To
The Customer Care Manager
The Mobile Store
India. We have made the following purchase from your outlet at ANNA NAGAR, CHENNAI 600 040. Name of the Instrument: ASHA 311
Name of the manufacturer: NOKIA
Date of Purchase: 24th of March, 2013
IMEI NO: 345619058183608
INVOICE NO: 39220/8706234
STORE: 1128
We started using the mobile since then and we were finding difficulty with the touch screen as it didn’t move/alter or whatsoever movement it may be. The battery drained within half hour. Went to the mobile store on 30th of April, 2013, where it was purchased and was treated shabbily and driven to NOKIA SERVICE CENTRE. Over there at NOKIA CARE CENTRE, on 30th of April, 2013, shocked to learn that the warranty is only up to 24th of December, 2013 as against 24th of March, 2014 as we had purchased on the same date one year prior. The reason given to us by NOKIA CARE CENTRE was that the instrument purchase was logged in on 24th of December, 2012 with NOKIA. I came back to mobile store and explained for which they asked us to what ever we could do. I feel that I had been sold a sub standard instrument with deficiency in service from your store. To add insult to the injury, I called up your customer care and spoke to one Mr Tavesh(irony is that all the 5 times I followed up, he only picked up my phone), who registered a complaint with a reference no MSCO 10015932, mentioning that within 72 hours it will be set right, and this was on 30th of April, 2013. On Sunday, 5th of April, 2013, I called Mr Tavesh, since it was more than 120 hours, no one called me up. For which Mr Tavesh said that the complaint cell will not work on Sunday. (pls refer you website which mentions 10AM to 10PM on all days including Sundays, with no reference to complaints). I called your call centre today i.e., 6th of may, 2013, and as usual Mr Tavesh picked up the call and asked me to call by 1 PM today, stating that no one is available in the complaint cell. After few exchange of good conversation he said, “definitely before 2PM, today(6th of May, 2013) that some one would call me. What type of call centre handlers you have put in, who could not even give concrete information, or is it the training imparted by you, is sub standard? Can you please attend me or at least acknowledge this mail, so that I feel that it will be a good case of ‘DEFICIENCY of SERVICES’ if not forgery of sales purchase.