Hello world,
Microsoft India says it will take one month or more to replace my faulty under warranty 1520.
Story starts.
A month back my 1520 started getting hang randomly and even after soft, hard reset and reinstall of software did not resolved my problem and in fact frequency started increasing.
I have submitted it to Local Microsoft Care Center India, they checked it for a day and sent it to their Chennai repair center. After 2 weeks Microsoft Care said it can not be repaired and will be replaced but they don't have 1520 in stock and offered Lumia 1020 to which I said no and asked for 1520 only. On this they said it may take a month or more than that to check if they have 1520 anywhere else.
Since I do not have standby phone, today morning I have called Microsoft Mobile care and explained them the whole situation and asked them to expedite the process, the executive on phone said back end team will call me in 4 hours but nobody called me. After 4 hours again I called Microsoft Mobile care and had to explain the whole situation again. He said somebody will call me in 2 hours. After 1 hour their working time was closing so I have asked him to transfer the call to somebody senior or backend team. Some senior guy spoke and tried normal call center apologies sentences and promised somebody will call me in 1 hour. As before nobody called and before their call center timings are over I had to call again and explain the whole situation again 3rd time to new guy. This guy was not at all ready to listen and was saying somebody will call you for sure tomorrow and giving me his assurance. I clearly told him that this time I will not disconnect the call and I wish to escalate this to somebody who can really handle this. after speaking with him for almost 20-30 minutes he transferred the call to guy and I had to explain the story again to him. He also started trying to tell me how 1020 is better phone to use. I firmly told him I need 1520 as a replacement and I cant wait for a month or more than that. He said we don't have 1520 in stock sir we will resolve your issue don't worry and the same stuff which other guys told me. I again firmly told him I can not wait for a month as I don't have standby phone with me and he should keep me updated and not like backend team who did not bother to call me in promised time frame.
Microsoft Care Center is helpless in this case as the device is not with them and they cant provide replacement to me.
Sorry for the long story. But this situation raises few questions in my mind.
1. 1520 is just 2 or 2.5 year old phone, Can't Microsoft keep spares for this phone for replacement in their inventory?
2. Microsoft does not have a single piece of 1520 to provide in similar case?
3. Even though they don't have solution at this moment in their hands, cant their team related to my problem call me and explain the situation as per their promise?
4. I have heard today that all most of the Nokia executives/ managers related to this process are no more working with Microsoft, how Microsoft is going to handle such process and cases in the future?
Today's episode and their case handling ways have raised a doubt in my mind about future support of Microsoft Phones.
I will wait for call from Escalation guy now. ( I need to have standby phone for that first)
Microsoft India says it will take one month or more to replace my faulty under warranty 1520.
Story starts.
A month back my 1520 started getting hang randomly and even after soft, hard reset and reinstall of software did not resolved my problem and in fact frequency started increasing.
I have submitted it to Local Microsoft Care Center India, they checked it for a day and sent it to their Chennai repair center. After 2 weeks Microsoft Care said it can not be repaired and will be replaced but they don't have 1520 in stock and offered Lumia 1020 to which I said no and asked for 1520 only. On this they said it may take a month or more than that to check if they have 1520 anywhere else.
Since I do not have standby phone, today morning I have called Microsoft Mobile care and explained them the whole situation and asked them to expedite the process, the executive on phone said back end team will call me in 4 hours but nobody called me. After 4 hours again I called Microsoft Mobile care and had to explain the whole situation again. He said somebody will call me in 2 hours. After 1 hour their working time was closing so I have asked him to transfer the call to somebody senior or backend team. Some senior guy spoke and tried normal call center apologies sentences and promised somebody will call me in 1 hour. As before nobody called and before their call center timings are over I had to call again and explain the whole situation again 3rd time to new guy. This guy was not at all ready to listen and was saying somebody will call you for sure tomorrow and giving me his assurance. I clearly told him that this time I will not disconnect the call and I wish to escalate this to somebody who can really handle this. after speaking with him for almost 20-30 minutes he transferred the call to guy and I had to explain the story again to him. He also started trying to tell me how 1020 is better phone to use. I firmly told him I need 1520 as a replacement and I cant wait for a month or more than that. He said we don't have 1520 in stock sir we will resolve your issue don't worry and the same stuff which other guys told me. I again firmly told him I can not wait for a month as I don't have standby phone with me and he should keep me updated and not like backend team who did not bother to call me in promised time frame.
Microsoft Care Center is helpless in this case as the device is not with them and they cant provide replacement to me.
Sorry for the long story. But this situation raises few questions in my mind.
1. 1520 is just 2 or 2.5 year old phone, Can't Microsoft keep spares for this phone for replacement in their inventory?
2. Microsoft does not have a single piece of 1520 to provide in similar case?
3. Even though they don't have solution at this moment in their hands, cant their team related to my problem call me and explain the situation as per their promise?
4. I have heard today that all most of the Nokia executives/ managers related to this process are no more working with Microsoft, how Microsoft is going to handle such process and cases in the future?
Today's episode and their case handling ways have raised a doubt in my mind about future support of Microsoft Phones.
I will wait for call from Escalation guy now. ( I need to have standby phone for that first)
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