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NOKIA

Posted bySoaham Parashtekar 
Organization / Product Details
Organization Name
NOKIA
View all Complaints against this organization
Organization e-Mail 
Product/Service DescriptionNokia BH-900 Bluetooth Device
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating10(in a scale of 1 to 10)
Name of the Company EmployeeMagnum Fashions (Service Center), Abid / Pulomina from Customer Care 
Complaint Details

I purchased Nokia Bluetooth Headset on 03/Apr/08, and it is covered by a 6 month Warranty from Nokia India.
On 15/Sep/2008, well within the warranty period, I handed over the headset to Magnum Fashions, Nokia Care Service Center at Jayanagar 3rd Block, Bangalore. The problem was with the Headsets Microphone.
I was told that it will take anywhere between 3 days to 2 weeks for the Repair / Replacement. However, I was also told that in case of Bluetooth Headsets, there are no serviceable parts, and if the problem exists, it will need to be replaced.

I called the Service Center at the end of September, and I was told that it was sent to "Higher Level (L3)". They had no idea when it will be back.

I subsequently called them a couple of times during next week, and they still did not have any communication from Nokia L3 Service Center.

I then proceeded to check with Nokia Careline. This was on Wednesday, 22/Oct/2008. I logged a Complaint (Complaint # 2-3G55YD). I was told that as it is more than a month, the case will be escalated and within 48 hours I will get a status update.
Today, Friday 24/Oct/2008, I called them twice. The first time when I spoke to Abid, he informed that he does not have a status, but it will definitely be available by 5 PM. I called at 05:45 PM and Pulomina there informed that she does not have status yet, but asked to call tomorrow and she was confident that the status would be updated by tomorrow...

All this has caused me a great discomfort. BH-900 is one of the top end models of Nokia, and I have paid more than 4000/- for the same, whereas Bluetooth Headsets are available for as low as 1000/-. I obviously expect some quality service while Nokia has already failed my expectations when the device failed to work in less than 6 months. 

Solution of your complaint1) First of all, For these cases, when the Service Center knows that a replacement could take time in weeks, it should provide a Standby Unit. 2) The Status should be dynamically updated on the website. Nokia cannot expect someone to be happy with a status that reads "your handset is not ready, please check later" for weeks together. 3) Nokia Care people should be taught some basic courtesy... They are downright rude when talking to the Customer, especially when it is their mistake... 4) There should be an Escalation Matrix where I know whom to check with if the problem is not resolved. There is no such escalation path on Nokia India or Nokia US website. 5) In case the repair is going to take a lot of time, I am happy to take a Refund of Rs.4000/- (rounded off, the actual price is more) and make sure I never buy a Nokia Product, thereby ceasing all communication between them and me 
ActionThis entirely depends on how Nokia responds to this complaint... However, having been unfortunate to be born in India where Law is meant to be bent, I am not sure if I will pursue with Consumer Court. Though if assited, I am ready to take up this case to sue Nokia on bad service levels. One thing is for sure, There will not be any Nokia Recommendation to anyone from me...  
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