Sir,
I have been using Nokia handsets for my family members since last 10 years. Models of 3230, N72, 6280 and basic models lime 3310 and 3315 were extensively used. I have purchased a 6280 model during September 06. The handset went out of order during April07 and handed over for disrepairs through the dealer at Chennai, Tamilnadu India. Repairs underataken, since its restoration, within another 10 days, it was again went out of order during may-07 also. This time The dealer had admitted that there is come serious problem and assured to send it for repairs to the Nokia Company. Without charges, the phone was returned to me after a month’s time.

It had worked for 2 months and again there was some serious problem during September-07 and by the time, exactly the warranty period of 1 year was also over.

After 25 days, after a great fight, the handset was delivered to me on one fine morning after payment of Rs. 1610/-. The set worked for 4 days only.

The hand set was handed over to Nokia (HCL Care) on 14.12.2007, the response was received back only on 26.02.08 after 3 months time informing the handset is ready for use.

When approached, the set was delivered to me after payment of Rs. 1510/-. On 28.02.08. Just the working condition was checked on the spot the set was not working. I have asked for refund of the money immediately for which your people are not agreeing. For no fault of the Customer, the way you people are taxing the customers is really annoying.
I hope this could be a mile stone in making some organizational change in your approach.

1. In the Service Centre at Chennai- 600 002 placed in Anna salai, on an average 250 handsets are received for repairs daily. Does any one get the feed back at to why so many sets are received daily – Whether it is sub standard in product quality ?
2. Out of so many deliveries which I saw there, the executive replies that the repairs could not be attended to and returning only after getting money for the services undertaken, the Customers are forced to give money first then only the executives informs that the set is dysfunctional. Will it not affect your organization?
3. Could you please take a serious not of this and take a survey at Chennai, Tamilnadu immediately.
4. For my case, I intend to approach “District Consumer Redressel Forum” Chenai for remedies, besides I have asked “Indian Express Exhonora” – a Consumer activists group to give an appointment for me to discuss this issue in public forum to create an awareness among members of public in the open meeting which will be widely covered by media.
5. People should know the in and out of after sales service of “Nokia”. They thing that it is working very fine based on the feed back from the centres, monitoring online – Which is stage managed show.

I am a MBA Graduate with MHRM as two major post graduate study under Human Resources Management. An officer of senior manager could surprisely visit your Nokia Centre, Annasalai Chennai to measure the level of dissatisfaction of customers coming out of the centre. 6 in 10 cases are turned down as “not repairable”.

I would like to file a OA against the Company – could you inform me about the designation and name of the officer who can be pursued further to face legal implications through my mail [email protected].

I hope u will consider some thing serious to retain customer base else every one will go out of you as I choosed to go to “Sonyerricson” for my needs now.

Hope, you will be doing some thing, on this.
My contact number is : +0919444227090

Yours Sincerely,

Sakthivelu V.M.
ASP FM
DOP, Chennai- 600 002.