Dear Mr. Jha,

Thank you for emailing Nokia Careline.

I thank you for your feedback.

In addressing your concerns, Nokia assesses each situation on equal standing and it is dedicated to finding reasonable and fair solutions to any issues that Nokia customers may experience with their Nokia products. Nokia will honour any Nokia mobile phone as long it is within the warranty guideline.

I assure you that the Nokia Care Center is looking into your concerns and will revert to you once the mentioned patch is received.

Please take note that replacements are at the discretion of the Nokia Care Center's technicians and phones are only replaced with the same model in the event that the Nokia Care Center are not able to repair the phone.

I sincerely apologize for the inconvenience caused and appreciate your patience in this matter.

You may like to visit our website at www.nokia.co.id for more information and support for your Nokia device. If you have further enquiries, please write to us again or contact Nokia Careline at (21) 52 66542. We operate between the hours of 7.30am and 10.00pm, seven days a week.

Please help us improve our services by completing the Nokia E-mail Satisfaction Survey from the following link: www.nokia.co.id/caresurveys

Kind regards,

Yogeeta G.
Nokia Careline

Do you know you can now update your phone software at your own convenience? Visit www.nokia.co.id/support to check if your phone model is supported and download the "Nokia Software Updater".

[THREAD ID:2-2UFWUN]

----Original Message-----

From: [email protected]
Sent: 28/05/2007 15:03:20
To: [email protected]
Subject: Nokia - Vinay Jha - Customer Feedback

Dear Selvaraj,

Thanks for the prompt reply after 5 days.

As per the below mail from your side you say that "Nokia does take all precautionary measures to ensure that phones are fully repaired prior to being released from the Nokia Care Center (NCC)", but how can such a thing happen. You should understand that when a person like me who have spent so much big amount on Mobil phone and if he is getting any problem from the beginning itself, what will be going to be in future.

How can I suggest any one for the Nokia Handset if the things are like this happen?

You say that I have to give to the NCC and they will help me to solve the problem. This I had already done before. But still they have not find out the solution for the problem and asking me to wait wait wait,
they have already reported the problem to Jakarta office and will received the patch soon. Why should I wait such a long time, when I have already made the payment for the set and not able to use it properly?

I suggested them it is better you replace me the phone with some other model in which there is no bug. But they tell that they don’t have any facility like that.

I am really feeling sorry, why I believe so much on Nokia Handset.

I have already visited twice in the NCC, but still wait wait wait, and they will inform me as soon as they receive the updated software.

Henceforth how can I spend such a big amount of silly handset from Nokia. So I once again request you to please replace my old N80 set with some other model which is not having such bugs.

Awaiting for a positive reply from your side.

Please feel free to say the truth.

Thanking you,
Yours truly,

Vinay Jha
PT Sai Apparel Industries
Jl. Brigjend Sudiarto, KM 11
Semarang
Indonesia-Asia.


----- Original Message -----

From: <[email protected]>
To: <[email protected]>
Sent: Monday, May 28, 2007 12:30 PM
Subject: Nokia - Vinay Jha - Customer Feedback[THREAD ID:2-2TJVWD]
[T20070523000PS010Z759900]


> Dear Mr. Jha,
>
> Thank you for emailing Nokia Careline.
>
> I thank you for your feedback and allow me to assure you that Nokia
does
take all precautionary measures to ensure that phones are fully repaired
prior to being released from the Nokia Care Center (NCC). The experience
that you have encountered is not typical of Nokia's level of product
quality, customer service and reliability. Please note that I have
documeted
your concerns today and your case reference number with the Nokia
Careline
is SR2-170560202.
>
> Nokia assesses each situation on equal standing and it is dedicated to
finding reasonable and fair solutions to any issues that Nokia customers
may
experience with their Nokia products. Nokia will honour any Nokia mobile
phone as long it is within the warranty guideline.
>
> Pertaining to your Nokia N80 issue, it needs to be assessed once again
at
Nokia Care Centre (NCC). I understand that this may not be an ideal
option
for you; nevertheless, I am confident that the NCC will be able to
resolve
your phone issue as soon as possible. I suggest contacting the Nokia NCC
to
advise them of your arrival and arrange a convenient time to have your
phone
sent in. This will ensure that you are not made to wait for a long
period of
time.
>
> I sincerely apologise for any inconvenience caused and greatly
appreciate
your understanding and patience in this matter.
>
> You may like to visit our website at www.nokia.co.id for more
information
and support for your Nokia device. If you have further enquiries, please
write to us again or contact Nokia Careline at (21) 52 66542. We operate
between the hours of 7.30am and 10.00pm, seven days a week.
>
> Please help us improve our services by completing the Nokia E-mail
Satisfaction Survey from the following link: www.nokia.co.id/caresurveys
>
> Kind regards,
>
> Pat Selvaraj
> Nokia Careline
>
> Do you know you can now update your phone software at your own
convenience? Visit www.nokia.co.id/support to check if your phone model
is
supported and download the "Nokia Software Updater".
> [THREAD ID:2-2TJVWD]
>
>
>
> -----Original Message-----
>
> From: [email protected]
> Sent: 23/05/2007 09:32:54
> To: [email protected]
> Subject: subject.
>
> [Salutations:Mr.]
> [FirstName:vinay]
> [LastName:jha]
> [DOB:07-02-1979]
> [Gender:M]
> [Email:[email protected]]
> [CountryCode:+62]
> [Country:Indonesia]
> [MobilePhone:+62246701616]
> [Model:Nokia_N80]
> [Imei:358814003233535]
> [State:semarang / indonesia]
> [Postal:50194]
> [Feedback:Dear Sir / Madam,
>
> I have purchased one hand phone N - 80 on 03 / 05 / 07 ( 3rd of may
)
from Sinar Mas Selluler, Ciputra Mall,Simpaglima, Semarang, Indonesia.
>
> IMEI No. ---- 358814003233535
>
> S / N No. ---- 0540859 ( APAIDY074828232 )
>
> KRC No. ---- SEJ 678637
>
> When I was making a call and the mean time recording also then phone
was
automatic turned off and turned on and obviousely couldn't complete my
call..
>
> I immidiately complain to Nokia Care,Jl Pemuda no. 139 in Semarang
(repair order SMG: G No. 011579), They installed that software as there
was
software problem.
>
> Now after software update (ver 4.07) that problem,one new problem
came.Now
I can not use the function *555# for cheking my account (Mentari).
>
> Person of Nokia Care is telling that again software problem and when
they
will receive that software then only I will get repaired that hand
phone.
>
>
> Really I don't understand that if there is software problem,why u r
selling that item?????????????
>
> Why should I wait for the so called new software????????????????
>
> If there is software problem like this I don't want this phone and
could
not wait for your software as this is not my mistake.
>
> Henceforth better replace this hand phone with other set or other
model.
>
> Please reply me soon.
>
> Thnking you,
>
> Vinay]
>

I bought new N73 music edition mobile on 24th March. In 3 days I found that I was not able to call using the handsfree provided with it. As suggested I visited Nokia care center in Koramangla, Bangalore. They told that handsfree is defective and will be replaced with new one. Replacement will take 1 month. After one month I collected the handsfree but found that problem was still there. Then they checked the phone and told to visit Nokia care level 3 center in SV plaza. I went there and submitted the handset for 3 days. They did not provide any stand by handset so I had to buy new one. After 3 days they called me and told handset was ready. When I went to collect it and checked it was not working. Those are really stupid guys. Just update the software and calls customers that problem is fixed. Then again they told to wait for 2 more days. After two days they told that motherboard of phone is defective and will be replaced in 15 working days. Now when I call no one picks the phone itself. This is the quality and service of nokia.

I advise to avoid high end nokia phones. low end phones may be good and at least you will not feel that big money is wasted. The reason I think of poor quality is because of competition they are not focusing on testing the products.

After using Nokia handsets for the last 14 years I recently upgraded my 6310 to the new N70 after an unfortunate incident with my old handset and the washing machine. I purchased the new handset under a 2 year plan and I am currently paying off 2 handsets.

4-5 Months into the new contract my N70 stops charging. I decide that there must be a problem with the charger and purchase a new one. Luckily before leaving the shop, I ask the attendant to check to see if it works on the phone. It didn’t work and the attendant proceeds to try numerous charges, none that work.

I rang the shop where I purchased the handset, and they advise me the phone is under warranty. They advise to either return to them or direct to Nokia. I made the journey to the Melbourne central business district filled in the forms, and the phone was returned for repair to Nokia.

2 weeks later I receive a call from the phone shop, saying my phone has been returned from repair. I take more time off work to gratefully receive my phone. When I present the docket, guy comes back and advised me that due to water ingress Nokia refuse to repair the handset. Not satisfied, as after the last phone I have been careful not to get the unit wet.

I discuss the situation with the shop attendant. I am thinking that there has been a miscommunication somewhere as the phone is working fine, just not charging. He tries a couple of charger units and then I notice he uses the same handset. I have 2 flat batteries, he kindly tries his own battery in the phone and no problem phone works. To keep me on line he lets me keep his battery, and gives me the number of the Nokia care centre. (2 days wok lost to date)

I ring the care centre, they assure me that a technician has looked at the unit, and in fact it has been damaged by water and the phone will not be repaired. If I like to return to the care centre they will open the phone in front of me to show me the water damage. (This of course would be 3 days lost) I argue that if the phone had been affected by water surely that the whole unit would not work, not just the charge.

Well trained the operator assures me that not only had the phone been damaged by water, but it was only a matter of time that the rest of the wiring will decline and they will not even repair the unit even if I pay for the repair.

Still not happy they supply me with another number of complaints, unfortunately sir you are a good customer but Nokia policy Blah Blah blah. At this stage I start using my wife’s Samsung phone. Difficult as I am used to the Nokia software but I get used too it.

Couple months latter I have some time off. A friend comes round and I notice he has the same handset. ‘No complaints’ I ask to try his battery, and my phone springs to life, no problem. Still not happy with my previous attempts and with some time on my hands, I search a couple of forum problems to see if anyone else is having similar problems. OHHH look, numerous people around the world are having problems with both the chargers and the handsets. Many unhappy Nokia customers. So I call the care centre. Discuss the problem. No we are unaware of any inherent problems with the handset. So I ask to make an appointment to come to the city so they can open the phone and show me the water damage.

Yes sir. First you have to come to the city with the handset and make an appointment. (Now this is a 2 hour journey both ways) then you can return a week later and we will open the handset and show you the problem. After much discussion with the operator on my value as a customer, the waste of time and money making the 2 trips, offer to pay for the repair, sorry we will not attempt to repair even at your cost. Finally an option. Post the handset to us and then in 5 weeks return to the city and view the water damage. All not acceptable.

I offer to take it to another repairer and if he finds no water damage they could then cover the cost of the repair. No an unauthorized dealer will void any warranty/ responsibility if he opens the phone.

So still not happy I make a complaint to the Nokia website. I attach over 10 complaints from web forums with people experiencing similar problems with the same hand sets. After all it tells me they care about their customers; let us know your problems.

A few days later I received a reply from Nokia, see attachedDear Mr. Barrett,

Thank you for emailing Nokia Careline.

I thank you for your feedback and please be assured that there isn't any inherent issues with the Nokia 70.

Please be assured that Nokia is continually looking at ways of improving to provide you with better products and services. I assure you that each of Nokia customers are valued and Nokia does not treat your concerns lightly.

Your comments and feedback has been forwarded to the relevant department for future consideration.

You may like to visit our website at www.nokia.com.au for more information and support for your Nokia device. If you have further enquiries, please write to us again or contact Nokia Careline at 1300 366 733. We operate between the hours of 8am and 8pm EST, seven days a week.

Please help us improve our service by completing the Nokia E-mail Satisfaction Survey at the following link: www.nokia.com.au/caresurveys

Kind regards,

Pat Selvaraj
Nokia Careline

Do you know you can now update your phone software at your own convenience? Visit www.nokia.com.au/support to check if your phone model is supported and download the "Nokia Software Updater".
[THREAD ID:2-2TJO7F]

‘No inherent problems’ Still not happy I have filled in there customer Survey and asked them if they have assured the other 15 people of which I attached complaints that they also are imagining the problems with their handset’s.

Anyway keep it up, I certainly intend to. Nokia have got away for too long relying on peoples dependence on keeping the same brand phone, as they are used to its operation. Well I assure you after switching to my wife’s Samsung phone there are much better products on the market. Ditch your Nokia and buy a phone from a reputable company that knows how to keep a loyal customer happy, water ingress or not. It is not worth the stress dealing with a company with so little regard for its loyal customers.

I am currently collating similar complaints that I am finding online and sending them to Nokia, please post your comments and complaints. It is a great way to let these companies know that we are not alone, not without a choice, and not a pre written standard response, but in fact are customers
Kind regards

Samsung handset user.

Nokia had minted money. They keep introducing new models so that they can keep on cheating people.I have an old model 6385. I had some minor problems.I was asked to go to the service centre. There I had to wait for a long time. Finally two ladies smiled beautifully to tell me that the my model is outdated and the spare part is not available. The way they told that the model is an old model can make you shrink to the size of anant. I had bought this model just in 2003 for Rs.7500 and I would like to use it for a long time. They should bring instruments in which new services can be added. Nokia will not do it because their profit will not improve.

In the month of January 07 i was made to change the cover of my nokia 9500. I sent the mobile to the store i purchased it from because they are nokia dealers. They demanded a sum of rs 3100 = $ 70 to replace the cover which i agreed because of my mistake in dropping the phone on the floor. I have since regretted why i did not go in for a new nokia instead of replacing the cover.My misgivings start from the very next day because the cover was not locking and would open with the slightest of movement of mt hand. I I complained to the nokia dealer and got a reply to send bach the instrument so that they can tighten the locking mechanism. Since then i have been facing the same problem but was unable to understand why did the nokia service centre do such a bad job. Now my problems do not end there as the cover has cracked once again at the spot where the locking device locks. I am sure that this time the fault is entirely the nokia service centre "s fault as the problem has never been solved by them. I sent back the 9500 to the same centre today but they have washed their hands off their responsibility by telling me that there is no guarantee for the covers and i have to pay $ 70 once again. May i ask if this is fair for a die hard user of nokia communicator instruments for the last 10 years.