| Address: Chennai, Tamil Nadu |
Hello Sir,
I have attached the complaint mail sent to the Nokia care mail id after placing the complaint(1-[protected]) on 10-May-11. Iam totally frustrated with the service provided by them.
Thanks
Vivek
Mobile:[protected]
Mail Id:b.[protected]@gmail.com
From: vivek anandan <b.[protected]@gmail.com>
Date: Tue, May 17, 2011 at 11:50 AM
Subject: WebForm Automated Email
To: contactcentre.[protected]@nokia.com
Hello ,
Yesterday i spoke back to your executive through the phone and his number is [protected]. He said that he will get back to me after discussing with the Rocky Agencies(To which i gave my device) but still I didn’t receive any update from your side for the complaint placed on 10-May-11.Why this is not updated in the complaint? I have totally lost my patience, because of your repeated answer that we will update at the earliest.
History and headache I am facing with Nokia service.
I bought my device on 12/07/2010. After that I got a complaint with my touch screen on December (That within 6 month of my mobile purchased). I went to rocky agencies near my house and they stated that they will not be able to repair any premium mobile in that store and this will be sent to head office to change the screen, the delivery date is informed to be after 10 working days. After i stated that I don’t have alternate mobile, they provided a back up mobile. Again from Jan i got a problem with network drop in my mobile, initially I thought it might be due to service provider. But later i can able to see that issue is occurring on regular basis and i checked with all the simcard available and then i could find the issue is with my device and i went to the same agency (rocky agencies) on 10-May-11. Again they have stated that they will not be able to repair any premium mobile in that store and this will be sent to head office. This time they have not provided a backup mobile for me, for this they have provided the reason that backup mobile are out of stock(That many customer are facing issue like me) and they have given the delivery date for my mobile will be on 25-May-11(Which is more than 10 working days). I have placed a complaint with your customer care executive and i have told all my concerns with them and they stated that they will provide me a complete history about the problem within 48 working hours(I think its 480 working hrs) , the complaint no (1-[protected]). AFTER PLACING THE CALL I SPOKE WITH YOU GUYZ 5 TIMES AND STILL I AM RECEIVING AN RESPONSE THAT"WE WILL UPDATE YOU". This shows your service policy is a total failure.
If next time if i receive a call/Email I need an answer for the below queries
1. Is the nokia authorized agency is not having any skilled labor to repair a mobile?
2. Is the device sold to me is a defective one?
3. Why can’t a customer facing so many issues with the service centre and customer executive cannot be able to contact the manager?
4. Is it worth to buy nokia which claims it has a wonderful service policy?
5. Is the Nokia failed to meet the quality as there is a second hardware issue with the same device within 10 Months?
6. Is this the way you treat a customer, who invested the money and facing the problem with your brand?
One more thing I need the above answer from a responsible person from Nokia and not from customer executive/Supervisor who will not be able to provide the answer other we understand your concern. OTHER WISE PLEASE KEEP THE DEVICE IN YOUR HEAD OFFICE AND SHOW TO OTHER CUSTOMER HOW YOU PROVIDE AN AFTER SERVICE WITH YOUR PRODUCT AND SEND ME A MAIL THAT NOKIA WILL NOT BE ABLE TO REPAIR YOUR MOBILE.
After this kind of issue how will I suggest Nokia mobile to my friends or relatives? At present we have 6 Premium Nokia mobile in my family, but after this worst experience we faced with Nokia service, we are planning to switch from Nokia to some other mobile. We never expected such a worst response from a company which is famous for its service.
Thanks for not calling without an answer to my above queries
Vivek
Mobile:[protected](I will be always available)
Chennai
On Mon, May 16, 2011 at 7:02 PM, <contactcentre.[protected]@nokia.com> wrote:
This Nokia Customer Care message is in response to your email request
Hello Vivek,
Thank you for contacting Nokia Careline.
We understand that you are facing concern with display and network of your Nokia X6 handset.
We are aware of the importance of this matter and we are very much willing to provide the necessary assistance you need to resolve this concern.
In response to your email, kindly be assured that the matter would be looked into on a priority basis. Further, our executive tried to call you on your contact number but there was no answer. Hence, we would request you to provide your alternate contact number so that we can contact you in order to resolve your concern as soon as possible.
Your case ID is 1-[protected]
For further enquiries, please feel free to email us or contact our Technical Support Executives at 30303838 between the hours of 9:00 am and 9:00 pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in/asknokia. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Thank you for choosing Nokia.
Regards,
Vinamra Saxena
Nokia Careline
[THREAD ID:1-5CMDQX0]
-----Original Message-----
From: b.[protected]@gmail.com
Sent: 14/05/2011 04:10:40 PM
To: contactcentre.[protected]@nokia.com
Subject: WebForm Automated Email
[Email address:b.[protected]@gmail.com]
[Salutations:Mr.]
[First name:Vivek]
[Last name:Babu]
[Country:INDIA]
[Language:English]
[Gender:M]
[Contact topic:Nokia services and software]
[Contact subtopic:Other services or software]
[Message:Hi Nokia,
Iam totally disappointed with the service provided by nokia care and i have already esculated this to you through phone and placed a complaint on 10th may 2011 and the complaint no:1/[protected],but i didn't get any proper response.
Now i have lost faith in Nokia service. i hope there might be some action taken.
Thanks
Vivek]
[Phone model:X6 16GB]
[Mobile:[protected]]
[Second Phone Number:]
[CPF Or CNJP identifier:]
[Province:]
[City:]
[IMEI:]
[Product code:]
[Operator:]
[Operating system:]
[Web browser:]
[Online shop order number:]
[Product software version:]
[Maps application version:]
[Navigation licenses purchased:]
[Map data installed:]
[User ID/user name:]
[Service name:]
[Application name:]
[Application version:]
[Connection type:]
[PC Suite/Ovi Suite software version:]
[MS Communicator Mobile version number:]
[Social Networks version number:]
Sorry to hear about your experience. Please write to us on
[protected]@ovi.com and do leave your contact. We will have someone from the team connect with you. Please mention your name on subject and add your contact in the mail. Do include the complaint link in order to speed up the process.
Regards,
Team Nokia India