[Resolved]  Nokia India — Mobile Device not getting replaced due to damage in the new phone purchsed 18 days back.

Address:

Jaipur, Rajasthan

Hi, This is to inform you that I purchased a Microsoft Lumia 535 Dual Sim mobile phone on 30th Nov’14 from a Nokia Priority store located in Gaurav Towers, Malviya Nagar Jaipur (Bill No.-052). But unfortunately after 18 days the mobile phone display went off and the device could not be switched on. I went to the Nokia Care Centre located at New Sanganer Road, Jaipur and asked them to get the phone replaced after explaining them the problem, but they bluntly refused to help me and asked me to speak to the customer care via phone. Then on the same day I spoke to one of the customer care executives named "Shikha" and told her about my concern and very specifically informed her that I don't want to get my phone repaired but only want a fresh replacement for same. She then suggested me to deposit the device at the Nokia Centre only and assured me of forwarding the complaint further. As suggested I deposited the phone at Nokia Care (Jobsheet No.[protected]/141220/045)and again informed back the customer care executive the next day that the device has been deposited and again reminded them that I don't want any repair but only want it to be replaced. After few days when I did not receive any revert I called up the Nokia customer care again and asked them about the status. I was again informed that the complaint (Complaint no:- 1-[protected])has been forwarded and I would be contacted very soon, but again even after 2-3 days I did not receive any status update. When I again called up the customer care on 26th Dec'14, I was asked to give them some time and call back again on 5th Jan'15. As requested I called back again on 5th Jan'15 and was informed that the my mobile phone has been replaced and dispatched on 2nd Jan'15 and would be informed once it gets delivered to the Nokia Care located at New Sanganer Road Jaipur. Today at around 5:45 pm I received a call from the Nokia Care that my phone has been replaced and I can collect it now. When I reached the centre to collect it I was shocked to see that even after waiting for 18 days and going through all the mental harassment I was being given a device which was neither looking new from anywhere nor in a box rather was already looking used with a screen guard pasted on it. Thus I refused to accept it and returned back. I do not understand that even after mentioning it very clearly in every conversation I had with the customer care that happened in the last 18 days that I need a replacement for my phone, I was not given a seal packed mobile phone device in place of my damaged phone and was handed over a used mobile phone. Thus i would request you to kindly have a look at my complaint and help me in sorting out this issue. Thanks and Regards Abhishek Vats +91-[protected]