Rakesh

Nokia India Private Limited (Corporate Office)

DLF City Phase 3 ,Gurgaon

To, Karandeep Kaur, Care Manager, Nokia India Pvt Limited. Tel: 0124-4833000, 4833090 Dear Madam, This refers to our telephonic discussion earlier today. Please read thru end of this mail and do advise what I need to do to seek justice to pain and frustration that I've suffered since I purchased a new BOX pack Nokia E63 on 15th July 2010 (Invoice No #759/228338, Store# 1069, Sales Tax Reg ACFE1386KST001). IMEI: 352009046310111. Background: 1) As conveyed, I could notice the following problems within 1-2 days after the said purchase date. a) My batteries die down within 1-2 days even though my talk time and usage is very low, at max 1-2 hours a day. b) There is no display of battery full even if I keep the set continuously on charge for more than 6-7 hours. 2) Initially within 2-3 days from my purchase date sent a mail from my registered yahoo id with Nokia i.e. jajaus2007@yahoo.co.in, (currently having some issue with the yahoo server so not able to open my yahoo mail box and as such sending this mail thru my rediff account ; screen short attached showing the problem with my yahoo account) to Nokai support Services highlighting the issue that I’m (battery dying ,no full charge message etc) having with the handset and subsequently approached Nokia Care center in Gurgaon on 24th July 2010 as per advise from the Nokia Support Service .The Nokia care center head Mr. Malik advised that the problem is with the software version and updated it to the latest . My new cell was kept for service and I had to spend around 3-4 hours in the care center. Service Job Sheet NCC code -903433527/100724/8. As a workaround the service center also advised on 24th July 2010 that replacement of my Nokia cell and battery can be taken for consideration however both the replacement will not be a box pack and will be open. It is surprising to note that after spending Rs 8949.00 and highlighting the problem within few days of my purchase date to Nokia Service Center this is what NOKIA offered as a solution to a product defective handset. 4) I also spoke to Customer executive Mr. Vishwvanata (30303838) around noon on 30th June 2010 and there was no favorable response and probably didn’t entered a complaint in the system. 5) Today 6th Aug 2010, I again spoke with Piyush customer executive. He was arrogant in his approach and suggested that I need to again have a visit to Nokia Care center, get a new job sheet (keep my cell there for 48 hours) and then only any complaint can be logged by the customer care. As per Piyush’s advice, I today went to Nokia Care Center and it was surprising to note that just within few minutes Mr. Malik conveyed that some ISU is faulty (physical damage) and it can’t be covered under warranty. I don’t report any different problem to what I had observed on 1 day of my purchase and also highlighted within few days by mail to Nokia support services and subsequently on 24th July 2010 at Nokia Care Center, Gurgaon. I’m wondering how a manufacturing product defect can be attributed to customer with an excuse that there is a physical damage to ISU that charges battery where the fact is there is no physical damage to the handset. Even a layman can say so looking at the condition of the handset. A chip inside the mobile cannot get damaged without any physical mark to the handset from outside. Request to Nokia: I would like to request the Nokia to either change my cell with a box pack replacement or I should be payed back my payment without any further delay and harassment that I’m going through . I'm a working professional and have limited time and can't keep on pursuing with the Nokia customer care or service center and go through this agony and pain with no fault of mine. I'm looking for a favorable response and early resolution at an earliest date. Nokia Care Center Address where I visited on 24th July and 6th Aug 2010 The Cell Point B-100-A, South City-I, Near Signature Tower, Opp. HUDA Gymkhana Club, Gurgaon Tel.:0124-3256565, 4102709 E-mail: cellpoint_gurgaon@nokiacareindia.com Thanks in Advance, Best Regards, Rakesh Kachroo Cell: 91-9717678747