Nokia 6600 / Nokia care HCL service centre

Chennai,

Dear all,

Am posting below the entire case history of my complaints and all the email

communications received from their customer care.

Am starting from my first mail i sent to the last I received... one below

the other for everyone's convenience.... am yet to get my phone back... 1

1/2 months have past...

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mail sent by me to Nokia support india

Jobsheet No: 3200161479

Date given for service: 29/12/2006

Serial number: 353766006471766

Model: 6600

Product code: 0514186

Expected return date: 07/01/2007 - AM YET TO GET THE PHONE

BACK!!!!!!!!!!!!!!!!! AND ITS GOING TO BE ALMOST A MONTH!!!!!!!!!!!!!!!!!

I wish to bring to your notice about my unhappiness about the service

levels, skill of your service centre personnels and also the quality of your

product.

FIRST ON THE QUALITY OF YOUR PRODUCT

I had a bought a nokia 6600 for 15,000 rs about 1 1/2 years back.... it

would be 2 years this feb 07 and just after the warranty period, your phone

starts literally conking out on all fronts... audio levels became so poor

that people couldn't hear me and i couldn't hear them. The phone constantly

restarts, crashes and the screen flickers "EXACTLY" like a TV without any

signal....a complete mess... so much for your product and its quality!!!

Have formatted it several times but the problems were obviously hardware.

SECOND ON YOUR SERVICE LEVELS AT THE NOKIA CARE HCL CENTRE AT MOUNT ROAD,

CHENNAI

Like mentioned above, my phone was the centre of attraction everywhere as no

one has seen a phone behave like a TV, flicker like crazy and of course the

usual restarting.

I took it to your HCL authorised service centre at mount road, chennai on

29/12/2006 and gave the nature of my complaints in writing. I also mentioned

to them not to waste time trying to reinstall software etc. because it is

clearly a HARDWARE problem. I received my job sheet and the expected return

date of 07/01/2007.

On the 7th I called and was told that the phone is ready and it can be

collected. On enquiring about the nature of the problem, your serive

personnel told me that the software was updated and the problem was solved.

Suprise!!! Suprise!!.

Anyway, when I came to collect it, had to wait for 2 HOURS to get to my

token number.... and THEN am told that IT IS NOT READY and the problem

REOCCURRED. I once again told them that it is a HARDWARE ISSUE and not to

WASTE TIME DOING USELESS SOFTWARE REINSTALLATION. They informed me that they

need to keep my phone under observation and would fix it and give it on the

7th.

On the 7th of Jan, I had called and enquired if my phone was ready and was

told that it was and I can come and collect it. Again I came there and

WAITED FOR 2 HOURS under the following circumstances. There were 10 people

in the place who had taken their token numbers... the token numbers running

at the time was 15 - 16 - etc. I was given a token number 46... even though

only about 10 people were there. I waited for 2 HOURS watching people who

came far far later than me happily walk in collect their tokens in the

series 30 and finish their work WHILE I HAD TO WAIT FOR 2 HOURS.... and when

my turn came, your service centre personnels tell me that the PROBLEM WAS

NOT FIXED AND IT SEEMS TO BE A HARDWARE PROBLEM AND IT NEEDS TO BE SENT TO

HYDERABAD AND WILL BE BACK NEXT THURSDAY !8th JAN!!!!! After 2 weeks and

repeatedly telling them the nature of the problem, it doesnt take a ROCKET

SCIENTIST to figure that it is a hardware problem... but your SERViCE

PERSONNELS ARE "highly trained".... right, I can obviously see how well

trained they are.

After which on the 18th of Jan, I called and enquired about my phone and to

my horror the person there tells me that it was ready on the 7th of Jan

itself.... So much for HOW ORGANISED YOU ARE!!!!! I then tell them that i

came to collect it on the 7th and you people had told me that it needs to be

sent to hyderabad for repair. After som e puzzled ramblings with some other

colleagues, the person there tells me that she will GET BACK TO ME BY 3'O

CLOCK on the status. SHE DIDNT.

I had called directly to the mobile of one of your personnels who had

handled my service request and the person told me that it would be ready on

20th JAN. On the 20th, when i again called, the answer was it would be

surely ready on 22nd... at this point, am fed up and tell you guys to call

me and inform whenever it is ready. I also mentioned to them if in case it

is still not ready on monday, kindly call and UPDATE ME. NOW EVEN THAT DIDNT

HAPPEN NOR DID IT GET READY. I AGAIN CALL ON TUESDAY AND AM TOLD IT WOULD BE

READY SURELY ON TUESDAY AFTERNOON AND WOULD BE CONTACTED. I STILL DIDNT GET

ANY CALL NOR IS IT READY. In a few days, it would be 1 month without a

phone... and am LOSING A LOT OF MONEY WITH REGARD TO MY WORK.

I would like to ask you if these kind of service levels is acceptable to

you.

I would never make the mistake of buying a nokia phone ever after again...

thank you. Now can you please kindly return my phone back, repaired or not

repaired, i really don't care... i would like to use it as a

paperweight!!!!]

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Reply by Nokia on my above mail

From: NokiaCare [mailto:Email User ]

Sent: 24 January 2007 15:30

To:

Subject: Nokia - Isaac Deepak - N6600 Service Related Concern

Dear Mr. Deepak,

Thank you for emailing Nokia Care.

This e-mail is in reference to the service provision of your Nokia 6600. We

regret to hear of the difficulties that you are experiencing with the

service provision of your mobile phone and we thank you for bringing your

concern to our attention vide your e-mail. We have also noted your

experience at the Nokia Care Centre. We will do the necessary fact findings

and action it accordingly.

We would also like to thank you for your valuable feedback and please note

that this incident is not a true reflection of our services. Our endeavour

is, and always has been, to provide you with quality service and your

feedback will help us in improving it further. We regret the inconvenience

caused and sincerely appreciate your continued patronage.

Further, in reference to your concern with the quality of Nokia phones,

kindly be assured that Nokia manufactures mobile phones and accessories on

the basis of reliability in optimal performance and user friendliness. It is

always our sincere and diligent effort to recommend our customers to take

the requisite care in the usage and maintenance of your Nokia product to

ensure the desired performance as that of an electronic product. As the

mobile phone is a product of high usage a greater degree of wear and tear is

associated with it.

However, it is unfortunate to hear of the concern you are facing with your

mobile phone. We wish to state that the matter will be given our prompt

attention. A representative from our Customer Care Division will revert to

you with an update within 48 hours. Your case reference number is 2-1TCHRF.

We seek your patience and further solicit your cooperation.

For further enquiries, please feel free to contact our Technical Support

Executives at 30303838 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:

http://www.nokia.co.in/nokia/0,,96469,00.html

Kind regards,

Nehal Al Khadeer

Nokia Care

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My reply to nokia

-----Original Message-----

From:

Sent: 29 January 2007 12:51

To: NokiaCare

Subject: RE: Nokia - Isaac Deepak - N6600 Service Related Concern

Dear Nehal,

Jobsheet No: 3200161479

Date given for service: 29/12/2006

Serial number: 353766006471766

Model: 6600

Product code: 0514186

Reference No: 2-1TCHRF

Your customer care division hasn't reverted with any updates, since your

mail, forget 48 hours, it is 4 days past... and overall it is exactly 1

month. Nor has the HCL service centre either. How much further do you wish

to seek my patience for. Do let me know.

Kind Regards,

Isaac

--------------------------------------------------------------

Their response

-----Original Message-----

From: NokiaCare [mailto:Email User ]

Sent: 29 January 2007 16:37

To:

Subject: Nokia - Isaac Deepak - N6600 Service Provision Concern

Dear Mr. Deepak,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to your concern regarding Nokia 6600. We

understand the difficulties over the delay in the service provision of your

handset. You may kindly note that As per the update from the Customer Care

Division, your handset is repaired, we request you to collect the duly

repaired handset from the Nokia Care Centre on 29th January, 2007.

Further, if any concern in collecting your handset, we request you to kindly

revert to us.

We seek your patience and further solicit your cooperation.

For further enquiries, please feel free to contact our Technical Support

Executives at 30303838 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:

http://www.nokia.co.in/nokia/0,,96469,00.html

Kind regards,

Shamshad Begam

Nokia Care

-------------------------------------------------------

My response after following with the hcl center

-----Original Message-----

From:

Sent: 30 January 2007 12:11

To: NokiaCare

Subject: RE: Nokia - Isaac Deepak - N6600 Service Related Concern

Dear Nokia,

IS THIS SOME KIND OF S.I.C.K JOKE ON YOUR PART. For the 3RD TIME now, you

have told me that the phone is ready to be collected and I have gone and

wasted YET ANOTHER HALF a DAY, only to be told that the PHONE IS NOT READY.

After all this, I can't believe what a bunch of sadistic morons you all are

and with such impunity harass your customers like this!!!!!

There is a limit to your pathetic service levels... And perhaps only a

couple of lawsuits will hopefully fix your service levels right... I will

deal with this in a court of law and perhaps either way of its outcome,

atleast somebody in your organisation will wake up to this and few customers

down the line will be spared of your harassment... Even a goverment office

is more organised and offer better service than this.... shamefull for a so

called MNC.

Regards

Isaac

Jobsheet No: 3200161479

Date given for service: 29/12/2006

Serial number: 353766006471766

Model: 6600

Product code: 0514186

Reference No: 2-1TCHRF

------------------------------------------------------------

their response

Dear Mr. Deepak,

Greetings from Nokia Care.

This e-mail is in reference to your concern regarding Nokia 6600. We

comprehend your displeasure over the prolonged service provision of your

handset. Kindly note that our Customer Care Division has been coordinating

with the concerned Nokia Care Centre to expedite the service provision of

your handset. Pertaining to the same, we would like to gladly inform you

that the service provision of your phone is complete, and we request you to

contact Mr. Vinod at the Nokia Care Centre, today, 31st January, 2007, in

order to substantiate the same.

We hope this clarifies your concern and we look forward to your continued

patronage of Nokia products and services.

For further enquiries, please feel free to contact our Technical Support

Executives at 30303838 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:

http://www.nokia.co.in/nokia/0,,96469,00.html

Kind regards,

Tushar Kataria

Nokia Care

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From: "ext Isaac Deepak"

To:

CC:

Sent: Wednesday, January 31, 2007 4:11:06 PM

Subject: RE: Nokia - Isaac Deepak - N6600 Service Provision Concern

[THREAD ID :2-1TUPY7]

Thank you... Could I have the number of Mr. vinod, so that I could call and

confirm with him directly on the delivery... am unable to reach him on the

numbers available in the jobsheet.

-------------------------------------------------

-----Original Message-----

From: NokiaCare [mailto:Email User ]

Sent: 31 January 2007 18:45

To:

Subject: Nokia - Isaac Deepak - N6600 Service Provision Enquiry

Dear Mr. Deepak,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to your enquiry regarding the service provision

on Nokia 6600. We will not be in a position to provide you the contact

number of Mr. Vinod. However, as mentioned in our previous correspondence

and the update received from the Nokia Care Centre, we request you to visit

the Nokia Care Centre and collect your duly serviced mobile phone.

We appreciate your patience and further solicit your cooperation.

For further enquiries, please feel free to contact our Technical Support

Executives at 30303838 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:

http://www.nokia.co.in/nokia/0,,96469,00.html

Kind regards,

Suchitra Sethia

Nokia Care

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From: "ext Isaac Deepak"

To:

CC:

Sent: Thursday, February 01, 2007 9:59:10 AM

Subject: RE: Nokia - Isaac Deepak - N6600 Service Provision Enquiry

absolutely hopeless... the bunch of you... i seriously wonder if you all

have an IQ of an ape.

In your previous mail (SEE BELOW), you tell me to contact Mr.vinod and

substantiate the same... right!!!... And when I ask for his number to

substantiate the same, you tell me that is not possible for you to

share!!!!.

On 3 occasions, the same nokia care centre and this customer care centre has

told me that the phone is ready only for me to waste time in going there and

finding it not ready... now I can't even call and find out if it is ready...

brilliant!!!

There are 3 numbers printed in the jobsheet... 1 doesn't exist, the other no

one picks up.... at the centre, your personnel tells me not to call at that

number as it is for internal use, the 3rd number is one of the personnel's

mobile number, who left your company 2 weeks ago. The last number is the one

that some one occasionally picks up, but is unable to transfer it to to the

delivery dept.... your toll free numbers and your SMS phone status facility

is a joke, because from day 1, the status of the phone has always been

"ready"... yet you guys after over a month still have my phone in the same

pathetic state.

There is no necessity to respond to this mail, after all you all are going

to go to the same templated reply document and cut and paste a standard

reply, without any utilisation of your under developed brains.

Meanwhile, I'll do what I have to do to protect my interest and the millions

of customers who are probably facing the same.

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-----Original Message-----

From: NokiaCare [mailto:Email User ]

Sent: 01 February 2007 14:08

To:

Subject: Nokia - Isaac Deepak - N6600 NCC Contact Information Concern

Dear Mr. Deepak,

Thank you for e-mailing Nokia Care.

In reference to your e-mail regarding Nokia 6600, we have noted the concern

you are facing in contacting the Nokia Care Centre as mentioned by you and

sincerely regret the inconvenience caused to you as a result of this. We

have forwarded your experience to the Consumer Feedback Team for appropriate

action.

We would also like to thank you for your valuable feedback and please note

that this incident is not a true reflection of our services. Our endeavour

is, and always has been, to provide you with quality service and your

feedback will help us in improving it further. We regret the inconvenience

caused and sincerely appreciate your continued patronage.

Please find below the contact numbers and the E-mail Id of the particular

Nokia Care Centre for your reference.

(044) 28512568-70

Email User

Kindly contact the Nokia Care Centre via any of the above contact numbers or

E-mail Id and check on the delivery of your phone. We hope this clarifies

your concern and appreciate your continued patronage of Nokia products and

services.

For further enquiries, please feel free to contact our Technical Support

Executives at 30303838 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:

http://www.nokia.co.in/nokia/0,,96469,00.html

Kind regards,

Catherine Sumiya Joseph

Nokia Care

--------------------------------------------------------

-------Original Message--------

From: "ext Isaac Deepak"

To:

CC:

Sent: Thursday, February 01, 2007 5:35:37 PM

Subject: RE: Nokia - Isaac Deepak - N6600 NCC Contact Information Concern

These numbers are useless... have you people tried calling these numbers and

check if anyone responds? One of these numbers do not exist and some are

engaged and when finally gets through... only the ring goes, no one picks

up... the email id is the same one... no one has responded to my email sent

last week... I can't believe this is happenning.... truely shocking...

anyway, won't bother you all again... no point in engaging with you all ever

again... so totally hopeless... and the worst part is there is no mechanism

to escalate, as nobody wants to be accountable....

I bought a new sony ercisson today... so thank you for wasting my time and

money.

----------------------------------------------------------------------

-----Original Message-----

From: NokiaCare [mailto:Email User ]

Sent: 02 February 2007 09:42

To:

Subject: Nokia - Isaac Deepak - N6600 NCC Contact Information Concern

Dear Mr. Deepak,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to your enquiry regarding Nokia 6600. We

understand your anxiety and displeasure over being unable to communicate

with the Nokia Care Centre and regret the inconvenience caused due to the

same. As per the update from the Nokia Care Centre where your handset is

submitted, we would like to inform you that the service provision of your

handset is complete. We request you to kindly visit the Nokia Care Centre to

collect your handset.

We solicit your co-operation in this regard.

For further enquiries, please feel free to contact our Technical Support

Executives at 30303838 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:

http://www.nokia.co.in/nokia/0,,96469,00.html

Kind regards,

Sylvia Alphonse

Nokia Care

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From: "ext Isaac Deepak"

To:

CC:

For your kind information... for the fourth time now, I went there to

collect the phone after you had confirmed that it was ready.... only to find

me waiting there again for about 2 hours and then being told that it is not

ready. Kindly scroll right down to the bottom of this mail, the whole

communication string of this episode is available and please read through

it. Honestly, you guys have some nerve!!

Now kindly give me the contact numbers, email id of someone from the nokia

management with a substantial designation, not from HCL... someone who can

bring in some kind of accountability to fix things right.

I don't wish to waste my time on your standard replies... this is my last

drop... If I can't get anything substantial from the management, am filing a

consumer court case, which is already in progress... Accountability would be

brought in there and also for the tons of money I have wasted.

----------------------------------------------------------------------------

-----

From: NokiaCare [mailto:Email User ]

Sent: 07 February 2007 17:05

To:

Subject: Nokia - Isaac Deepak - N6600 Service Related Concern

Dear Mr. Deepak,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to your concern regarding Nokia 6600. We

understand your anxiety and displeasure over the service provision of your

mobile phone and we regret the inconvenience caused to you as a result of

this. Please be assured that the matter would be looked into on a priority

basis and one of our executives will call you in the next 24 hours and

assist you further.

We solicit your co-operation in this regard.

For further enquiries, please feel free to contact our Technical Support

Executives at 30303838 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:

http://www.nokia.co.in/nokia/0,,96469,00.html

Kind regards,

Shabina Yasmin

Nokia Care

--------------------------------------------------------------

-----Original Message-----

From:

Sent: 10 February 2007 11:16

To: NokiaCare

Subject: RE: Nokia - Isaac Deepak - N6600 Service Related Concern

One of your executives did call me within 24 hours... so that is some

improvement... yet my problem still remains. When she told me that the phone

is ready, I told her to please check with vinod and confirm, as several

times, I have been made to run around after all of you have claimed to be

ready and when I turn up there, to only find it not ready. Your executive

apparently assured me that it was checked with the HCL centre and the

concerned in-charge person over there and I could go and collect it

yesterday. However, I have learnt that the phone is still not ready... so

here we are once again in this "happy merry-go-around". Now I dont wish to

engage this conversation with you all and it is obvious that you are all not

trained to handle these things... probably all of you are a bunch of

freshers sitting in a call center in bangalore or something and therefore

have no genuine interest in the whole thing.

I had requested in my last mail the email id of someone from the nokia

management with a substantial designation. You have conveniently chosen not

to address that. Now kindly give me the details of the same.

P.S: in case, you are going to reply in the manner you have been trained i.e

some pasting from some ready made mail formats.... kindly feel free to use

it from the mails belows.... I think I have received all your standard

ready-made responses.

----------------------------------------------------------------------------

Dear Mr. Deepak,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to your concern regarding Nokia 6600. We

understand the difficulties that you are facing concern in collecting your

handset. You may kindly note that we checked with Nokia Care Centre, your

handset is repaired, we request you to collect your handset by today that is

10th February 2007, before 6Pm. The contact person is Mr. Vinod Kumar or

Shiva. We regret the inconvenience caused.

We seek your patience and further solicit your cooperation.

For further enquiries, please feel free to contact our Technical Support

Executives at 30303838 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:

http://www.nokia.co.in/nokia/0,,96469,00.html

Kind regards,

Shamshad Begam

Nokia Care

----------------------------------------------------------

-----Original Message-----

From:

Sent: 10 February 2007 12:54

To: NokiaCare

Subject: RE: Nokia - Isaac Deepak - N6600 Service Related Concern

Are you guys PLAIN RETARDED or anything else beyond my comprehension. I

CALLED VINOD BOTH YESTERDAY AND TODAY... and he said that it is NOT READY

and I need to call on monday and "CHECK AGAIN".... ARE YOU PLAYING GAMES

WITH ME!!!!.... maybe he is lying to you all... I DONT CARE... KINDLY GET ME

THE CONTACT DETAILS, MAIL ID OF SOMEONE FROM THE NOKIA MANAGEMENT.

-------------------------------------------------------

Kindly judge... am yet to get my phone back

Comment On This

Thankyou Deepak, i thought of giving my nokia mobile for repair in nokia care. Your responce made me to think. I decided to use that mobile as a paper weight in my cubical. Iam going to a buy sony ericsson today.