Receipt no: 1939865

Dear Sir,
I am forced to write to you today a complaint as I tried all ways to solve it by myself, but in vain. The problem is that I bought a Nokia Cellular Phone (receipt no.33996), Model Nokia 5610 XpressMusic, from Raya Company, Egypt, Cairo, Makram Ebeid Branch, on the 20th of November 2007. After 3days (on 23.11.) I complained that the phone has a technical problem at "End Key/power Key". Thanks God, I was lucky to get a new one instead of the defected one.
On 27/3/2008 "the Music Slider Key" was broken while I was trying to open the menu and it had also a Software problem. So, I went to the customers' service of Raya Company, Makram Ebeid Branch, Cairo, for maintenance. I was surprised that they asked me to pay 70 L.E. for repairing the broken key. So, I had a lot of negotiations with Raya as the phone is still within the warranty period and I bought is only 4 months ago. Where is the after sale service, Sir?!!! -----------â–º (1)

4 days ago I called again the customers' service at Tel. No. (19900). The person who answered me said that the phone is still at the quality control dept. for testing and the next day I can have the phone.
The next day, Mrs. Marwa from the customers' service of Raya answered me and told me that I have to wait for further 3- 4 days to receive the phone. I told her that I am in a hurry and I need a very fast feedback as I am travelling on Thursday morning to Frankfurt. She was kind enough to send an URGENT MAIL stating that I need my mobile as soon as possible.
Yesterday, Mr. Ahmed from the customers' service of Raya, answered me and said that I have to wait for further 4 days again because my mobile was rejected from the quality control, at this stage. I asked him about his full name, the name of the head of customers' service, or even the telephone number of Makram Ebeid Branch, but he refused in a very rude way. When I asked him what can I do? He said: there is nothing to be done; you have to wait till 8.00 p.m. to have your mobile from Makram Ebeid Branch or to meet the head of Makram Ebeid branch to solve your problem.
Afterwards, I tried to call the customers' service again, somebody else answered me and finally I could talk to Mrs. Soha, head of Customers' Service, she sent an URGENT MAIL to the head of the maintenance Dept. and she promised to call me back in an hour to inform me about the current status of my mobile. But to my regret and disappointment she didn’t call me back. So, I called her again and she replied that in the same evening I will receive my mobile from Makram Ebeid Branch or I will receive a new one instead and that I could call her at 8.00 p.m. to check and that she will be available.
When I called her at 7.45 p.m., Mrs. Rehab (I hope that the name is right) answered the phone and told me that Mrs. Soha finished her shift at 7.00 p.m. and she had already left??!!! I asked about my phone and she said that I can have the phone the next day (this means today) at 12.00 noon or I can go to meet the head of the branch and that the maintenance Dept. closes at 10.00 p.m. so you still have time. -----------â–º (2)

Then I went to Mr. Mohamed, head of Makram Ebeid Branch who informed me that the maintenance dept. closed already at 8.00 p.m. and he can do nothing now. He said, if I had arrived before 8.00 p.m. may be the problem situation could be solved??!!!
So, I have to come the next day (today) at 12.00 noon. (the time of my arrival in Frankfurt) to get my mobile. I asked him then that it is my right to get a new one as the defected one could not be repaired and is still covered by the Warranty Certificate, but he said bluntly: I cant as I am not authorized!!!. -----------â–º (3)

NOW:
From No :1 and 2 and 3 : it is clear that the Customers' Service of Raya are all liars, and dishonest, and don’t have any communication within the Dept. I am really upset, shocked and disappointed from the way of treating customers, solving problems and handling the whole situation. I am writing my e-mail now from Frankfurt.
I have to inform you that you have a very bad after-sale service, which gives a very bad and negative impression about your esteemed company. In fact I feel deeply sorry having purchased my phone from Raya!!
I think you should have information and get to know about my case if you are caring about Raya's image and reputation. I am sure that I am not the only case as I heard also from relatives, colleagues and friends that they suffer much from your customers' service teams. If I don't receive a concrete reply and fair solution for this problem, I intend to publish my complaint and bad experience with Raya in several newspapers such as Al-Ahram Newspaper as well as informing the Consumers Protection Authority as well.

Hoping that the top management is caring more about the customers, I remain, with
best regards.

Marwa El Serafy
(002-0101230030)