Nokia 6681 — failure to provide correct information and misleading and threatening customer
I am sharing my frustrating and demeaning experience with Nokia Care Centre, Ghansmandi Cross Roads – Hyderabad, A.P. I had given them my brand new Nokia 6681 handset for repair through the Vendor, M/s. Simran Mobiles, who sold the mobile to me. M/s. Simaran mobiles informed me that Mr. Natraj, Service Manager, Nokia Care Center, Hyderabad, has told him that the mobile would be repaired in 2 days time.
When I checked back with Mr. Natraj after 2 days, he told me that a part is not readily available and it would cost me Rs. 800 / -, and the repair will take another 2 days. I agreed to make the payment. I checked again with Mr. Natraj after 2 days, as advised by him, and he told me that the problem would be rectified and the handset will be returned to me in a day or so. At point in time he asked me what the problem is!!. It surprised as well as annoyed me because he was asking this question after keeping the handset for so many days when he I was supposed to return the repaired handset back.
Since I am due to travel I was requesting for a firm date for the return of my repaired handset. As a customer, I was obviously very unhappy with the unprofessional and arrogant behavior of Mr. Natraj, who was not willing to commit me any date. On 14th September 2006, I again contacted Mr. Natraj and he told me that he can not give me any assurance on the date of return of my mobile.
At that point I asked him to put me in touch with his superior (Mr. Pradeep) in that center to resolve the matter, which Mr. Natraj flatly refused. He also threatened me that if I don’t follow the system, he can report anything he likes on the job card and write off my mobile as irreparable and there is nothing that I will be able to do. He also said that the company would only support him in this matter. This was a sickening experience that customers are helpless and at the mercy of the care centers for getting the rightful services due to them. Not only this, Mr. Natraj used very crude and unprintable language to emphasize his points.
What is very difficult to accept that the employee of the Service Center (Mr. Natraj) was swearing of a proclaimed professional and customer centric company (like Nokia) of support in justifying his unethical and rude behavior with the customer. If the company also condones this kind of attitude and behavior from service centers, as claimed by Mr. Natraj, I wonder what course of actions is left to an aggrieved customer!!!
I am also giving this written complaint to Mr. Pradeep (Proprietor Nokia Care center - Ghansmandi) and Mr. Natraj (Assistant Manager – Nokia Care Centre, Ghansamandi) and marking a copy to all concerned to initiate necessary action to see that my grievance is addressed. I am sure that Nokia, India will look into the matter and advise me accordingly.
I can be reached at [protected] and at [protected]@yahoo.com and [protected]@yahoo.com
1. Pradeep , Nokia Care Center, Secunderabad
2. Simran Mobiles, Siddiamber Bazar, Hyd.
3. Nokia India, Bangalore