[Resolved]  Nokia — unhappy servicing Center

Sir,
I purchased Nokia C6-01, ESN/IMEI Number [protected] on 13/05/2011. I have also extended my warranty for another year. There was no problem in phone but on 19/07/2012, my cell phone was hanged and could not start again.
On 20/07/2012, I went to authorised Nokia care centre “Service & Communication Solutions, A-180, 1st Floor, Sukhdev Nagar Market, Opp. Defence Colony Red Light, New Delhi-110003, Tel 40528759, [protected]. The problems faced are menionted below in summary form.
1. They informed me that there was moisture in phone therefore they have to change “touch pad”, it will cost Rs 3250/- I don’t agree with them, there was no moisture in phone. Although my phone was under warranty still they charged Rs. 3250/-. I paid the amount through Invoice no. 8127 dated 21/07/1012.
2. Next day after receiving my phone back, I found that phone had same problem and could not be started after switching it off. I again went to above mentioned Nokia Care Center and informed about the problem. They informed me that they will update the software, once again data will be deleted and it will take one hour. After waiting for more than one hour they informed me that they are not able to detect fault and it will take 5 to 7 days to check and correct the fault. The manager Ms Neeta gave me another very old set of cell phone with charger which could be charged when I tried to charge it at home, so I could not use that old phone at all.
3. I again waited for 7 days and on 7th day I got the message that there is problem with mother board or hardware and it will take another 7 days to correct the phone. This is very sorry state of service that a bunch o[censored]nder qualified people are handling Nokia care center.
4. I got a call from above mentioned Nokia center that my phone is fully functional and corrected, which can be picked up any time today. I visited the center fourth time and found that staff is trying to give me some other cell phone. My C6-01 was silver and they were giving me black colour phone and forcing me that this is the same phone which I deposited. Now this height of irresponsibility by incharge Ms Neeta that she does also not understand the gravity of problem in losing a phone and most important data in the phone. She is trying to blame factory rather than poor system of handling systems in her center.
5. Again I was told by Ms Neeta that it will take another 7 to 8 days for my phone to be given back as the case of the phone is exchanged with another phone. Is Nokia care systems so poorly managed that cases can be exchanged.
Top of all the staff has no information on issues and they try to mislead the customers. They have no empathy with the customer. The incharge has done no extra care to solve my problem. This is almost a month and since I have given my cell phone and it will still take another 5 to 7 days.
I have been using Nokia cell phones for last 23 years and must have used more that 12 cell phones but never had this type of problem. This is first time that I have come in contact with Nokia care center, I never expected that such unprofessional people are handling Nokia repairs.
I would like to request that M/s Service & Communication Solutions must be provided with professional and sincere staff who can charge customers the genuine cost of repair. I would also request, as my cell phone come under extended warranty, the cost of repair should be returned to me and repaired handset should be given back to me as soon as possible.
The details of my handset are mentioned below;
1. Model Name: Nokia C6-01
2. ESN/IMEI No. [protected]
3. Product code 059C1C3
4. Job Sheet on 20/07/2012 [protected]/120720/54
5. Job Sheet on 26/07/2012 [protected]/120726/47
6. My Address: F-2225, Netaji Nagar, New Delhi, India PIN 110023
7. Contact No. [protected], [protected].
8. Name of dealing person Ms Neeta- [protected].
Thank you very much for reading, expecting suitable action and reply.
Rajesh Kumar
F-2225, Netaji Nagar, New Delhi, India PIN 110023

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