Dear Sir, I had purchased a Nokia Lumia 620 mobile handset from Croma, Gurgaon on 6.5.13. In less than 1 month of use, the volume low key stopped functioning. I took the handset to nokia cervice centre – Infotel Services, Kolkata on 7.6.13 where i was told that this was due to physical damage and therefore not covered under warranty and i have to pay Rs 1200 to get it repaired. I do not accept that there could be any damage due to my usage as i have a desk job, i am a responsible and careful user, i do not have kids at home who can damage the handset. So i did not get it repaired by paying. I called nokia customer care several times and even emailed them to repair it free of cost or replace it but there was no escalation or resolution to my problem. Then around 17.7.13, the unlock key which is also the power on-off key also stopped functioning. Now i cannot unlock the handset to dial a number/ send a message/ find a contact. I can only receive a call and to unlock the handset, i have to dial my cell no, from some other phone. So you can understand how problematic it is.

I again took it to the same service centre on 20.7.13 and again i was told that this was physical damage and so i have to pay Rs. 1200 to get it repaired. I was very aggrieved called customer care many times, exchanged many e-mails and phone calls with customer care as well as Nokia company employee. I wanted a refund or at least a replacement as i did not want to keep using a faulty handset for which i had paid Rs 14,499 out of my hard earned money. Finally i got a e-mail from Nokia saying that they will repair my handset free of cost (FOC) . Although this was not acceptable to me, after again trying for a few days, i agreed for the FOC repair. I was confirmed over phone by the nokia employee that the manager of the service centre will be informed about my case and my handset will be repaired free of cost. Somehow i reconciled to this and went to the service centre – Infotel Services on 7.9.13 where i was informed that they cannot repair it FOC basis as they had no information from the company. Sir I think i have been harassed enough and therefore i do not wish to continue any association with Nokia or its products anymore, So i request you to please get me refund of my Rs 14499 that i paid to buy this handset. I am attaching the invoice copy.

I have paid Rs 14999 for buying this phone and have spent at least 30-40 hours in calling up Nokia care, emailing the customer care, talking directly with the company personnel( Tania) in the Kolkata, branch office and have also visited the service centre thrice. I have been severely harassed using this faulty handset as explained above

I want a refund of Rs 14,999 which i have paid to buy this handset. I have completely lost trust in Nokia and do not want a replacement. I am sure, i can get a much better and sturdy handset for a much lower cost and with a much better service.

Complainant Information
name- navneet81