This document summarizes Nokia's battery replacement crisis in India in 2007. It describes how Nokia issued an advisory about replacing defective batteries but the media sensationalized the story by saying the batteries could explode. This caused mass panic among customers who flooded customer service centers demanding replacements. Nokia was unprepared to handle the situation locally and it took time to establish a crisis team and response plan. The document outlines steps Nokia could have taken to better address customer concerns and manage the crisis.