Dear Sir/madam,

This mail is regarding the customer care service i have experienced at bangalore's nokia customer care service centre (#514/A, 80ft CMH Road, opp. ICICI bank, Next to nokia Store, Bangalore - 560038).
Its a long mail i request you to be patient and read it carefully.

I have Nokia 5630 Express music, which was bought from UAE in Dec 2009. In Oct 2010, all of a sudden it stopped working, camera was not getting started, so i thought of restarting the phone, but once i switched off the phone, it buzzed to switch on. So i took it to Nokia customer care centre thinking its still under warranty.
JOBSHEET No - 2490
IMEI num - 359350021716473
Oct 9, 2010 - Nokia care people told me that in nokia global warranty doesn't hold(which i don't understand as Nokia is a global brand, its devices are sold/used across the globe) .Ok i agreed. They said that display has to be changed which will cost me 1800Rs. I agreed to pay that also

Oct 15, 2010 - I collected the phone, ngage wasn't working, so they updated the software and it started working,. As display was changed they gave me a warranty of 2months.
Please note that camera was working.

Oct 23, 2010 - My phone stopped working again, it buzzed to switch on. So i went back to nokia care, they said software has to be updated for which they need 3 days.
Store's timings are 10AM to 7PM, so i can go to store only on weekends, therefore i went there after a week.

Oct 30,2010 - I went back to collect my phone, and checked some of the applications were not working. therefore, they updated the software again(which hardly took 10mins), still few applications were not working. So they updated the software 3 to 4 times (not sure why can't they upload the right software in first place) . Overall, i had to wait there for 3 to 4 hours before i got my phone back. Please note that Camera was working fine even now.

Dec 4, 2010 - Phone was working fine, but some lines appeared on display, so i had to go back to nokia customer care centre. There was problem with display and phone was still under 2months display warranty. We had to wait there for more than 2 hours for our turn(although the problem was known to store incharge, and she got it inspected too). After handing over the phone to customer care executive, she took almost 20mins to inspect the condition of phone, and then got a sheet mentioning there are some scratches on screen and i signed on that. And i was being told that they don't repair phones on sat, so i collect it on tues i.e. Dec 7, 2010.
Because of my work constraints, i could go there only on Dec 11, 2010.

Dec 11, 2010 - I went to collect my phone, waited there for 2 hours, got my phone, but after checking it i found out that camera's isn't working. i brought it to their notice.
They asked me to wait for another hour and said they will check. I waited, again they asked me to wait for another hour. I told them i will come back in evening trusting that i will get my phone back. When i went back there, phone was still not repaired. And Mr. Ram promised me that it will be delivered to your home on monday i.e. Dec 13,2010. He gave it to me in written.

But Phone wasn't delivered to my home. I went back there on Dec 17, 2010.

Dec 17,2010 - Phone wasn't repaired, and they said that my phone's camera's board is damaged, repairing which will cost me 75% of phone's cost i.e. Rs. 7500.
I told them that when i gave the phone camera was working, so i need my phone with all the features working. Then they said ma'm we didn't check the phone properly when we took it. But their executive took 20mins to inspect the phone, how would i know which features is she checking and which not?

One of the executive , SUMITRA wasn't responding at all to us. May be getting new bakras are important to her.
Then came Mr. RAM, we explained whole problem to him again politely, but even he didn't understand. Was SHOUTING on us, THROWING the jobsheet on our face and said you take the money you paid for display.
I told him i paid Rs. 1800, and you have done a damage of Rs 7500. That is not equivalent. But he was being very RUDE.
Does nokia hire such people for CUSTOMER SERVICE?

Then store incharge told us that she will speak to her manager and give us a call the next day, we believed her and left the store.
For the next 2 weeks i wasn't in bangalore, so couldn't visit the store. and store incharge also didn't keep her promise and didn't call us up.

Jan 8, 2011 - I went back to the store to collect my phone. Store incharge said that she forgot to call me up.
Then Mr. PUNEET came and told me that they have spoken to their manager and he has agreed to get the camera repaired. Hence, phone has been sent to headoffice and i can collect it on tues i.e. Jan 11,2011. I asked him to give it in return but he didn't agree for it.
I told him i will come on Sat i.e. Jan 15, 2011 and asked him if store will remain open as it is holiday for some. He said - yes

Jan 14, 2011 - It was a holiday for me, so i went to collect my phone. Mr. PUNEET told me that their manager has asked not to repair the phone and refund the money back.
CONFUSING, isn't it? last week he gave a different statement and this week different.
Then he told us that he will speak to his manager and will surely call us in evening to let us know what is his decision.

We never got a call from him either, and went back to store on Jan 15, 2011 and found that store was closed.

Is this the kind of CUSTOMER SERVICE nokia promises?
I have been to store so many times, but the store manager was never there. He never picks up the call.
So is there a way to speak to him?

I SINCERELY REQUEST YOU TO LOOK INTO THE MATTER AND PLEASE TAKE AN ACTION.
i can't keep on visiting nokia store every week.
I need my phone to be repaired, as it was damaged by nokia only.

Hoping to get a response from you.
--
Best Regards
Sonia Kataria