Nokia! It’s high time you get your acts correct

/ Aditya Bhasin

Update: February 24th 2013 : 1630 HRS – Day 26th at service center

So I started my day speaking to Nokia care line today. Raja told me that the phone WAS ALREADY delivered to service center on February 19th, upon referring to him that I had a conversation with Ahmed yesterday who told me that it will take another 4 days for them to deliver the phone to Noida center he asked me to put the call on hold. I said sure.

@NokiaHelps #Nokia #Lumia1320 : Still on call with Raja at 91(11) 30303838. He had put me on hold. Let’s see what does he come back with

— Aditya Bhasin (@meadityabhasin) February 24, 2014

When he came back he said that the phone will be delivered at the service center today. I said OK, let see what happens even today.

@NokiaHelps #Nokia #Lumia1320 : Raja tells me that I will be getting the phone today. He assure me for same. #LetsSee

— Aditya Bhasin (@meadityabhasin) February 24, 2014

The conversation with Nokia careline is obviously useless they have no sense of idea what they are talking and does not seem to have any updated information even. Raja told me that Sandeep was supposed to call me on 17th Feb. That NEVER happened.

In regards to the email I am sending them I am getting nothing but template emails in revert. Here goes last few emails :

Date: Sun, 23 Feb 2014 07:02:29 +0200
> From: contactcentre.india@nokia.com
> Subject: The Service Request Number is 1-14959033252 [SR# 1-14959033252]
> To: aditya.bhasin@hotmail.com
> 
> Dear Aditya,
> 
> 
> Thank you for e-mailing Nokia Care. The Service Request Number is 1-14959033252
> 
> This e-mail is in reference to the repair concern with your Nokia Lumia 1320. I sincerely regret the inconvenience caused.
> 
> In response to your email, I would like to inform you that the case has been again forwarded to the concerned department and one of our representatives will be contacting you at the earliest.
> 
> 
> Thanks & Regards,
> 
> Aniket Singh
> Nokia Care Representative
> India

From: aditya.bhasin@hotmail.com
Sent: 23/02/2014 11:27:48 AM
To: "contactcentre.india@nokia.com" <contactcentre.india@nokia.com>
Subject: RE: The Service Request Number is 1-14959033252 [SR# 1-14959033252]

Please for God's sake tell me something new, may be a new email template? 

> Date: Mon, 24 Feb 2014 10:59:45 +0200
> From: contactcentre.india@nokia.com
> Subject: The Service Request Number is 1-14959033252 [SR# 1-14959033252]
> To: aditya.bhasin@hotmail.com
> 
> Dear Aditya,
> 
> Thank you for e-mailing Nokia Care. The Service Request Number is 1-14959033252
> 
> This e-mail is in reference to know the complaint status of your Nokia Lumia 1320. I regret for the inconvenience caused to you.
> 
> In response to your email, I do apologize for the delay. Further, the case has been already forwarded to the concern department and any update in this regard same will be communicated to you. 
> 
> Thanks & Regards,
> 
> Sahil Sharma
> Nokia Care Representative
> India
> 
> [THREAD ID:1-6VE6MZW]
> *--*--*--*--*--*--*--*--*--*--*--*--*

 

The audacity of Nokia does not end here. Folks at Social@nokia.com and Press.services@nokia.com  are not even acknowledging my emails.

 

Update: February 23rd 2013 : 11: 55 AM

I just spoke to Ahmed on Nokia care line phone no : 91(11) 30303838. He is now telling me that the phone will take another 3-4 days to be delivered to Service center.

Upon asking about which factory center phone was repaired – Bangalore or Dharuhera he said that he does not have that information. I said OK. Even if it is Bangalore then is at a Nokia Manager who is running a Marathon to deliver my phone to Delhi and has taken seven days and would take another four days?

I even gave Nokia an offer that let me go to Dharuhera- if phone is there and collect it myself.

I am wondering what they are doing, on Monday, they called me that they will be delivering the phone at service center by Friday and today they are telling me that it will take another 3-4 days?

Update : February 23rd 2013

11:27AM

-Day 25th at service center.

So, I just received a response from Nokia to my last email. It is THE SAME TEMPLATE EMAIL THAT I HAVE BEEN GETTING SINCE FEBRUARY 1ST. Just THE same.

“Dear Aditya,

Thank you for e-mailing Nokia Care. The Service Request Number is 1-14959033252

This e-mail is in reference to the repair concern with your Nokia Lumia 1320. I sincerely regret the inconvenience caused.

In response to your email, I would like to inform you that the case has been again forwarded to the concerned department and one of our representatives will be contacting you at the earliest.

Thanks & Regards,

Aniket Singh
Nokia Care Representative
India”

Update : February 22th

So today is the 24th day that my phone is with Nokia care. On Monday, I got a call from Nokia care line that my phone is now repaired. *sigh* and they said that it will be soon sent to service center and I can then collect it from there. I said OKAY.

On Tuesday I got a call from Nokia Noida center owner telling me that the phone is repaired and you will be getting it by this week. I said OKAY.

Since Monday till today it’s the sixth day and I am yet to get my phone back. I’ve been told that it has been couriered from factory repair center. So now that we know that Nokia care sucks, we also know that the kind of courier service they use sucks even more. It is taking them more than six days to deliver a phone – that too within the City region?

I am not sure what it will take Nokia to give me my phone back, I am already pissed off and they continue to deliver things in a way that it is doing nothing but frustrating me more.

________________________________________________

So it all started on January 20th when I decided to switch to Nokia phone- Lumia 1320. It was just out in market phone and I obviously liked it for amazing Windows UI. But, my happiness for the new phone did not last long. On January 29th my phone’s screen broke into pieces. I was obviously sad but I had no choice left but to get it fixed at Nokia service center (Kingsway Camp). I went ahead to submit my phone there on Jan 30th and was told that it will cost me RS 12000 for the screen and they confirmed me that there are no other issues in my phone and everything else is fine.

They told me that it will take up to ten days for them to replace the screen, yeah! Ten days – just to replace a broken screen that too when the customer is not paying any pity amount but a hefty amount of RS 12000! But, anyways I had no choice. Some five days later I got a call from Kingsway camp service center telling me that it will take more than ten days, that pissed me off obviously and I said I don’t care how you guys fix it but I need my phone back within time frame told to me earlier and disconnected the call.

By now I had already emailed Nokia care about my concerns. Here is an extract:

I have a question here, what takes Nokia to ask me for whooping ten days just to replace a glass mirror on my phone? Also, the amount that is been told to me that will be charged is unacceptable. RS 12000 just for the screen? I mean the phone itself cost RS 24000 in market but anyways, that is actually not my concern. I will eventually pay RS 12000 for screen, but, the main purpose of me to write this email is to draw your attention towards the quality of part that you will use in my phone. Also, please see if the time frame can be reduced to some extent. Ten days are way too much in all regards.”

I then had a call from Nikhil on February 4th who claimed to be from Nokia Gurgaon office and he told me that I can go to Nokia Care in Noida as they have the screen available and they will fix it for me in 45 minutes. I agreed.

At that very moment I went to Kingsway camp and collected my phone in WORKING CONDITION and was able to make calls after charging my phone for some ten minutes. Next day I submitted my phone at Noida center that replaced the screen for me and charged me RS 9700. I have no idea what Noida center did or not did but my phone never started after that.

Noida center came to a conclusion that the battery is not holding charge and they need to send it to factory center for repair and would take 7-10 days.  Already pissed off I said OK, let me submit it to a Nokia care center near my house as I cannot travel to Noida every now and then. This happened on Feb 5th.

On Feb 7th I took my phone to Kohat Enclave center that refused to accept my phone stating that I should take my phone back to Noida center. Frustrated I did that! And since then my phone is with Noida center and I was told that it will be sent to factory.

On 12th February I got a call from Nokia again saying that they know that I am unhappy about how much time it will take for them to replace the damaged screen! Imagine this situation now; Nokia is not even updated about my issue status. Sick. And then I got another call from Noida center telling me that they might need time until Feb 23rd to repair my phone.

I am still wondering what Nokia is up to? And what the hell they are seeking from me? And on top of that the email communication that I had with Nokia results in nothing but a “template” reverts every time. No matter how many emails I write them they revert me with this always:

Dear Aditya,

Thank you for e-mailing Nokia Care. The Service Request Number is 1-14959033252.

This e-mail is in reference to the repair concern with your Nokia Lumia 1320. I regret for the inconvenience caused to you.

In response to your email,  I would like to inform you that the case has been forwarded to the concerned department. Our representative will contact you in the next 48 hours.

I have been communicating with them since Saturday, February 01, 2014 11:25 AM and since then I have only got two personal calls from their team unlike they state me in every email that they will call in next 48 hrs.

The service support sucks like anything; even Nokia itself is not sure who all are part of their service network. Here is an example

Fullscreen capture 2152014 23232 AM.bmp

At Noida center and at Kingsway camp center I found a board displaying all the service centers. Here I found two nearby centers to my house: Chaitanya Communications Address: 920-922, Clock Tower, Subzi Mandi 110007, Delhi, Delhi, India Phone: +919899012111 (Nokia board and website)

And another one : Ashok Vihar center #found at Nokia care center display board) : 9811461477 Ashok Vihar Phase III.

I was told by Shivam/Sachin that Chaitany communication is now closed. Though, the website still shows their name under repair center list. When I attempt to call at this center it is found to be switched of.

When I attempted to call Ashok Vihar center on their phone number, they choose not to attend calls. I tried 5-7 times but failed to make any human contact.

In my one of the emails I demanded them that they should give me a replacement device as if there can be  issues with phone battery within first 15 days then what happens in coming times, to that they have denied saying that they cannot do it as it is not their policy. I am wondering if making quality product is also not their policy and yes after sales support too.

It was because of delays on Nokia’s end that I had to buy another phone with basic smart phone features so that I can somehow survive this crises this obviously was because Nokia Noida center had no Windows phone to provide me as standby and were giving me a Symbian phone as standby which I decided not to accept as I didn’t see a reason to opt for a phone that is not worth anything.

Till now I have been very diligent with Nokia in this regard but now things are turning ugly. I am losing on my productivity, time, money and patience. Nokia on the other hand seem to have a blindfold in regards to everything are good at nothing else than sending template emails.

7 thoughts on “Nokia! It’s high time you get your acts correct”

  1. Mate they are not going to help you at all. Felling really bad because this happened with him an year ago when i was using Sony Ericsson Experia NEO V. No doubts that the phone was one the best devices at its range but the services center people fucked my time, money and phone too and i never got the device back in the condition, i gave it to them.
    Really sorry to say that, but these NOKIA and other service center people sucks big time and you have to take certain strict actions about them and i think that you have the power to do that.
    GOODLUCK!!!

    Reply

  2. sorry for your trouble and wishing you to get the phone back soon.
    bad service happens with all companies including nokia, some years back sony just plain refused to even take my phone for service saying the motherboard is not in stock anymore and since it was more than a year i had no warranty too.
    in the end i had to throw away that phone.

    Reply

  3. Hi. I own NokiaViews.com and discovered your story via wpcentral’s forum.

    It really sucks that you had to go through all that. I own 1020 and 710 both of which are fantastic devices. My 710 bricked the other day and Nokia’s Kohat Enclave center replaced my 1 year old phone for free within 2 days. I did not even tell them about my background!

    I however, had a similar experience with Samsung service center (the one near Madhuban chowk) who took 12 days to replace my father’s Galaxy S3’s display, a phone that is almost 2 years old.

    Reply

  4. It is sad that you had to undergo such trouble just to get a screen replaced !
    If you have time and patience, I suggest that you go to a Consumer forum and ask for damages.
    Regards

    Reply

    • I wish Antarik it does but looking at Nokia’s response till now I am not very sure. Let’s see what happens moreover weekend is now over so they should respond now. Though what they replied on Twitter sucks more than their service.

      Reply

  6. OMG what an ordeal you had to go through. Thanks for sharing.
    There was a time when Nokia was a market leader with it’s great phone but not sure if the service was as bad. But now with it’s market share down it needs to pull up the socks. People just say customers are kings..

    Reply

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