[Fwd: The defective 7370 handset.]

[sunil]

Dear Dave,

it is ridiculous to receive such  a reply and feedback from a customer to whom you had satisfied once. It is very clear now that the handsets being thrown in the Indian market are just the junk pieces and your company is trying to cash on the advertisement sales. You are interested in volumes at low cost but not the company's reputation.

We feel that it is time now to go public on the issue of defective hand sets being thrown in the market. Just replacement is not the answer. You just do not realize how much time one has to spend with the hassles of complaints and then replacement. The normal routine gets disturbed, you start feeling that some part of your daily routine is missing and develops a sense of mental harassment. Reasons being that you decided to purchase a NOKIA handset.

you had informed me that you have discontinued with HCL, then how come he has cropped up again?

It is quite strange to learn that the company authorized centres are selling / trading the defective hand sets, that proves that there is some serious problem in the company.

BR

Sunil

To, yahoo group members,

Dears friends, Beware to decide to purchase the NOKIA mobile hand sets. They are junk and we have come to this conclusions after lot of complaints to us. If you have any complaint please write to us.

Sunil Prakaash

-------- Original Message --------

Subject:	The defective 7370 handset.
Date:	Fri, 11 Aug 2006 14:02:15 +0000 (GMT)
From:	rm...@eth.net
To:	pinky....@nokia.com
CC:	sunil prakaash <in...@consumer.org.in>

Ms. Pinky,

You will agree that I have been unfailingly courteous & patient so far. However, I’m afraid, I must come to the conclusion that Nokia does not respond to polite interlocutions. I bought the new 7370 handset at your suggestion, since HCL was unable to repair the previous 8250 handset, despite carrying out 3 repairs, during the warranty period. You might recollect that I had articulated my apprehension even then that any other handset I bought would entail my suffering the same treatment as earlier, at Nokia’s hands.

Though you did attempt to address my problem with the 8250 handset, true to my concern, even the new 7370 handset you arranged for me turned out to be defective within two days of purchase. Again, at your request, I took the set to HCL, who confirmed the defect to Anupama from your office. Anupama then assured me that she would get back to you & arrange for the defective set to be replaced. This was last Tuesday & I have not heard from you or your office since then, without my having to pursue the matter. As I said once earlier, it has become a part of my daily routine now that I need to call you every morning to push Nokia to fulfil its legal & moral obligation. I have been doing this now for over thee months & I am exasperated at Nokia’s callous disregard for consumers’ suffering. It seems that Nokia expects me to sit back & wait for the company to deign its benevolence upon me. I am now at the end of my tether. Kindly arrange to replace the defective 7
370 handset at the e
arliest.

I had hoped that this issue could be sorted out amicably. However, if Nokia wishes to escalate the issue, I am now more than prepared to do so. I do not like resorting to uncivil behaviour, but you leave me with no alternative. 

I await a response from your end. 



Best Regards,

Ranjan Mago

[Bejon Misra]

I fully agree with Sunil and such attitude of big brands should get exposed at the earliest. Consumer VOICE is prepared to take up such matters on your behalf. Please do write more on such issues to me. With warm regards.

 

Bejon Misra, CEO

www.consumer-voice.org

[Shalini Baisiwala]

Dear Consumer Voice / Mr. Misra,

Its great to see people like you and Mr. Sunil Prakash doing so much on behalf of the consumer. I am another consumer who has been duped by NOKIA and have been trying to get them to listen but to no avail. Now my one and only recourse is the consumer court.

 

Below are the details of my case:

 

 Dear Mr. Woolfenden

 

I am a Nokia consumer who was harassed to no ends by HCL INFINET - supposedly an 'authorised NOKIA service centre'

My complaint is listed below should you feel like going through it. I am utterly shocked and horrified at the way NOKIA has behaved with me  - whether it was HCL , or customer care helpline or Ms. Pinky - all of them brazen , brash and least uncaring of the hassle a consumer is going through to get a set repaired/replaced which is only 6 months old; which means its still under warranty.

 

I think NOKIA has fallen in bad days to resort to such tactics and ignore customer satisfaction!!!!!

 

I have now approached a legal cell and am waiting my turn to file a case of fraud and harrassment against NOKIA and its authorised authorised service centre and get justice. My handset is still with HCL Infinet and I have the jobsheet with me.

 

I have wasted 2 months in trying to make people at NOKIA understand my problems - but all were either deaf or couldnt be bothered less. The amount of harassement by the customer care cell was not funny - you need to hire staff trained to handle the phone and understand the customer compaint - not have IDIOTS handling the calls who dont understand simple things and have to 'get back to you' for every litttle query but in reality they almost never do call back.

 

I have been thouroughly mad at NOKIA and now cant wait to have this case heard in a court of law.

 

I am sure my email to you is a waste of time as well - its been to Ms Pinky,etc ... and like them you are not going to be bothered by this.

 

But I thought  you should know how 'sadly' NOKIA is behaving in INDIA and rival phone companies are taking an edge over NOKIA - which is a sheer pleasure to see. I have been advocating against NOKIA to all my friends and family and myself have switched loyalties to MOTOROLA.

 

Nokia needs to take a leaf out of MOTOROLA's book of customer satisfaction.

 

But to do that, Nokia would have to climb down and get over its ARROGANCE.......

 

regards,

 

Shalini Baisiwala

 

 

---------- Forwarded message ----------
From: shalini baisiwala <sbais...@gmail.com>
Date: Jul 26, 2006 11:06 AM
Subject: Nokia 3230 - faulty handset
To: ce...@wilnetonline.net, manubh...@hotmail.com
Cc: sunil < sam...@gmail.com>

 

Dear Sir,

 

I have been referred to you by Mr. Sunil Prakash from Consumer Forum, New Delhi. I need your help in filing a case agaianst Nokia and its authorised service centre - K-25 LAJPAT NAGAR, NEWDELHI as they have reneged on their product warranty and misbehaved with me in the process.

 

The details of my case are as below:

 

1) I had purchased NOKIA 3230 from Advent Telecell - H.O. A-48, Mahendru Enclave, GT Karnal Road, Delhi - 110003 (invoice no 862) from Mr. Ankit - 9818080100 on 04/09/05. (IMEI No: 355694005581401). 

 

2) The set stopped working around 13th march 2006 and I contacted the service network for Nokia and was directed to K-25, Lajpat Nagar. The support staff there was very rude and incompetent and consequently I left without giving them my handset.

 

3) Next, I went to a Nokia care centre S-8, Green Park on 16th march 2006 they took my phone ( job sheet number 7508) and asked me to return in 4-5 hours. When I returned I was told that they will have to send the phone to the company as they are unable to repair it. So, either they send it to the company or I should take it to K-25 Lajpat Nagar.

 

4) I then handed over the phone to the dealer and asked him to get it repaired. They submitted the phone to K-25 Lajpat nagar from where the software was updated and the phone was returned back to dealer—they were told that the phone is fine now. But when the dealer got the phone back, it again switched off. He again submitted the handset to K-25 Lajpat nagar ( jobsheet no 1500126142) and after this K-25 Lajpat nagar have started to claim that the phone has been tampered with.

5) the reason K-25 is claiming that the phone has been tampered with is because its been opened before. Well since it was submitted once to S-8 Green park – an authorized customer care center and once to K-25 Lajpat Nagar – another authorized service center – isn't is possible that one of them opened it? And for this I am being harassed by NOKIA who refused to have anything to do with this set and returned it to the dealer without repairs.

6) I called up the Gurgaon office of NOKIA and faxed them the details of  my complaints - this was sent to Ms Diana who further sent it to Ms Pinky. the handset was again deposited back to K-25 Lajpat Nagar (job sheet no 1500129217) after the intervention of Ms Diana who asked me to submit it once more.

7) In all this time, I requested for a standby handset as I was facing a lot of problems due to this but no one listened. I was made to run between the service centre, call centre and Ms Pinky. I finally rented a handset and then later purchased one when nothing else happened.

7) After this Nokia people have been calling me up but havent been able to settle this issue satifactorily. They even sent me an offer which Mr. Prakash has rejected straight away and I agree with him.

 

I am extremely angry with the way NOKIA and its executives have been behaving with me since day 1. This company has gotten too big for its boots and think it can get away with cheating the consumer.

 

My original handset is still at NOKIA service centre.

 

Please help me file a case against them in consumer court so that I can get a proper hearing and some justice. I am attaching the emails between me and Ms Pinky.

 

Kindly advise how to take this forward.

 

with regards,

 

Shalini Baisiwala

 

9810758347

__________________________________________________________

 

Written on april 28th 2006

 

Dear Ms. Pinky,

 

I am amazed at your acknowledgement - I have been faxing letters regularly to the Gurgaon office of Nokia and also been speaking to a Ms Diana there who confirmed receipt of all these faxes as well as informed me that she has forwarded these to  a 'Ms Pinky'. I am not sure as to whether you are the same person as referred to by Diana. I have written a number of emails to nokia care which I will just forward to you for your information as well.

Nokia authorised centre has refused me service on flimsy grounds to save themselves the hassle of compensating the cutomer as the handset owned by me was defective. They made me run around and were rude to me whenever I spoke to anyone of them.

 

I have 4 job sheet numbers as I have gone 4 times for the same complaint plus a written letter in which K-25 has refused to service my handset.

 

I have been speaking to various people on the helpline ( Asif, Manoj, Navneet, etc) - all of whom assured me of prompt service but were infact following routine procedure of keeping the customer hanging and hoping that the customer will go away after being frustrated with NOKIA'S delaying tactics.

 

I have been chasing Nokia since 13th march 2006. I dont know about you, but my business has been hampered a lot due to the fact that my cell phone was in repairs. I requested NOKIA time and again to atleast provide me a spare handset in the meantime. But ................

 

I finally went and first rented a handset as I was sure that mine would be returned soon to me.

Then as time went by I realised that no one is bothered and I will have to wait for an eternity for my handset. So, I have now bought a new handset.

 

Nokia will now have to compensate me for all the harassment, rental for a month on a handset, and the cost of the new handset I have purchased. And will have to tender a written apology for their misbehaviour towards me. The apology is also due from k-25 lajpat nagar, Mr. Dilip and Mr. Gaurav for their brashness on the phone to me.

 

I refuse to deal directly with Nokia as so far I have faced a lot of rudeness and brashness.

 

I had informed Ms Diana that if Nokia - Ms Pinky is unwilling to speak to me direct, I will have no other recourse but to take a legal action against the fraudelent practices of Nokia. Nokia has been making a fool out of me for the past 7 weeks.

 

I have now registered a formal complaint in the consumer forum so that Nokia can be taken to task for their IRRESPONSIBLE behaviour. Such behaviour from a corporate like Nokia must be severely punished and made an example of as companies cannot be allowed to cheat consumers out of their rightful claims.

 

I hope this clarifies in detail my stand on this complaint and I will now not face inconsequential phone calls from Nokia.

 

regards,

 

Shalini Baisiwala

___________________________________________________

 

 

replied on 6th May 2006

 

Dear Ms. Baisiwala,

 

Greetings.

 

This has reference to the belowmentioned mail and in continuation to our telephonic conversation on May 4th 2006.

 

Through this communication, we would like to inform you that we note the contents of your e-mail and towards your complete satisfaction, we would like to offer you the refund for the invoiced amount of the Nokia handset purchased by you. We request you to confirm back your acceptance of the offer, so as to proceed with the committed support.

 

We look forward for your response. We also take this opprotunity to re-assure of our complete support and for any further clarification, please feel free to revert to the undersigned.

 

 

Dear Mr. Sunil Prakash,

 

Greetings.

 

I have marked you the copy of the e-mail communication as discussed. Please acknowledge the same.

 

 

With warm regards,

Pinky Sharma

Service Support Executive

98996921293

---

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[Aruna.S...@nokia.com]

Dear all,

 

Greetings from Nokia India Customer Care Office.

 

I write this on behalf of David Woolfenden to whom this email was marked.  I take this opportunity to represent Nokia India's support extended to this customer so that you are informed of the complete facts.

 

Further in the morning David had once again spoken with the customer and reiterated our offer.

 

Warm regards,

Aruna Shankari

Support Operations Manager

Nokia India P Ltd

 

Ms. Shalini Baisiwala

 

Facts :

 

  HCL, Lajpat Nagar Case

 

-          3230 Handset having Switch on/ off concern

-          DOP is 9^th April, 2005

-         Update from HCL on 30^th March stating that the handset was tampered/physical damage. Customer disapproves stating that ASC has tampered the handset

-         Careline Spoke to SP and arranged for an appointment for the customer with a technician at ASC on 2^nd April, 2006

-         Case was pending from customer’s end as she deferred the appointment till 3^rd April.

-         Second appointment arranged for the customer on 6^th April, 2006,

-         Customer collected the handset without repairs and wantd us to give the same in writing. Offered Fresh replacement.

-         Update as on 11^th April from HCL: Fresh replacement is ready to be collected. Customer is now declining for a fresh unit and insists on a box piece. She has indicated to go legal. Hence case was closed on 11^th April, 2006

-          Dialogue with the customer was kept live till July 2006.

 

IMEI: 355694005581401

DOP: 9^TH APRIL, 2005

JS: 1500126142

ASC: HCL Infinet Ltd    K-25, Alankar Road Lajpat Nagar-II New Delhi – 110 024

MODEL: N 3230

 

 

Our Offer in May 2005 and reiterated in July 2006 :

 

1. Refund of the invoiced amount of the handset.

2. Refund of the rent paid in terms to use the substitute handset.

3. Along with this, we also offer you the refund of 20% extra of the invoice amount.(this is over and above the original refund).

---

From: ext Shalini Baisiwala [mailto:sbais...@yahoo.com]
Sent: Monday, August 14, 2006 8:24 AM
To: consume...@googlegroups.com; Woolfenden David (Nokia-CMO/Gurgaon); fmsi...@yahoogroups.com; edit...@consumer-voice.org; tkgov...@consumer-voice.org
Cc: Shankari Aruna (Nokia-CMO/Gurgaon)
Subject: Re: The defective 7370 handset

[Bejon Misra]

Dear Aruna,

 

Greetings! Thanks for your prompt response. Can we device a consumer-friendly mechanism for NOKIA in India to resolve all such complaints in future and ensure CUSTOMER DELIGHT for which we are all working together.

 

With warm regards.

 

Bejon Misra, CEO

www.consumer-voice.org

 

[Bejon Misra]

Hi Shalini!

 

Greetings! Thanks for sharing the details of the case. I fully appreciate your fight to seek justice as a consumer and we are all with you. I have been in this movement for the last 23 years and what keeps me going is support and encouraging words from friends like you.

 

In my view, we must demand full and fair redress from NOKIA and if we fail to receive our dues then only we should think of approaching the consumer court. As per the provisions of the Consumer Protection Act 1986, we can always claim compensation but we must go only after we have failed to receive the redress in the manner we deserve. As all of us know the consumer courts have given several landmark judgements but it is unable to cope with the large numbers of cases and are unable to give the judgements within 90 days as stipulated in the law. I am sure we can get you a speedy justice by interacting with NOKIA in India and also seek long-term solutions for the future for consumers of NOKIA so that they are not made victims like you. Please do drop in whenever you get the time. Kindly visit our site and become part of the VOICE family.

 

With warm regards.

 

Bejon Misra, CEO

www.consumer-voice.org

 

----- Original Message -----

From: Shalini Baisiwala

To: consume...@googlegroups.com ; David woolfenden ; fmsi...@yahoogroups.com ; edit...@consumer-voice.org ; tkgov...@consumer-voice.org

Cc: aruna shankari

Sent: Monday, August 14, 2006 8:23 AM

Subject: Re: The defective 7370 handset

[Shalini Baisiwala]

Dear Ms. Aruna Shankari,

 

Thanks for your mail to 'clarify' the facts. But there are certain errors in your factfile which I will now point out - this is just for your information.

 

Moreover, today morning I did get a call from Mr. Woolfenden who re-iterated the NOKIA offer to me, and also told me that Mr. Sunil Prakash was informed of the same offer and he told NOKIA to go ahead and make this offer to me as it is most acceptable.

 

Now this is not true as I confirmed from Mr. Prakash today itself. He told me that he did not agree with this offer at all. I have asked him to talk to NOKIA on my behalf and close this, keeping in  mind my harassement as he has convinced me that he will do this to the best of my interest.

 

Facts :

 

  HCL, Lajpat Nagar Case

 

-          3230 Handset having Switch on/ off concern

-          DOP is 9^th April, 2005 - [sbaisiwala] DOP is 04/09/2005 - I have the original receipt of the handset to prove this.

-         Update from HCL on 30^th March stating that the handset was tampered/physical damage. Customer disapproves stating that ASC has tampered the handset - [sbaisiwala] I had submitted the set first to S-8 Greenpark which is also an authorised NOKIA service centre on 16th march 2006 - job sheet number 7508. They returned the set saying they are unable to repair it and it has to be sent either to the company or HCL Infinet. After this I returned the set to the dealer who submitted to HCL. The dealer was given the set back saying its fine now but it wasnt and was re-submitted - jobsheet no1500126142. after this they started claiming that the phone has been tampered with as its been opened before - Well since it was submitted twice to ASC, and one/both of them opened it to try and rectify the defect - why was I persecuted over this?????????

Careline Spoke to SP and arranged for an appointment for the customer with a technician at ASC on 2^nd April, 2006 - Case was pending from customer’s end as she deferred the appointment till 3^rd April. [sbaisiwala] careline called me upon tuesday,4th april at 6.30p.m. to tell me that I have an appointment at 6.00 that evening at HCL - NO ONE can explain how I was supposed to go to this meeting - Asif at Bangalore helpline was behind this call. Maybe you can explain it?????

 

[sbaisiwala] I have been asking for a fresh piece since Day one as I am not interested in accepting a repaired piece as a REPLACEMENT. And I did speak to Mr. Dilip and Mr. Gaurav at the HCL centre where the meeting was fixed and they both told me to 'take it or leave it' . Thats when I decided to go to the court if I have to because I am most definately not interested in accepting such behaviour.

 

          I bought a handset worth 15,800 rupees to have piece of mind and not this harassement and anguish. The least that a company like NOKIA could have done is behaved decently over the whole episode - instead I had to put up with attitude and rudeness. This is most unacceptable from any point of view - but Mr. Woolfenden does not seem to agree with me on this.  I have said earlier also, its not the company or the product but the attitude of the company which is at fault. Defects arise in everything as nothing is perfect but accepting the mistake and recirfying it gracefully is the way things should be done - I have maintained this throughout my dialogue with NOKIA - whether with careline / Ms. Diana / Ms. Pinky / ASC  and reiterate it once again.

 

 

So, now hopefully your factfile is clear.

 

regards,

 

Shalini Baisiwala

 

9810758347

[Shalini Baisiwala]

Dear Mr. Misra,

 

I fully agree with you that our courts are overburdened with cases and therefore we should try and reach an amicable solution between ourselves only - and this should be to the satisfaction to both parties.

 

But what to do when the other party is taking advantage of this very fact that maybe the consumer wont go to court and even if he does, its such a long battle ahead that it will take years to settle. This is what was intimated to me on phone by a NOKIA representative. Now do you think, a solution can be taken out without going to court???

 

Mr. Sunil Prakash has been helping me out a lot in this matter and I have requested him to sort out this issue to the best of my interests if he can.

 

Thanks to people like you and Mr. Prakash, consumers in India have a ray of hope.

 

Please keep up all the good work.

 

regards,

 

Shalini Baisiwala

 

9810758347

[Aruna.S...@nokia.com]

Dear Ms.Baisiwala,

 

I shall definitely speak with Mr. Prakash today before 4 p.m. and understand further.

 

Warm regards,

aruna

---

From: ext Shalini Baisiwala [mailto:sbais...@yahoo.com]

Sent: Monday, August 14, 2006 12:28 PM
To: consume...@googlegroups.com; Woolfenden David (Nokia-CMO/Gurgaon); fmsi...@yahoogroups.com; edit...@consumer-voice.org; tkgov...@consumer-voice.org; sunil prakash; Shankari Aruna (Nokia-CMO/Gurgaon)
Subject: Re: Cusotmer Shalini Baisiwala