From: Ankita Mital
To: "nokiadigitalmarketing@ovi.com" ; "support.discussions@nokia.com" ; "contactcentre.india@nokia.com" ; "communications.india@nokia.com"
Sent: Tuesday, 26 June 2012 3:11 PM
Subject: Purchased new Nokia C7 on 27/07/11 || Equipment issue ||Replaced twice earlier in April 2011|| Permanent resolution required !!

Dear Sir,
I have been long associated with Nokia and was pretty happy with the services but
things changed when I bought my new Nokia C7. Here is a brief of what I have been
going through.
It was 25th July 2011 when I bought my new Nokia C7 from the “THE MOBILE
STORE” located at Mahakali Caves road, Andheri (East) for Rs 17059. Plz find
the details below:
IMEI no of phone- 35********44270
Phone
purchased- Nokia C7
Color-
Frosty metal
Cost: Rs 17059/-
Waranty- Under warranty period
With this email I just want to share my grievances with you hoping to get a permanent solution to my never
ending woes with Nokia since the time I bought Nokia C7. Given the price I paid for this handset, I certainly do not deserve such a service.
Owing to my complain regarding my handset Nokia declared my set as faulty and replaced it nt once but twice.

1st faulty handset:-
IMEI No- 355********9690
Date of purchase- 06/04/11
Place of purchase- The
Mobile store (Vile-parle west)
Color-
Frosty metal
Cost: Rs 17059/-
Problem- Back panel heating issues wid handset.
Replaced by- The Mobile
store (Vile-parle west)

2nd faulty handset:-
IMEI No- 355********4695
Date of purchase- 06/04/11
Place of purchase- The
Mobile store (Vile-parle west)
Color-
Frosty metal
Cost: Rs 17059/-
Problem- Faulty IC
Replaced by- The Mobile
store (Vile-parle west)
Let me brief you about the problems I am facing with my current Nokia Handset ( which is actually the 3rd nokia C7 )and
the kind of response I have been getting from the Nokia Support Center.
Issues:
1) Outgoing calls shut:
Calls cannot be made by my phone, which is one of the basic purposes behind the use
of a phone. Every time I make a call, the call gets disconnected automatically
within 5 seconds with the screen display showing “No answer”
My life has become so difficult because I have no choice but to carry two phones
along everywhere.
2) Battery issue:
Battery life is very poor. My multimedia needs are very
basic, even then I m forced to carry my charger along Coz it needs multiple
charging to keep it going.
3) Tardy Functioning:
Even in ideal mode my handset behaves in a very disgusting
manner, its hell lot slow.
4) Slow and Retarded functioning of Camera:
Camera special function key takes a long time to initiate. Need to wait for minimum 5 seconds
for the camera to start functioning for clicks.
5) Intermittent Hangs-up Issues:
Hangs up all of a sudden ‘n’ no of times a day even when I am accessing basic functions
and applications are also not used in the background.
When the phone hangs up, it becomes next to impossible to
shut it down manually, for which the only option left is to pull-out the
battery to switch off the phone.
6) Heating issues:
While using the smart phone features or when operating with multiple applications in the background,
my device heats up and hangs up to death.
7) Restarts automatically:
In the middle of nowhere my handset restarts, the display
screen discolors all of a sudden and becomes all red and green. Pl find attached picture of my phone turning red and green.
There is a definite prolonged freezing up on start-up of the
phone.
8) Keypad lock:
It takes ages for the home screen display to appear after the keypad is unlocked

I have managed to personally visit Nokia care located at Vile parle west thrice and once at Andheri East thrice squeezing out time from my hectic official schedule to get a solution to my problems, but to no avail.
The cold and uncooperative attitude of the officials annoyed me further and their sole reply every time was that I need to surrender my phone to them at least for period of 7 days, which they would send across to their Head-office located at Delhi for scrutiny and repairs.
I was not given a complaint number even after repeated requests. It really does not make any sense to get my 3rd nokia C7 repaired when Nokia got my two previous C7 replaced accepting manufacturing defects. This can be easily confirmed by the following- If “Nokia C7 problems” is typed on Google, one can atleast find 10 websites housing the complaints of endless customers with a common set of problems.

Nokia was once a global market leader in equipment manufacturing but now it has been surpassed by its biggest rival SAMSUNG. Still I always trusted Nokia but if this kind of hardware defects and bad customer service continues I am afraid the customers will be forced to migrate to some other Brand and that wont be NOKIA for sure.
To salvage the situation, Nokia should atleast acknowledge the problem and recall the batches of the faulty phone series especially Nokia C7. Toyota did this and is still the topseller for Automobiles, hope the same can be said for Nokia as well.

I hereby request you to take a strict action at the very earliest and to address the above concerns of a loyal Nokia customer or this might be the end
to my long association with your company.
I have been patient enough all this while and this e-mail is my last effort towards rebuilding a relationship with Nokia and to regain the lost confidence in your brand.

All my time and effort, that has gone in this direction, all the mental harassment I faced and all the pain I took while dealing with the nokia staff cannot be compensated by any means, hence I request you to either compensateme with the amount that I spent on Nokia C7 or allow me to choose from your wide range of Nokia Smart phones of value equal to or greater than my Nokia C7.

Hoping my request will be taken on priority by higher Nokia officials and I will again be a proud and happy Nokia customer.

Inspite of registering repeated complaints over the Nokia website and receiving 4 Service request nos, i have still not been aided by Nokia in any possible way.

Thanks & Best Regards,
Ankita Mital
Contact no- ********35
Location- Mumbai