R

ecently I had a very bad experience with Nokia. On Feb. 29, I bought a new Nokia C5 phone for Rp 1.56 million (US$164). I liked it very much for the size, the attractive look, weight etc. It was quite good — but only for a few months!

In mid June — it stopped working. Suddenly the phone went off, and could not be turned on. I took it to the shop where I bought it. They directed me to Nokia and I got the reply: “The phone got wet, that is why it is not operating, we will have to check fully.  However, even though you are still within the guarantee period, this is not covered as the phone got wet. The service charge will be around Rp 150,000 not including spare parts.”

What can we do? We are helpless in the face of these giant conglomerates, making their own rules. I tried different phone shops hoping somebody might quick-fix it, but that did not work. Finally I went to Nokia’s Sales & Care Center in Mampang, and left the phone with them to repair.

Then after three days, on July 23, came the sms as follows “We can’t service your C5 phone; we will have to change the machine which will cost you Rp 1.35 million. If you don’t want this, you can take your phone back by paying an administration charge of Rp 25,000.”

I collected the phone immediately, refusing to pay the Rp 25,000. I said to them that, since the machine was out of order, in fairness, Nokia should have given me a new cell phone with all my phone-data from the earlier phone copied into that.

I have had problems with other Nokia phones before, but not this kind of irreparable problem.

A cell phone is quite small, it is quite normal if it slips from the hand and falls a few times while in use. Or gets wet a few times. Nobody will throw the phone to break it or soak it in water to check its longevity, if such a small incident as getting slightly wet renders your cell phone inactive and as good as dead what guarantee do we have?

I then tried to get it fixed at Roxy Mas, Glodok, Mangga Dua etc — no use. Now, I have decided to try going public about this incident, wanting to see how Nokia responds.

Ranga Nathan
Jakarta