Nokia Care Centres in Bengaluru: Very unprofessional


Hi. I have been using Nokia mobile phones from several years and have been an ardent fan of the world’s largest manufacturer of mobile phones. I have used some of the best phones that Nokia has manufactured, including Nokia 6131, Nokia 5700, Nokia 6303 Classic and many more. Though Nokia offers the best quality mobile phones to the market, they fail to offer the best quality customer service. Yes, I have had some of the worst experiences at Nokia Care Centres and it is seriously an appalling  service.

Courtesy: www.nokia.co.in

My Nokia 5700 Express Music handset was working fine however, the back cover was broken, for no reason. The battery was not charging completely and I received less than 1 hour talktime. I also lost the headset (Music Edition) and the camera wasn’t working properly. I therefore did visit the Nokia Care Centre in Jayanagar 3rd block (above Nilgiris) in search of the headset and back cover. I however received a straight answer that they do not have it. I was not even assured of getting it repaired. I therefore tried my luck across 4 other Nokia Care Centres across Bengaluru but none of the centres even bothered to receive a complaint.

A few weeks ago, I threw my Nokia 6303 Classic handset (don’t ask me the reason why I threw it !!) and the lower part of the display was shattered in to pieces. Only half of the screen (upper half) was visible and I had a hard time managing it,. I went straight to Nokia Care Centre in Jayanagar (above Nilgiris) and I was told, it would cost 2000 rupees !! Now the cost of the phone is around 6000 rupees and I was surprised! I understand that it is a TFT display but 2000 rupees is something unethical. I said, I do not want their service. The staff was very rude, did not have any courtesy to explain the reason, of charging 2000 rupees to change the display.

I then went to another Nokia Care Centre hoping of better service. This time, I went to the Nokia Care Centre in Koramangala, opposite to SKC, a 2 minute walk from Forum Mall. I told them that I need to change the display and surprisingly, I was quoted the cost of the repair to be 1250 rupees !! Now there is certainly something fishy, as one Nokia Care Centre quotes a different cost compared to another !! There is no fixed price for the cost of repair of Nokia handsets and every centre quotes their own prices !! This is definitely not a quality service and this is seriously condemned.

I even wrote an email to their customer care centre explaining the problem of finding a back cover, headset and a complete service for Nokia 5700 Express Music. So what reply did I get? Take a look at it yourself –

Dear Sir,

Thank you for e-mailing Nokia Care.

This e-mail is in reference to the panel availability for your Nokia N5700. We regret the inconvenience caused. Since you are facing concern with the optimal performance of battery, we request you to submit the phone at the Nokia Care Center and revert with the below mentioned details –

Location and complete address of the Nokia Care Centre (where your handset is submitted)
IMEI/Serial Number of the phone
Latest Job slip/repair number
Place of purchase and date (complete address of the dealer)
Date when the phone was submitted
Your alternate contact number

The above mentioned details are vital and will help us to assist you further.

In case you are not getting assistance from Nokia Care Center, we request you to contact the Careline from the Nokia Care Center for immediate assistance.

We suggest you to kindly prefix the STD code of the city from which you are calling to 30303838, if you are dialing from your mobile phone. If you are dialing from a landline number, you may directly dial the number. Please note, local call charges would apply.

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/asknokia

To ensure proper handling, please continue to use the current subject line.

Please help us improve our services by clicking on the following link:
www.nokia.co.in/caresurveys

Kind regards,

Sarin Lohi
Nokia Care

This email was sent to me on the 15th of November 2010 and then, I replied with all the necessary information. What was the next reply I got? Find it below –

Hello Sanjay,

Thank you for emailing Nokia Care Line.

I am Kavish working on Case ID # 1-11283053218 so that we can track this issue. At the outset, please accept our sincere gratitude for the time taken and efforts made by you in sharing your concerns with us.

I understand that you want to know the repair cost of the camera in your device.Also you want to know the availiblity of HS-44/AD-44. I am aware of the importance of this matter and I am very much willing to provide the necessary assistance you need to resolve this concern.

I am sending you a link so that you can look for more Nokia Contact Centers and Nokia Priority Dealers in your city.

http://www.nokia.co.in/find-a-store

Your feedback is valuable to us as we are very interested in hearing about your support experience. We appreciate you taking the time to respond. Please click on the link below to provide us with the valuable feedback.

http://digiumenterprise.com/answer/?inv=27672111&chk=9TVSFAJY

For further enquiries, please feel free to E-mail or 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/asknokia. 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: www.nokia.co.in/caresurveysKind regards,

Kavish
Nokia Care Line

What reply is this?? They are providing me with a link to their website and expect that I search the headset myself online? These representatives from Nokia must be joking !! What a poor service !! I therefore replied them, it is their job to find the necessary headset and provide me the service, and not mine. They replied the next day, find their last email to me below –

Hello Sanjay,

Thank you for Contacting Nokia CareLine.

I am Raman working on case ID # 1-11285259102,  so we can track this issue. At the outset, please accept our sincere gratitude for the time taken and efforts made by you and sharing your concern with you.

I understand that your device is not repaired by Nokia care centre.
I am aware of the importance of this matter and I am very much willing to provide necessary assistance you need to resolve this concern

We would inform you that we have forwarded your case to the concerned departement, we will give you a call back within 48 working hours.

For further enquiries, email us or  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/asknokia. You may also find answers to your queries at www.nokia.co.in/support. We reassure you of our continuous support.

Thanks for choosing Nokia.

Kind regards,

Raman
Nokia CareLine

I received the above reply on 26th of November 2010 (Yeah, I ignored the spelling mistake in their e-mail) and I am still waiting for their call !! Truly, an unprofessional service and the worst customer care that I have ever seen !! Nokia, you need to improve your Nokia Care Centre customer service and also ensure that all spare parts are available for all your models, for any replacements. Else, your customers might look for an alternative very soon!!

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About sanju

Hi guys. I am Sanjay Bharadwaj, a blogger from Bengaluru, India. This is my personal blog where I share miscellaneous information. Thank you for visiting!


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