Here is a story of my friend who had some horrible experience with Nokia service station in India For the past 3 months, I have been undergoing a harrowing experience with Nokia Care and thought of sharing it with you all so that you people do not undergo the same. I would like you people to forward it to your friends and spread the word around people. I am also looking at options of redressal through Media/Legal or other mechanisms available.
You can call me on 098455 89149 or mail me at vikasbhat@yahoo.com
So, here is my story -I had purchased a Nokia 3230, in the first quarter 2006 for Rs 12000. On 28th Oct 2006, I submitted my cellphone for repair with the Nokia Care Center -HCL Infinet Ltd, #100, 1st Floor, Bharat Complex, Opp. ICICI Bank, Infantry Road, Shivajinagar, Bangalore - 560 001 Ph: 65764395/6The jobsheet no was - 3100 110363. The delivery date was: 31st Oct 2006. I went to collect my phone on the following Saturday, 03 Nov 2006. I was told it has gone to Hyderabad for repair and I need to come again after 10 days. During this time I was NOT given any standby phone as that was not part of COMPANY POLICY. Nor did anyone bother to call me up to tell me the status of the repair.
My repeated attempts to call the center where met with either phone busy, not reachable messages. Anyhow, after waiting for 2 weeks without phone, I went to the center with the hope that I would get my phone. Of course I did, but then the phone I got had rusted cover, scratched beyond visible screen, half-open base, rusted hands-free socket in which the hands free plug would not go in, and as is the norm, I was told that I had given the phone in such condition. After showing them that the handsfree was rusted, base was half open and the phone repairquality was abysmal, one Mr. Ajai promised me that he would get me a replacement handset(a new one).
Again it had to be a 15 days wait for me since the replacement had to come from company headquarters in Hyderabad. So, he gave me a date of 30th Nov. Again, NO STANDBY PHONE. Again, I was without any phone, and already more than a month had passed.On 2nd Dec 2006, I went to the center again. I was told, that the phone has not come yet and I need to wait. Fed up, I thought of complaining to the higher authorities. Went to the nokia website with the hope of finding the email id of the managers or any top boss, but all I saw on the site was - the customer care phone number and email id.
Anyhow, I sent a mail to the customer care and also called them up. The complaint got registered(Case No: 2-1NNBCL) and I was told that within 48 hours someone from Nokia will get back to me. But 48 hours changed to 72 hours and I didnt get even a single call, I thought of calling them up again. Again another executive, another standard response of someone calling me back in 48 hours and another wait going way beyond 48 hours. Upon asking them to give me contact details of a senior manager or branch manager or some higher authority - Another standard response - "We are not authorized to divulge such information". Upon enquiring regarding the delay in getting a replacement, I was told it is out of stock. Well is that a customer’s headache? Could I not be given a standby phone?
Could I not be given any other phone in the same budget range? Finally, after repeated calls to the customer care, one Mr Nagesh called up and started following up the case closely. He asked me to visit the center and speak to the center manager - Mr. Rajesh Nayyar. So, on 28thDecember 2006(Exactly after 2 months of giving the phone), taking a half day break from office, I went to the center. Mr Rajesh told me a new story. He saidthat the handset was not approved for replacement and it had come back. He was not aware of it.(Can you believe it?).
So he told me that he will again send it for replacement. I asked for a standby phone again and this time suprisingly I was given one(Wonder how the COMPANY POLICY changed so suddenly? By the way this standby did not work and does not work still). He created a new jobsheet(no - 3100124634) and the delivery date was 17th Jan 2007. So on 20th Jan 2007 I visited the center again and Mr Rajesh said the phone hasn’t come yet and will take time till 24th Jan 2007. Again, I let my patience get the better of me and on Wednesday I enquired from Mr Rajesh.
Response - Check by next weekend.(So, that would complete a 3 month obituary of my phone). I registered the complaint with customer care and again the standard response. Their customer care executive is supposed to be calling me by today( Doesn’t it sound like these guys have good sense of humour?). I am sure I am not the only one who has had such terrible experiences, but most of us do not voice our concerns and take action against such unprofessional attitude on the part of these MNCs, who provide us with, so called - "World Class Services".Warm Regards, VIKAS BHAT