In NOKIA, Customer is cared till he buys. After th...

Question

I had recently bought a Nokia N91 handset for Rs 28,000, about 3 months back. Within a week, it had to be dispatched to customer care centre due to malfunctioning. I received the phone back after a month. After a month again, it had to be dispatched to Nokia care centre on 5-Sep-2006. The target date for delivery was 5-Oct-2006. In Nokia, it takes minimum 1 month to repair any phone. The complaint number is 2-1JKT61.
Upon inquiring on helpline about my handset after 10 days, I was told that the new target date is 30-Sep-2006.And, upon inquiring on 30-Sep-2006, they confirmed delivery, and that I could collect the handset from the Nokia care centre. Similarly, SMS status, indicated “Status closed, Send to L3”. It seems Nokia believes, the term L3 is very informational, and satisfies the customer’s query.
Upon reaching the center, I was informed, that they have no information about the delivery of this handset. Further, there was no revert mail about the handset delivery from the head office. It was very encouraging for a person who had just driven 15km drive to the center in just over 1.5 hrs.
I was told to wait another 48 hrs and thereafter, another 12 hrs. I was further assured, that Nokia repair cell would inform me about the handset.
Of course, they has never called till date.
Obviously feeling frustrated, I aggressively inquired on the helpline about the handset. I was asked to behave professionally by the helpdesk of the company. But in events till date, Nokia has not showed professionalism as expected from this company. Further, my monetary investment is blocked due to this negligence.
After personally visiting the Nokia care centre, I am now told, there are scores of cases in this model, and that my case is not so special. And, there will be no refund or replacement.
When challenged about dragging Nokia Customer Care to consumer court, they openly claim that this case will be dismissed from the court without success, and till the case continues, the handset will not be returned.
It seems the Nokia as a company has not only employed good lawyers, but also the judges, who will always deliver the case in their favor. After all, consumer safety laws of this country are not strong enough to teach Nokia a lesson.
I will be moving a petition against nokia in consumer court, and I would request all Nokia handset owners who have suffered the agony of the nokia customer care to unite and fight against this injustice.
In NOKIA, Customer is cared till he buys. After that, who cares !!

Answer 1

I have to say that my experience of Nokia is just the same and it only adds insult to injury when moderators on here patronisingly lecture to the very customers who pay Nokia employee's wages by buying the handsets.
This is a help forum. People may want help on how to formally complain to or about Nokia. I'm afraid moderators and those fortunatel enough not to have suffered at the hands of Nokia's appalling customer service need to be realistic. Nokia cannot have it both ways; they either take customer service seriously and train/remove the idiots they have on their helpdesk or theyt accept that there will be a backlash.
I have exhausted just about every avenue I can think of to recover a handset I have been without now for the fifth week. See 'Beat this' in the Smartphones forum for more info.
I have tried phoning, e-mailing and writing letters. Your phone calls go unreturned. E-mails are replied to usually but in a usually generic and always unhelpful fashion, offering nothing by way of resolution. My letter to Nokia Head Office has gone unanswered. Out of sheer frustration (well you can only believe the usual line 'we're still waiting for a response to X Dept' for so long), I have written to the Board of Directors of Nokia in Finland. Not after though speaking to the MD of CRC, Mr Cameron Radford who also expressed concern that Nokia just refuse point blank to take ownership of a situation they themselves have created.
I had my handset stolen. It was brand new. Despite CRC claiming on insurance with the carrier, UPS, they are not allowed to use the claim to provide a new replacement handset to me. They will only offer a secondhand handset because Nokia insist this is part of the warranty. Because not even a second hand handset was available for me, Nokia saw fit to keep me waiting for weeks even before anyone told me what the cause of the delay was.
I do not understand how a business that is so blatantly inadequate when it comes to basic customer service can be so large. Nokia are an absolute disgrace. If the company took a pride in customer service, instead of 'telling off' those who are so frustrated, they complain on here, they would actual pick up the problem and do something to turn it around.
Nokia...YOU ARE A DISGRACE.