Complainant: Mrs Suman Kanta, Lawrence Road, Delhi

1.That I bought NOKIA CDMA 6255 phone (product code: UPNO6255) from Reliance Webstore Ltd. (Reliance Web World), Model Town, Delhi on 17 April 2006 for Rs. 12,542/-

2.That the instrument supplied originally went out of order within a day of use and was almost dead on the fourth day and was got replaced through Reliance WebWorld, Model Town, after lot of arguments, as they were insisting on repairs only. But after the instrument was tested at NOKIA, Okhla, it was finally agreed to be exchanged.

3.That the new instrument supplied bearing ESN number: 02605497976 also used to go blank for few seconds within a month of use. And it was shown to Venus Communications, Nokia Care Center, located at Ashok Vihar, more than once but it was told that they are unable to figure out about the problem prima facie, so I should continue with the use. As otherwise it would take 2-3 weeks time, in case it is sent to the Nokia Service Center at Okhla.

4.That the problem continued but slowly and slowly condition of the instrument deteriorated and it used to go auto switch off very frequently by October 2006 but was given for repairs in the month of December only, due to business urgencies. As the phone number has been advertised in Yellow Pages for business purposes during the year 2006-07.

5.That the instrument was given for repairs at Nokia Care Center (listed on Nokia website) located at Ashok Vihar, New Delhi, by the name “Venus Communications”. And was returned after 3-4 days and it was claimed the problem has been fixed and there will be no complaints in the future, vide Job Sheet no 5231, assigned by Venus Communications (10 December 2006).

6.That the same problem again cropped up after two weeks of use, so again the instrument was given for repairs on 03 January, 2007 at Venus Communications (vide Job Sheet no 5944) and it was told that the instrument would be repaired and returned within 2-3 days.

7.That when I called after 2-3 days in January 2007, I was told that instrument has been sent to Nokia Service Center, located at Okhla, New Delhi and it would take around 3 weeks time.

8.That I was shocked to hear this, as due to business urgencies it was not possible to part with the instrument for such a long period. And it was further inquired from Venus Communications, why my permission was not taken before sending the instrument to Okhla service center, as this may result in loosing out important calls and thereby business. On this Venus Communication’s employee promised to get back the Instrument by coming Wednesday, as Nokia van visits them once a week only.

9.That even after all the assurances, Instrument was delivered back after more than two weeks only after repair. Further I was shocked to observe all the data being erased from the phone, including phone numbers, images, important business SMS, and that too without any warning issued by Nokia or Venus communications, which resulted in more harm and harassment.

10.That I collected the phone instrument but he was unable to make or receive any phone call, so I had to visit again at Venus Communications in the evening and it took more time in bringing the phone in the working condition.

11.That after so much of loss of business time/profit and harassment, the same problem cropped up again and for the third time in three months, the phone was again delivered for repairs at Venus Communications on 27 February, 2007 vide Nokia Service Center Job Sheet # 307434038/070228/7 (Venus Communications Job Sheet # 7429).

12.That further a complaint was registered with Nokia Call Center, who asked to register a new complaint with them, after the instrument was delivered at local care center and promised that the case would be on priority basis vide reference numbers: 2-1W59AT and 2-1WCJTN lodged in March 2007. But even after calling again and again they never has any information as to the status.

13.That I was again informed on 08 March 2007 by Venus Communications, that it will take at least 2-3 weeks for the instrument repairs, though NOKIA call center promised for repairs on priority basis, which is causing me business loss.

14.That I was informed on 15 March 2007, that the instrument is ready to deliver and can be collected from the service center. On 16th morning, I called Nokia Call Center and asked about the exact status, as I had demanded refund of the amount under complaint number 2-1W59AT/2-1WCJTN. It was conveyed by the Nokia Call Center that Mother Board of the instrument has been changed and there will be no problem.

15.That I visited the service center at Ashok Vihar, “Venus Communications” on 16 March at 1:30 PM and was presented with a second hand instrument, which shockingly looked like has been in some accident, though my instrument was in a perfect shape. And in any case, I had already asked for the refund, which need to be provided without any fail. Further, I was informed that even in the case of change of mother board, its guarantee will expire in the normal course on 17 April, 2007.

16.That it is pertinent to mention that I also bought a case for the said phone for Rs 400 in the third week of April 2006 from Venus Communications which did not had any packing but was believed to be original as was bought from Nokia Authorized Center. And its hook broke within two months of use, as the quality of the case was inferior and it was not replaced by Venus Communications even after repeated complaints.

Thanks to LegalSolutions.in I was able to serve them with the legal notice and get a new 6265 CDMA Mobile in exchange for CDMA 6255 mobile from Nokia

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