[gagan7]

Hi

I purchased a Nokia 5800 on 24 January 2009 in Pune and have been facing problems ever since (IMEI no in subject line)

1. Within 2 weeks of purchase, the earpiece was not functioning well. I took the handset to Akshay Telecom, FC Road, Pune and they repaired the earpiece. However, after the phone was opened, I noted dust particles in the display, and same can be seen till date. Earpiece problem has been a worldwide problem

2. The Nokia maps license simply "disappeared". Note that I was supposed to get 90 days free licence. I made over 50 calls, registered complaints (refer to call reference numbers 2-3QWR71, 2-3RDU7L, 2 2-3RSLYD and 1-6912363409). Nokia contacted me and gave me a 1 month licence (no CD 6114 8134 8726) till the time they were investigating the issue. However, no-one contacted me till date.

3. Since a week, I have display problems. - fuzzy lines seen (this problem is worldwide - refer to

http://dailymobile.se/forum/index.php/topic,1725.0.html 

 http://dailymobile.se/forum/index.php/topic,8300.0.html

http://dailymobile.se/forum/index.php/topic,5047.0.html)

Will someone please advise me what to do. I want NOKIA to REPLACE the phone. Please let me know how I can get this issue resolved amicably without court case.

Thanks

Dr. Singh

[psychomania]

You need to take the issue up with your nearest nokia care point or by contacting nokia care in your country, via the "contact us" link near the yop of the page.

We cannot help you here.

[gagan7]

Hi

Thanks for the reply.. but what I really want to know is how can I go in for replacement of phone. I cannot have my phone opened up every now and then. I called care centre, they said its screen problem, it will take 1 month for the parts to come in and complaint be resolved. What do i do for 1 month

In good countries, Nokia has replaced the phones. In India, we are treated like **bleep**.

I would ask other readers to please share their experience and help me with satisfactory redressal. I am also placing my grevience at social sites like mouthshut, etc, hoping that someone will help...

[psychomania]

The people that are giving you the poor service are the care centre, not nokia.  Care centres are independent from nokia and are allowed to use the nokia name for repairs.  They are not owned or run by nokia.

If a care centre is giving you poor service try another care centre if you can, if not complain to nokia care in your country by calling them.

www.nokia.co.in/get-support-and-software/contact-us/nokia-careline

[gagan7]

Hey Buddy!

Well in first place, Nokia has taken out a sloppy piece of junk, so its definitely at fault. So many people suffering worldwide!! 

#2. I just found online how I can sue the company --> will do that

#3. Nokia service is a part of Nokia Brand Name... so I think now my case is strong...

Will keep us all posted here!

[psychomania]

Faults happen, that is why they give you a warranty.

When you sue be sure to sue the correct company or it will be thrown out of court.  It is the indian run care centre that you need to sue, not nokia.

Perhaps you should ask the manager the reason why he isn't ordering your parts sooner? He probably will not tell you the real reason, which is to save himself money.  He will most likely be waiting until he can order a larger consignment of parts from his supplier.

As I said in my first post in this thread you should complain to nokia care about the service that the indian run care centre is giving you.  Nokia cannot help you if no one reports the care centres for poor service.

Getting upset and threatening to sue on a forum only makes you look silly, so chill out and try to sort it out.

[gagan7]

How can I sort it out?? Nokia helpline cant "help" me, Care centre does not care, Nokia has a policy wherein they will not "acknowledge" a written complaint..... there is no way out buddy.. this is India, no one cares for consumers. Maybe you are sitting in a better place, so you cannot imagine the heartburn involved here. 

Talking to care centre does not help in India... I believe its part of Nokia... 

If Nokia looks at the no of complaints at consumercomplaints.in, mouthshut.com, dailymobile.se ,it should feel guilty and do a recall of the product!!!

[psychomania]

No product recall is necessary because nokia has sold many millions of that model now.  A small number do have that fault but it is covered by warranty, like the earpiece fault was. The indian run care point is denying you your consumer rights so it is between you and them. Perhaps you should seek consumer rights advice?

There is nothing more that can be done to help you on this forum as it is the indian care point that is being very unhelpful, purely out of greed.

Have fun shouting about it on forums, it will get you nowhere at all.

[gagan7]

.. I had to voice my concern here since India site does not have a discussion board (i think they are too scared!).. however I am not blaming Nokia Europe, but Nokia as a whole. But I do believe in voicing my concerns on forums, since I do get regional-specific help from ppl (maybe not on this forum yet!) - My learnings from other forums: (1) how to file a case (2) contacts of helpful ppl who do would provide advice free of cost (3) Address where to write with concerns. Am already on it now.

Forums are very important part of my life since I have been cautious of "lemons" by reading reviews, and do intend to pay back with my learnings and experiences with different products! Sadly in this case, the product was too new to find reviews regarding the same. With no offences to you, my buddy, but I feel your responses are bit biased with a soft corner towards Nokia.

[psychomania]

My responses are not biased, they are the truth.  I am merely trying to point out that you are placing the blame in the wrong place. Yes it is nokia's fault that the fault happened but it is the indian care point that will not honour your warranty within a reasonable time frame. You seem unable to accept the fact that it is an indian run company that is blocking your warranty rights, not nokia.

The blame should be directed to the correct people which is the independent indian company that runs the care centre you have used.  Nokia does not run it and nokia is not blocking your warranty repair.  

So the blame obviously lies closer to home. Until you learn to understand that then this discussion is pointless.

P.S. This isn't just a Euro forum, all of nokia's worldwide sites link to the same international forum.

[gagan7]

Hi PsychoMania

Good point. Thanks for healthy discussion!

[gagan7]

Update as of 27 June 09:

3 PM: Went to Nokia Care centre. They told me they will replace display and not handset. Moreover, display repair will take 30 days to repair as they do not have the piece

3-45 PM - job sheet generated, I was not given a stand-by phone

3-50 PM - I called Nokia helpline, asked for help. This guy asked to be connected to the manager. They had a long chat. In the meantime, I prepared my first notice declaring that I would approach the consumer forum. The manager refused to sign that initially

Close to 4-45 PM: Post the call with nokia helpline, manager agreed to give a pathetic standby phone (yea! battery drains within 1 hour of talk time) and also accepted my written letter challenging this case in  court

Update as of 29 June 09 - Second Notification sent to Nokia Head office in Gurgaon (cc. Nokia Care centre and Consumer Court of Pune). Am planning to file my case in a week's time since Nokia Care Centre manager as asked for 3-4 days. He would "try" to push my case for replacement (hah! after so many repeated problems, the manager will still "try" and not replace the phone directly)

Am ready to fight tooth-and-nail and will definitely also charge damages to the company as well. (This post is at other websites too, and am getting a very good support + tips from readers)

Will update as and when things happen...

[gagan7]

Update as of June 30: I called the Call centre and learnt that request to replace has been denied as per Nokia Policies. I asked to be connected to the call centre supervisor, no one helped me.... Its gonna be a court case now...

[tharunvvijayan]

I had faced a similar problem with my nokia 5800 xpressmusic (The TUBE). The display would go crazy and it starts showing horizontal freakish flickering. I took my handset to the nearest nokia care. They took almost 20 days to rectify the problem starting from ordering of the display to propering techinical work required. There's nothing to panic bcoz NOKIA has already been aware of the problem on a large scale and that they have found the solution.

[odear]

"There's nothing to panic bcoz NOKIA has already been aware of the problem on a large scale and that they have found the solution."

E-mail to Nokia:

 "I'm interested in buying a 5800 music phone. What I would like to know is: has the screen fault now been rectified and if so, how can I tell if the phone was produced after the fault was rectified?"

Reply from Nokia:

" With regard to your email, we wish to assure you that all Nokia products undergo a very thorough quality assurance program with extensive research and development. Nokia maintains the most stringent quality controls available so that we can confidently provide one of the most reliable products in the industry. Hence, there are no generic faults with this or any other Nokia mobile phones."

In case you missed it: 

"Hence, there are no generic faults with this or any other Nokia mobile phones."

[gagan7]

@Tharunwijayan

Thanks for the post: The question still remains that despite the repeated problems, Nokia only wants to Repair and NOT replace. They want to bug me to the core, citing their policies. One defect after the other, still they are not considerate enough.

I do understand Nokia has taken care of display fault, but what about my phone? The repair centres are so filthy, there is dust in the display after the phone is opened!!! Welcome to Nokia care.....!!!

Message Edited by gagan7 on 01-Jul-2009 10:36 AM

[gagan7]

Update as of 2 July:

Nokia sent reply by email, asking me to get in touch with repair centre. I called the centre and the manager told me he received the notification for court case, and he has made internal communications regarding replacement of the set

I also called and wrote to Nokia FINLAND office regarding the manner in which NOKIA India is handling my case

I got a first call from Nokia India asking me in detail what my concerns were. Lets hope my case gets solved soon..

What a pain it is to tell Nokia to do what it should be actually doing!!!

[gagan7]

Update - 07 July at 3-15 PM

GOOD NEWS! Nokia care centre called me and told me I will get a brand new handset (latest piece with all firmware updates!)

THANKS FOR ALL YOUR SUPPORT GUYS

[jojobrain]

Hi,

Is changing the touch LCD the only solution to this problem? as i bought an export set, and do not have warranty? i'm facing this problem now,,

[gagan7]

Hi jojobrain

A lot many people are "sufffering" from this problem, do visit the links to the referenced forums...

However, since your handset is not under warranty in the country where you are, you may have to shell out from your pocket. Still, do contact Nokia Care centre in your country to see if the handset has global warranty.

I shall be available for any more help...

Message Edited by gagan7 on 09-Jul-2009 07:34 AM