Nokia Customer Grievance
January 29, 2008 by Balaji
I posted a blog post titled “Have a Grievance that needs attention?” on October 22, 2007 and had nearly 75 views. Many of these clicks were directed by Search Engines (as per WordPress) with keyword “NOKIA CUSTOMER GRIEVANCE”. This made me realize that I am not the only dissatisfied Nokia customer and many people are looking for ways to get their grievances addressed by Nokia.
I decided to send an email to Nokia care to get any escalation information from them. I did and got the below reply mail, see if this will be of any help to you!
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From: NokiaCare <support.services@nokia.com>
Date: Jan 29, 2008 9:54 AM
Subject: Nokia - Balaji - E50 Escalation Procedure
To: myemail@gmail.com
Dear Mr. Balaji,
Thank you for e-mailing Nokia Care.
This e-mail is in reference to your enquiry about Escalation process. You may kindly note that, any escalations, feedbacks can be registered with us. Hence, in order for us to obtain better insight into your phone concern, we request you to elaborate on the exact nature of the concern in your phone. We assure you our best possible attention at all times and further solicit your cooperation.
In view of improving our services, we request you to participate in a short automated customer satisfaction survey from the web link mentioned below. You can rate this e-mail service on a scale of 1 - 5. A rating of 1 would denote your dissatisfaction towards the services and 5 would denote your Satisfaction towards the services. Your feedback will help us in our efforts to continuously improve our service to you.
For further enquiries, please feel free to contact our Technical Support Executives at 30303838 between the hours of 9:00am and 9:00pm, seven days a week. For online support, visit “Have a question? Ask Nokia” at www.nokia.co.in. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.
Please help us improve our services by clicking on the following link:
Kind regards,
Namrata Maurya
Nokia Care
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I sent them a note by clicking on the link : http://www.nokia.co.in/A4535016
Please do let me know if you get any positive response from them.
I bought Nokia 5310 on 26th Nov’07,after 20 days the set started creating some major problem. I had given to Nokia Care for servicing,they returned me after 7 working days with repair. But after some days again the set was giving problems like: volume keys not working,auto switch off while listening music and so on. Now again a major problem was there i.e; cell was not getting started. Its not possible for me to go to Nokia Care again and stand in queue for hours and submit the set and wait for it getting repaired and so on. For me to spend a sum of Rs.10500 on a cell is a big issue. I have chosen Nokia for its quality but now I am suffering.
Pls help me at the earliest.
does anyone knows if there is any other information about this subject in other languages?
I think NOKIA has decided that someone should initiate proceedings against it in as much as they are selling defective mobile handset. Despite notice give by me on behalf of my client, no replacement is given. I have advised my client to go and file complaint against NOKIA in consumer court for price of mobile handset, mental torture and compensation.
I know so many people who don’t like the phones and the service provided by Nokia these days. I dont know if someone in Nokia is even bothered to respond to customer woes. I think they shld have better mechanism to address customer issues.
Sunil - If you a lawyer and if you drive this thing, please do. Do a guest post on how to deal with these issues in the consumer court? What are the doc and how to approach the consumer court.
HI friends,
I want to share my experience with NOKIA cell phones with you and want to ALERT you regarding the drastic drop in it’s quality in recent years.
The Nokia that once upon a time was famous for it’s quality and thus managed to get a upper hand than other player is now not the same.
Here are my experiences and sure that I am not the only one:
1. I bought a Nokia 6670 and after 1 year it’s keypad started giving some problem ,I took it to NOKIA care ( bigest mistake) they told me that there was some problem with keypad and they fixed it and charged me around Rs 300 but after one week same problem came again and after a long struggle they were ready to repair the phone again but again the same thing and after 2 weeks it again had the same problem. I thought that Nokia care center has some problem and took it to different nokia care they charged me Rs 650 and told me that they have fixed the problem but after 1 week the phone again had the same problem and when I took it again they fixed it but again after 2 weeks that phone stopped working after that neither I had time nor money to spend so I decided to buy new phone. But the excellent care of Nokia care didn’t stop here please keep reading.
2. I bought a Nokia 2626 and on the first day I found that the display had some problem and the dealer had replaced the phone (again the quality).
3. I got a replaced Nokia 2626 and it worked well for 2 months and after that suddenly one day it stopped working and when I gave it to dealer, after 3 weeks he informed me that it is water damage and said that Nokia is asking rs800 to repair the set but I am 100% sure that the phone never came in contact of water but still I though that set may have come in contact to sweat bc’s I can’t think of any other reason.
So I collected the set from dealer and gave it to Nokia care myself and after 3 weeks this is the reply that I got
“ELS failed.liquid log on system connector,INTER track MISSING, so not in warranty can’t be repair so RWR”
I don’t know how without anything the set came to this state and when first time nokia was ready to repair it for 800 how come second time it can’t be repaired. I am sure that now nokia care is full of incapable guys who has no or very minimum knowledge and I can’t have more strength to be with nokia and switching to motorola.
In case you have any plan of buying a nokia phone I will suggest you to visit any nokia care shop and you will come to know about the customer’s frustration with the quality.
In case anyone knows about any legal possibility in this case and had such experience please let me know.
BYE BYE nokia and NOKIA CARE you SUCKS.
Naren