Dear Sir/Madam,

My name is Vivek, work in IBM Bangalore. I had bought a new NOKIA N85 mobile from THE MOBILE STORE on 26th December 2008. I spent RS 24, 200/- for this phone.

The very next day, I went to my native, Kerala, taking 1 week vacation. In 3 days, the phone started behaving wired. Sometimes it heets up more and feels hot on the body. From the begining itself it had problem with sound quality and control. After 1 week, exactly on 08/12/2008 it powered OFF completly. Then I took that to a Nokia Customer Care (1st time), nearby Forum Mall, Koramangala, Bangalore. Please find the details,

Job Sheet Number - 285343506/081208/120
ASC - 285_343506
Contact Number - 41224127
Email - samruthi_koramangala@nokiacareindia.com

---------------------- Handset Details -----------------

ESN/IMEI Number - 356376021333327
Product Code - 0573729
Model name - N85
Warranty Ref Number - APAINY146863522

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There I told them about all the problems - which are,

1. Not powering ON at all - They said, its a hardware problem and need 2-3 days to rectify it and kept the mobile with them. I lost all my important contacts in the phone, they had formatted it!

2. Ringer problem - It was producing a nonsense sound when it rings on incoming call. The perosn at the Care said, its a hardware problem and they replaced the ringer section!!!

3. Poor sound Quality - Less volume for music, talking, etc

4. New message simbal always blinks - The person said its a SIM problem.

They informed me to go there after 2 days to collect the set. I went on the second day eve (2nd time), but the person told me, they couldn't fix the problem, and keeping the phone under observation for one more day, and informed me to go one day afterwards.

5. After these fixes (only 1 & 2 problems), they gave me the mobile after 3 days. Afterwards, I noticed at times while I answer incoming calls, I can't hear other persons sound for 5-10 seconds (through the ear points), then it comes!!! But, by the time, other perosn would have disconnetcd the call!!! I went back to Nokia Care (3rd time), and informed about it. While they tested, it was not happening. I sure them it was giving me that problem, and requested to send that to their next escallation center. They didn't agree and even disagreed to provide me their escallation center contacts... Even they refused to give me the jobsheet back, for which I requested/shouted a lot, finally I went outside and took a photo copy of the same for my references. Then onwards, I tried to be satisfied with the phone, but...

Now---

5+ . The problem number- 5 become very very serious. For most of the calls, I can't hear anything out through the ear piease. I missed/missing many business/official calls for this stupid problem! I have to use either speaker phone or hands free!!! This is highly impractical most of the times!!!

6. Once it gave electrical shocks to one of my colleagues while he was traying to take a snap clicking on the photo capture button. He almost dropped it down, and It was just luck that he could recatch it before it falls on the floor!!! He warned/adviced me not to use this phone anymore...

7. Problem #5 got extended, and no sound at all over the ear piece. I had to use handsfree or speaker phone mode to attend a call

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These were the problems for nearly 4 months since I purchased the phone. I had been to Nokia Care for 7 times. Out of five services they raised me 3 job sheets, please find the details below.

1) 285343506/081208/120
2) 285343506/090103/146
3) 308465550/090221/105


All these times I was requesting for replacement, but they didn’t. I lost faith, and On 21/02/2009, I had submitted the phone to NOKIA care with the whole set of box when the problem #7 repeated (after the 5th repire too). My demand is refund with appropriate compensation. I have mailed/courier my concern to them, please find it below
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Dated: 09 - February - 2009

Mr. Muniraja,
Centre manager
Nokia Regional Office,
C/O Samvaradhi Technologies (near Airtel Office),
Koramanagala,
Bangalore – 560095

SUB: NOTICE BEFORE FILING CONSUMER COMPLAINT (Regarding N85)

Dear Mr. Muniraja,

I purchased a Nokia mobile phone device, N85, from The Mobilestore, Yeshwanthpur on 26th November 2008. Total value of the phone was Rs.24, 199/- and I paid the amount, Rs.24,199/-, using my citibank credit card (Ref No: 833114095906, TID: 47317498, APPR.CODE: 09983). Product & the bill information is as given below,

Model Name: N85
Product Code: 0573729
ESN/IMEI Number: 356376021333327

BILL:
Customer No: 158201968, Invoice No: KN8847, dated: 26th November 2008


Since the 2nd day after the purchase, I’m being troubled heavily by the phone. The phone doesn’t function properly. Five times I had taken the phone to your Nokia Care center at Koramanagala with one or other errors (all the times I was not given/raised a jobsheet). All the problems were related to the hardware and you had replaced/repaired the corresponding parts taking 3 to 15 days of my time, for each attempt. Given below are the job sheets numbers for your reference.

1) 285343506/081208/120
2) 285343506/090103/146
3) 308465550/090221/105


I could never use the phone as the problems were sequential. I had requested and demanded for replacement, oral and written, as all the problems were repetitive and related to hardware. But you never agreed forgetting the expensive phone was purchased for a purpose. You, Nokia, added only problems to my peaceful life in the form of the N85 and its poor service thereafter.

On 21/02/2009, I had submitted the phone with the whole set of box, with all the accessories, at your center when it stopped working again (but you denied accepting the box, which will be submitted again on demand by Nokia). I had communicated my concerns, with you in person, over phone, and via emails. Here I’m letting you know that I’m very much disappointed on Nokia, and the service offered. I do not want to use the phone, N85, any more. I can purchase another working brand/phone for my purpose. You are given a time limit of 15 days i.e. until 23rd March 2009 to settle my grievance by giving me refund amount with suitable interest as per the credit card rates (since the date of purchase), and with compensation amount of Rs.50, 000/- for huge business and call lose happened to me during the period; else I will file a complaint with the Consumer Court against YOU and NOKIA, under the Consumer Protection Act of 1986 or similar, if any.

The consumer court complaint will be at your cost and expenses; I was mobile less for all these times and hence I will also be seeking high compensation for value of my time (3.5 months), business lose, personal/official call lose and the mental agony caused by your inefficient and defrauded service. You will shortly receive hard copy of this complaint by post.


Yours truly,

Vivek KC


Address for Communication:
#05, Shekhar Nilaya,
10th Cross, Rajivgandhi Nagar,
7th Sector, HSR Layout,
Bangalore – 560068
Karnataka, INDIA
Thanks and Regards,
Vivek KC
9742747788


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And I have not received any response from them as of today. I would like to take this to the Consumer Court, kindly help me with the procedure!


Thanks and Regards,
-Vivek