Fwd: Nokia 3230 - faulty handset

[shalini baisiwala]

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