Jan 12, 2009 06:33 PM
2596 Views
I purchased Nokia E71 from one of the Nokia Dealer in Mumbai is August, 08 after reading the features of this handset .I started facing some problem in accessing net in the very first week and to my surprise Nokia Dealer MOBILE POINT at IRLA, VILE PARLE WEST, which is run by Mr Bharat gave me two option - visit NOKIA CARE and if there is some network or hardware related problem then they wd assist as they are responsible for only selling handsets of NOKIA . Second option given by the dealer to buy back my new handset after deducting Rs 5000/- from original purcahse price which was Rs 19, 800/-. I was shocked at his response and called up Nokia contact centre and after great difficulty I managed to get through some contact centre agent who showed her inability to assist me and requested me to visit Nokia Care for any kind of service . I wanted to complain but contact centre agent did not bother to take my complain and repeatedely asking me to visit Nokia Care . I requested her to escalate this to her supervisor and to my surprise she told me that she would not be able to take any complain as they do not have any such process . I wanted to know the process of lodging complain and was completely lost my patience after listening nonsensical talk of the improperly trained agent . I aggressively asked her to take my complain and let me know the TAT for resolution of complain . She noted my phone number and promised to call back after 2 days but I never received any call from Nokia contact centre .Mobile Point where I purchased my phone were not even bothered and without any concern for customer they were interested in bying back newly purchased handset after deducting rs. 5000/- . I was left with no option but to visit NOKIA CARE and I visited Nokia care in September, 08 and some software update was done which did not solve my problem . I was asked to come again which I did and Nokia care guy was still unable to solve the problem .I was so frustrated after spending so much on latest handset from NOKIA but never realised the trouble which eventually I faced because of falty handset sold by NOKIA dealer . I am unable to understand the process followed by company like Nokia which is household brand for Indian consumers for more than a decade now . Moreover why NOKIA contact centre staff are so poorly equipped to handle customer query . I had purchased E 71 from Nokia only to organise my work but instead I was completely frustrated because of poor response from NOKIA delaer/contact centre as well as NOKIA CARE .I gave another try to NOKIA CARE and requested them to assist me and let me know the reason for the problem and they confirmed about some problem with handset but showed their inability to give me any report for such problem and requested me to send the handset to one of their offices in Lower Parel and any hardware related problem will be repaired by the Lower Parel office .Can you imagine customer agony and frustration with such response from NOKIA .I am struggling to get some solution for last five months for no fault of mine and handset has warranty of six months .Can someone help me to take suitable action in consumer court against NOKIA .I sincerely request Mouth Shut readers to help me taking suitable action against NOKIA for such negligent approach towards customer .
