Managing Director ,Nokia India Ltd Dated 18.5.2013
SP Infocity,
Industrial Plot no. 243
Udyog Vihar, Phase 1,
Dundahera, Gurgaon,
Haryana - 122016.
INDIA

Kind Attention : Sh. P. BALAJI
Sub : Problem with Nokia Lumia 710
Ref :Service Request No. is 1-13********9
Dear Sir,
I purchased lumia 710 on 26.6.2012 It developed two problems around march 2013-
1)device charging port has become loose and frequently stops charging
2)you can not talk using ear phone .voice can be received but does not go out, tested with other earphones same condition.i.e problem in device
As advised by their website to contact nokia if the charging port is loose I showed it to nokia care centre at sector 10 noida UP IndiaM/S Mannat telecom on 11.3.2013.Dealt by Ms Dolly.Phone was checked by service engineer who completely damaged the port and returned the device claiming that as usb port is damaged the warranty is void.Now the mobile can not be charged at all while previously I was able to charge it and it was only loose. They refused to repair both the problems saying warranty is void. Now your person breaks the port and then claims repair charge of Rs. 3500/- which is highly unfair.This is common manufacturing defect in nokia 710 as can be seen from online complaints on nokia portal.The phone has never suffered even slightest damage and only been used with nokia charger supplied with it. It is shocking that nokia customer care is stooping to such low levels to cheat its consumers.Since your Nokia care center refused to give any report/receipt of the device saying that it is provided only if they repair the device on payment.When I contacted their customer care then -AT FIRST vide email dtd 17.3.2013 THEY CLAIMED THAT IT WAS CASE OF LIQUID DAMAGE AND WHEN I CONFRONTED THEM. THEY IMMEDIATELY CHANGED THEIR VERSION THAT THEY ARE SORRY FOR MISCOMMUNICATION AND IT WAS PHYSICAL DAMAGE (email dtd 17.3.2013).Again after sometime I received mail dtd 23.3.2013 & 16.4.2013 that the device has been diagonised as physical damage. After a day when I contacted them that the same was done by service engineer while checking the phone ,then again vide e mail dtd 17.04 2013 and 18.4 2013 they informed that device has been diagonised as liquid damage.When again I confront them then again they start saying oh no it was physical damage vide e mail dtd 15.5.13.THIS CLEARLY SHOWS THEIR MALINTENTIONS.THEIR SERVICE ENGINEERS ARE DAMAGING THE DEVICE AND THEN ASKING MONEY TO REPAIR IT.IS THIS THEIR CUSTOMER CARE POLICY? Their Team nokia which replies to complaints is doing so only as a gimmick to fool people that they are very concerned but basically they do nothing .I have asked customer care to please clarify:
1)Wheather your backend has diagonised the phone as physical damage or liquid damage.
2)You have constantly ignored the fact that the device was damaged by your service engineer and the same was confirmed by your service engineer in the conference call with your representative Mr. Lokesh.
3)You have not cleared the reason for rejecting the warranty claim for problem of device that you can not talk using ear phone .voice can be received.
4)Since lodging of complaint your backend team has not talked to me nor they have ever seen the device .How can they diagonise problem as x or Y without examining the device or talking to me?

Please give a point wise reply so that I can then approach the court then.

Your nokia repair centre first damages the usb port and then claims that as device is physically damaged and is not under warranty .When I complain to contact centre they claim it is liquid damage when I challenge them they say sorry for mis communication it was physical damage .When I point out that physical damage was done by your service engineer they immediately change their version that it was diagonised as liquid damage.They are simply cheating consumers and passing time so that customer will get tired and stop claiming warranty

I would be Highly obliged if you will kindly intervene and direct your service department to repair the device under guarantee as the device was damaged by Nokia service engineer .The same was confirmed by service engineer during telecom with your representative Mr. Lokesh.

Regards

Sanjay R
IMEI:352********8950
contact no - ********28
location - noida (UP)

RE: Service Request No. 1-13********9 17 March 2013
From
• contactcentre.india@nokia.com
To
• sanjay13463@yahoo.co.in
Dear Sanjay,

Thank you for e-mailing Nokia Care. The Service Request No. is 1-13********9
This email is in reference with the USB port concern faced on your Nokia Lumia 710. I regret for the inconvenience caused to you.
In response to your email and as per update received from backend department, I would like to inform you that your device has been termed as liquid damge. Hence, it can not be repair under warranty. However, I would request you to kindly contact to Nokia care centre and pay the estimated charges to get your device repaire.Please let me know if you require any further help/information.

Thanks & Regards,
Jay Sharma
E-mail Specialist - Nokia Care India

From: "contactcentre.india@nokia.com"
To: sanjay13463@yahoo.co.in
Sent: Sunday, 17 March 2013 2:56 PM
Subject: The Service Request No.1-13********9

Dear Sanjay,

Thank you for e-mailing Nokia Care. The Service Request No. is 1-13********9
Kindly ignore previous email.
This email is in reference with the USB port concern faced on your Nokia Lumia 710. I regret for the inconvenience caused to you.
I apologize for miss communication provided to you in last email, Therefore, as per information received from backend department, I would like to inform you that your device has been termed as physical damage. Hence, it can not be repair under warranty. However, I would request you to kindly contact to Nokia care centre and pay the estimated charges to get your device repair.
Please let me know if you require any further help/information.
Thanks & Regards,
Jay Sharma
E-mail Specialist - Nokia Care India

From: "contactcentre.india@nokia.com"
To: sanjay13463@yahoo.co.in
Sent: Saturday, 23 March 2013 11:29 AM
Subject: The Service Request No. is 1-13********9

Dear Sanjay,
Thank you for e-mailing Nokia Care. The Service Request No. is 1-13********9
This e-mail is in reference to the service provided by the Nokia Care Centre. I sincerely regret the inconvenience caused.
In response to your email, i would like to update you that your handset has been assessed to be physical damaged, please note that as per Nokia Warranty Guidelines,physical and liquid damage is not covered under warranty and it may be repaired outside the warranty with repair charges.
The phone would be repaired under warranty provided no physical or liquid or cosmetic damage is found within the 12 months from date of purchase. In the event the phone is assessed as such, the warranty is void.
Thanks & Regards,

Raman
E-mail Specialist - Nokia Care India
From: "contactcentre.india@nokia.com"
To: sanjay13463@yahoo.co.in
Sent: Tuesday, 16 April 2013 9:38 AM
Subject: The Service Request No. is 1-13********9

Dear Sanjay,
Thank you for e-mailing Nokia Care. The Service Request No. is 1-13********9
This e-mail is in reference to know the complaint status of your Nokia Lumia 710. I sincerely regret the inconvenience caused to you.
In response to your email, I would like to update you that as per the updates received from our backend department your device has been declared as physical damage. Hence it cannot be repaired under warranty.Kindly let me know if you require further help/information.
Thanks & Regards,

Suraj Sharma
E-mail Specialist - Nokia Care India

From: "contactcentre.india@nokia.com"
To: sanjay13463@yahoo.co.in
Sent: Wednesday, 17 April 2013 10:29 AM
Subject: The Service Request No. is 1-13********9

Dear Sanjay,

Thank you for e-mailing Nokia Care. The Service Request No. is 1-13********9
This e-mail is in reference to know the complaint status of your Nokia Lumia 710. I sincerely regret the inconvenience caused to you.In response to your email, I would like to update you that as per the updates received from our backend department your device has been declared as Liquid lodge. Hence it cannot be repaired under warranty. Hence, you need to pay the charges to repair the device.Kindly let me know if you require further help/information.

Thanks & Regards,

Jay Sharma
E-mail Specialist - Nokia Care India
From: "contactcentre.india@nokia.com"
To: sanjay13463@yahoo.co.in
Sent: Thursday, 18 April 2013 11:22 AM
Subject: The Service Request No. is 1-13********9

Dear Sanjay,
Thank you for e-mailing Nokia Care. The Service Request No. is 1-13********9
This e-mail is in reference to concern with your Nokia Lumia 710. I sincerely regret the inconvenience caused to you.
In response to your mail I like to inform you that as per the update form our backend department your device found badly liquid damage and the same will not considered under warranty. Kindly contact to same Nokia care center for further clarification in this regard.

Thanks & Regards,
Gaurav Vijay Vargiya
E-mail Specialist - Nokia Care India

From: "contactcentre.india@nokia.com"
To: sanjay13463@yahoo.co.in
Sent: Wednesday, 15 May 2013 12:47 PM
Subject: The Service Request No. is 1-13********9

Dear Sanjay,
Thank you for e-mailing Nokia Care. The Service Request No. is 1-13********9
This email is in reference with the concern faced in your Nokia Lumia 710. I sincerely regret for the inconvenience caused.
As per the updates received from our backend team, your device has been assisted as physically damaged from our Nokia Care Centre team and the same will not be considered under warranty.
Further