Nokia — WARRANTY - MANUFACTURING DEFECT

Address:

South Delhi, Delhi

Dear Officer,

I purchased Nokia X3 slider handset on 11.05.2011 from Spice Hot Spot, Nehru Place.
On August 15th,, 2011, I connected the USB cable [provided in the box] with the phone and to laptop to download pics from phone.
When I removed the USB cable from the handset, a part of the USB post in Nokia handset came out with it.
I brought it to Nokia Authorized Service centre at Kotla Mubarakpur - the handset and the Nokia USB cable in a polypack - untouched for UNDER WARRANTY REPAIR
The lady supervisor without hearing me out said - this is PHYSICAL DAMAGE to the phone and NOT manufacturing defect. Pay Rs. 3200/- and get it fixed or go wherever you want.
I called Nokia care from there itself at[protected]
I was heard by the executive, but despite my repeated explanation and consultation with their supervisor I was told they do not understand MANUFACTURING DEFECT but will ONLY treat it as PHYSICAL DAMAGE. The call was attended by Ali Jose, who said they would get back in 48 hours with my complaint
The complaint number issued was 1-[protected]
I received a call as committed and was asked to bring back my handset to the same service centre, this time an engineer would evaluate the problem. Living far off in Guragon and having a small baby at home, I went to the Kotla Mubarakpur service centre this morning.
I requested for the engineer to see and understand the problem. I also carried a sealed USB cable of another handset I bought while Nokia could be repaired and demonstrated in front of the engineer how a cable can be easily used in any other handset and DEFINITELY on MANUFACTURING DEFECT can release the cable with internal part of the phone.
Before the engineer could react, he was rushed in and again the lady supervisor comes back saying the handset will be fixed at a discount, only if I pay Rs. 2400/- and we will fix it. There was lot of fun and laughter at this centre on my account among the staff.
I again call Nokia Care at[protected]. Rahul, Asst manager, Nokia Care Line clearly said he is helpless as nothing like this is taught to them and they do not know anything about MANUFACTURING DEFECT.
I requested for Nokia in-house engineers set up who can easily understand the problem, but he insisted he is not authorized to do so.
It is rather unfortunate that despite requests from dealers and many complains about this handset, i chose to purchase the same.
IMPORTANT - On first day of purchase the headset of the phone was not working and the same was replaced by the same Kotla Mubarakpur service centre immediately.

This is a request from a consumer who is being denied Warranty service by Nokia bullies. I am willing to bring the handset in its present condition anywhere, It is certain an engineer will just understand immediately.

Regards, SANJNA UPADHYAY[protected]