Nokia India — extremely bad support and repair
MuMukul Dube on Oct 18, 2019
I bought a nokia 2.1 phone from amazon.in on 1 dec 2018, and it was delivered to me the next day. It is a low end device, but it was affordable and did what i wanted. Early in september 2019 it developed problems with sound: what i said into the microphone did not reach the number to which i was connected although i could hear the other side. There were no audible indications of incoming calls or messages or of alarms. Saved music files played as they should. As the phone was within the warranty period, nokia service told me that the phone would be collected from my home and returned after repair — all at no cost to me. This pleased me: but the reality turned out to be a nightmare. A man from the courier service (Ecom express) collected the phone on 9 sep 2019 but brought it back two days later saying that there was no imei. The phone has two imeis, but the courier people did not know how to find this information. When i told them about this, they sent a young and clearly ignorant employee who only took photos of the phone and paid no attention to what i tried to say. He left without a word and the phone stayed with me. I had to make still more phone calls (Having put one sim card in an older phone, also by nokia) and complain on the web site before things moved. On 13 sep, an older man came and took away the phone. I was delighted when it came back on 19 september with a job sheet saying "repaired". Indeed my speech was reaching the other side and the sound was working. However, whatever was done to the sound system created a new phenomenon — unwanted sounds some time (30 minutes or more) before each alarm that was set. There were also unwanted sounds after the alarm (Which worked correctly). On 6 october i sent an e-mail message about the matter to [protected]@hmdglobal.com (Hmd, also of finland, now owns the nokia brand).in reply, someone wrote back saying that the phone would be picked up from my home. When this did not happen, i "chatted" with people on the support web site several times until finally i was told, yet again, to take it to the nearest service centre. I had told them, more than once and in writing, that i am 69 years old and a victim of parkinson's disease, but they insist on telling me to run around town to have something set right which they had messed up. My first cell phone was a nokia, as was my second. The first gave trouble, but it was quickly fixed. The second never needed repair. After that i switched to another brand because nokia had closed down. When the brand appeared again, this time owned by hmd global, i was quick to buy what suited me. I now know that the new nokia is nothing like the original nokia.
[Oct 18, 2019] Nokia India customer support has been notified about the posted complaint.
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