[Resolved]  Nokia Service Center Sheetla Wll Services — Customer Service Complaint

Address:

Gurgaon, Haryana

A Very bad experience at the following store-

M/s. Sheetla WLL services
Sheetla WLL Services,
Old Delhi Road,
Opp. Plaza Solitare,
Sector – 14,
Gurgaon – 122001.
Haryana – India.
Mobile – [protected]
E-mail: [protected]@nokiacareindia.com

My Nokia N8 was not responding to USB connection, when I decided to visit the authorized Nokia care store on 21st August 2012. I was happy to drop my phone at the service center as I had pulled authorized store info from the Nokia website. The employee named Sunil was friendly enough when he accepted my phone and made himself aware with the problem in my device. He recognized the problem and told me that the phone will be ready to collect in few hours. After 3 hours I received a phone call from the support office, and the lady told me that the part is not available and so they need more time to get the problem fixed. I could not get the exact reason so I requested to speak with Sunil, who then told me that the problem was not only limited to the USB port, but there is something else which needs to be diagnosed, so they need to send the phone to the head office, which would take another 3-4 days. Two people on phone with two different versions of conversation. Whom to believe? I had no option other than to believe Sunil. He had also told me that he can deliver the phone by Tuesday, 28th August 2012. But when I didn't receive any status update by EOD Tuesday, I called up the service center and was told that even they have no option to track the status. They could not tell me the estimated time of the same. Sunil could only tell me one thing "Sir, we will update you as we hear anything from the head office." Now what the concept is of Head Office? Why can't they provide any tracking number to the customer so that the customer himself can check the progress status online?
Awaiting for a call from the Nokia support, today, Sept 03rd 2012, I decided to call Mr Deepak, (if I am not mistaken in getting his name) the owner of the above mentioned store. Awesome response in a frustrated voice "Why are you calling me. Call the store and get the status there." His frustration was understandable as I directly asked him to inquire about my phone status, but what I couldn't get was the way he responded without even listening to the customer. When I told him what exactly I am facing, he didn't hesitate to ignore me by saying that he is out of town (he mentioned Punjab) and would not be able to help me earlier than the next day. He asked me to call tomorrow, Sept 4th. and hung up the phone. I had called the store owner, god damn it, not to add to my anger on the problem I was facing, but to get the solution. I rang the support office again and got to know that my phone had arrived the store this morning and they were about to call me to inform me the same. Now this was the narrowest escape the store people could take for their rescue from my anger. I visited the store to collect my phone and finish all this drama. But another surprise was waiting for me. I saw the phone and the screen protector film was missing. Now who could justify the need of removing the screen protector when the problem is with the USB port? On my very first reaction about the missing screen guard, Sunil disagreed to accept that the screen guard was at all present. He said that the phone didn't has the protector film on it. I asked him, "Does that mean I am lying?", on this he responded "We are not responsible for the Screen Guards, data and blah blah..." I asked him, isn't this necessary to share the same with the customer before accepting the phone? He said everything is mentioned on the job card's 'Terms & Conditions'. Okay, I cannot fight on this because I didn't read all the terms. But, is this the right way to hide the terms and conditions with small asterisk and fool the customers? Cant the support employee be responsible enough to brief out the terms to the customer? This was not enough. When Sunil finally agreed that my phone had the protector on it, I affirmed him by saying that yes it was worth 18 dollars which I had bought along with the phone. His response was pathetic. "18 or 1800 we don't care. Its just mentioned in our terms and conditions that we are not responsible" Anybody, please tell this guy that he is the support person and he should have proper training on customer services before he can actually take up this job. He doesn't even know how to respond to the customer? Next was the explanation on the problem description. I asked him to explain the problem diagnosed, the solution provided, and the possible reason behind the problem so that I can be attentive for the next time. All he could say, that USB was not working (yes this is exactly what I had told him to repair) so he had to change the USB port, some jack and some filter. He didn't know anything more than that. But he knew the reason behind the problem was high voltage. Okay, he meant that high voltage that came through my laptop USB, didn't harm my laptop but did wonders to my phone. To a person with the least technical knowledge, it sounds something really impossible, but for Sunil, his justification was really satisfactory.
I seek the following with this media of complaint-
1) Compensation along with proper justification of removing the screen protector film from my phone. When the problem was not at all related to the screen or its touch, why was it necessary to remove the guard? Even a doctor makes the patient sign on an agreement form, before an operation. But the agreement doesn't give him permission to operate on brains when the problem is with the kidney stone.
2) Real cause of the problem (if can be identified with the symptoms).

Thanks & Regards,
Atul Agrawal
[protected]
atulagrawal.[protected]@gmail.com