HCL InfiNet : Nokia Customer care center's bad service

[vishal sawant]

As i knew , New Delhi, August 17, 2004: HCL InfiNet, a 100% subsidiary of HCL Infosystems, India's premier information enabling and integration company, has received the ISO 9001:2000 certification for its Nokia Care service centers across the country. ISO 9001:2000 specifies requirements for a quality management system where an organization needs to demonstrate its ability to consistently provide product and services that meets customer and applicable regulatory requirements. ISO 9001:2000 also aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.
but being nokia customer the problem and the lack quality i have founda are as follows
Dear friend please I am shearing you my own bad experience with you how nokia care center people behaves customers and the how third grade quality product provide to us its my honest request to please do not bye nokia handset thenks for your help and concerns shown by your exucative lubeena and other person sorry I loosed his name who called me on today 7.43pm
I have purchased nokia n 73 music addition (iemi number :355718020969703) on 9th of October 2008 from mobile store bpl gallery chembure invoice number mh/01360/00001/4462 till today I have faced servitor problems. First the headset provided by them is of very poor quality and they got replaced. Since mobile became need of hour I tried to avoid them but still I have forced to submit my handset for repair on following date

Date of submission of mobile job sheet number

29/06/2009 639504867/090629/8
02/07/2009 639504867/090702/29
15/09/2009 639504867/090915/9
21/09/2009 639504867/090921/22

I have never got solution for my problem only what nokia people achieved is to get passed through my warranty period now what are saying my handset repairable and not gone give replacement. but the problem arises with in few days of delivery from nokia care center .this about product they have provided let me share the you something about their service and systems
On 23 rd sept I have called nokia care help line and spoke to four executive out those two rajiv and suchorita told me my handset is ready with nokia care centre go and speake with someone akhilesh. I took leave from office and went their after going their manager told me my mobile has sum major problem so they gone the mobile to head office for repair I called back to helpline. Asked why the wrong information given to me then he told she has not given wrong information the akhilesh made update my mobile is repaired and ready for delivery. They firsht said they cant take complaint then I made email on ask nokia asking few question which are never answered by them are as followed

1) Why I have provided with wrong information by suchorita and Rajiv if they have given right information as per system why akhilesh updated wrong information in the system on 23rd of sep
2) Why I am not told by you that you keep phone for 24 hrs under quality check and I need to wait for more 24hrs
3)I spoke to nokia care line with some punnet on 24th sept regarding thir repair issue and why is not getting resolved .if they can not give please give me replacement he said he need 24 hrs to tell status of handset
4)I made call to nokia on 25th regarding my phone status their some one murgesh kept me on hold for 13 min then I spoke to other executive round 4.00 pm he told me he can not give the status of handset you need speak with care center manager hemant bhosle and he gave me the his number 9821521594,9987568777 I did not got reply from 09987568777 & so called other number onthat number the person he is not a employee of nokia he is works in niit.
5)I told other person about this thing I asked is the the provided number are correct or not. He told me the number are right I made the person speak with the niit person on that (9821521594)number he shouted on me so asked why you people harassing bye all this wrong number he told me he has the same number in system what shall he do about this thing he has not taken my complaint I kept ignored
He told me they need proof of purchased for further action I told provided them tht copy bill care center he told me still I need submit bill again

6)So I called nokia care center ( phone planet ) I spoke one of executive he told me they have sent my mobile on 24th with copy of I need not come over their so I did not went to care center
On next day care center people called me told they got mail and want the proof so I have to submit proof of purchase again I have forced to take leave on my working day
Nokia care center people having my number still they did not previously and I has information before them this communication they has internally

7)I am mailing nokia regurely but I am not getting any reply from nokia people last reply I got was on 26th sept 20009 from smashed bengam at 12.55 pm tillthe day is 30th sept i didnot recived a reply from them
For your reference I spoke to this thing and have made to mail to the mobliestore they gave me call with in hours this is service same time few more question
8) How nokia gone pay backed all the harassment, frustration, inconvenience & problem iam faced while this entire thing
9) You say believes in quality then why iam getting such third grade service why the same reoccurring problem is not getting solved and have visit care so many times
10) Same time I want information what happened with executive who gave such poor service I think their should punishment for mistake I need to be inform what action has taken and I need good quality handset back

ISO 9001:2000 also aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements but nokia is failing keeping updates of simple things handset repair status , NOKIA gave me wrong information no way NOKIA helped my cause , even NOKIA don”t have updated manager’s mobile number their system i have got wrong number of mr hemat bhosle (9821521594) this the way how nokia system works same time the i am using the worhstever handset who’s problem not yet solved still m not getting replacement and helping them get them qms certificaton nice .if I did not find solution I gone report this to BVQI (Bureau Veritas Quality Institute & TQMI (Total Quality Management Institute)
i always gets smae reply from nokia quating This e-mail is in reference to the service provision of Nokia N73 Music Addition. We understand that the incident of servicing your phone has been very inconvenient to you and we sincerely regret the inconvenience caused. Kindly be assured that Nokia manufactures mobile phones and accessories with focus on optimal performance and user friendliness. However, it is unfortunate to hear of the concern you are facing with your mobile phone.

Please note that this incident is not a true reflection of our services. Our endeavour is, and always has been, to provide you with quality service. Which I never got till now and not gone get from you I want I mediate action no fake promises please look in to the matter because laft point to improvment they are not even updating and n73 which i have purchased has lots probems thoese not solved and they are not offering me replacement

[Guest]

SIR I WANT JOB PLEASE I AM MOBILE ENGINEER I HAVE LEARN HI TEACH INSTITUTE BEFORE ONE YEAR