I bought Microsoft Lumia phone in December 2015. Apart from minor issues, the phone worked well till October mid 2016. In mid of october, I started seeing some issue with the sensor and screen. Because of this whenever the call comes, I wouldnt be able to see anything on the screen unless I press start button multiple times. Sometimes pressing start button also doesnt work. This happened when I was travelling in US. However, once I am back in India in November, I stopped seeing this issue. But I was still seeing some issues with the some restarts. I ignored the problem for a week and when the problem became more and more, I reached out to Lumia customer service care center. There I was suggested to first try out the reset of the device, followed by using of re-install of OS using repair tool. I tried both and still the problem persisted.

When I reached the care center again, I was suggested to reach out to device care center. I reached device care center on 19th November and provided the device. By that time, the sensor also stopped working completely. They confirmed that it was a sensor issue. But i clearly told them, the major issue was sudden shutdown of the device. They replaced the sensor on the device and kept it under observation for around 3 days(atleast thats what they say). When I went back on 21st November, they said that the device is ready and is working perfectly fine. Please note that they never mentioned that there is any issue with any part of the device. I asked about the shutdown issue. They said, there is no problem as such. I asked if they have done enough investigation to which they replied that they did indeed. I restarted the phone and saw there was very less charge. After a couple of operations, the phone shutdowned. Then miraculously they came up with the problem with my battery. They said that the battery is an issue and once it gets replaced everything will be fine. As the battery is out of warranty, I asked them to provide me a new one and I was ready to pay for the same. But there were no batteries available.

I asked if they know where they will be available for which they gave me some addresses. I reached out to everyone of them and realized that the battery was not available. Then I called out the Lumia care center again. From 21st november till today i.e 30th November, I have atleast spent 8-9 hours on phone with the most useless service center I have ever come across in my life. The service center doesnt know where their own part can be purchased. they dont know when they will be able to tell that. And they cant commit on solving my device problem if the battery gets available after my warranty gets expired and it turns out to be an issue with device and not battery. The case ID with Lumia is 102944. I spoke to atleast 9-10 different people to whom I had to always explain the issue and in turn I always get a single answer – “PLEASE WAIT”. This is how a typical my daily call goes with them when will I get an update Ans: PLEASE WAIT sir Ok connect me to your superior Ans: PLEASE WAIT sir Ok. Can you atleast tell me when I can talk to your senior? Ans: Cant commit. PLEASE WAIT sir Ok. Give me the email id of your grievance cell Ans: Sorry sir. We cant share Escalate the issue then and I need a way to know what is the action you are doing Ans: We already escalated. No updates till now. PLEASE WAIT sir This is the same answer i am getting from past 9 days for a simple battery. And now my warranty on the device is going to expire in 10 days. I believe this is all a fraud and they are waiting till my warranty expires. They also took me through a serious trauma where I had to put my work aside and run behind these people. This horrible service by the service center affected both my personal and work life. I demand a very strict action against this service center and a compensation of 10 lakh rupees for the troubles I went through.

Regards
cvamshishekhar@gmail.