Nokia India Complaints & Reviews

I purchased NOKIA 6708 model on 31st December, 2006 from NOKIA Priority Dealer (15/16, Dr. Nair Road, T. Nagar, Chennai – 600 017). In the first five months, it was working well and later there were problems in respect of incoming calls and SMS.

When I took it to the NOKIA Priority Dealer (where I purchased), I was advised by them to contact the NOKIA Help Line. When I contacted NOKIA helpline several times, they instructed me to follow various trouble shooting methods like switch off and on, remove and reinsert the SIM card, check the call settings, try the SIM with other mobiles, etc. All that worked out to be short lived strategy and the problem persisted. Finally, in October 2007, the problem aggravated and my mobile did not receive any incoming calls. At last, NOKIA Help Line advised me to get in touch with the nearest NOKIA Care.

I went to NOKIA Care (S.R. Trading, No. 101, Eldams Road, Teynampet, Chennai – 600 018) and submitted my NOKIA 6708 mobile for repair. The details of my visits are as follows:

No. of visit Date Job sheet Number
1st Visit 18th October, 2007 [protected]/071018/6
2nd Visit 19th October, 2007 [protected]/071019/1
3rd Visit 21st November, 2007 [protected]/071121/36
4th Visit 6th December, 2007 [protected]/071206/8

Every time my handset was returned but the problem continued. It was twice sent to the Nokia Care Head Office in Chennai. But the problem wasn’t solved.

In the meantime, I contacted NOKIA Customer Care through e-mail at the address furnished in the NOKIA web site and they too advised me to re-submit the handset for repairs. I have given the mobile for repairs for four times and after my several visits finally the NOKIA Care staff agreed that it cannot be repaired and apologized for the hardship and inconvenience caused to me. They added that NOKIA 6708 is a failure model and NOKIA has stopped the production of NOKIA 6708 due to complaints from several customers.

I sent a notice to NOKIA Care and NOKIA priority dealer, explaining the trauma and mental agony that I have gone through. After that, NOKIA Care sent a written reply saying that a new swap mobile is ready for delivery. Based on that, I went to NOKIA Care and was shocked to see the sorry state of the new swap mobile. It looked old, shabby with scratches and when enquired, the NOKIA Care staff said that, it is a reengineered mobile with parts from several mobiles i.e., collection of working parts from various mobiles that has been discarded.

I requested NOKIA to refund my money Rs. 17,200/- as my mobile is unrepairable. But, no response for that. I have all the documents including the email correspondences, job sheet copies, Notice sent to NOKIA, etc to substantiate my case.

In the mean time, I contacted few of the owners of NOKIA 6708 in Chennai. Most of them have some problems with it and are frustrated with the worst service of NOKIA care. I am collecting the details from them to strengthen my case and argument.

I am planning to approach the chennai district consumer court for justice.

Respected sir, I purchased i nokia 2310 on Feb08, Now the problem is i am calling a number and I am listioning their voice but they are not listioning my voice. This is the same, repeating in different number, from 1st day of this handset. i have a vodafone number, but before this handset I never felt this type of problem in same number. So please tell me what is the exact problem & how can i relief from it,

Your truly
digamber ([protected])

sir,
i bought a nokia 6030 mobile from the nokia store at MI road jaipur on 23 july 2007 ,but just after 5 days it went dead,than igave the set to nokia care center at tonk phatak jaipur,but the problem remains the same,till then i have given the set 4 time to the same for repairment ,but of no use.the attidude of the care center is quite iresponsible,i ask you, cant a average person get justice against these multinational companies,OR IS THESE FORUM JUST FOR RICH PEOPLE.i want answer or if you can ,grant justice
yours sincerly
ravi

respected sir,
I am going to HCL nokia care till last 7 days, they saying me that my computer has not working that's why I can't be check ur cell that It's in gurantee period or not. Sir, I have original Bill of my CELL from Sardar Ji Phone, Meerut. I lives in Bijnor, that's why I have to go in Bijnor nokia care but they are trying to neglect me. and they want to earn money by me. they will try to earn more money. My gurantee period is over till 28.01.2008, so they will try that my gurantee period is over than they can earn. So pls help me. It can be say that "DIN DAHADE DAKETI DAL RAHA HAI" it;s not appering me only also more and more people. becoz there is monopoly of him. If anyone can help me please help me........

I am alone and wanna help ................

SAURABH KUMAR
[protected]
VARDHMAN PHOTOSTATE
SHAKTI CHOWK,
BIJNOR (U.P.) 246701

Dear Sir,

I had complained regarding my Cell Phone ie Speaker (Ringer) problem to Nokia Care, Mahajan Market, Sita Buldi, Nagpur - 440001, but I did not get any proper response from there. From 25 days I am contineously following them but they are telling me that it will come in 2 days. But finally today I went there personally & talked with the executives, I was shocked to hear that the Ringer will be comming in 15days. When I asked them to give me the complaint register, they straight away told me that we are not having any complaint book/register. Nokia is branded name in all over the world & if they are providing such type of services then it will be bad for the company reputation.
The executives in this service centre dont have the sense to talk to the customer.

I only suggest that the customer who is buying cell phones is for some purpose if he finds such problems it is better for us to have Landline connection.

I have purchased Nokia N70 (Music Edition) in the month of July 2007. I have shown this problem in Nokia Customer Care in sector 22 Chandigarh. They have done it and after two months same problem is there again and again. I have given the complaint of Memory card and at that they have formatted the memory card and given back to me saying this memory card is OK. After few days the same problem was there in the warranty period but they have not changed it. I have asked customer care of Nokia also and they told me that the problem will be solved soon.
And I have faced the problem of opening yahoo messenger. It is due to the old version of the software and needs to be updated and i have given it to Nokia Care in Sector 11, Panchkula for updation of the software but they have just restored my phone and given it back to me saying we have formatted the phone. I have reached the hutch care about the problem and they told me that the softwares of your handset needs to be upgraded. I have given again to Nokia Sector 11, Panchkula and after 5 times of submitting it to them the problem remains same..
Nokia Sector 11 persons behavior with the customers is rude and not upto the mark.
I have taked to Mr Malkiat Singh of Nokia. He assured me to give the solution within 10 days. but after 10 days also the problem remains same. and no solution was provided till date. I asked them to replace the handset but they told me that it is a software problem, so we can't replace the handset.
I talked to Mr. Manjit Banwait (Head of Nokia Care, Sector 22) who has given the reply that please visit nokia sector 11 only. and they cant do any thing since the handset has already been registered by them only.
I also talked to Mr. Kalsi (who is heading Punjab area) and Mr. Vikram (Head of Nokia Care in Panchkula). I have sent so many emails also but all in vain.

Hope for positive reply at the earliest.

Ram Ashish
# 21, Harmilap Nagar
Baltana, Zirakpur
Mohali - 140604
Punjab
INDIA
Ph. [protected]

I had applied for my battery replacement at NOKIA.COM in the form of
E_mail on August 2007. My battrey no. is:[protected]N[protected]

After few months I also queried about this to Nokia Customer Care Centre, they told me that they despatched my battery, and I will get it soon. But till today I have not received any battery from them.

So I request you to kindly take necessary action for my battery replacement.

My Address is:

Sushila Devi
Qr. No. : G 42/2,South Road,
Behind Head Post Office,
Burnpur, Burdwan,
Pin - 713325, [WB]

Mobile : [protected]

On 4th of Feb 08 i bought the Nokia 5310 XpressMusic . This cell gets into hang mode very often. so much so that when i switch it after struggling a lot with the hang mode it then takes me directly to the date and time screen - in which i have to every time key in the current date and time. This had become a regular feature.

Hence on 16th of Feb 08 i went back to the dealer and got it REPLACED. However this new cell is also showing the SAME problem.

Can you please suggestion what is the matter??

Sir,
This is to bring to your kind notice that on[protected] I bought a mobile phone Nokia-1600 (IMEI: [protected]) from M/s Gayatri Telecom, 2, Khanderao Gate, Jhansi (UP), India.
From the beginning I am noticing that the battery backup off my mobile phone is very low (One day to one and a half day, with out any use). On[protected] I contacted Nokia Care Centre, Sadar Bazar, Jhansi (UP), India they told me that there is some problem with software and they called me on[protected] to repair software. I again went there on[protected] and they upgraded my software, but the problem of low battery backup still persists, I again contacted them on[protected] and told them that the problem is still as such, than they again told me to come on[protected] to show this phone to their engineer, because on[protected] engineer was not available. I again contacted Nokia Care, Sadar Bazar, Jhansi (UP) India on[protected]. On[protected] I was informed that my battery was not working properly and they told me that they are going to replace this battery and on[protected] they make a battery change note and they called me on[protected] to receive the battery. When I came to Nokia Care, Sadar Bazar, Jhansi (UP) India to receive my battery, they told me that now our Nokia Care Centre is shifted to Jeevan Shah, Jhansi (UP) and now please contact Nokia Care, Jeevan Shah, Jhansi (UP). On the same day i.e.[protected] I contacted Nokia Care, Jeevan Shah, Jhansi (UP). I was told at Nokia Care, Jeevan Shah, Jhansi (UP) that I have to deposit my battery for replacement. I deposited battery of my mobile phone (Battery No.:[protected]A22111102; Battery Code: [protected] [protected]) on[protected]. On[protected] I received battery of my mobile phone (Battery No.:[protected]A[protected], but the problem of very low battery backup was still persisting. On[protected] I again contacted Nokia Care, Jeevan Shah, Jhansi (UP) and I again told them my problem. I was told to submit my mobile phone to upgrade software of my mobile phone, I submitted my mobile phone on[protected] and I received my mobile phone on[protected] but the problem of low battery backup still persists.
On[protected] I again contacted Nokia Care, Jeevan Shah, Jhansi (UP) their, I was told to submit my mobile phone because they want to send my mobile to company for repairing. I again submitted my mobile phone on[protected] to Nokia Care, Jeevan Shah, Jhansi (UP) India and I received my mobile phone on[protected], but same problem of low battery backup was still persisting.
Sir, I think that there is some serious problem in my mobile phone which is not repairable and I requested to Nokia Care, Jeevan Shah, Jhansi (UP) India kindly replace my mobile phone as soon as possible.
On[protected] I again contacted Nokia Care, Jeevan Shah, Jhansi (UP) India and gave my problems in written. The Incharge of Nokia Care, Jeevan Shah, Jhansi (UP) India has denied to received my complaint and misbehaved with me
Thanking you.


Gaurav Nigam,
166, Outside Datia Gate,
Jhansi -284001 (Uttar Pradesh)
INDIA
Mobile No.: [protected]

I lost my Nokia N 73 mobile phone in Bus Route No - 73 near ITO around 20.00 p.m. on 13/02/08 . I have faced this problem one month back also at same place when my Nokia 6300 got theft. My N 73 phone details are as under -
Phone No - [protected](i have blocked this immediately) Airtel
Model No - N 73
IMEI No - [protected]

Please take immediate action about this. Please also give me Delhi Nokia Customer Care Contact Number.

The Nokia Care


Dear Sir,

I have purchased a Nokia Mobile Model N-76 on dt.29.12.2007, but it was failed to function at initial stage itself. This caused me to attend every now and then to your Nokia Care centre for its repair as detailed below : -

1. First time it was given for repair vide Job sheet No.[protected]/080115/32 dt.15.01.2008 and returned the same on the same day after rectification.
2. IInd time it was given for repair vide Job sheet No.794 dt.31.01.2008, but it was received back without proper rectification on dt.11.02.2008.
3. Again it was given on 11.0.2008 vide Job Sheet No.[protected]/080211/2 and the same has been commented with the fault that Automatic Phone Restart, BSNL SIM not accept, two time repeat failure Job No.31.01.2008/794, Job No.[protected]/080116/6, send to HCL.

I fail to understand what is the mistake I have done by purchasing a world repute Nokia Cell. The very purpose of spending such a huge amount for the cell has been miserably failed at the beginning itself. I am in bit of surprise how I could come over from such big trap, which I never experienced from any branded item.

Now you are really understood what the agony is going around with such a customer who always stood with a renowned and reputed Nokia hand set.

This is the pathetic face of a customer which I have described above, which no one cannot turn down or deny his right to have better performance of the instrument for which he had paid for.

I hope to have an immediate replacement of my hand set without further relying the period of rectification of cell and its performance.

Regards.


KAMAL KOTHARI
UDAIPUR, RAJASTHAN, INDIA
+91 [protected]

Dear Sir,
I have purchased the nokia N72 mobile phone in 30/03/2007 from M/S A to Z mobile, johnstonganj,Allahabad. U.P.T.T no.0382601 after the purchase the set was not working properly including the battery back-up .
The mobile was examined by the Nokia Care Center at Lucknow, they took the mobile and battery with them for 2 months,the battery bearing no. N503N1UC75380 (the battery which is supplied with the mobile set at the time of purchase)was replaced by battery no.0314F20842621.
Even then the phone and battery was not working properly so i have approched the nokia care centre at Allahabad,they checked and found the phone problem and circuit problem in the set and corrected it but problem in the battery could not be corrected. This step was taken within the warranty period.
Therefore I request the nokia care centre at Allahabad to replace the defects, treating it within the period of warranty,because it could had been replaced when it was given to your nokia care centre for removing the defects.
Nokia care centre at Allahabad refused to replace the battery because now it is beyond the warranty period. The battery should have been replaced by Nokia care centre at Allahabad when it was given within the warranty period. I therefore request you to replace the battery treating it within the warranty period.
Thanking You

M.Faiz D.Chandel
Assistant Review Officer,
Govt.Advocate Office,
HIgh Court,Allahabad
mob :[protected]

Address: 1398/1166 Old Katra.
Allahabad
India

Dear, Sir

I have received a SMS message from Nokia saying: Congratulation! your mobile no.has won (GBP) 300,000.000 pounds in the ongoing nokia mobile promo. For claims, call [protected] & email: [protected]@ europe.com

Is it real or scan? please advise...

Within the purchase of the Reliance Mobile from Reliance webworld - Mount Road ( 2505 Model ) , i had given it for service for 2 times to Raksha Impex, T.Nagar, based on the advice of the Reliance webworld customer care Executive.

It was the pathetic customer support from the Nokia care, the mobile number provided will never get atteneded & even the LAndline Number will get attended only after 25 tries..

I amreally fed up wiht this sort of service.

Within 3 months i was left without mobile for more than 23 days as it was under repair..

Really do not know how a professional company is giving a worst service support like this..

Sir/madam,
I purchased a nokia N70 mobile on[protected].Its bill no is 2892.Ipurchased it from Nokia priority(Bagga agencies,Gondia).Its IMEI no. is [protected].After one month its memory card get currupted.I submitted it to NokiaCare (vashi branch,Mumbai) and its job sheet number is :[protected]/080109/41.Now almost one month has passed and there is no positive response fom your side..I called your Vashi CARE number several times.They said that memory card was not in stock.Is this the case, that even after one month you couldnot find a single memory card in your stock. I entered my job sheet number in your website the reply was"NO DATA AVAILABLE".I SMS job sheet number to 5555.the reply was"NO DATA CONFIGURED".Are you doing your job?Do you really take care of your customer?Now tell me what should I do ????plz do something in this regards.

REGARDS,
ANUP PATLE
PTA PLANT
PTA INSTRUMENTATION
RELIANCE INDUSTRIES LIMITED.
MOB:[protected]

To Nokia care Msg dated 13/2/08


This refers to the telecon With With Mr ABID of Nokia Care on 8th feb 2008in response to my mail of 5th Feb2008 attached .

As per mr ABID I was informed That Mesers Cyberspace, Nokia Prioity Dealers, Nokia showroom located at Napean Sea Rd Mumbai 36 are Not Authorised to accept or repair my Nokia Phone during warranty period and so Nokia Company deems it as "tampered".

Firstly this info comes as a rude shock and I want your written confirm that Cyberspace Mumbai Is Not An authorise Nokia care Center . For your info They Have a display on their exclusive Nokia Show room Saying NOKIA Priority Dealer and Care Centre . If they are not authorised I would like to know the course of action you are going to take with them for deceiving Nokia Customers like me for accepting the cell which was under warranty period for repairs ???.

Do you not agree they have no businees to accept cells from Nokia Clients if they are not authorised by Nokia ???? What punative action are you going to take against them and since they are appointed by you , you cannot absolve yourselves from contractual liability. You are aware by law, the misdeeds of an agent are binding on the Principal. My cell is still lying with them and I await your reply
urgently.

I am contemplating legal action as well as taking up the matter with the consumer court.
Your aggrieved customer
Mrs K.Gandevia
[protected]


===============================
nokia complaint msg dated 5/2/07
After my conversation with mr Bhatt of yr end I left outstation and now I give herewith the details reqd by you

1.1.08 phone given to Cyberspace Telecom Nokia priority dealer . No job sheet was given to us.
on 2.1.08 phone returned to us saying repairs would be delayed
on 3.1.08 phone handed to Nokia care at Phoenix Mills under jobsheet MUM0318966 and phone was not accepted for repairs alleging it was tampered.
on 3.1.08 phone handed back to Cyberspace and jobsheet recd no[protected]/080103/2

on 8.1.08 Cyber space asks us top collect phone back saying it is unrepairable.
I have not yet collected the phone as I am awaiting your advise.
pl expedite
Thanking you
Kaiad Gandevia



REMINDER REMINDER REMINDER 12/1/08
============================
Dear Ms Durai I am awaiting your response to my complaint sent to you on 7th Jan as below . Please expedite. it is already 5 days and no reply recd from you . If I do noyt get a proper reponse I will take up the matter with the consumer socities as I feel I have been cheated.

[protected]-------
Monday, January 07, 2008 10:28 PM
Dear Ms Durai,

Thanks for your response.

Since you say you have not got all the communications to my complaint, I am attaching the full string of communications with me and customer care incase you are genuinely interested in going deep into a customer's complaint and willing to accept that there are glaring deficiencies with Nokia Customer care.

Also please note the latest developments of my case.

I returned the phone to Ms Cyber Space on 2.1.08.
They today inform me that they sent the phone to the main Nokia Care Centre at Phoenix Mills , lower parel and the cell is returned back unrepaired.
Today , ie. on 8.1.08 they have advised me that the cell is " un repairable" and I can come collect the phone back from them .

Isnt this kind of ridiculous ???? My cell which is well in warranty period is being returned back saying it is " unrepairable" and I am supposed to accept this with a smile and laud Nokia for its wonderful customer care ??? I have asked Cyber Space, your authorised service agents , to give me in writing that my phone is "unrepairable " but they are not willing to do this ........naturally ! Why cant they officially give me in writing ???? Is it that they will be caught on they wrong foot if I take a legal course of action. ??

Pl guide me what to do ? I want to know what next ????
thanks in advance.
Ms Kaizad Gandevia


--- Original Message -----
From: NokiaCare
To: [protected]@satyam.net.in
Sent: Monday, January 07, 2008 1:38 PM
Subject: Nokia - Kaizad Gandevia - N82 Service Provision


Dear Mrs. Gandevia,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to the service provision of Nokia N825. We understand that the incident of service provision of your phone has been very inconvenient to you and sincerely regret it. We have noted your concern regarding our Nokia Care Centres and will do the necessary investigation and action it accordingly. Please note that this incident is not a true reflection of our services. Our endeavor is to provide you with quality service and your feedback will help us in improving it further.

As per your correspondence, we comprehend that you wanted to share more information regarding the service provision of your phone. However, due to space constraint, we have not received the entire e-mail content.

We suggest you to submit your phone at Cyber Space Telecom, Mumbai and ask them to forward the handset to the higher level Nokia Care Centre for relevant service provision. We assure you that our technicians will examine your phone and assist you in the best possible way.

In case you are facing a concern in submitting the phone at the Nokia Care Centre, we request you to revert so that we can assist you in the best possible way. Please be assured of our best attention in resolving the concern in your phone.

We appreciate your patience and further solicit your cooperation.

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. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

Please help us improve our services by clicking on the following link:

www.nokia.co.in/caresurveys

Kind regards,

Revathi Durai
Nokia Care



From: MHELLY
To: NokiaCare
Sent: Saturday, January 05, 2008 12:30 PM
Subject: Re: Nokia - Kaizad Gandevia - N6300 Service Provision


Dear Mr Prashant,

Thank you for your reply.

On going thru the contents of your response I glean that you have not really addressed my problem at all . All that you have done is , sent me a standard cut-and -paste reply giving me a long list of rules which has no relevence to what has annoyed me .


I once again clarify below my specific problem and would like to focus your atten and request your reply to my specific problem . I would for the sake of record request you to pl mark a copy of your reply to the the Senior manager in Nokia Care to let him be aware of the going ons in Nokia Customer Care.



When I took my cell to Nokia Care at Phoenix Mills on 3rd jan 08 they refused to accept my cell saying that it was "TAMPERED" . When I explained to them that the phone was not tampered but only given on 1.1..08 to Nokia Ms Cyber Space Telecom Nokia Priority dealer, Napean sea Rd , Mumbai 6, they did not bother to check with Cyber Space and instead kept insisting that the phone was tampered.

Firstly , by doing this they showed total apathy to a Nokia customer's genuinity and just tried to pass the buck. A display of no consideration to a customer's word.

Secondly, when I asked that I would like to speak to the manager of the Service Centre they...... point blank refused !!!. This is a closed door policy of customer service and unacceptable by any standards.


Thirdly when I spoke to Nokia care at 30303838 , Mr Abhishek could not convince the service centre at Phonix mills to accept my phone. You may pl hear the recorded conversations .


I was forced to go from pillar to post and had to go back to Ms Cyber Space Telecom Napean sea Rd and tell them that the Main Service centre at Phoenix Mills refused to accept my phone. Ms Cyber space then tell me that they dont know how that could happen because when they checked my phone on 1.1.08 they claim to have entered their investigation report in the Nokia Main frame computer which would reflect at the Nokia Care Centre. Why this did not happen is anybodys guess. ???

I am forced into a situation where I had to return back the phone on 3rd evening back to Cyber Space who I believe will send it to The Service Centre at Phoenix Mills and then the service centre will investigate and send its findings back to Cyber Space. This is a classic case o[censored]nacceptable delay, waste of time , energy and money, making me run around in circles in the guise of " Customer Service ."

Even your response did not show any concern nor addressed the nature of my problem which reflects a poor understanding of customer's grevience . Its a joke that your last line asks me to contact the very Service Centre whom i am complaining about and one that refused to accept my Cell for repairs ????????:

I find a lack of Customer Service policy at NOKIA all over.

I await your response.
regds
Mrs Kaizad Gandevia
[protected]







----- Original Message -----
From: NokiaCare
To: [protected]@satyam.net.in
Sent: Friday, January 04, 2008 4:16 PM
Subject: Nokia - Kaizad Gandevia - N6300 Service Provision


Dear Customer,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to the service provision of your Nokia 6300. You may kindly note that 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 we request you to contact the Nokia Care Centre for further assistance regarding the service provision of your phone.

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. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

Please help us improve our services by clicking on the following link:

www.nokia.co.in/caresurveys

Kind regards,

Prashanth MM
Nokia Care


-------Original Message--------

From:
To:
CC:
Sent: Thursday, January 03, 2008 6:10:04 PM
Subject: Ask Nokia - India:: Customer Service



[THREAD ID :2-2QG1FL]


[Salutations:Mrs.]
[FirstName:kaizad]
[LastName:gandevia]
[DOB:13.09.]
[Gender:M]
[Email:[protected]@satyam.net.in]
[CountryCode:91]
[Country:India]
[Language:English]
[MobilePhone:[protected]]
[Model:Nokia_6300]
[Imei:[protected].551721]
[State:mumbai]
[Postal:400036]
[Feedback:Subject :- COMPLAINT ABOUT POOR CUSTOMER SERVICE AND REFUSAL TO accept PHONE FOR REPAIR IN WARRANTY PERIOD
===============================
I am extremely upset at the poor and unappropriate service I have recd from Nokia. I would like this complaint to be forwarded to the appropriate person for prompt action .

I purchased my phone from Ms Cyber Space Telecom Nokia Priority dealer,napean sea Rd , Mumbai 6 by cash receipt No 1053 dated 22-5-07.
The phone went out of order few days ago and on 1-1-08 I gave it to ms cyber space telecom for repair in warranty period. On 2-1-08 when i went to find the status , i was informed that the phone would have to be left for a number of days as the technicians were very busy and so they returned the cell back . Since I was in urgent need of my cell to be repaired on 3-1-08 I went to the main Nokia service Centre (Brightpoint India P Ltd) in Phoenix Mills, Lower Parel to hand over the cell there for repairs. After checking the instrument, the centre refused to accept the phone saying that there was un-autohrised "tampering" with the phone pcb . I was rudely shocked and explained to them that the phone was only handed to Cyber Space Telecom who was an Authorised Nokia Priority dealer and thus there was no question of tampering if the phone was handed to an authourised dealer and they could check out the facts with them. The Service centre point blank refused to accept my plea, nor check the matter with Cyber space and adamantly refused to accept the cell for repairs.The counter staff refused to even let me speak to the manager of the centre despite my repeated requests . In passing the buck they said I should speak to Nokia Customer care on 30303838. I immediately phoned up and spoke to one mr Mr Abhishek at customer care and explained my problem .I explained to him that I am being harassed for no fault of mine. I urged him to speak to the Service centre and instruct them to accept my phone .Mr Ab]

Subject :- COMPLAINT ABOUT POOR CUSTOMER SERVICE AND REFUSAL TO accept PHONE FOR REPAIR IN WARRANTY PERIOD
===============================
I am extremely upset at the poor and unappropriate service I have recd from Nokia. I would like this complaint to be forwarded to the appropriate person for prompt action .

I purchased my phone from Ms Cyber Space Telecom Nokia Priority dealer,napean sea Rd , Mumbai 6 by cash receipt No 1053 dated 22-5-07.
The phone went out of order few days ago and on 1-1-08 I gave it to ms cyber space telecom for repair in warranty period. On 2-1-08 when i went to find the status , i was informed that the phone would have to be left for a number of days as the technicians were very busy and so they returned the cell back . Since I was in urgent need of my cell to be repaired on 3-1-08 I went to the main Nokia service Centre (Brightpoint India P Ltd) in Phoenix Mills, Lower Parel to hand over the cell there for repairs. After checking the instrument, the centre refused to accept the phone saying that there was un-autohrised "tampering" with the phone pcb . I was rudely shocked and explained to them that the phone was only handed to Cyber Space Telecom who was an Authorised Nokia Priority dealer and thus there was no question of tampering if the phone was handed to an authourised dealer and they could check out the facts with them. The Service centre point blank refused to accept my plea, nor check the matter with Cyber space and adamantly refused to accept the cell for repairs.The counter staff refused to even let me speak to the manager of the centre despite my repeated requests . In passing the buck they said I should speak to Nokia Customer care on 30303838. I immediately phoned up and spoke to one Mr Abhishek at customer care and explained my problem .I explained to him that I am being harassed for no fault of mine. I urged him to speak to the Service centre and instruct them to accept my phone .Mr Abhishek's customer sevice was most dis satisfactory and so was his attitude.At one stage he even had audacity to tell me "You dont understand English ???" After a marathon conversation , which I believe is recorded at Nokia , he said he did not have the authority to either get the service centre to accept my cell for repairs nor could he take up the issue with Cyber space who though being Nokia authrised dealers have allegedly "tampered" my cell.

His golden words of advise was to pass the buck from his predessors and ask me to write to Nokia on the web site which I am am doing now.
Apart from the agony of having a dead phone , I feel I am a harassed Nokia Customer being made to run from pillar to post.
This sort of customer service is most disturbing. Someone heading Nokia has to take reponsibility for the injustice on customers ?? If Cyber Space Telecom are not authorised to "tamper" with cell during the warranty period then strict action must be taken against them. Why must a customer be made to suffer.

I would appreciate an immediate and appropriate response please.What do I do now to this dead Nokia Phone ?
thanking you yours sincerely
Mrs K. Gandevia

[protected][protected][protected][protected]


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-------Original Message--------

From:
To:
CC:
Sent: Sunday, January 06, 2008 7:55:47 PM
Subject: Ask Nokia - India:: Customer Service


[THREAD ID :2-2QMTMZ]

[Salutations:Mrs.]
[FirstName:kaizad]
[LastName:Gandevia]
[DOB:..]
[Gender:F]
[Email:[protected]@satyam.net.in]
[CountryCode:91]
[Country:India]
[Language:English]
[MobilePhone:[protected]]
[Model:Nokia_6300]
[Imei:[protected]]
[State:mumbai]
[Postal:400026]
[Feedback:Dear Mr Prashant,

Thank you for your reply.

On going thru the contents of your response I glean that you have not really addressed my problem at all . All that you have done is , sent me a standard cut-and -paste reply giving me a long list of rules which has no relevence to what has annoyed me .


I once again clarify below my specific problem and would like to focus your atten and request your reply to my specific problem . I would for the sake of record request you to pl mark a copy of your reply to the the Senior manager in Nokia Care to let him be aware of the going ons in Nokia Customer Care.



When I took my cell to Nokia Care at Phoenix Mills on 3rd jan 08 they refused to accept my cell saying that it was "TAMPERED" . When I explained to them that the phone was not tampered but only given on 1.1..08 to Nokia Ms Cyber Space Telecom Nokia Priority dealer, Napean sea Rd , Mumbai 6, they did not bother to check with Cyber Space and instead kept insisting that the phone was tampered.

Firstly , by doing this they showed total apathy to a Nokia customer's genuinity and just tried to pass the buck. A display of no consideration to a customer's word.

Secondly, when I asked that I would like to speak to the manager of the Service Centre they...... point blank refused !!!. This is a closed door policy of customer service and unacceptable by any standards.


Thirdly when I spoke to Nokia care at 30303838 , Mr Abhishek could not convince the service centre at Phonix mills to accept my phone. You may pl hear the recorded conversations .


I was forced to go from pillar to post and had to go back to Ms Cyber Space Telecom Napean sea Rd and tell them that the Main Service centre at Phoenix Mills refused to accept my phone. Ms Cyber space then tell me that they dont know how that could happen because when they checked my phone on 1.1.08 they claim to have entered their investigation report in the Nokia Main]


[protected][protected][protected][protected]


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Monday, January 07, 2008 10:28 PM


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Copyright ©2007 Nokia. All rights reserved.
ry

Name: Dinesh M Malhotra
Phone Model: Nokia N73 Music Edition
IMIE#: [protected]
Warranty Status: Under Warranty
Date of Purchase: 12/8/2007

To,
Brightpoint India,
Mumbai Branch,
Maharashtra.

Subject: Persisting issues with Nokia N73 and shoddy customer care service

Respected Sir/Madam,
I Dinesh M Malhotra am writing this letter with intent to make you people aware about what your customer goes through when he submits his Mobile Phone at your Nokia care Sub branch (Vashi Telecom). This Letter in no way blames only Vashi Telecom but the whole of the Nokia Support/Customer Service Team.

The Mobile phone I am submitting today is not a new comer at your Service Center. If I am right in doing math then I should easily say it has been running from your Sub branch to Head Office and back from may be past-30 - 40 days. Till now ‘2’ Job-Sheets have been filed on the current mobile phone and under the same job sheets the cell phone has been returned for the same problem for ‘6’ times. But the problem still persists and your Tech person will testify to it when he sees my mobile phone and takes it back again today at Head Office for service authentication.

Equally I had raised my complaint @ Nokia Care Hotline
The complaint numbers were as follows:
2-2t9eyx
2-2ro2jh
Call ID: 2-2 tih9l

Now after facing so much Hardship, Humiliation and Sorrowful service from nokia (It’s even more than what I can describe), I have decided to surrender the mobile phone itself to Nokia Care i.e. Brightpoint for a full repayment of the money I have paid for this mobile phone or you can give me a Brand New replacement Mobile phone for the joke your company has made of myself. It’s too time consuming and problematic for myself to keep waiting for that one day that I would be happy being a Nokia Customer.

To sum it all up:
1: ‘6’ Times I have given my mobile phone back to back (not even using for full one day after each time I received it) for the same issue

2: The mobile phone is not being replaced (although I don’t want to stress on the point of replace but when they can’t repair it for sure then y not replace?)

3: I have used Sony Ericsson and Samsung before. Must say their warranty is
Good. Sony service people i[censored]sed to say they that the cell phone is repaired, then the cell phone has to be repaired and in case if the same problem still existed they used to do direct swap. (At least from my experiences I can vouch for it)

4: Nokia customer care people i.e. people from nokia care service center and
Customer care both say they can’t help me in this matter , if the Head Office say it’s repaired then it’s not our concern. (I am just giving the cell phone back to u with the same problem….
Now! Can you please say to me or state how you people can claim this defective mobile phone to be repaired?)

5: I have spent over Sixteen Thousand Rupees to purchase this Nokia N73 Music Edition of yours and here is where the transaction of becoming a Nokia Customer has landed me.

Hence I want my money back i.e. REFUND or a Brand New Replacement N73 music edition Cell phone with my warranty extended for the period I have faced this humiliating service from Nokia`s 3rd Party service providers Brightpoint India.

Incase my Problem is not taken seriously this time, I intent to take this issue personally and approach Legal and Prosecutional support to overcome the pathetic service you provide as well as let everyone know how a well known company can misbehave with its customer when they don’t have the fear of law.


Yours Truly Dissatisfied Customer




PS: you can also verify all the above from the mails Sent at the address [protected]@hcl.in dated 14-jan-2008 as well as [protected]@brightpoint.co.in, service.[protected]@brightpoint.co.in dated 11-feb-2008 from the Mail id : [protected]@gmail.com.

My Jobsheet Numbers:

[protected]/080115/20 ( Vashi Telecom )

This is to bring to your kind notice that i had purchased a cellphone "Nokia 5610" on 22nd December 2007.

Upon completion of only one months time the phone developed a malfunction with the "display going blank" and also a "hang problem".

I deposited the cell at Nokia service centre "Aryans Communication, Jaiswal Complex, 6B, Park Road, Lucknow-226001" on 22nd January 2008 and was told to wait for a period of one week.

Even after passage of one weeks time the phone was not repaired and i was made to wait for another 4 days.

I received the phone on 2nd February 2008 and was shocked to find the "same problem still present", even after waiting for such a long time and minimal usage of my newly purchased phone i was still facing the same problems.

I again deposited the phone with the service centre i.e. on 2nd February 2008 and am really very unsure as to what to expect.

The job sheet number is "[protected]/080202/106".

My faith in Nokia has been totally shaken by this incident and also by the standard of customer service i got.

Hoping to get a speedy response.

Thank you.

battery drains fast

Sir,
Let me introduce first.Iam rahul.I have the handset nokia 6111.I like to change its cover.But unfortunately it is not avaliable here[kerela[kottayam]].What will i do?Plz find a solution for this.
Hopefully
Rahul