Dear Sir/Mam, Below is my ordeal with Nokia India mobile unit: I faced below Issues in my newly purchased Nokia Lumia 925 handset: 1) Overheating: I purchased a Nokia Lumia 925 handset (IMEI: 356717055267008) on 12th Oct. 2013. After few days of usage, I started observing overheating issue during a normal usage of handset (playing game for 1-2 hrs or browsing/downloading content on 3G packet data for an hour). I afraid it may result in fire/blast in the phone circuits/battery & may harm my family members. To address the issue, I visited nokia care centre located in Okhla & registered with complain number: 1-14929337431. They re-installed the firmware version & handed over the phone to me without the actual scenario tastings by which overheating issue could have been simulated (they used Wi-Fi while I complaint issue on 3G usage & playing games of couple of hrs). I collected the phone & observed issue was not resolved after using for a day. Nearly after a month, I again visited to same customer case centre in Okhla & reported that overheating issue has not been resolved & pls get it resolved. I got another complain no: 1-14934460448 I handed over my handset on 10th Jan 2014. Customer care communicated that it will be delivered to me on 13th Jan 2014, but after 13th Jan 2014, they NCC(nokia care centre) sent the phone to their backend team, as overheating issue was not getting resolved from L1 team & told me to wait till one more week. Finally they told me that handset has been repaired & i can collect on 25th Jan 2014(I collected). I asked them multiple times for the reason for overheating & repairing performed on my handset but all in vain. 2) Overheating + Weak Signals: After Repairing, new issue popped up… signal strength on 2G data packet is either very low or nil while other handsets at same location & on same operator i.e. Airtel is showing good signal strengths. While for 3G signal strengths is not completely nil but comparatively weaker than when handset wad not repaired. Due to this unable to use my phone as its signal is nil or too weak adversely affecting my work. I asked them to return back my money or replace this faulty handset with new one but no satisfactory answer communicated from them. Now third time, they are asking me to vist Nokia care centre, which I don’t want as already visited twice & submitted my handset for 1day(1st visit)+14 days(2nd visit) which are sufficient for troubleshooting any handset. Please help me as I feel being cheated from Nokia India.
1) Apology from Nokia India for my ordeal with their non-customer centric approach so far. 2) Compensation of money: a) Equivalent to nokia Lumia 925 handset’s price as in invoice attached including taxes. And b) Compensation equivalent to INR 50,000 for losses incurred so far due to faulty handset.
Complainant Information
name- deepakrathi