Nokia / poor customer services
I have submitted my nokia handset N80 to care center because of display problem (Under Warrenty) on 17.Feb.06 but I am still not able to get my handset back. I registerd a complaint to careline on 09.Mar.07 and still awaiting their feedback on my complaint. Whenever I call careline, the only answer I get is please call back after 48 Hrs. I wrote mails to their customer support dept. but only to find false commitments. If the set is not repairable please replace it. Does it really take so long to sort out a problem? I have paid hefty amount to purchase the set only to call up care center and careline. Nobody is bothered about the customer. This is for the 4th time that this set has gone to service center. My 2 months warrenty on the set is already lapesd in the service center. Do nokia extend the warrenty. If not then why the set is not serviced fast.
My Job sheet No. is [protected]/070217/23 dated 17.Feb.07.
My complint no. is 2-1WPYJP dated 09.Mar.07.
Is there anyone who would listen to me???
I am also attaching the e mail communication that I had with Customer Suppport and you can find easily that what is going on.
Dear Mr. Ohal,
Thank you for emailing Nokia Care.
This e-mail is in reference to your concern regarding the Service provision of your Nokia N80. We understand your concern and sincerely regret the inconvenience caused. As per the update from the Customer Care Division, your Handset is currently in the process of service provision and kindly be assured that one of our Customer Care Executive will contact you on 26th March, 2007.
We seek your patience and further solicit your cooperation.
For further enquiries, please feel free to contact our Technical Support Executives at [protected] between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit "Have a question? Ask Nokia" at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
From: "ext Sachin Ohal"
Sent: Friday, March 23, 2007 2:56:07 PM
Subject: Re: Nokia - Sachin Ohal - Nokia N80 Phone Concern
Dear Noki Care,
Please refer your earlier mail. 22nd March 07 came and gone but there was no call from any of your representative.
That is why I had mentioned your services as Pathetic in my earlier mails.
I am fed up writing mails to you and would like to initiate suitable action from my side. I do not see any reply or feedback coming to me on my complaint which was logged on 09.Mar.07. and let me remind you that it is 15 days now.
Keep frustating your customers.
On Wed, 21 Mar 2007 NokiaCare wrote :
>Dear Mr. Ohal,
>Thank you for e-mailing Nokia Care.
>This e-mail is in reference to your concern regarding Nokia N80. We
>understand the difficulties you have been facing and sincerely regret
>the inconvenience caused. We are working on your case on priority basis.
>However, as your phone requires a higher degree of assessment, it has
>increased the turn around time. We shall coordinate with the Nokia Care
>Centre and revert to you with the subsequent update. You would receive
>call from one of our executives by 22nd March, 2006.
>We solicit your cooperation in this regard.
>For further enquiries, please feel free to contact our Technical Support
>Executives at [protected] between the hours of 9:00am and 9:00pm, seven
>days a week. For online support, visit "Have a question? Ask Nokia" at
>www.nokia.co.in. You may also find answers to your queries at
>www.nokia.co.in/support. We reassure you of our continuous support.
>Please help us improve our services by clicking on the following link:
> From: "ext Sachin Ohal"
>Sent: Tuesday, March 20, 2007 9:42:07 PM
>Subject: Re: Nokia - Sachin Ohal - Nokia N80 Phone Concern
>Dear Customer Care,
>It is very sad to state that I have to write you time and again
>regarding my complaint no. 2-1WPYJP.
>I registered this complaint on 09.03.2007 and I was asked to call back
>after 48 hrs. to know the status. I called back on 13.03.07 and spoke to
>Shriram and he again asked me call back after 48 hrs assuring me that I
>would get the status. I called back on 17.03.2007 and againg spoke to
>shriram and he was unable to provide feedback and asked me call back
>after 48 hrs. I thought of giving one more try and called back on
>20.03.2007 and spoke to Asma. To my surprise she was also unable to
>provide any feedback and asked me to call back after 24 hrs.
>What is care line meant for? Do you want your customers to call careline
>every 48 hrs.
>It is ridiculous that it is 11 DAYS after lodging the complaint and
>there is still no feedback on the same and in these 11 Days I could not
>get the status of my set.
>Is this the high service standards of Nokia?? DO customers need to go
>through all these pains after spending hefty amounts to buy NOkia
>My set is lying with Nokia Care for more than a MONTH now and I am not
>able to get the feedback for 11 days now. FORGET about getting the SET
>BACK. DO you really want your customer to go for a legal help in this
>I am very much irate and would never recommend any of the Nokia products
>I would rate this as the Poorest of the services that I had ever seen
>and most pathetic response to customer complaint.
>I assume that care line is ment for just saying Sorry to the customers
>and cannot help them in any regards.
>I would like to take this to media as well and would like to show the
>nation that what kind of services are given by so called world leader
>Nokia. (Anyways Media is also hungry about these kind of issues).
>I would seek an early response and quick action for this and I
>understand that you will appreciate my patience. Now I cannot withstand
>this anymore and would like to take serious action for this. ONE Month
>is good enough time for repairng/Replacing the set and if the set is not
>available with L3 center it can be managed from any of the
>I had never imagined this poor service from Nokia and if I get a chance
>I would definately look to talk with your Customer Support Country Head.
>I hope I have made my points very clear and if I do not get a call from
>your and if this issue is not sorted out immediately, I am going to
>proceed with suitable action.
>On Thu, 15 Mar 2007 NokiaCare wrote :
> >Dear Mr. Ohal,
> >Thank you for e-mailing Nokia Care.
> >This e-mail is in reference to your concern regarding Nokia N80. We
> >sincerely regret the inconvenience caused and appreciate your patience
> >in this regard. We shall do the needful and assist you in the best
> >possible way. We solicit your cooperation in this regard.
> >For further enquiries, please feel free to contact our Technical
> >Executives at [protected] between the hours of 9:00am and 9:00pm, seven
> >days a week. For online support, visit "Have a question? Ask Nokia" at
> >www.nokia.co.in. You may also find answers to your queries at
> >www.nokia.co.in/support. We reassure you of our continuous support.
> >Please help us improve our services by clicking on the following link:
> >Kind regards,
> >Meghna Mohan
> >Nokia Care
> >-------Original Message--------
> > From: "ext Sachin Ohal"
> >Sent: Wednesday, March 14, 2007 7:21:11 PM
> >Subject: Re: Nokia - Sachin Ohal - Nokia N80 Phone Concern
> >Dear Sophia,
> >Thanks for the reply.
> >I do understand the process involved in this and that is the only
> >that I did not complaint for 1 month.
> >But somehow I was not comfortable for not knowing the exact status of
> >the set even after submitting it a month back.
> >I hope that necessary action will be taken from your end.
> >Sachin Ohal
> >On Wed, 14 Mar 2007 NokiaCare wrote :
> > >Dear Mr. Ohal,
> > >
> > >Thank you for e-mailing Nokia Care.
> > >
> > >This e-mail is in reference to your concern with Nokia N80. We
> > >understand your displeasure over the delay in the service provision
> > >your mobile phone. As one of our valued customers, your satisfaction
> > >one of our primary objectives and we sincerely regret the
> > >caused to you as a result of this. We note your experience while
> > >the carline. We will do the necessary fact findings and action it
> > >accordingly.
> > >
> > >We would like to inform you that when a phone is submitted for
> > >provision, it goes through several levels of assessment to identify
> > >exact concern. This process equips our technicians to provide you a
> > >definitive resolution. Hence, the delay may be attributed to the
> > >comprehensive assessment carried out on your phone. We wish to thank
> > >for your patience and know that you will understand the necessity for
> > >this delay.
> > >
> > >We have communicated your displeasure to our customer care division
> > >their prompt action. We also acknowledge receiving the information
> > >provided by you and have appraised our customer care division of the
> > >same for their effective handling of your case. Pursuant to your
> > >for replacement, we would like to inform you that we are presently
> > >in a position to comment on the request. However, we acknowledge
> > >received your request and will duly forward it to our customer care
> > >division.
> > >
> > >Further, kindly be assured that the concerned executive from the
> > >customer care division will contact you within the next 24 hours in
> > >order to validate the latest status on the service provision of your
> > >handset.
> > >
> > >We appreciate your patience and further solicit your cooperation.
> > >
> > >For further enquiries, please feel free to contact our Technical
> > >Executives at [protected] between the hours of 9:00am and 9:00pm, seven
> > >days a week. For online support, visit "Have a question? Ask Nokia"
> > >www.nokia.co.in. You may also find answers to your queries at
> > >www.nokia.co.in/support. We reassure you of our continuous support.
> > >
> > >Please help us improve our services by clicking on the following
> > >
> > >http://www.nokia.co.in/nokia/0,,96469,00.html
> > >
> > >Kind regards,
> > >
> > >Sophia S
> > >Nokia Care
> > >
> > >-------Original Message--------
> > >
> > > From:
> > >To:
> > >CC:
> > >Sent: Wednesday, March 14, 2007 3:51:48 PM
> > >Subject: Ask Nokia (Complain)
> > >
> > >
> > >
> > >[THREAD ID :2-1X4F8Z]
> > >
> > >
> > >[Type of Service:Repair]
> > >[Model:Nokia N80]
> > >[Accessories:]
> > >[Concern: This is in reference to Job Sheet No [protected]/070217/23
> > >17.02.07. The target delivery date given to me was 24.02.07 but after
> > >month now I have still not received my hanset. I had lodged a
> > >for this and the complaint no for the same is 2-1WPYJP dated 09.03.07
> > >and had spoken to Shobha. She asked me to call after 48 hrs. to know
> > >status and when I called back on 13.02.07 and spoke to Sriram he gave
> > >the same answer and asked me to call back after 48 hrs. I cannot
> > >understand that if the call center do not have any information what
> > >the point in logging the complaint.
> > >However I am more concerned about my handset. Since the time i had
> > >purchased the set in june06 this is 4th time my set has gone to
> > >center. Unfortunately it always takes 1 month for the problem to get
> > >resolved. I have purchased the set for Rs.28000 and this is the value
> > >that i am getting for my money.
> > >My 3 months warrenty has lapsed while the set is lying with service
> > >center. Who is responsible for this?
> >I want immediate solution to this and request you that please do not
> >to satisfy me by giving lame excuses or any false explainations.
> >If I have paid Rs 28000 for the set I would expect that high quality
> >service also.If the problem cannot be rectified please Replace the set
> >and do not give any excuses that it takes time to replace the set and
> >all. What if company delays in giving your salary in time and then say
> >that it is due to technical error and it will take another 1 month for
> >your salary. You will definately be furious and will ask for
> >explaination coz you work for money and not for free.
> >Try to understand my emotions and the money that I had paid to buy the
> >Request you to do something on URGENT BASIS as I do not have nay
> >alternative set and my all phone book is on memory card which I am not
> >able to use.
> >Please try to arrange the replacement on immediate basis, so that I can
> >start using the set.]
> >[Country: India]
> >[Alternative Contact No:+91]
> >[Date of Purchase:[protected]]
> >[Job Sheet Number(s):[protected] 07021 23]
> >[Job Sheet Date:[protected]]
> >[Job Closure Date:--]
> >[Authorized Care Center:Shree Communication]
> >[Have You Registered:yes]
> >[Where is Product?:At Care Centre]
> >[Last Time Visited:[protected]]
> >[Last Time Called:[protected]]
> >[Last Updates received:--]
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