Nokia India — Multiple issues in new Nokia Lumia 720 | |||
Ref: 1-[protected] [SR# 1-[protected]] Big issue with Nokia Lumia 720, people calling can't hear a thing. It has been 9 days since I raised this request and a month since I first turned my phone in for service. Completely frustrated with your service. I demand that you take back the phone and refund and compensate me for the inconvenience you have caused me. My email to Nokia care ... I purchased a new Nokia Lumia 720(Serial No: [protected]) from Croma in Bangalore a couple of months back. Within two months of purchasing the phone, there was an issue with the ringer. When someone called, I would hear no ringing at all. When I played music on the speakers, there was no sound. I didn't expect this in the least from such an expensive Nokia phone. When I gave the phone to Nokia Care centre in Bangalore (Ms Silk Technologies Marathalli), they fixed the ringer the next day, but managed to get scratches on the back panel and introduced an issue with the volume controls. Now even when I reduced volume to 0 sometimes I could still hear the music play on the speakers or headphone. After having waited an hour and a half, they asked me to leave the phone with them saying they will replace the back panel and fix the volume issues. I had to go back multiple times to Nokia care, leaving my phone and being without a replacement handset for days. I had called the Nokia contact centre number and raised an issue and requested that you replace the handset. However after days of patient waiting, the response from you was dismal. Ms Silk Technologies (Nokia care) called me the other day to inform that the phone was fixed again. They couldn't tell me what had gone wrong or how the issues were fixed. They simply said the volume issue is fixed and the back panel is replaced. When I reached the centre, I had to wait for an hour again before they handed me the phone. They had replaced the volume panel to fix the volume issue. However, instead of replacing the back panel, they had replaced the touch screen instead!!! Why replace a good, original working touch screen??????? They then asked me to wait and proceeded to replace the back panel. When I tested the phone again, I found that there was a defect in the touch screen they had replaced. They made me wait some more time before replacing the touch screen again. I don't understand why they replaced a good touch screen in the first place. Again I could detect faint marks on the back panel where they had tried to remove the touch screen. They told me they have to manually lift the touch screen from the back panel and that only your factory had equipment which could neatly detach the touch screen from the back panel. What nonsense is this!! While waiting at the service centre, I managed to speak to quite a few people around there who had issues with Lumia 720 phones. Clearly, you have some major issues with this handset. It was quite late in the evening before I was finally handed the phone. Please note, I now have a phone which is not even a couple of months old but which has the the following parts replaced -. ringer -. touch screen -. back panel -. volume controls Clearly this was a faulty piece that was sold to me requiring replacement of so many parts. Instead of replacing all these parts Nokia should simply have replaced the faulty handset. However I still decided to take the phone. Next day when I started receiving calls, people calling me complained they could hardly hear me and I could hear a good amount of static noise. I had to speak up real loud or even call them back. Further after some time, I was not able to hear anything when someone called. Can you imagine my horror. Somehow after restarting the phone, I was able to hear when someone called. However people are still complaining sometimes they can hardly hear me and I continue to hear the static sound. I'm completely frustrated at this point. I complained to Ms Silk Technologies and their response was that I leave the phone with them again. Thanks but no thanks, I have been running behind them and you since 3rd Dec. I can't afford to waste more time running between work and nokia care. The decent thing for Nokia to do at this point is to refund my money and take back the phone. I'm completely frustrated with this experience. I had expected a much more robust phone from Nokia, alas that has not been the case. Was this information helpful? | |||
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Nokia India customer support has been notified about the posted complaint. | |||
 7 Comments | |||
Comments
Dear Nitin,
Thank you for sharing your feedback with us. This will help us greatly to improve our service standards for you.
We have escalated this issue to the concerned team and we will get back to you with the closure soon.
Our customers’ satisfaction is most important to us and it is our constant endeavor to ensure the same.
Sincerely,
Team Croma
Thank you for sharing your feedback with us. This will help us greatly to improve our service standards for you.
We have escalated this issue to the concerned team and we will get back to you with the closure soon.
Our customers’ satisfaction is most important to us and it is our constant endeavor to ensure the same.
Sincerely,
Team Croma
Hi Nitin,
We have already forwarded your concern to the team. Someone will connect with you soon regarding the same.
Regards,
Nokia India Team
We would like to inform you that we are changing out contact email address to [protected]@nokia.com. Would request you to please write to us at [protected]@nokia.com going forward.
Locating a Nokia Care Centre (NCC) is very Easy !
SMS “NCC<space><City Name>” & send it to 55555, within few seconds you will receive the list of NCCs in that city.
We have already forwarded your concern to the team. Someone will connect with you soon regarding the same.
Regards,
Nokia India Team
We would like to inform you that we are changing out contact email address to [protected]@nokia.com. Would request you to please write to us at [protected]@nokia.com going forward.
Locating a Nokia Care Centre (NCC) is very Easy !
SMS “NCC<space><City Name>” & send it to 55555, within few seconds you will receive the list of NCCs in that city.
Hi,
Finally someone from Nokia called and informed that some "UI flex" has been replaced in the phone and that it should work now.
They are not able too explain to me what "UI flex" is, how it is connected to my voice not being heard at the other end. Why the so called "UI flex" went wrong (there were no issues with voice not being heard when I first submitted the set on 3rd Dec). The only explanation they could give was that since there was an issue with volume controls the "UL flex" was replaced. I still can't understand how "UI flex" which should fix volume controls is related to speech not being heard by the other side. To my understanding if they had said there was an issue with the mic and the same was fixed or replaced, that would sound more reasonable.
Clearly this shows Nokia ineptness in fixing/resolving issues. What guarantee do they give that there will be no other issues experienced now? It is a significant waste of my time travelling back and forth to their Service Centres. Having to explain the issues over and over. Completely reconfiguring the phone again with data, contacts, business account only to discover another issue.
The person who called me also assured that should I pick up the phone and should I face any further issue she would get it replaced.
Looks like Nokia has a 'policy' which allows for device replacement if the set is sent to them some 4 times.
Please note.
1st issue: Ringer. - Ringer Replaced but introduced issue with volume controls plus scrathes on back panel.
2nd issue: Volume Controls. Was resolved by replacing volume unit.
3rd issue: Scratches on back panel. Resolved by relacing back panel.
4th issue: Incorrect replacement of working touch screen. Resolved by replacing the touch screen twice.
5th issue: No sound heard at far end. "UI flex" replaced.
Number of trips to nokia care centres 4.
Sardosh, If I had raised separate issues or tickets for each of these issues, or collected the handset and then discovered an issue and gone back, you would have your requisite number of tickets/issues.
The only resolution I'll accept is that you refund and compensate me for the inconvenience caused. The set is with Nokia care centre. Please issue a full refund plus compensation to me.
Regards,
Nitin
Finally someone from Nokia called and informed that some "UI flex" has been replaced in the phone and that it should work now.
They are not able too explain to me what "UI flex" is, how it is connected to my voice not being heard at the other end. Why the so called "UI flex" went wrong (there were no issues with voice not being heard when I first submitted the set on 3rd Dec). The only explanation they could give was that since there was an issue with volume controls the "UL flex" was replaced. I still can't understand how "UI flex" which should fix volume controls is related to speech not being heard by the other side. To my understanding if they had said there was an issue with the mic and the same was fixed or replaced, that would sound more reasonable.
Clearly this shows Nokia ineptness in fixing/resolving issues. What guarantee do they give that there will be no other issues experienced now? It is a significant waste of my time travelling back and forth to their Service Centres. Having to explain the issues over and over. Completely reconfiguring the phone again with data, contacts, business account only to discover another issue.
The person who called me also assured that should I pick up the phone and should I face any further issue she would get it replaced.
Looks like Nokia has a 'policy' which allows for device replacement if the set is sent to them some 4 times.
Please note.
1st issue: Ringer. - Ringer Replaced but introduced issue with volume controls plus scrathes on back panel.
2nd issue: Volume Controls. Was resolved by replacing volume unit.
3rd issue: Scratches on back panel. Resolved by relacing back panel.
4th issue: Incorrect replacement of working touch screen. Resolved by replacing the touch screen twice.
5th issue: No sound heard at far end. "UI flex" replaced.
Number of trips to nokia care centres 4.
Sardosh, If I had raised separate issues or tickets for each of these issues, or collected the handset and then discovered an issue and gone back, you would have your requisite number of tickets/issues.
The only resolution I'll accept is that you refund and compensate me for the inconvenience caused. The set is with Nokia care centre. Please issue a full refund plus compensation to me.
Regards,
Nitin
Again a dismal response from Nokia. You don't have a policy to refund/compensate. I asked you which of your policies allow for inconveniencing the customer in this manner in an earlier point by point email. I received no response to that.
Once again you are incorrect in stating that I pick the set up from Silk technologies. If you assessed the case closely you would realise that the set is now with Samvradhi Technologies. Clearly this only shows that you have only attached a fleeting analysis to the case.
Please pay cognizance to the multiple replacements/repairs the set has had to undergo either because it was defective or thanks to poor/mis-handling by Nokia Service centre.
I'll request again that you assess this case. This is not just another customer asking for a replacement on a whim. I believe strongly my request for replacement is well justified.
and tell me why you consider the set shouldn't be replaced?
Also what guarantee do you provide that after I pick the set, there will be no further issues?
One of your representatives from the escalation department mentioned over the phone that this time around if there was another issue I needn't have to visit the service centre and that you would directly provide the replacement.
Can you give me this assurance in writing?
Frankly I don't want to waste any more of my time going all the way to your service centre, waiting for an hour or two, picking up the set, setting my data and configuration back up again only to learn there is another issue and I have to repeat the whole process again.
Regards,
Nitin
Once again you are incorrect in stating that I pick the set up from Silk technologies. If you assessed the case closely you would realise that the set is now with Samvradhi Technologies. Clearly this only shows that you have only attached a fleeting analysis to the case.
Please pay cognizance to the multiple replacements/repairs the set has had to undergo either because it was defective or thanks to poor/mis-handling by Nokia Service centre.
I'll request again that you assess this case. This is not just another customer asking for a replacement on a whim. I believe strongly my request for replacement is well justified.
and tell me why you consider the set shouldn't be replaced?
Also what guarantee do you provide that after I pick the set, there will be no further issues?
One of your representatives from the escalation department mentioned over the phone that this time around if there was another issue I needn't have to visit the service centre and that you would directly provide the replacement.
Can you give me this assurance in writing?
Frankly I don't want to waste any more of my time going all the way to your service centre, waiting for an hour or two, picking up the set, setting my data and configuration back up again only to learn there is another issue and I have to repeat the whole process again.
Regards,
Nitin
Dear Nitin,
As discussed and confirmed that the product is working fine and closed the complaint.
Trust your complaint with Croma has been resolved.
For any further queries or feedback, do feel free to call us on[protected] or e-mail us at [protected]@cromaretail.com
Complete satisfaction of our customers is most important to us and it is our constant endeavor to ensure the same.
Sincerely,
Team Croma
As discussed and confirmed that the product is working fine and closed the complaint.
Trust your complaint with Croma has been resolved.
For any further queries or feedback, do feel free to call us on[protected] or e-mail us at [protected]@cromaretail.com
Complete satisfaction of our customers is most important to us and it is our constant endeavor to ensure the same.
Sincerely,
Team Croma
Nokia India — Poor service
Hi this is Manoj Yadav, purchased a Nokia Lumia 520 (IMEI No.[protected]) on 11 Dec.2013. From the date of purchasing it heats up badly. I have submitted it to NCC, Aligarh on 27th Jan.2014. Till date I didn’t get back. Who will be responsible of this period.Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good
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Here is my further email to Nokia
Hi,
Someone from your escalations department called and said things like 'we can't keep replacing for everyone' and spoke at length about Nokia Policies and service.
Please pay cognizance to the below facts
- Cost I paid for the set is a premium Rs 18, 499/-
- Issues being experienced since 3rd of December.
- The set was hardly 2 months old when it started developing issues with the ringer.
- Your Nokia Care centre(M/s Silk Technologies) replaced the ringer and managed to spoil the volume controls plus got marks/scratches on the back panel where it joins the touch screen. I made two visits until now. Each visit took about an hour to an hour and a half.
[They informed they don't have the machines to neatly open the device. Really!! What Nokia Policies allow for your Service Centres being ill equipped. They couldn't/wouldn't tell me what the issue was with the ringer or why they had to be replace.]
- They asked me to leave the set with them.
- After much following up when I went to pick the set again. After another hour of waiting they gave me the set. I found the volume controls were okay. However the marks/ scratches on the back panel were still there.
- On asking what they replaced, they said "touch screen sir".
["Touch Screen" really!! Why?? At this point I lost all trust in your abilities to service effectively. There is a whale of a difference between back panel and touch screen. What Nokia Policies allow for such inefficiencies and blunders. I lost a good working original touch screen which I had protected with a screen guard.]
- Some more waiting and they proceeded to replace the back panel now.
- Subsequently when I looked closely, I could see a defect in the touch screen they had replaced!!! [Again What Nokia Policies allow for faulty parts replacing good original parts?]
- After more waiting, they then replaced the touch screen again. [Please note. Had I not noticed then, I would've had to make another trip to the Service Centre to get the screen replaced.]
- Next day when I tried receiving/placing calls, to my horror I realized people on the other end weren't able to hear me clearly. I ended up making multiple calls. [Don't Nokia Policies allow for handsets to be properly tested by your personnel or machinery before returning them to customers? I want to know what went wrong now? How was it that while fixing the ringer and volume controls that you introduced this issue?]
- I called The Nokia Care centre (M/s silk technologies) and informed them of this issue. They said they would call me back. They never did. [What Nokia Policies allow for such casual attitude and poor service towards customers?]
- I called Nokia Care / Raised another ticket with you on 21st Dec.
[At this point I'm convinced I don't want to continue this relationship with Nokia with all these hassles and ask for a refund and return of the set]
- Subsequently after a long and excruciating wait, someone called and informed they have escalated the case to the highest possible level and requested me to take the set to an alternative Service Centre and that in due course there would be a 'desirable resolution'. I made it ABUNDANTLY clear that for me the only desirable resolution would be a FULL REFUND and compensation or a REPLACEMENT.
- I've had to run multiple times to your Service Centres and have written several emails and spoken several times with your Nokia contact centre folks. [What Nokia policies believe in charging a premium and harassing and wasting a customer's time in this manner?]
- You now have the audacity to call me and tell me that you will not replace. That if you replaced, you would have to do so for any and everybody. How do you guarantee that this time you've fixed this issue and NOT INTRODUCED ANOTHER?
- It is the 7th of Jan today. More that a month since I've been experiencing issues and atleast 4 visits to your service centres. Numerous calls and emails. Is this issue still being treated as 'just another issue' and do you still believe I'm just another 'any or everybody' ?
Either the piece I was sold was defective OR in the process of trying to fix, the Nokia Care Centre had badly spoiled the set. In either case good ethics and to me good policies would dictate that Nokia do the decent thing and refund and compensate me for the inconvenience caused for the time I've lost or in the least replace the handset.
If such a case had risen anywhere in Europe or the the US, would you speak the same policies then? Why do you take your Indian customer for granted?
In Summary now, you have replaced
- the ringer
- the back panel
- the touch screen (twice)
- perhaps the microphone now
- God know what other parts will follow.
Wouldn't it be easier and simpler to replace the handset, rather than replacing it piece for piece?