With sheer disappointment & dissatisfaction, it is stated that I am facing intolerable & unbearable agony regarding my Blackberry Smartphone.
To detail the entire case, I purchased a new Blackberry Curve 8520 on 26th May, ’11 from S.M. Communications, Ganpati Plaza, Jaipur (copy of Purchase bill attached). But much to my astonishment & dismay, I found that only a month later, a display problem occurred in the handset which started displaying two unpleasant parallel lines on the screen. (pics attached). Just to update you, the mentioned problem occurred despite taking utmost care of the product. Well, to seek solution, I went to the Blackberry Service Center located at F-46-B, Ramesh Marg, C-Scheme, Jaipur on 2nd August, ’11 where I was asked to deposit my mobile for at least 10 days, where it would be sent to the Chennai Service Center since the local unit was not equipped to repair it locally. Though, I was not convinced since I was not given a rational explanation of my problem; I deposited my mobile. Additionally, when I asked them for a stand-by phone, my request was turned down on the grounds of unavailability of a stand-by phone. Nevertheless, pretty agitated by the entire experience, I was left with no option but to wait for my problem to get resolved.
10 days later, on 12th August, ’11 I received a call from the Blackberry Service Center to collect my mobile as it was repaired. I went to the service center & collected my mobile. I found that that the entire LCD screen had been changed & my screen guard was removed. On asking about the reason of the problem, I was not entertained with any reason/answer by the service staff. Well, as anyone would do, I checked the screen & returned happily with my mobile after finding the screen in OK condition; but I never imagined that this could be the beginning of another problem which would be even more painful.
When I made my 1st call in the evening on the same day, I found a totally unknown & highly disturbing problem where my voice was not being heard by the receiver. Later I realized that there was yet another problem with the outflow of voice. I was able to hear receiver’s voice but my voice was not passing through. This further heightened my agony & frustration since this was something which was highly unexpected & out of the blue. To add more, with 3-days holidays on the occasion of Raksha bandhan, Sunday & Independence Day I could not reach the Service center to resolve my query. Little did I know that I will be made a lot more to go through.
On 16th August, ’11 when I contacted the Blackberry Service Center ONCE AGAIN regarding the matter, I was again told (without reason) by the service staff to deposit my mobile, only to wait for another 10-long-painful days. ONCE AGAIN, my request for a stand-by phone was denied on the grounds of unavailability of a stand-by phone. Although, it was extremely insufferable, I maintained my cool to receive an apt redressal for my issue, thinking that this would finally end my woes. But unfortunately, I was the chosen one.
On 27th August, ’11, when I was confirmed by the Blackberry service center staff that my problem has FINALLY been resolved, I went to collect my New Blackberry mobile, but……..
But I found that my problem was not resolved, but the mobile’s screen was changed instead. I continued to face the same voice problem with my mobile.
Dear Sir/Mam,
Having read this, I would like to ask a genuine question to you. “How would you react had you been me in the given circumstances? ”
Completely broken by the entire experience, I enquired the service center staff about this but as expected they were clueless & then…… something else happened. I was ONCE AGAIN asked to deposit my mobile for another 3 days. Why? They had no rational behind this ONCE AGAIN which is why I refused to deposit my mobile ONCE AGAIN. After this vicious circle (which has NOT finished yet), I am left with my defective Blackberry mobile (which is not new anymore) & an agonizing tale which seems to be eternal.
Moreover, the entire incident has raised a mountain of questions in my mind for which I would like to seek answers from Blackberry:-
1. What quality standards are maintained by Blackberry where a defective handset is given to the aggrieved customer claiming to be repaired & checked?
2. What service standards are maintained by Blackberry where the staff is not competent to respond to ANY query of the customers?
3. Why should I suffer in the entire incident (series of incidents) for no fault of mine?
4. Who will compensate for the official, financial, social, personal & psychological loss thus incurred?
5. Does Blackberry really care for customer satisfaction?
While it might be a usual grievance mail for Blackberry, it has really created a catastrophe in my life. It was NOT a gifted or discounted handset. It took Rs. 9, 400/- of my hard-earned money to purchase that piece-of black color gadget (plus Rs. 400/- for setting the screen guard twice). My official life has been in tatters ever since I encountered the problem 1st time. Not only this, it also brutally crushed my aspirations & expectations for the brand BLACKBERRY which I admired like anything. Post this incident, I have been forced to regret my decision to purchase BLACKBERRY & wonder if the most admirable mobile company of the world delivers such Customer Satisfaction to its customers. While manufacturing defective handsets may not be a sin for a company but abusing the admiration of a loyalist, surely is.
Having described all & sundry, I look upon for a fair & square redressal & request Blackberry to please either change my mobile with a new Blackberry Curve 8520 handset or refund my money (i.e. Rs. 9, 400/-). This would be the least that Blackberry could do to me since I am not left with any patience to go through another journey. Also, its my sincere plea to Blackberry, not to advise me to go to the Blackberry Service Center once again for the same issue.
Nonetheless, I sincerely believe that my above mentioned experience will make Blackberry understand my vulnerable situation & will provide me with an apt redressal for the same.
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