Dear,
This email is with reference to complaint #1-5745100163 registered on 15th November, 2014. To give you a brief on the issue there are two parts to it:
1. Device issue: Device named Nokia Asha (Dual sim) was purchased through Amazon.in in the month of August along with a memory card provided with the device itself. Recently we have been experiencing issues like device gets hanged up and etc. which were reported to the Nokia care center at Okhla on 14th Nov, 2014. On 15th Nov, 2014 the device was to be returned back. While collecting the device the center employee named Mr. Shubham Gupta informed that the device had issues due to the memory card used in the same and that needs to changed while denying the replacement of the memory card at the same time. After detailed discussion we had asked Mr. Shubham Gupta to share the same reason with us in writing so that we can escalate the same with the vendor as well. On continuous denial and also negative attitude towards the issue of Mr. Shubham Gupta we had asked him to share a piece of pen and paper so that we can submit an official complaint/ feedback for device issue as well as the concern. Now this time he crossed his limits by just denying even a piece of paper and saying that " I will not share any piece of paper or pen with you so please do whatever you can" . Given this attitude we had submitted the device back and raised the complaint at the central number provided from the center itself.
2. Behavioral Issue: As already mentioned in the above point i am sure the customer has the right to at least know or ask the concerned person for a written note for issue and solution but if that is not possible then at least he can be polite enough to address the same. Same employee when was asked for a pen and paper so that we can give the feedback/ complaint in writing the way he responded is not expected out of Nokia (a consumers brand) that to with a trust in the customer while making the purchase. This kind of behavior is not at all acceptable as the way the employee Mr. Shubham Gupta has addressed the concern is not an appropriate from the one being into post sales services.
Also very important the customer care representative Mr. Hari who called today continuously insisted on talking to Mr. Shubham Gupta only and was adamant enough to not help further (Denied for connecting with a senior or write an email to escalate the issue as well). Also while we were having a conversation in the same context he disconnected the call and did not seem to be a customer's representative, instead seemed to be Mr. Shubham Gupta's employee or friend.
Given the above explained experience I really now doubt the post sales services effort being put by such a customers' brand which has consumers trust in the market i.e. Nokia.
Awaiting a quick response and action on the same. Feel free to connect for further information/ clarification if required.
Regards,
Rahul Khattar
+91 9971500435
+91 9868870888