Complaint Details

Status	:	Closed
Complaint No	:	0006662/2013
Category	:	Consumer Goods
Date	:	07-10-2013
Subject Line	:	I am struggling with a faulty cellphone from last 5 months
Complainant	:	Ankur Singh
Address	:	flat no. 4, House no.8, 2nd A Cross, shirdi sai nagar layout, kundanhalli
Complainee	:	Nokia India
Address	:

Complaint Details
Dear Sir/Mam,

I bought Lumia 720 worth RS 20000 approx(including processing fees and interest) from Mobile store(supposed be a good place to get a good handset) Hypercity bangalore on 8th May, 2013 by the name of SWATI KASHYAP. On the very first day itself the mobile took around two hours to connect to the network and load all the data. Which was quite strange for me and on demanding a new set on the spot the person took more time to settle it down and managed to start the phone. On demanding for a new hand set very same moment, the seller assured that it would not create any problem as this happened because it was a new phone., if creates then they will help me out

Along with the time passage the phone started creating other issues like heating problem, hang problem, touch sensitivity reduction. As HYPERCITY is quite close to my place and workout place i go to hypercity daily to shop. Hence in between i casually visited the mobile store and told them about the minor issue, again the excuse given was that "It was a new phone and nothing would happen otherwise those people are always there to serve".

After that I went to delhi for a week, that is where the problem started more and more and I couldn't show it to MOBILE STORE, Hypercity bangalore. As it was trusted that these guys are always there so I thought getting it corrected/replace at mobile store, Hypercity only.

On 7th June, I kept my phone on table in evening and phone didn't start at all. I thought it could have happened due to charging issue. Hence i waited for another day and remained quite. But still phone didn't start. On 9th june I went to Mobile store, Hypercity for showing the phone, The person standing there gave me some lame reasons not to replace the phone. Few of them are here:

a. We cannot replace the phone after one month, I actually pleaded in front of him that its just one day exceeded but still he was adamant enough not to take my request.

b.He asked me to go Nokia store and get it repaired and get the DOA certificate(Which i was informed later by nokia guy and hypercity mobile store manager that DOA is not applicable for customers, it is applicable only for retailers)

I asked for managers num Mr. Vaseem, Next day I called up the store and talked to Mr. vaseem. I again pleaded in front of him that its just one day after one month, so you can consider the replacement(anyways I was facing lot of problems earlier also), he answered "if there was a problem then you should have got it within two days, replacement happens only within two days". I was astonished by his answer as everything was really contradictory. The other person on 9th June told me that the replacement period is one month. Moreover he told me there is nothing called DOA for customer.

After showing it to Nokia People(Rewa, Electronic point, shilpi plaza), They submitted the phone with JOB SHEET NUMBER: 726504867/130612/6 saying that they cannot ensure the replacement of phone. After 24 Hrs I got a call from NOKIA CUSTOMER CARE.

Upon telling him all the situation and asking for the replacement(as MOBILE STORE IS NOT READY TO DO SO), he said he cannot ensure the replacement but he can escalate the problem to higher level.
After telling him things in detail, His first sentence was "WE DONT ENCOURAGE PEOPLE TO BUY NOKIAMOBILE FROM ANY OTHER OUTLETS SUCH AS MOBILE STORE, RATHER WE ENCOURAGE CUSTOMERS TO BUY NOKIA PRODUCT ONLY FROM NOKIA PRIORITY DEALER AS THEY ARE MORE TRUSTED AND THINGS CAN BE SORTED OUR EASILY" Also he told me that if I was facing the issue then I should have directly taken the phone to NOKIA CARE(which cannot be expected from a normal customer as I bought phone from Mobilestore).

i got my phone back back after 20 days, when i enquired about the phone the nokia care replyed me that the phone is already sent but it was not so, i got the phone repaired. After 5 days again it went off showing dead signs. I was wondering the kind of repair work done by nokia technical team that the phone is still the same. I called the customer care again and informed them about the problem, they said your problem is already solved and you have received your repaired handset. I was constantly trying to explain that the repaired one is again dead but i was not getting any supportive response from the other side. My complaint was already closed by NOKIA care without asking me. I tried calling up again an again and i was instructed to follow the same process again i.e. go to the Nokia care and we will repair it. I again asked for a replacement even after facing such a humiliation. I came to bangalore after 2 days (on 29th July 2013) and went to NOKIA care unit (ACCURATE CARE, INDIRA NAGAR, BANAGALORE) JOB SHEET NO:299465550/130729/54 and told them about the case. But they were not at all ready to go for any kind of replacement, but asked me to get it repaired. I had a talk with Mr. Mohammed Habeeb who took my case and ensured me my replacement. I waited for almost 20 days , since i didn't received any call from ACCURATE CARE i went to them asking for the replacement, They handed me the repaired device. Again i had to clarify them that i was assured a replacement, they accepted there fault and told me that they have not yet received the replacement Almost a month after i got the replacement which was expected to be new and work fine. Original Unit ESN/IMEI: 355911054016067 , Replaced Unit ESN/IMEI: 355911056237000.I started the phone few days before for the first time and i saw that everything on the handset was working on his own. It was not taking any input and showing vague actions. I made a video of it. I am sharing you the link Below as the video was heavy so couldn't attach it with my mail. Since from the first day when i purchased my handset i am struggling with this phone and was not provided any handset as substitute in the repair period for communication.
I purchased this handset as i am going abroad, but now i have completely changed my mind not to buy anything from NOKIA. My handset is my only way of communication there, and if it responds like this i will be in a big trouble. I have paid the money 5 months back and still running for the phone. During all the above incidents i have been running around almost for 5 months which is like humiliating for me as no one is ready to take the responsibility. In this scenario the trust in NOKIA has thrashed completely and wishing no one again to get into it.

VIDEO LINK : http://www.mediafire.com/?flzzzjlw0mk3us6

Today is 7th october and i am still running for solution as no one is ready to listen to me even. The store manager (Accurate Care, Nokia Care) is not ready to replace the handset provided by them and is saying that this is very normal, an electronic device can have faults. The costumer care representatives are not listening to me. I purchased this handset as i am going abroad for studies. I put all my savings for it and from last 5 months , couldn't use my phone. I have to leave in few days which i already told them, but they are not ready to help me out. I am feeling very helpless. Please help.

Thank You

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