Guwahat, Assam, INDIA, the 24th June 2008 : Recently, the microphone of my Nokia E90 handset (which I bought in February 2008) wouldn’t pick up my voice when I dial or receive a call and I had the “pleasure????” of experiencing the after sales service of Nokia India, the most popular and largest mobile handset company in India. It was a nightmare to say the least !

On 21st June 2008 (Saturday) at 2 pm in the afternoon, I walked into the Nokia Care (the authorized service centre of Nokia) located at Garima Grand Building, Dr. B. Baruah Road, Ulubari, Guwahati, Assam, INDIA – 781 007. As soon as walked in I saw about 40 odd customers (mostly men) waiting………….!!!!! for their turn to be attended by Nokia Customer Service Executives. My first impression was “Oh, God ! is this the rate at which Nokia phones are developing problems?” I was perplexed because I held Nokia in very high esteem (till that day!) because it is the most technologically superior company in the mobile handset market. I pondered again and explained to myself that may be because they have 62.5% market share (survey by Voice & Data, Y2007-08) and hence the crowd is big !

Gathering myself, I walked up to the Security Guard who handed me a coupon printed ‘134’ which was my serial number to meet the Customer Service Executive who would listen to my problem and receive my handset for repair. On my enquiry the Guard told me that the serial number ‘92’ was being attended to, at the moment. The serial numbers were moving very slowly and couple of customers sitting next to me told that they had been waiting for their turn for the past 2 hours ! For couple of them it was their second visit to Nokia Care in a weeks’ time as their phones were returned without satisfactory repairing work! For a moment, I thought of leaving but again I did not want to go to an Unauthorized service personnel with my Nokia E90 which cost me a fortune just 4 months ago. So, I had no option but to succumb and wait and be held hostage by Nokia for next 2 (two) hours ! I had a couple of other things planned for the Saturday afternoon but I dropped everything. We have been enslaved by technology and by these companies and they have made us so dependent on them !

As I was waiting, I observed that there were 7 (seven) counters set up for receiving faulty handsets from customers but only 2 (two) were operational and hence the queue of 40 odd customers waiting at any given point of time. This is ridiculous !!! ….very unbecoming of a company like Nokia which is the technology leader and commands 62.5% market share. I have not heard of any product category where the market leader alone would command as much as 62.5% market share. I am sure everybody at Nokia is PROUD of this. But, they should be equally EMBARRASSED for making their customers wait for 2 long hours, just to deposit their faulty handsets for repair. Is Nokia being COMPLACENT? If that be so, I am afraid, the history will prove them wrong.

While waiting I even spoke over phone to a Nokia Company representative by the name of ‘Sachin” who took the call on Sudha’s cell phone (I hope he told me his real name) and told him that Nokia urgently needs to spruce up its customer care at Guwahati and DO AWAY WITH FRANCHISEES WHO CANNOT PROVIDE ADEQUATE AND HASSTLE FREE SERVICE TO THE CUSTOMERS !

Finally, my turn to meet the customer service executive came at 4.15pm, after a full two hours fifteen minutes of waiting …….!!!!! They took my phone and asked me to come back on Tuesday (24the June 2008) evening …… after a full three days !! Prior to this experience, I was one of biggest fans of Nokia for bringing to customers a technologically superior product. But, not after this experience ! Though I still admire their technological leadership but beware Nokia Customers …..their after sales service really SUCKS ! ….”Nokia Care” DOESN”T CARE ! IT SUCKS !!!

Today is Tuesday the 24th June 2008……..I am going to Nokia Care in the evening ……I hope they deliver my phone in time and salvage some of their lost pride !!!

(This Unfortunate Nokia Customer can be contacted at dancing_kangaro@yahoo.com)