Nokia India — Touch Screen Broken - Lumia 720

Address:

Mumbai City, Maharashtra

Hi Nokia India, I had been a hardcore fan of Nokia and had never used any other Brand Except Nokia in the past 15 years, even today I have 4 Nokia mobiles at home. But this is the first time I regret buying Nokia Lumia 720. I bought Nokia Lumia 720 September 2013 and had used it for more than a year, in first year itself it started giving problems line phone was getting hanged / volume key not working etc... I visited Nokia Care at IRLA Andheri and got the same repaired (the experience was not that great). I enquired about extended warranty but no one helped me, rather I was discouraged. Later in Nov’14 first week touch screen started giving problems, lower part of the screen was not responding. I visited Nokia Care at IRLA but again response was pathetic, I was told touch screen and panel comes together and has to be replaced and the new one would cost around 7.5 K and would take around 3-4 working days. I was not convinced I checked online and found that touch screens are available in the range of Rs.1500/-, I visited other Nokia care centers and everyone is asking for around 7.5 K plus minus 100 odd rupees. I realised couple of my friends who were using Nokia Lumia 720 were facing the same touch screen issue post end of warranty period. This was enough to convince me that the life of touch screen is hardly a year. Based on my trust on the brand and its service levels I decided to get the same replaced thru Nokia Care Center and on 7th Nov, I got the touch screen replaced from your Nokia Care at Borivali West, Yesterday I was sitting at home and was having a cup of tea and my phone slipped from my hand, when I picked up the phone screen was broken. It was shocking as, I heard a lot about its glass quality – Gorilla Glass which doesn’t break easily, moreover my phone was with Flip Cover. It is hard to believe that how can a Gorilla Glass touch screen got broken, that too with a flip cover and a fallen from a mere height of 2 feet. This clearly indicates either the touch screen was not properly fitted or it was of sub standard quality. Looking at the complaints, I believe lot of people are facing such problems, I now regret the day when I decided to get my phone repaired at a bomb price of Rs.7.5K, I should have opted for a new phone. Firstly I don’t understand why someone should pay Rs.7.5K for a 16K phone. Secondly, I have doubts on the capabilities of your Nokia Care executives. I suggest, since you are charging heavily for such repairs, you should give an option to the user for replacement of damaged phone with a new one. Although I am a die-hard fan of Windows Mobile, I believe I have no other choice besides moving to other brand with Android or any other OS. I still have one Nokia C7 and using the same for the past 4 years without any problems. I strongly believe that you as an organisation had compromised on your core strengths i.e. product quality and service as a result people had moved to other brands. I want my phone to be repaired free of cost, as It is hard to believe that how can a Gorilla Glass touch screen got broken, that too with a flip cover and a fallen from a mere height of 2 feet. This clearly indicates either the touch screen was not properly fitted or it was of sub standard quality. IMEI No of my Noka Lumia 720 is [protected] Please revert with a solution asap... Warm Regards Ashu Agarwal M : [protected] / [protected] E: [protected]@yahoo.com