Purchased a Sony Erricson mobile (F305) from Croma the brand name for Infinity Retail Ltd. From their Malad West Mumbai outlet on 04/05 for Rs. 7699/- and with it also the extended warranty for Rs. 250/-. Sale invoice No. 102-269913. This was paid by credit card.
In December the phone was not charging and hence took it to the Croma outlet at Malad West. I was called in the middle of January to collect the phone. However on checking, the phone still wouldn’t charge. I was told by the customer service rep Mr. Imran Patel to purchase a new battery as no fault was found with the phone and the battery is faulty. I purchased a new battery but the phone still wouldn’t switch on.
I took the phone back to Croma on 24/01 for repairs. This time they kept the battery also with the phone to be sent to the service centre. The receipt give to me bears Repair gate pass no. SO298 complaint no. 61406363 (previous complaint no.) and 61503100, Item code CM3134, imei no. 352162030520052.
I did not hear from them for almost 3 months. When I went to the Croma outlet on 3rd, 4th and 5th May. The customer service rep Mr. Imran was not available, I was told is on sick leave. Thereafter I visited the store on 16th May and was told by Mr Imran that the phone has been delivered to my house on 8th March which is not true. He showed me a register that it has been cleared at their end, however there is no record who was the person who has delivered the phone, or any acknowledgement of the h/set been delivered. The repair receipt was still with me. Some other reps came into the customer service cabin and started questioning me as though I am a thief; however they were unable to answer my questions. They even made a statement that since I was not at home the phone was delivered without any acknowledgement. I asked for an investigation on who collected the h/set from the service centre and who did the delivery. There was a person whom they claim delivers the h/sets to the service centre and gets it back from there and even he was unable to answer who he has delivered the h/set to.
The next day 17th May I visited the customer service desk at Croma Malad and was told that they were unable to get any records of the delivery of the h/set and that they can do nothing about it. As I had an engagement I left thereafter.
On 18th May I again visited Croma Malad. This time I spoke with Kiran Dasgupta who is usually on the sales floor. He requested for 48 hours to have the matter investigated and would call me back; however I did not receive a call back.
I visited Croma Malad on 26th May, this time to be told by Mr. Kiran that there are no records to investigate and that nothing can be done. Mr. Kiran even claims to have escalated the matter to the store manager Mr. Shivmangal Barai and that even he has put his hands up as there is no policy to replace h/set lost in transit. I was given the impression that my phone is lost forever and that Croma is not responsible for the same. I asked for a replacement phone to which I was told that the model is no longer available. I asked for another model of equal value which was denied.
I am rather surprised that such a big organization like Croma does not have records for the movements of their goods and who handles them. I cannot believe that the phone was handed over to someone without any acknowledgement. This phone has been stolen or lost in transit. This is a very convenient way to steal phones and get away scot free.
I still have the repair receipt and on exchange I have to get my phone back. If the h/set is stolen or lost please replace with another one of equal value.
On 29th May the store manager of Croma contacted me and offered me Rs. 1000/- for a mobile I purchased for rs. 7700/-, I refused, however I was willing to discuss the matter and so I was called the next day to Croma Malad. I was there on monday however the store manager was absent.
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