Bad Customer service Nokia

I never knew that i am going to make so much effort to come back and write this, its a very random rant for a random problem and if you guys know of some one in Nokia who can help me this, please let me know through your comments. I am trying to catch up on your posts and comments lovely peole but this tennis elbow just refuses 🙂 . I was furious when i wrote this, but i think i just had to. I just hope some one from Nokia reads this and realises how some one in Nokia centre out here  is screwing their business.

This is the mail i sent to nokia care just now. the names have been removed for obvious reasons.

Dear K

I am sorry to say that despite several attempts made by me to the nokia service centre(since 25th july) at V my problem has not been solved.

Problem: The front camera of N-82 phone that i have gets activated during incoming call. Only on random calls, not all incoming calls.

The phone has been sent once to Delhi (i stay in mumbai). The phone came back and i was informed that the R&D centre guys have repaired the phone. i collected the phone and the problem started again.

I called up bangalore centre on call centre and the guy said that my handset will be replaced without asking any questions if i was not satisfied with the phone still.

I contacted Mr. R of V centre(nokia fones4u). He had called me to his centre. He told me to get my Sim repalced and change the network setting in my phone to GSM mode only to see if the problem gets solved. But i’m sorry to say the problem was not solved. Still on some incoing calls the front camera gets activated.

Ms S the centre manager ahd once even confirmed to me that she was able to reproduce the problem and then she upgraded the software and that problem was solved. But i’m sorry the problem was not solved that time either and i had to re submit the phone. Go through all the mail trails of the job sheets that you produce.

Mr R called me today September 8 saying that even if after changing the Sim card and changing the setting the problem exists he will replace the phone. But i’m sorry to say this was not the case. He asked me to reproduce the problem there. He said he had spoken to RMO or whatever and he has said that if customer can reproduce the problem take the phone else leave it?

Now since it happens only on random calls, how can i reproduce the problem to prove that i am actually facing a problem with the handset. can you explain this to me?

I have bought the phone on June 20, 2009. Can you explain to me, why would i pursue so much to get my phone replaced if i was not facing any genuine problem? It is a new handset for god sake.I have not even been able to use it properly so far, since 25th July i have been running around this nokia centre to get this problem solved.

I have been a very staunch nokia fan so far. So much that i have lost 2 mobile phones (nokia e51) in a span of last 6 months. Is this the way you treat your customers?

If Mr R was going to ask me the same questions and not replace the phone, why did he waste my time. When i went there he was telling me that he didnt even know that my phone had gone to delhi centre, and that since R&D also could not find a problem he cant help.

I am a computer science engineer and an mba in finance. I know enough techniques to check a fault. A fault can not be recreated till the time you have all the conditions similar in which a customer is facing the problem. Also can you explain to me, since this problem occurs in random calls, how can you expect me to actually reproduce it infront of you at will?

I believe that you guys should atleast trust your customers for god sake in this regard. What happens from here on can you imagine? you lose a very good nokia customer who probably recommends a nokia phone to every other person he knows? Is this how your customer service works? How much does it cost me? It has already cost me a bomb (24k for 2 nokia fones lost+15k for this n-82 handset+time+energy+trauma for going again and again to a nokia centre)

Why do you think i am making this much effort? How much does it cost the company to keep a customer i dont understand? If your R&D guys think this is a very good working handset, so fine why dont you guys keep it with you and replace the handset for me? Isnt it that simple?

I mean what are you guys thinking i am getting out of it? I have been making 100s of visit to your office, i have to actually take leave from office to visit your centre ( i work monday to saturday 10 am to 6:30 pm)

Can you please for once understand, what i am going through for past 2 months now and give me some direct response, and not some wishy washy answer?

no, i’m simply tired of me submitting the handset to you and you guys testing checking seriously.
regards
ani