Hello,

Visit : Mobile Handset Complaints
If still have a question then feel free to contact us again.

Hello Sir ,
As you said , I saw that link of " Mobile Handset Complaints " but i am not too sure what to do now . Do you want me to send a notice at the Address which you have provided in that link or do you want me to send you the complete details related to my handset ??
I can also send you the screenshots of my N79 Handset which i had already sent to the Nokia Care People at " Nokia Support Services " mail id . After seeing those pics , you will come to know that in what condition i got my handset back..
The handset is still with them and they have forwarded it to the Head Office for the second time now but they seem to be Reluctant in Replacing it .What can be done , plz help me out sir..
Regards

Hello,

If the parent company is not giving you the proper services then you can lodge your complaint in the consumer court for compensation and damages, but before filing case you have to send a written notice via registered post, this is only to intimate the parent company and strengthen our case if we need to knock the court door. But generally after receiving the notice the parent company wants to solve the matter out of the court or solve your problem.
So send a notice to the parent company and mention all the details in it, also attached all the relevant document and print copy of the email.

If still have a question then feel free to contact us again.

Thankyou for your prompt Reply Sir.
I want to know that do i needs to send the copies of all the mails which i have been writing to the Nokia Care People or only the very first mail which i wrote to you also is sufficient enough to bring it to their Notice?
I am continously taking the Follow up of my case through mails and also by calling up customer care helpline number but i am not getting any satisfactory reply from their side and they are saying all those rubbish words again and again that - " the matter is looked on priority basis, this is not a true reflection of our services , bla bla... ". And everytime i ask for a Replacement they say - " Currently, we are not in a position to comment on this " .
These people have no service levels and even the Manager of the Nokia Service Centre is not at all helpful and she even refused to make a new job sheet when i went there to submit the Handset again.The Body of the handset is damaged as if someone has opened it using a screwdriver or something, but she says that these are only " minor scratches ".
It Doesn't seem that they will replace the handset but one thing is also sure that i am also not going to take back my handset in such pathetic condition at any cost ..

One thing i would like to ask that , do i wait till 27th of this month i.e the time they have given to Repair the Handset and give it back to me , or do i send the notice to the MD by registered post now itself ?? And do i need to tell this over the mail to the Nokia Care people that i am going to send a notice to your MD.

In case you require any further details and you want to look into the matter deeply , please let me know .
You have been a great help till now and will look forward for same kinda help in future as well.
Thanks Admin

Regards
Lokesh Bassi

Hello,

As we already mentioned above that you have to mention all the details in the notice and if you want to attach the copy of the email then it will also support your case.
Note: Do not forget to mention the list of the supporting document attached with the notice.

As stated in the last Reply , i would like to know one thing more that - do i wait till 27th of this month i.e the time they have given to Repair the Handset and give it back to me , or do i send the notice to the MD by registered post now itself ?? And do i need to tell this over the mail to the Nokia Care people that i am going to send a notice to your MD ??

I also want to know that the mails which i have sent to the Nokia Care Support Services will be considered as a proof or evidence in the court of Law or not ?? Because apart from the Phone Bill , Job sheet numbers and the Complaint numbers which i have got from the Nokia Care Helpline No. i.e 30303838 , i have only these mails which are significant for my issues and the whole conversation is stated in the Mails only. So, will those mails be considered as an Evidence in the Court ??

Still Waiting for a Reply ...

Hello,

Issuing the notice to the parent company means that you are not satisfied from their services, and you are intimating the parent company before going to consumer court.



This can only be decided after 27th may.
EMail's will also strengthen your case, but the notice is the most useful document as a proof because you are addressing the notice to the appellate authority of the parent company.

Rit sir , then i will wait till 27th of this month . Lets c what happens !!
Before sending notice by registered post as suggested by you , i will get in touch with you after completing all the formalities and when evrything is handy with me ..
Thanks for help !!

Puppala Ramesh Babu, S/o.Prasada Rao, E/o.D.No.43-119-20, Mecca Masjid Road, Ajith Singh Nagar, Vijayawada-15.

…… Complainant.

vs

1. The Manager, Nokia Professional Centre, G1,G2, Venkata Plaza, Punjagutta, Hyderabad.
2. R.K. Communications, Rep. by its Branch Manager, Ragini, D.No.30-5-6, Koka Chalapathi Rao Street,
Durga Agraharam, Near Vijaya Talkes, Eluru Road, Vijayawada-2.
3. The Branch Manager, PCH M Zone, Eluru Road, Vijayawada. …. Opposite parties.

ORDER


1. The averments of the complaint in brief are as follows:

That the complainant is resident of Vijayawada, so also 2nd and 3rd opposite parties. The 1st opposite party is stationed at Hyderabad. The complainant purchased a Nokia Cell Phone Model 5700 dated on 21-11-07 from the 3rd opposite party for a sum of Rs.11,125/-. During the warranty period the hand set caused to repair i.e the set was automatically switched off and some times it was hang and the camera was not functioning. As such on 20-08-08 the complainant sent the hand set through his nephew Ch. Srikanth to the 2nd opposite party for affecting repairs, they in turn issued a job-sheet delivery date was mentioned as 26-09-2008. Accordingly the complainant approached the 2nd opposite party on 27-09-08 for taking delivery of the handset.


Then the 2nd opposite party informed that the handset was sent to opposite party no.1 to rectify the defect. But the opposite parties failed to rectify the defect in the handset and tried to return the same. The complainant has not accepted to receive the handset from the 2nd opposite party without rectifying the problems. The complainant requested the 2nd opposite party to re-place the defective handset with a new one, but they gave evasive replies and they behaved arrogantly. Then the complainant got issued a legal notice dated 29-09-08 to opposite parties to replace the mobile with a new one. The opposite parties 1&2 received the said notice and failed to comply the request of the complainant. Hence the complaint.

2. The first opposite party received the notice and failed to contest before this Forum, hence set exparte.

3. The second opposite party filed counter which runs briefly as follows:
The 2nd opposite party is a service centre of 1st opposite party and appointed by Nokia Company/Manufacturer. The complainant approached the second opposite party on 20-08-2008 with handset model No.5700 with a compliant that during conversation the cell set was automatically switched off and sometimes it became hang and camera was not functioning. This opposite party informed to the complainant that the set is not repairable and it has to be sent to the company i.e Hyderabad and it is discretion of the company to replace anew set or replace the defective components. As per the request of the complaint this opposite party send the set to the company for replacement.


The company to replace a new set or replace the defective components. As per the request of the complainant this opposite party sent the set to the company for replacement. The company people informed to this opposite party the production of the model 5700 was stopped and closed the model. The company is ready to replace the same with equal price models N-70M or N-73 at complainant’s choice. This opposite party is only service centre. If the set is repairable they will repair without collecting any charges within warranty period and it is beyond repairable, it is to be replaced by the company. Hence there is no negligence or deficiency in service on their behalf, yet, the complainant filed this complaint for wrongful gain, and this opposite party prays that the complaint may be dismissed.

3. The intimation was given to the 3rd opposite party by the postal authorities about the registered notice and that vide publication was also given in Visalandra “Telugu National Daily” yet the 3rd opposite party failed contest the matter. Hence set exparte.

4. On behalf of the complainant the complainant himself filed an affidavit and got marked Ex:A1 to A6. The 2nd opposite party filed his affidavit and no documents are marked on his behalf.
5. Heard and perused.

6. Now the points that arise for consideration in this complaint are:

1. Whether there was deficiency in service on the part of the opposite parties,
2. Whether the complainant is entitled for the relief claimed?
3. To what relief?


7. Point No.1and 2:
As could be seen from the material on record there is no dispute that the complainant purchased Nokia Cell Phone Model No.5700 handset being ESN/IMEI No.353965012207640 bearing bill NO.PCH.0020471 for a sum of Rs.11,125/- from the 3rd opposite party dated 21-11-07 vide Ex:A1 invoice cum delivery challan. The complainant gave an explanation that the cell phone set was sent to opposite party No.2 through his nephew one Ch. Srikanth, Ex:A2 clearly proves that the complainant handed over the set to 2nd opposite party.


The 2nd opposite party opinioned that the set is not repairable it has to be sent to the company, and it is the discrition of company to replace a new set or replace the defective components. As per the request of the complainant set was sent to the company. The company people informed the 2nd opposite party that model 5700 was stopped and closed the model. However the company informed its readiness to replace the same with equal price models. The complainant is not inclined to receive, on the other hand there is no necessity to insist the complainant to receive the Models N-70 or N-73 in which he is not interested.

8. Opposite parties 1and 2 have received the notices vide Ex:A3 and failed to comply the request of the complainant which amount to deficiency in-service. According to counter filed by the opposite party 2 the opposite parties company admitted their liability, and there is no need to discuss much more in this aspect. We hold that the 3rd opposite party sold the cell phone set to the complainant. Which is a defective one and delivered the same to the 2nd opposite party for repair as the same was not functioning properly. So there was deficiency in service on the part of opposite parties. The complainant is entitled for an amount of Rs.11,125/- under Ex:A1 and also compensation .


9. Point No. 3 :

In the result, the complaint is allowed and the 3rd opposite party is directed to pay an amount of Rs.11,125/- (Rupees eleven thousand one hundred and twenty five) only under Ex:A1 cell phone price to the complainant, thereafter the 3rd opposite party is at liberty to recover the said amount form the 1st opposite party and the opposite parties 1 to 3 are jointly and severally to pay an amount of Rs.500/-(Rupees five hundred)only towards compensation and do pay Rs.1,000/- (Rupees one thousand)only towards costs to the complainant. Rest of the claim, if any, claimed by the complainant is rejected. Time for compliance one month.

Y.Chandrika, D/o.Late Nancharaiah, Shop No.65, Swarna complex, Eluru Road, Vijyawada, Krishna District.

…… Complainant.

vs

1. Sri. Ganesh Bag & Gifts, Opp.Tummidi Brothers, Besant Road, Vijayawada-2.
2. RK Communications, D.No.3-22-26, Near Vijaya Talkies, Eluru Road, Vijayawada-2.
3. Nokia Professional Centre, G.1.,G.2, Ground Floor, Venkat Plaza, 06-03-883/05, Panja Gutta, Hyderabad-82.
…. Opposite parties.


ORDER



1. The averments of the complaint in brief are as follows:

That the complainant is a resident of Vijayawada so also 1st and 2nd opposite parties. The 3rd opposite party is stationed at Hyderabad. The complainant purchased a Nokia Cell Phone model No.1650 BK on 25-07-2008 from the 1st opposite party for an amount of Rs.2,000/-. But after 2 days the said phone was not functioning properly. The complainant handed over the handset to the 2nd opposite party, who is authorized service centre though her colleague one S.Bal¬u. They issued a job-sheet. There after the 2nd opposite party did not rectify the defect and postponing the same on one pretext or the other, due to which she suffered mental agony. On 24-10-2008 the complainant got issued a legal notice to the opposite parties demanding that either to rectify the defect or to replace the same with a new one. The opposite parties received the said notices and kept quiet. Hence the complaint.

2. The opposite parties 1 and 3 are not contested before this Forum, hence they are set exparty.

3. The 2nd opposite party filed counter which runs briefly as follows:
The 2nd opposite party is a service centre of 1st opposite party, and authorized by Nokia Company. This opposite party would repair the cell phone handsets, if it is repairable and within warranty. If the set is beyond repairable it is to be replaced by the company/manufacture. Since the set is not repairable it was sent to the company for replacement and the company sent a swap piece for replacement and same was intimated to S.Balu who handed over the set to this opposite party for repair, but without taking delivery of the said set this complainant with an intention for wrongful gain filed this complaint. This opposite party is ready to deliver the new swap set to the complainant. This opposite party prays that the complaint may be dismissed.

3. On behalf the complainant the complainant herself filed an affidavit and got marked Ex:A1 to A6. The second opposite party filed his affidavit and no documents are marked on his behalf.

4. Heard and perused.

5. Now the points that arise for consideration in this complaint are:

1. Whether there was deficiency in service on the part of the opposite parties?
2. Whether the complainant is entitled for the reliefs claimed?
3. To what relief?

6. Point No.1& 2:
As could be seen from the material on record there is no dispute that the complainant purchased Nokia Set Cell 1650 BK IMEI No.353513022295070 under battery No,0670400382066 P11 11134386 for an amount of Rs.2,000/- from the 1st opposite party dated on 25-07-2008 vide Ex:A1 cash Bill. The Complainant gave an explanation that the cell phone set was sent to 2nd opposite party through S.Balu.


The 2nd opposite party opinioned that the set is not repairable it was sent to the company for replacement and the company sent a swap piece for replacement, and same was intimated to S.Balu, who handed over the set to 2nd opposite party. Ex:A2 clearly proves that the complainant handed over the cell phone set to 2nd opposite party for repair. The complainant got issued a legal notices vide Ex:A3 to the opposite parties and the opposite parties received the same vide Ex:A4 to A6 postal receipts and that they neither gave any reply nor complied the demands in Ex:A3 legal notice, which amounts to clear deficiency of service on the part of the opposite parties.


We hold that the 1st opposite party sold the cell phone set to the complainant which is defective one and delivered the same to the 2nd opposite party for repair as the same was not functioning properly. The 2nd opposite party contended that the cell phone handed over to him by new swap set sent by manufacturer if so, what prevented him not to deposit the same before this Forum no explanation given by the opposite party so there is no need to give precedence to the plea of the second opposite party. As such to replace the same and the complainant is entitled for the reliefs claimed, and accordingly these points are answered.

7. Point No. 3 :
In the result, the complaint is allowed and the opposite parties 1 and 2 are hereby directed to replace a new defective free cell phone of the same model to the complainant. In lieu of the cell phone sold under Ex:A1, which is kept with them and further directed the opposite parties 1 and 2 are at liberty to get it replaced from the manufacturer (3rd opposite party) and the opposite parties 1 to 3 are (jointly and severally) to pay an amount of Rs.500/- (rupees five hundred) only compensation and do pay Rs.500/- (rupees five hundred )only towards costs. Rest of the claim, if any ,claimed by the complainant is rejected. Time for compliance one month.