[Resolved]  Nokia India — Serious complaint about non-replacement / repair of Nokia Lumia 530

Address:

Nagpur, Maharashtra

Sir / Mam, I am extremely pained to note the poor service of the Nokia vendor and its service centre. Ms/ Tristar Retail Concepts P. Ltd. Nokia Priority Partner Shop no. 16 & 23, Ground Floor, NIT building WHC Road, Dharampet. Nagpur - 440010 Chain of events :- [ 3rd Sept. 2014 ] Purchased a brand new Nokia Lumia 530 at around 18.59 Hrs from above Vendor. Bill no. 403 dated 03.09.2014. - MRP : Rs. 8199/- (Net : Rs. 7400) IMEI No. [protected] EAN Code :[protected] On the same night while opening the case for replacing the SIM card, the touchscreen cracked. [ 4th Sept. 2014 ] Immediately i contacted the vendor personally in the evening and requested him for free of cost replacement on the basis of it being a manufacturing defect. Vendor refused to accept it as a manufacturing defect and advised us for replacing the touch-screen which would cost an additional Rs. 2500 to Rs. 3000/-. He also informed that Nokia Lumia 530 is a new product and spare parts are yet to be available anywhere. Hence it would take around 20 days to replace the touch screen. [ 5th Sept. 2014 ] I handover my handset to the Vendor and requested him to get the touchscreen replaced We requested him to keep us informed about the repair. [ 3rd Oct. 2014 ] After receiving no information even after a month, I rang up the Vendor and was disappointed to note that there was no concrete answer about my handset. He said that the spare part is yet to arrive and it will take some time. But no deadline given. Vendor said that he would update me on monday. [ 7th Oct. 2014 ] On getting no call from the vendor or customer care i lost my patience and came to know that the handset was lying with the vendor from 5th to 17th Sept. 2014 as the Nokia Care, Gandhibagh Centre did not receive the job till 17th Sept. Job card created on 17.9.14 : Job sheet no.[protected] My SERIOUS GRIEVANCES :- 1) How can a renowned company like NOKIA launch a new product without making available its spare parts. 2) If so, why was the customer not told about this problem before buying. Why was the customer not told about paying for AMC to cover for such risks. 3) Even after a period of 35 days, there is no information as to when i will get back my repaired handset. Why such a poor service. 4) We buy products from a direct Nokia company shop rather then any other third party / dealer to avoid such nuisance. But service offered by the company store is equally very poor and pathetic. MY ASSERTIONS :- Who will pay for my loss of time and money invested in the product without using it for more than one month. I have got no value for my money paid. My capital is blocked with you. Since the handset has not fallen down it would definitely be a manufacturing defect. Under the above circumstances, I would request you to kindly advise the above Vendor to provide me a free of cost replacement, failing which I will take up the matter at the highest level. I hope you would not like any customer to spoil the repute of Nokia or its related service provider. Awaiting your prompt reply. (Mrs. Raji Srinivasan) Nagpur. [protected] [protected]