messages, images, clips etc. on to the memory card or on to the PC. Back up can be taken, provided the phone is in “Power ON” condition. The technicians at the Nokia Care Centre and Nokia India would not be responsible for the loss of data during the repair process.

For further enquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia

Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.in/support to check if your phone model is supported and download the "Nokia Software Updater". You can also go online to find user guides, troubleshooting support and other services to help you use your Nokia product.

To ensure proper handling, please continue to use the current subject line.

Please help us improve our services by clicking on the following link: http://digiumenterprise.com/answer/?inv=10263159&chk=YWYFRNPP

Kind regards,

Rachana Thimaiah


Looks like they dont even read whats asked! So much for their service. It isnt surprising, I think they just sell the same products worldwide without adapting to local conditions. Thank God, they didnt tell me to go n live in Sweden! This was my last Nokia!