Theatrical production "Nokia Service" or "... And what to do?"

I read here habratopik about the Nokia phone and the ION store. Toli Karma brand has such Toli moon phase for several years is not the same, but I had a similar case as much as two times. So…

Prologue.

I started using mobile communications at the beginning of this century. It so happened that my first phone was the Nokia 3310, from which to this day I have only good memories. I have never encountered the Nokia warranty service before this story, probably because they never died with me. Yes, and phones are more expensive than 15000r. I have never bought. And then I decided to purchase the freshest, most functional flagship from Nokia - N95. Perhaps even more for religious reasons than for practical needs for its functionality. :)

Action I. Unsuccessful phone.

This story began back in 2007, when the Nokia N95 was announced, and I decided to purchase it. The price of the device was 25,990 rubles at the time of purchase, which for the fresh flagship seemed reasonable, although slightly overpriced. Payment was made by bank transfer from a legal entity (this is important). Within three to four months of using the phone, problems began, which were characterized by the following:

1. Not by leaps and bounds, the speaker volume through which the conversation was going on worsened.
2. Gradually, a noticeable backlash of the halves formed, it was annoying.
3. One fine day, the phone refused to find GPS satellites. More precisely, he found them, but he was not going to show the location, referring to a weak signal. I wrote it off to my province, where this could very well have been. But if paragraphs 2 and 3 were not so important, the first simply killed.

Thinking that I bought the “Unsuccessful phone” for the first time, I began to deal with the issue of finding an Authorized Service Center (hereinafter ACS) of Nokia for its repair.

Action II. The first communication with the ACS Nokia.

It so happened that in January 2008. I was in Moscow, and decided to look into the Nokia service on Tverskaya, there they told me that all my claims are justified, the repair will be guaranteed and they offered to leave the phone. I politely refused, because The repair period was 2 weeks, and I had to leave 2 days earlier. I specified the availability of a service center in our city (they gave me an address in Surgut, the name of the company and its phone number), and left the ACS.

Upon arrival in the city, I took the phone to the ACS Nokia. I received a receipt on the phone to the service and it was reported that the maximum repair period is 45 days. The figure shocked me a bit, so I clarified the repair procedure. Got the following answer:

1. Initial diagnosis, from three to five days. Here, the ACS is considering the possibility of repair on site, or sent to Moscow.
2. If repair is possible in the ACS, then order app. parts (delivery time was not specified, but the approximate figure “up to two weeks” was knocked out).
3. If repair in the ACS is not possible, then sent to Moscow.

Because I myself work in the IT field, and also related to the warranty service of the population, I am familiar with all the general nuances of this process. Guided by my experiences, I strongly refused to diagnose in the ACS and demanded that I be sent immediately to Moscow. Naturally, the girl was shocked by such a request and began to tell the tale "Not Allowed." After a conversation with “The coolest employee,” which I was able to get from the sidelines at that time, my request was granted, though verbally. That's what they decided. In general, the first impression remained positive.

Action III. The armor is strong ...

Knowing that ANY warranty ACC in the majority of cases works on the principle of "until you kick, it will not fly" (whoever does not think so, let the first make himself hara-kiri), I decided to arrange it for a call.

First call: 5 days later, "Your phone has passed the diagnostic and will be sent to Moscow." Well, I thought, it has begun. I’ll clarify why I’m still in the city, because we immediately discussed the delivery of the phone to Moscow. I could not get a clear answer, and that “The coolest employee” was either on vacation or on sick leave, and could not explain anything. Well, I think, okay. 5 days lost, but what to do. After that, calls were made after 14, 21 and 38 days from the date of delivery of the phone for repair. All this time I was fed with the phrases “at the end of the week - 99% everything will be ready!”

On the 38th day I was informed that I can come and pick up the phone. Well, I thought, wonderful. I come, pick up, check. The sound from the speaker is good, there is no backlash. GPS decided to test on the spot, for which he left the building. 3 satellites were found instantly, I decided that everything is OK. He returned, signed where necessary, took the phone and went about his business. In exchange, I received a bundle of documents on the repair of the device. To say that the phone came to Moscow only 30 (!!!) days after my arrival at the ACS, where it was repaired in 3 (!!!) days, sent back and walked 7 days, I think it’s not worth talking. That is, if these wise men immediately sent the phone to Moscow, the repair time would be reduced by almost 4 times! Anyway.

Action IV. Seller.

As you all guessed, the phone again began to "perform praises." After 2 weeks (!!!), the sound in the dynamics began to gradually fade out again, at first it was not so noticeable, but with each passing day the situation became more and more dull. And after 4 weeks, GPS refused to work at all, referring to the “Satellite Error”, which even in the service documentation for the phone (was merged from sites that I’m not very inclined to trust, but still ...) was not indicated. But the main thing is what happened next.

And then, of course, I went to the ACS to make complaints. There, after long wrangles, which I see no reason to describe, it was decided to return the phone to the seller, and in return to get the same, but working. And I went to the store. The seller immediately sent me to a local service representative. The first thing he told me was: “We need to give the phone for examination.” I argued with him about the meaning of life and expertise, but the rules are the rules - I gave the phone. In exchange, I received a piece of paper and a term of "up to three days." Needless to say, after three days the phone was left without an expert opinion, for reasons which did not concern me at all and went beyond the scope of this article. It should also be noted that the main warranty period for this device ended on November 4, and I turned to the seller of the first.

Action V. Insolent service technician.

The history of my communication with the seller’s service provider indicated above is worthy of separate consideration. This was a man burdened with a stamp of intelligence on his face, about 30-35 years old, most likely not married, at least I did not notice a ring on his finger. :) And this respected one, to my remark “You dragged something with the expertise”, answers me that “They say the phone was purchased from a legal entity, which means it cannot be exchanged, only repairs. After all, the Law on the Protection of Consumer Rights in the jur. persons do not spread. Moreover, the guarantee for it has expired altogether and I must say thank you that they will repair it for me at all. ” From such impudence, I almost tried ... I didn’t send him, he was not rude, but restrained himself. And he explained to him that the purchase document, in my case it is an invoice in the TORG-12 form, is the basis for automatically concluding an agreement according to the Civil Code of the Russian Federation, and I turned to the seller before the warranty expired, to which I received the answer “I don’t know anything . Walk through the forest. You will pick up the phone within 45 days at the place of repair. ” And he put in my hands a business card with the coordinates of the ASC, which, incidentally, was different from the one I was dealing with for the first time. By the way, we will discuss it further.

From such impudence and illiteracy of this character, I began to insist on a reception from the director, naturally I was completely unhappy with the secretary, where I received the answer: “There will be no reception, the director is very busy, state your requirements in writing.” And that’s all. The showdown with the secretary seemed useless to me, and I decided to write a letter.

Action VI. Letter.

I wrote this letter all day, while not getting out of legal Internet sites and directories, by the way I learned a lot of new and useful. For example, that the warranty period is extended for the period of repair of the device, and if the device is under repair for more than one month, I can ask the seller back my money. In the letter, I indicated exactly which articles of the Civil Code of the Russian Federation our relations with the seller are indicated, what terms and conditions (again in the Civil Code of the Russian Federation) must be met (including the terms of the warranty extension, etc.), and of course I mentioned the same service provider -not-a-lawyer, that he was trying to push someone's opinion, clearly not his own.

The conditions that were put forward by me this time were unequivocal: pick up your phone and give my money back. And since the retail cost of the device at the time of writing the letter dropped to 18 tr, I assumed that red tape would begin with pulling the cat by the egg for the terms of the refund, and just in case, in the postscript, I advised in a mild form not to mess with because of such a trifle, and return the entire amount to the same settlement account from which the payment was made, with the execution of all the relevant documents, because any lawyer and court will take my side (in our case, the side of my legal entity). I signed the letter, stamped it and took it with the telephone to the secretary. I was given a review period of “up to three days,” they did not accept the phone.

Three days later, I contacted the secretary and received the answer that “Until your case is pending, call tomorrow.” And “tomorrow” and “the day after tomorrow” the case was also not considered. And now, “after the day after tomorrow,” I began to directly threaten the secretary, and in his person and the whole store, with the court, and again explain that the case would not be decided in their favor 100%, and they would not incur costs for the process, costs are not comparable with lost profits from the return of the phone. After that, I was promised to deal with the situation immediately (read “tomorrow”, and I left. The next day I was waiting for the call, without waiting, I called myself. I was offered to bring the phone to the store. There he was examined by some specialist, checked a complete set and a condition (did not even include), confirmed that everything is OK, and told to wait for transfer.

Action VII. The end of the first war, the beginning of the second.

8 days after the secretary put the “inbox” on my copy of the letter, hl contacted me. seller’s boo and refund details. After 3 days, the money rested on the account. my jur faces, and the process of choosing the next device has begun. Thus, the total period [of the hundred-year war], which was required for a full refund + the period for repairing the telephone was more than 70 days! That is, for more than 70 days the phone was either not in my hands or it did not work as expected. The extravaganza with the ownership of Nokia N95 ended 14 months after its purchase with complete disappointment in the device.

As I said, I started a search for a replacement for the Nokia N95. Because I am already a longtime follower of the Nokia brand; my choice fell on the Nokia N85, again, freshly released. The price for March 2009 was approximately 18,000 rubles. (I don’t remember right now, but that’s not the point). The seller has been selected Ozon.ru. The phone was paid, again from the legal. person, and sent to me by courier delivery "home". The phone was given to a girl, but at that time I used (and still use) the Nokia 6290. (I can also write an article about his problems).

And the heat rushed to the bathhouse. After 2 months, the functional keypad began to move away from the phone and one fine night in the club, in the dark, it was lost, because fell off completely. Here you have it, I thought, quality, EPT. Well, the situation with the guarantee was clear to me, no one would do it under the guarantee, because I didn’t have a lost panel, which means it’s the user's fault, which means that I will refuse the guarantee on this occasion.

The phone was delivered to the Nokia ACS, the same, as it turned out, who did the Nokia N95 expertise at the time. There, my opinion that the case was not guaranteed was confirmed, the phone was taken away, the diagnosis period was set (that’s scary! Diagnostics of the fact that the panel from the phone fell off) "up to five days". After 2 days, they called back (yourself!), Indicated the price of the issue at 1800 rubles. Not weak for a piece of plastic weighing 3 grams. + 5 minutes of service, I thought, but what to do. After 3 (!!!) days the phone was ready! Stunned, I thought, wow, this is a service, this is Nokia! And having paid the amount indicated on the receipt, I handed the phone into the hands of a legitimate hostess. :)

Action VIII. Under warranty - one thing, for money another.

Of course, the new socket lasted no more than a month, successfully peeled off and cracked so that it was impossible to use the phone. I did not stick it on my own, because this could lead to unpleasant consequences for me in the form of a failure to guarantee.

I immediately carried the phone back to the ASC, the same one in which the repair was made, and which was the ASC just Nokia. And oh, horror! After an honest presentation of the situation, the girl at the reception ... REFUSED ME IN WARRANTY! Like, there was a paid repair, the phone was removed from the warranty! I started talking about the implementation of paid work (I’ll notice that it’s not cheap!) In the Nokia ACS, and not somewhere in Goga’s market, in the end, poor-quality performance of these paid works! To which he received the answer, “And what if it falls off each time, will we do it for free, or what?” To say that I was angry at this service, at Nokia Corporation and at this “smart” blonde is nothing to say. Now I demanded the authorities. She started calling the “other office”, where this boss was based, they didn’t take the phone for more than 15 minutes, my patience came to an end,

It was the same, small in size, typical SC with a resp. The girl punched my phone through a certain “IMEI Nokia database”, and it turned out that the phone wasn’t removed from the guarantee, I advised them to dismiss my previous interlocutor, for which I received approving views of the current one. :) The

phone was handed over, the terms familiar to me “up to 5 days of diagnosis, up to 45 days of repair” were announced, I spoke a little in line with “Yes, you are already tired of ... bali !” What are 45 days ?! Why it’s 5 days for money, but under the guarantee 45?! ”, But what to do ... I

gave the phone, received the pieces of paper.

Action IX. Nokia Service in Surgut - G ... BUT!

Otherwise, I simply cannot call what happened next. A week later, I called the ACS, they told me that "ordered app. part, delivery time up to 2 weeks. " The term of 2 weeks seemed adequate to me, because I often bring goods by train, and there the delivery time from Moscow is just 2 weeks. I called two weeks later, and I heard, "It turns out you have another app. part must be changed, wait another 2 weeks. "

I was no longer shocked by this state of affairs, but simply began to severely scold ACS and Nokia, citing the terms of paid repair and the arguments “What the hell is the second spare part ?! There, the socket only fell off! ” After such assaults and insults towards her place of work, the girl was clearly offended by me, but business is business, insults are useless. I hung up with the phrase "Two weeks, no more !!!". After 48 (!!!) days (this is when 45 on receipt is the maximum!) I again called the ACS. And after the phrase “Zap. part has not yet arrived, wait 2 weeks, "I could not stand it anymore and began to raise my voice, demanding the authorities of this office.

They connected with me a certain “assistant on all issues of the tsar-father of the director of the ASC”, from whom I finally heard an apology, and an offer to pick up my phone and roll offand return it to the seller. I explained to her that the phone was bought in Moscow, by bank transfer and not everything is so simple, so let's do it, and then I'll figure it out myself.

She convinced me that app. part will pass on Monday, on Wednesday it will be "unpacked" and on Friday it will probably be installed, because "a lot of work". I said that they already ooh ... ate insolent and demanded to make my device in the first place, because All conceivable and not conceivable terms were foiled. Well, the details of how I received verbal approval of my requirements I will omit. The fact is that I was promised that “in 2 weeks and two days everything will be done in the best shape” and her personal mobile phone was left for operational, so to speak, communication.

So another 16 days pass by, I’m calling on my mobile - naturally, no one is answering.
I’m calling the ACS. The girl at the reception tells me fairy tales that they have a lot of work, blah blah blah and the phone is still not ready for me, and FIG knows when they will do it, probably in the next. week. In a confident, loud voice, I begin to demand privileges for my case, I talk about the deadlines, etc., for which I receive a tax “Why would this ?! In queue!!!". I hang up the phone with the words "You don’t care to do it for me within a day, or I won’t be there," I call back to my cell phone that I left earlier, and lo and behold, I call. First of all, I recommend that you teach an employee at the reception to talk, and before making loud statements, deal with the situation. I ask the question "When will it be ready." I get the answer "Tomorrow, I give a tooth ."

I'm calling on the next. day in the morning. The phone is ready. I’m coming, taking it. The socket is in place, the phone has new firmware (I have complaints about it, because the phone began to work clearly more slowly, but this is beyond the scope of this article). That secret app. the part that was suddenly needed to replace the plastic panel turned out to be a new LED-screen (!!!). Well this is necessary, I thought, signed and left.

Epilogue. Will we write it together?

A week later, the panel began to show insignificant signs that it was ready to peel off again, but not so serious that it was brought back to the ACS. Now I want to find out from you, who have read to the end of this performance, habra-people, how legitimate is the return to the ozone of this phone with a demand for money back or another phone? After all, 2 weeks from the date of purchase clearly passed, and at the moment it is in working condition, without any drawbacks visible for any kind of examination. Of course, I would like to return the money, although another phone for the same amount will quite suit me.

I have not called up with ozone yet, I decided to write here to start. Who thinks about this?

PS: Names of legal persons of the seller of the first phone (the store is living out its last days), and both of the Nokia ACSs (the second is still functioning, but I'm not sure about the first), I did not indicate. Who is interested (and if Nokia representatives are here, then it should be very interesting for them) I will provide by e-mail.

UPD: Thanks for the karma. Moved to "Consumer Protection."
UPD: At the request of commenters, I created a survey in which you can evaluate the quality of Nokia service in your city / region. The most interesting thing is whether pathology is or is it an exception. Vote here .