Location/place: Mubai
Name of company/service: Nokia
My name is Lisha Mansukhani.
I live in Mumbai.
Almost 2 months back in June, my Nokia C6-01 hung (the screen began freezing).
The service centre at Worli said it needed a simple software update and returned it in a day.
I get home and a few hours later, the screen began jumping & freezing even more than before. It was under warranty so they took it back and they said they’d look into it. It may take a day.
But one day became 2, 3, 4… I’d keep calling and visiting… they’d keep telling me no proper answer: it’s not working (yes of course it isn’t that’s why I brought it to you), gone to the head office, gone to delhi, gone for testing. They’d never call- I would have to chase them for an answer.
It was close to 3 weeks without giving me any explanation… Meanwhile I’d lost data, lost business and suffered on several projects (I’m an independent consultant and not following up on clients is suicidal.)
3 weeks later I go to the centre and they suddenly realised there’s a response from Delhi saying it was a faulty piece! Sure they were apologetic but 3+ weeks later, that didn’t help. I was so fed up with the attitude & Nokia that I simply asked for a refund. They refused. Since I asked to speak to the manager there, they asked me to wait and wait… after 2 hours he tells me there’s no way they’d refund but he’s willing to replace my phone with a Nokia C7. I explained that I had no trust left in Nokia and after all this shoddy service, why would I want to use this brand again ever. But no… they didn’t budge.
So I let it go and thought they’d give me the replacement and I’d get out of there for good. But surprise… they didn’t actually have the replacement. I’d have to wait for that too- 6 to 10 days. This was crazy. I told them tat either they replaced it now or refunded. Because you can’t hold a customer to ransom like this: You insist I take a phone I don’t like (or have never seen) and I actually have to wait for something I don’t even want! 5 days later, my Nokia C7 was handed over to me as a new phone (I now doubt that too). But I needed to pay for the warranty. Which I did.
A week later I take a flight to Bangalore and as I tried turning off the instrument (because the airline requests it), the supposedly new C7 phone would not go off. The airhostess thought I was stupid for not knowing how to turn off a phone so she opened the back (battery/sim card section) and of course, it was off. But as I landed, it would not start!!
All my contacts gone again. And this time I was in a new city. I had no where to go because my booking, details, numbers everything was on the phone!! I spent my 1st day in Bangalore tracking a Nokia service centre. They kept my phone for a day and gave me a standby phone with the battery close to zero. They insisted I take it and charge it. I get to my hotel with the standby and put it to charge – it did not work!!! So I took it back the next morning. Day 2 wasted sorting out dreaded Nokia phone issues. They apologized for the standby phone (so simple to say sorry for you guys). But they could not help. They did not know what was wrong with the phone. They’d have to send it to Delhi. I knew what that means- no one responds. So I requested that since I was traveling they could send it to Delhi for repair but then it should reach Bombay instead of Bangalore because I cannot come back just to pick up my phone in Bangalore. “Sorry” again… they can’t do that (or anything).
So was incommunicado on new streets. I decided to keep the dead phone and sort it out with the centre in Worli when I got back. I had to go buy a new phone (which is not Nokia and works). I had no data, no way to do half the things planned for this trip, spent on a new phone and was feeling helpless again thanks to Nokia.
6th August I submitted the new dead C7 to the Worli Nokia service centre again. It’s been over 10 days now. NO answer from them. The manager who forced that phone on me refused to meet me. As soon as I asked for him he told the lady to say he’s not in office when I could see him clearly sitting in a cubicle downstairs. I asked them if I could speak to someone in Delhi. NO. I asked them to tell Nokia to call me. They told me if I’m expecting someone from Nokia to call me- it would never happen. They can’t do anything but wait. WOW. Nokia is the pits. Connecting people indeed. Crap technology, crap customer service, crap basic decency.
Now I will make a noise. Because I’ve realized it’s no point staying quiet with Nokia. I’ve lost time, money and business. And I’m ashamed of Nokia.
Only after this letter, they told customer care to call me. The customer service centre now calls me every week and say “Hello Ma’am, I just wanted to inform you that there’s till no response from Nokia. I’ll update you when they do.”
Last week she said they have discovered moisture in the phone but cannot say more. It may take a week…But she’ll update me again.
This morning (27th August), she tells me still no news but she’ll call back. So I wrote to Nokia again and complained on their facebook page. 2 hours later she calls on their behalf to say my phone has been repaired and sent back. In the morning it was a week and after a threat to sue them, the phone arrived from Delhi immediately?!!
All they Nokia does is pass the buck. Only when I write a letter online, they wake up. They did not even didn’t even bother to offer a standby phone this whole month but were OK about keeping me waiting endlessly. I’ve already bought a new phone (how does one do without one today)?. I don’t need or want Nokia- Their technology or your customer service. They refuse to refund. But what do I do with this after such a long wait and such shoddy service. How can I trust a company that has treated me so badly? I want to be paid for the phone and the last few months of time & energy I wasted Nokia.
I want to be paid for the harassment & loss of time-business-energy.
Lisha Mansukhani
9820294013
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