I purchased a Nokia PureBook S14 Core i5

9 months ago

Hi Team,

I purchased a Nokia PureBook S14 Core i5 in September 2022 with order number: OD225983868636632000 from Flipkart.

Here is the series of events that happened with the product:

In January 2022, I started facing microphone and camera problems. It was unbearable during the meetings so I raised a complaint in Feb 2022 and a tech visit was scheduled. The technician came and opened the laptop body to check if there were any hardware issues or something wrong with the motherboard but everything was fine so he packed the laptop again and updated the new OS (Windows 10) and everything started working fine.


Since the last couple of months whenever we open or close the laptop, the cover of the lower part of the laptop is being affected. This started happening in April 2023. We thought it was because of some screw which the technician might have missed placing when he came in Feb 2023 to fix the mic and camera issue. We continued using it because it was working and I was able to do my office work on it but day by day this issue was increasing so we thought it is in warranty and will get it fixed so I raised a service request with you guys on 19-06-2023 for this issue. On 21-06-2023, we went to the service centre (The location was shared by the service engineer). Upon reviewing the product, the technician mentioned that all screws are in place and the issue seems to be from inside.
I asked him if opening my laptop is safe because its working and I have my office work to do on it. It is just the screws/lower part of the laptop body that is giving us the problem. The technician mentioned that if screws are the problem, he will fix it because this service call is to fix this issue.

He opened the laptop and found that the product was damaged from the inside. The keyboard panel is defective, the hinge is loose, screw locks are is bad condition which he can't fix without his supervisor's approval as he needs to replace those parts.

Later we got to know that he can't replace those parts as this is a case of CID (CUSTOMER IN USE DAMAGE) and I need to talk to the brand. We came from there stating that we will talk to the brand in this case as this damage is not from our end and everything was in good shape before opening the laptop but now it's in 2 pieces as technician can't pack it in the same way as it was before and I can't use this laptop anymore in this condition.

Now I'm following with Nokia brand since last 1.5 months but still the problem is not fixed. I'm still waiting for someone to fix this.