Nokia Customer Care

[tanveer 59]

Here is a series of emails to and from Nokia care for my phone.

You will understand the nature of my problem in the course of these mails.

Tell me ehat do you guys feel about this and should I go to a consumer court for this.

am from Delhi, India.

I have a Nokia 6255 CDMA handset with me, or should I say I had it

with me but no more thanks to you.

I had some software bug in my phone because of which I was not able to

use "R-World" application. For this, I gave my phone at BrightPoint

Okhla in Delhi. I was asked to return the next day to know the

status,which I did. I was told that it would take some more time. I

had to go out of station so I asked my phone to be returned

immediately without fixing the bug. To my shock they told me that the

"flashing" process has only been half completed and so the phone would

not be functional. Now, I have not been told how long more it will take and

will it be repaired or replaced and as it is I am without a phone for

the last 4 days. I gave a working phone which has been spoilt and the

customer care does not know how long they are going to take. I demand

either immediate return of working phone or a replacement . Unfortunately I will

have to think twice before I buy a nokia phone ever again.

Here is there reply:

Thank you for emailing Nokia Care.

This e-mail is in regard to your concern with Nokia 6255. We understand the difficulties you have been experiencing with your Nokia mobile phone and sincerely regret the inconvenience caused. We shall escalate your concern to the relevant department and assist you in the best possible way. In order to escalate your concern and work on your case on a priority basis, kindly revert with the below mentioned details:

ESN/Serial number of the mobile phone :

Job slip/repair number:

Date of Submission of the handset:

Place of purchase and date:

Your alternate contact number:

Please be advised that, the details mentioned above are vital in order for us to escalate your concern to the relevant department.

Should you have any further enquiries, or if we can be of any assistance, please do not hesitate to contact Nokia Care and speak to any one of our friendly Technical Support Executives on 30303838 between the hours of 6am and 12 midnight, seven days a week. For online assistance, please visit "ASK Nokia" at our website www.nokia.co.in

Please help us improve our services by simply clicking on the following link: http://asknokia.survey.nokia-asia.com

Kind regards,

Vijayashree.R

Nokia Care

I again emailed them:

Thanks a lot for replying.

Here are the required details.

ESN/Serial number of the mobile phone - Dont have the Phone Box with

me right now, the phone is in the possesion of Nokia care center.

Job slip/repair number: - ****** (Brightpoint Nokia, Okhla, New Delhi.)

Date of Submission of the handset: - 12/12/05

Place of purchase and date: New Delhi - 14/08/05

Your alternate contact number:**********(local) / ***********(STD

but preferred)

I however talked to two executives today.

The first one had no idea about my problem, and said that my phone has

been returned to me, and there is no problem that she can see.

I had a hard time explaining to her that the phone came in my hands

for a few minutes, and i returned it immediately as it was not

working.

The second executive, who was actually the one I met initially, and

knew about the whole thing, said that the procedure for exchange of my

handset has started and told me to call up on Monday morning to ask if

it is available or not.

Considering my previous experience, as well as some of my friends', I

dont think that its going to be done by Monday.

What else can I do but wait.

I hope you can use your good office to expedite the process for

exchange/ replacement as it will be one week on Monday since I gave my

handset, adn living without a mobile for a week in these times is

really tough.

Hoping for a early reply and prompt action.

This is there reply:

Thank you for emailing Nokia Care.

In reference to your concern regarding Nokia 6255, we regret the inconvenience caused and we acknowledge receiving the information provided by you. We request you to provide us with the ESN number, as it is vital for us to escalate your concern to the relevant department. Please note that the ESN number will be mentioned on the bill as well as on the Standard Sales Package box of the handset.

I mailed back:

Thank you very much for a prompt reply.

I have finally found out the ESN number, here it is : **********

Thank you once again for your reply and I hope I get a working phone soon.

They again mailed back:

In reference to your concern about your Nokia 6255, kindly note that, we have forwarded your concern to the relevant department, we will work on your case on a priority basis and the relevant department shall revert with the update within 48 hours. We solicit your patience and co-operation in this regard. Please note, your case reference number is *******.

My answer:

reference number *******.

As promised by the CC guy, I called up the Brightpoint center Okhla

and enquired about the status of my phone as regards repair/

replacement. The new job no. is ******.

I was told that it has been sent for exchange and I should ring back

tomorrow to find out.

He was not sure if it will be done tomorrow or not.

In the evening, I got a call from another person on a PP number (I

dont have my phone with me thanks to your customer care.) He said that

I will get my phone back around 31st or so.

Now arent 7 days without a mobile enough to harass a working person

that you increase it to 20. Moreover I am not able to access internet

at my place sice I used my phone as a modem.

Nokia being leaders in mobile phone market should also be responsible

towards their customers.

If you can not rectify the faults in your own products, better cut

down on your production so that you can work with some responsibility.

If the product is faulty and is within the warranty period (which it

is) it should be immediately replaced.

Why all this waiting time?

If it is not possible kindly refund me the money. I have the bill with

me and I will return all the accessories.

Seeing this customer care, it is no surprise that so many people are

moving to consumer courts.

I believe that remains the only viable option.

This what they had to say to this:

Thank you for emailing Nokia Care.

We sincerely regret the inconvenience caused due to the delay and understand your concern.

This e-mail is in regard to your concern about Nokia 6255. Kindly note, Nokia does not have a refund policy. As per the updates received by us, your handset is expected to be swapped. Hence, you are requested to contact the service centre by December 31, 2005 and check for the repairs status. We seek your patience and co-operation in this regard.

I got back at them:

Agreed you dont have a refund policy but do you have a policy on ethics or not?

20 days for a handset change? Is the phone to be brought from Finland?

Have you stopped production of the above mentioned handset?

Are we living in stone age?

People do not have landline these days because they carry mobile

everywhere, and you expect a person to stay without a phone for 20

days? And what is the guarantee that i will get it on 31st?

What if I am told that I wont get my phone for the next 2 months or

say I wont get my phone at all?

And all this not because of any fault of mine (except perhaps that I

bought a Nokia) but because of your buggy software for which you do

not have fixes and replacements.

Final reply ( I havent replied to them after this)

Thank you for e-mailing Nokia Care.

This is in reference to your enquiry regarding Nokia 6255. Please be advised that, the time taken to replace the phone depends on availability which again is stock dependant. We would also require time to coordinate the entire process. Hence, the delay is unintentional.

Edited December 20, 2005 by Chirag

[anujit 0]

Yeah they are pretty slow with support for CDMA phones.

I had a problem with my 6255. Apparently there was only ONE place in Pune where I could repair it. I took it there. They said they couldnt repair and would have to send it to bombay! And it would take 2 weeks.

2 weeks later I called them again and they said they couldnt repair it but they had got a brand new replacement for it from Delhi! So I went and collected it.

Of course 2 weeks time for a brand new phone (it isnt like "parts arent available" or anything) isnt acceptable at all! But since I had another handset it cost me 44 bucks in all to trasnfer the number between the two phones before giving it for servicing and after receiving it back from them.

But yes Nokia CDMA service. s**ks.

[Saurav 22]

earlier Gtran su***d now Nokia s***s.....

or is it that Reliance Handsets s**k....

[Hyd Ladka 0]

Nokia Customer care always S**s..me too had a very bad experience'ss

with them not CDMA but GSM also.

[amitbt22 2]

Nokia 6255 seems to be a great failure only like haathi ke daat.I also had problems with that ,I got rid off.

[supernova 47]

nokiam 6255 a total failure ...........i too got rid off that

[Achilles 0]

Well, at least u guys had better experience than me. What I did was took my 6255 to a Nokia Care Centre in Kolkata and soon found out that it was a much smaller and ugly looking place compared to the GSM Nokia Care. As I entered I was greeted by rude and ignorant male receptionist who considered himself to be the heir of Nokia Inc. or something...

Next to him was a guy of around 23-24(age) who was the only one amongst the 11 people present in that place who showed some interest in the customers, but I soon found out what kind of a jerk he was. As I was explaining to him the nature of my problems which were 1) very low signal reception & 2) frequent dropped calls, my phone suddenly rang and it was an edited mp3 file...the song Yuhi Chala from Swadesh to be precise. . Even though there were no really hot looking girls around this guy has a sudden pang of jealousy.

He immediately whips out his phone, which was a Nokia 6170 or a similar looking one and frantically starts sampling his own collection of mp3 ringtones while throwing occasional sarcastic glances at me...just like a girl. . Man I'm telling u it was 4:30 P.M and I was hungry (didn't have anything to eat since morning tea&snacks) and I had a terrible headache (sinusitis)...else I would have kicked his punk as* very badly I swear.

What he did next was he told me that there are absolutely no fixes for these problems and that it comes with every Nokia CDMA phone and I'll just have to live with it. When I still insisted he started to simply ignore me. I already told u the physical state I was in so I rather tried to reason with him instead of slamming my fist up his jaw. I told him that they must know a way to fix it after all they know the SPC codes and all, at this point he got up went inside the main office room behind a glass door with a "No Unauthorised Personnel" sign on it and it seemed that he and all the staff were having a short meeting with their boss who seemed like this guys elder brother or cousin cause he was calling him bhaiya.

A minute later this guy, the boss or who was in charge there comes up to me and tells me that and I quote him " Aap jitna bhi mange ya aap jo bhi offer karein hum aapko woh SPC nehi denge, samjhe aap. Aab jaa sakte hain or koi help hum aapko nehi kar sakte".

Whaaa...WTF...I was too tired to argue or say another word so I left. I called the Nokia Care hotline and relayed to them the entire incident and their reply was "We shall escalate your concern to the relevant department and assist you in the best possible way". I leave it for the readers to judge who is really to blame the Nokia Care personnel, Nokia or God...for creating such imbeciles.

[Shabz 8]

I think it should be called No Kiya woh kuch nahi karne wale and I think these people think CDMA as some downgrade technology and dont care about it and even if they make handsets for it they leave it like an unwanted child

[Mahinder 0]

after reading above stories i may drop my plan to buy 6255 which i was going to buy tomorrow

[Achilles 0]

Don't go for the 6255 dude...it's a bad choice.

As for me...I'm thinking of getting rid of it and going for either a Motorola RAZR V3 or a Sony Ericsson W550i/W800i/Z800i...and as always indecision plagues me. I wish I could make up my mind...