| Address: Chandigarh, Chandigarh |
Sir/Ma'am,
My father had purchased a Nokia E5-00, (IMEI:[protected]) device, on 1st Nov 2010. It started giving problems with the microphone since around the middle of July 2011, as the voice was intermittently or lately, completely inaudible to the opposite person connected to.
This was immediately reported to Nokia Customer Care, Electra Care at sector 35, Chandigarh for the first time on 23rd July, where the staff only inquired about any kind of water infiltration, but he refused as no such accident had ever happened. The phone was submitted with the centre for inspection which was returned after 4 days, which on receiving worked fine, but soon after the problem reappeared.
On reporting this for the second time to the care centre, it was conveyed to him that the sim card might be defective. However, after checking the issue with various sims available at home, the problem still persisted.
For the third meeting, around 16th August, the issue was reported to Electra Care, however the technical staff, on looking at the phone, said that the problem was beyond their scope for repair, and the phone had to be sent to the 'factory' for part replacement. It was also informed that even though the phone was in warranty period, the charge sheet prepared on the first meeting mentioned 'minor liquid damage', without any acknowledgement or intimation to us, which made the warranty void and the task would have to be charged for an estimate of 1000 rupees. Even after repeatedly conveying to them that there had been no incidence of liquid damage, they refused to offer any help. This forced us to withdraw.
However, my father found it extremely difficult using an older phone set with its own problems, for a final remedy for all the harassment, we decided to shell out the 1000 rupees and get the phone repaired instead of having to buy a new one.
Thus for the 4th time, on 19th of August, Electra care was approached and they prepared a fresh chargesheet, this time advancing to liquid damage from 'minor liquid damage' and voided the warranty.
The call was received on the 22nd of August that the phone was ready, but it was collected on the 30th of August. On receiving, the sound was partially audible, to this, the staff remarked that it could be a minor signal problem, but ensured that the replaced part carries a one month warranty. The amount paid for the repair was Rs. 892/-
But on reaching home, it became clear that phone was still problematic, and the frequency of intermittent problems with the mic have only increased.
Although the month long warranty is still valid, we feel harassed and robbed off of our money. There was no intimation in the first meeting that there was any liquid damage, which was later used as a clause to nullify the warranty. Despite that, the 'supposed' replacement of parts for which we were charged has not helped in any way. Now we do not trust the so called customer 'care' and have lost faith in Nokia brand too. This is a clear case of consumer harassment and cheating, and we wish to approach the consumer court for the same.
As our last hope, we thought that intimating you might be of some help, while your customer care dealership model is hopeless.
We request replacement of the defective phone set which should have been the ideal case in the first place, along with the refund for the repair/part replacement by the customer care which we doubt took place at all.
Your response in this matter is eagerly awaited.
Thanking you in anticipation
Mayank Ojha
[protected]
Aug 13, 2020
Complaint marked as Resolved 
But on 20 Th July i found a major problem that my camera for that handset is not working ...i then went to Nokia care (Namami Enterprise) on the next day where i submitted the handset bearing my job sheet no. 57383 dated at 21/07/2011...where they opened the set n informed me that it was a water logging problem and they r submitting my set if they can manage to repair it they will try but otherwise they will sent it to Gurgaon where it may take a months' time...i do what they said...accordingly i waited for a week n I visited there where they informed me my handset is moved to Delhi for the necessary process...where i was told to wait for month... i waited for a month n after that i again visited where they told me to enquire after a week...i said ok...
I then visited after a week where a lady of the Nokia care told me that my handset has been backed from Delhi and company is failure to repair the damaged handset but the company has replaced me a new handset n i can collect it...i was told to wait for a week time so that they kan open the parcel...i waited and then suddenly in the afternoon somebody from Nokia care called me n told me that to receive my damage handset...i was shocked n i told them i was assured by a lady for replacing a new handset...but they denied n told me that they cant say it...n was indulging me that they have taken the handset n i was undersigned it in the job sheet by a water logging problem...which was may be a out of warranty in that case...i then requested to repair it as a out of warranty in that case...but they said they are helpless...
I never dropped it from hand n never i thrown it to a water surface as far as my knowledge is concerned...i am not a technician that i will knew it a water logging problem what they told i trusted...but if they cant do to solve my problem why they hanged upto me and why i am being told that of replaced handset?is it a FROAD?
BUYING A SET OF C3-01 OF RS.8300/- IS A PUNISHMENT AND HARRASMENT...IS THAT IT WAS MY CRIME TO BUY THAT PRODUCT? To buy a NOKIA PRODUCT OF SUCH A PRICE IS TO PLAY GAMBLE OF MONEY...SHAME OF NOKIA AND NOKIA SERVICES...Nokia does not connect it should look this matter for such type of HARRASMENT AS I SUFFERED...
i had suffered a lot may be i wont trust NOKIA again but i will b happy i[censored] kindly solve my matter...
Er.Somnath Choudhury,
Opposite Press Club,
Palace Compound,
Agartala, Tripura(W)
Pin 799001
Ph. NO.:- [protected]
[protected]