Inconsumercomplaints.com » Electronics and household app. » Review / complaint: Micromax - 4 TIMES SAME PROBLEM IN Q55 (BLING) HANDSET | News #406067

Micromax
4 TIMES SAME PROBLEM IN Q55 (BLING) HANDSET

DEAR SIR,

IF YOU CAN DO SOMETHING PLEASE CANCEL THE LICENCE OF MICROMAX MOBILES. THEIR AFTER SALES SERVICE IS PATHETIC AND THEY ONLY KNOW TO MINT MONEY FROM CUSTOMERS. MY HANDSET Q55 (BLING HAS GOT A PROBLEM SINCE PURCHASE THAT ITS BACKLIGHT REMAINS ON WHEN THE PHONE IS NOT IN USE WHICH LEAD TO THE BATTERY DRAIN. THE COMPANY HAS MADE ME FOOL 3 TIMES BY TELLING ME THAT THE PROBLEM WILL NOT COME NOW BUT THE PROBLEM HAS COME AGAIN. FOR YOUR REFERNECE I HAVE SENT THEM 22 EMAILS BUT NOBODY LISTEN THERE. APPENDED ARE THE EMAILS:

Dear Team MMX and respected seniors (if you are reading) DATED 1.6.2011

I don't know what to write now as i am fed up of writing so many times and people are not even looking at their inbox. This is me who has to bend always keeping a ray of hope in my mind that nothing wrong will happen now but everytime the brand in itself MICROMAX has ditched me. My previous communication is enough to make you understand that my handset has been 3 times to your repair centre (i don't know how you approved it) and this time i collected my handset after 2 hand half months after writing you so amny mails. After Mr. Ajay you local service representative in chandigarh assured me that he himself has checked my handset and kept it under observation for two days i collected my handset with a condition that if now the problem persist then i would get the complete refund of my amount and compensation for the harasment i have gone through in last 10 months. On the 2nd day of collecting the handset it again started giving the same problem i.e. back light continuously on. After noticing the same i called mr. Ajay on his mobile but he could not gather guts to speak with me. Again i had to take care of your customer care and they made me speak to Mr. Sachin Malhotra who is doing his assigned job well (but not letting me speak to Zonal head). Mr. Malhotra assured me that i would get a revert call from Mr. Ajay same evening by 6pm but like always i did not get the revert call same day. i got the call next day and Mr. Ajay started telling me the warranty policy again which is of no use to me now. then i spoke to Mr. Ravinder may next up to Mr. Ajay, he already knew my case but sitting at such high post he could not provide me any solution...

Can anybody explain me why the customer should suffer for the mistake committed by company that two continuous in 10 months for 4 times? Does your warranty policy carry any clause called "GOODWILL CLAUSE - WHERE COMPANY PRODUCE SHOULD BE RECALLED AND CUSTOMER SHOULD THANKFULLY BE GIVEN HIS MONEY REFUND ALONG WITH COMPENSATION FOR HARASSING HIM ALL LONG TILL THE WARRANTY PERIOD? "

Mr. Ravinder told me that he would get my handset replaced but when i asked for assurance that can he give me in writing that this time problem will not resurface then his hands were raised. Just treat yourself in my place and see what you all are doing with me i.e. your customer. Mr. Ravinder also told me that it's only my handset which has got this problem but it was his badluck that when i was getting the job sheet made for my handset another customer of same model i.e. Q55 has same problem.for your reference the details of this customer are:

Mr. Gurpal Singh

M 9814216131

IMEI No 910044902263554

So Mr. Ravinder one thing is clear that this product definitely had intrinsic issue with quality which is beyond repair and you have cheated so amny innocent customers by providing them this cheap quality handset. Now comes the question - What are you and your team going to do this time to save you from cutting sorry faces?

In very simple words i want to submit that i want my cash back along with suitable compensation for my precious time, fuel cost for coming to your service centre, mobile calls and my internet bill also.

Another thing i would like to highlight here is that you have made all possible safegaurds to keep customers away from regsitering their complaints. this time when after depositing my handset at the service centre on 24.7.11 vide Job sheet No 2058474 i wanted to register a complaint at your call centre they told me that the complaint can only be registered only after 7 days of submission of handset at the service centre. These are definitely the signs of incompetent people, incompetent companies and people who do not have confidence on the quality of their product.

Please do not provoke me to take legal action against all of you with names separately and resolve my issue by returning my cash with compensation

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From: vikas

To: Sachin Malhotra ; [email protected]

Cc: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]

Sent: Fri, 13 May 9:34:31 PM

Subject: Mail No 21 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear

If you care a little for your customers please see my 20 mails in sequence and atleast speak to me

Regards

Vikas Saini

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From: vikas

To: Sachin Malhotra ; [email protected]

Cc: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]

Sent: Tue, 3 May 2:18:03 PM

Subject: Mail No 20 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear All,

I have not received any reply from your side. My handset is lying with your service centre for last two months and i have yet to receive your final decision on same.

Regards

Vikas Saini

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From: vikas

To: Sachin Malhotra ; [email protected]

Cc: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]

Sent: Sun, 24 April 5:42:42 PM

Subject: Mail No19 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear All

Just to remind you that my handset is still lying with your service centre and there is no resolution of complaint from your end.

Waiting for your reply

Regards

Vikas Saini

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From: vikas

To: Sachin Malhotra ; [email protected]

Cc: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]

Sent: Fri, 22 April 12:13:56 AM

Subject: Mail No18 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear All

Waiting to hear from you.

Regards

Vikas Saini

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From: vikas

To: Sachin Malhotra ; [email protected]

Cc: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]

Sent: Thu, 14 April 9:48:13 PM

Subject: Mail No17 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear MMX Team/BOD

It has been 45 days now and there is no solution provided from your end. Just put yourself in my place and see the scene from my end. You don't know what you are doing with your customer. In today's competitive world who is going to be loyal to one company and mistakes are accepted once or twice not 3 times. Instead of giving solution you are hiding your technical capabilities and not fulfilling my demands. My demands are not unrealistic but just the result of things you have done to me. I am still waiting for a amicable solution from your side. For almost two months my handset is lying at your service centre and nobody is bothered to satisfy a genuine customer. I have agreed for repairs in past but how can i or some other wise person will accept your soltion which did not last 3 months earlier.

Kindly tell me your final decision on the same.

Regards

Vikas Saini

M 9888060309

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From: vikas

To: Sachin Malhotra ; [email protected]

Cc: [email protected]; [email protected]; [email protected]

Sent: Thu, 24 March 9:25:26 PM

Subject: Mail No16 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear MMX Team

You will have to take out the amicable solution for the defective handset that has been provided to me. You can not assume as a normal cakewalk and resolve the matter by putting plain replies just to put yourself legally correct. I need a permanent solution and that has not necessarily to be of your choice

Regards

Vikas Saini

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From: vikas

To: Sachin Malhotra ; [email protected]

Cc: [email protected]; [email protected]; [email protected]

Sent: Wed, 23 March 10:12:00 AM

Subject: Mail No15 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear Mr. Sachin,

The handset has been repaired without my consent. What is the guarantee that the problem will not come 4th time in the same handset? Why are you guys so inconfident that you can not support your words? If you, your regional service coordinator can repeatedly says many times that the problem will not come 4th time then what is the problem in giving in writing the same thing? Everybody including you know that this handset has got some instinsic problem and you will keep it repairing as many times the set will come to you and you will accept the problem even a minute after the warranty of this set is lapsed. This is pure cheating and nothing else.

I repeat that do not send me standard replies rather try to reply to my querry and let me use the handset for which i have paid the hard earned money.

Regards

Vikas Saini

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From: Sachin Malhotra

To: vikas ; [email protected]

Cc: [email protected]; [email protected]; [email protected]

Sent: Wed, 23 March 9:49:00 AM

Subject: RE: Mail No14 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear Customer

As per our discussion over the con-call we had already informed you that your handset is ready kindly collect your handset from the service center

Thanks & Regards,

Sachin Malhotra

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From: vikas [mailto: [email protected]]

Sent: Tuesday, March 22 11:32 PM

To: [email protected]; [email protected]

Cc: [email protected]; [email protected]; [email protected]

Subject: Mail No14 : Complaint MMX0903114048 Unresolved: Backlight Continuously on problem repeated 3rd time in same handset

Dear Team MMX,

What about my complaint resolution?

Did i buy this handset for keeping it in your custody?

Please revert

Regards

Vikas Saini

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From: vikas

To: [email protected]; [email protected]

Cc: [email protected]; [email protected]; [email protected]

Sent: Wed, 16 March 10:20:02 PM

Subject: Re: Mail No12 : Final Reminder: Backlight Continuously on problem repeated 3rd time in same handset

Dear Team Micromax,

Can you please tell me my fault in buying your company mobile? Is there nobody who has been appointed as authorized person to respond to customer concern? did i buy this mobile to increase the ambience of service centre or to use? This is really not done that no company representative is taking call to resolve my concern and act to his/her responsibility.

Waiting to hear from you

Regards

Vikas Saini

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From: vikas

To: [email protected]; [email protected]

Cc: [email protected]; [email protected]; [email protected]

Sent: Mon, 14 March 4:21:19 PM

Subject: Mail No12 : Final Reminder: Backlight Continuously on problem repeated 3rd time in same handset

Dear Mr. Sachin,

Thanks for your call on saturday 12.3.11 evening. We had a con call with Mr. Shapshi (Ajay), the regional coordinator and following points were discussed:

1. As per you my handset is repaired and new panel has been put in it but i ask where is the transparency? who told me till date that you have decided to replcae the panel? where is my approval for same?

2. Secondly what about my demand i.e. the compensation (details in trailing mail)

3. Thirdly you again promised that RSM Mr. Anoop will speak to me but it's 48 hrs now and i have not received any call from him.

Again this is suprising that you have decided to repair the handset and when i ask about the assurance that the same problem will never ever occur you do not have more than verbal assurance. If you have decided to repair my handset then following is my revised compensation plan (Alternate Settlement plan):

Expenses incurred for same problem in previous visits-

1. Reimbursement of repair charges taken for repairing backlight problem but problem remained same i.e. Rs 506/-. Bill Attached

2. Petrol Expenses for 5 visits to service centre @ 100x4= 400/-

3. Calls to call centre regularly @ 200/-

4. Mental Harassment @ 3000/-

5. Written Letter of Guarantee with RSM signature that the same problem will never occur in the handset even after warranty period and if it come the whole amount spent on buying handset will be reimbursement.

Total Compensation demanded 4106/- Letter as per S.No 5

Further i can not collect the handset from service centre unless i am sent a satisfactory written reply from your end.

Regards

Vikas Saini

M 9888060309

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From: Sachin Malhotra

To: vikas

Sent: Sat, 12 March 5:36:11 PM

Subject: RE: Final Reminder: Backlight Continuously on problem repeated 3rd time in same handset

Dear Customer

As per our con-call with our service team member (Ajay/shapsy) your handset is ready for delivery

Kindly collect you handset on Monday or Tuesday as per your convenient

Regards,

Sachin Malhotra

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From: vikas [mailto: [email protected]]

Sent: Friday, March 11 9:07 PM

To: Micromax; [email protected]

Cc: [email protected]; [email protected]; [email protected]; [email protected]

Subject: Re: Final Reminder: Backlight Continuously on problem repeated 3rd time in same handset

Dear Team MMX/RSM/TL (Mr. Sachin)

With deep regret i am sorry to say that there is no reson that a compant like you operate in these times and give pain to your customers. Your people are not even sensitive enough to send an acknowledgement or apology mailer. It's always me who is suffering and you all guys are sleeping. i have submitted the handset with your X-Zone service centre on 28.2.11 and waiting to hear from Mr. Shapshi/Mr. Anoop. I don't know what kind of responsibilities the CEO have given them that they can not come out of that and speak to me for once. Is this chinese brand here to give pain to its customers and mint money only. How the govt of India has approved your brand who has got worst customer care and service deptt. It's 12th day passed and i am waiting for so precious call of Mr. RSM.

I am happy to see that at last after my soman follow ups one complaint number has been generated for my complaint but of what use is that when there is no tack time to resolve the complaint.

I deeply request Mr. Aggarwal to see what is goning on ground and i also wan that he should carry out few mistry visit to the service centres of his choice and i believe that the reality would be no different than what's happening to me.

I again request for the reimbursement of Rs 9586/- since the company neither has any replyy to my querry nor the concerned officers have the guts to speak to a highly dis-satisfied customers.

Waiting for your reply

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From: vikas

To: Micromax ; [email protected]

Cc: [email protected]; [email protected]; [email protected]; [email protected]

Sent: Thu, 3 March 5:28:20 PM

Subject: Re: Final Reminder: Backlight Continuously on problem repeated 3rd time in same handset

Dear Mr. Sachin,

On your request i am again sending the mail to you. My first request to you is to give me a complaint number which nobody is giving from your call centre and second one is to resolve the issue as per my previous mail.

Regards

Vikas Saini

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From: vikas

To: Micromax

Cc: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]

Sent: Mon, 28 February 9:43:39 PM

Subject: Final Reminder: Backlight Continuously on problem repeated 3rd time in same handset

Dear Team MMX,

As per our last conversation on Saturday 26.2.11 I was told that I will get a call from your RSM by same day 3 pm but it was a fake promise which was not kept. Today as per my discussion with TL Mr. Sachin I have handed over my defective handset with the X Zone service centre at 12 noon today vide job sheet No.1704774 . I also had a word with Mr. Ajay (Shabshi) who is a coordinator for Chandigarh and he said he will get the complete electronic board replaced but I am not ok with that because the same was replaced after just one month of purchase and then it was repaired last week only. Now repair (at my cost) and replacement both have happened but to no avail as the problem is still same. Mr. Shabshi’s offer is not acceptable to me because who will be responsible for the repair of this set once it goes out of warranty and I am damn sure that this problem is going to resurface as it coming repeatedly and it’s beyond repair also now.

Crux of my experience with Micromax is:

Call Centre – Total waste of time. These people are programmed and do not know how to speak customized to each customer. They kept on iterating the thing like my handset back mirror is damaged so the backlight problem has come. No common sense just reading the policy to me without knowing the ground reality.

Service Centre – Initially pathetic but now I feel their hands are tied to take decisions by the parent company. Since they are also 3rd party they behave similar to your customer centre and customer is treated like football

Parent Company: Very Poor. No reply to my initial four mails. People ask my ID from which I have sent mails rather than send acknowledgement proactively. Reply to my 5th mail was sent but with very plain language without addressing to my specific issue.

All said and done I want following things from the parent company now

1. Reimbursement of amount spent on purchase of handset i.e. Rs. 5480/- (bill attached)

2. Reimbursement of repair charges taken for repairing backlight problem but problem remained same i.e. Rs 506/-. Bill Attached

3. Petrol Expenses for 5 visits to service centre @ 100x4= 400/-

4. Calls to call centre regularly @ 200/-

5. Mental Harassment @ 3000/-

Total Compensation demanded 9586/-

Look forward for your quick reply

Thanks and Regards

Vikas Saini

M 9888060309

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From: vikas

To: Micromax

Cc: [email protected]; [email protected]; [email protected]; [email protected]; [email protected]

Sent: Sat, 26 February 3:30:15 PM

Subject: Reminder 6: Backlight Continuously on problem repeated 3rd time in same handset

dear Team MMX,

After sleepless night in the morning today i again spoke at your customer care at spoke with CCE Mr. Ajit and his team leader Mr. Sachin. Both of them did not give a complaint number and they assured (after my repeated requests) that their RSM Mr. Arup Garai will definitely call me and resolve the issue by 3 pm today. Again it was

I want to bring sch service to the notice of your MD Mr. Rajesh Aggarwal now. I simply do not want this handset any more and don't want any other product too in its replacement. Pl refund the whole bill amont spent by me on buying this handset and consequently on recent repair along with the suitable compensation for my mental harrasment and my repeated visits to your service centre and calls at your customer care.

Waiting for response

Vikas Saini

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From: vikas

To: Micromax

Sent: Sat, 26 February 1:56:24 AM

Subject: Backlight Continuously on problem repeated 3rd time in same handset

Dear MMX support,

I am not getting the words to describe my experience with yourcompany. I curse myself for bying your product. Your company does not have ethics and no way know the meaning of customer service. The mails sent from your side does not even carry proper spellings which shows your professionalism. Anyway why i am discussing all that with you.

Lets come to the point. I would iterate that i bought my micromax bling handset in july last year and it developed a problem of back light continously on after few days. then the handset was repaired at manimajra service centre in aug and at that time complete electronic unit was replaced (pl see the history of handset in your record to find exactly the part name/no of unit replaced). Again in nov it developed same problem with two additional things i.e. ringer not working and back mirror damage. due to my busy schedule i visited your service centre on 21.1.11 for repair of same. there was blunt reply on the mouth of people from receptionist to service centre mgr that its external damage and warranty can not be awarded for same. i had no problems with the service centre as they come across many customers on routine basis for such issues but my confidence was totally shattered when i left no stone unturned to get justice from the parent company and spoke to many cce and technical staff including Mr. Abhishek. Every cce including Mr. Abhishek (technical staff) was convinced that the back mirror damage can not lead to the problem of back light continuously on but when i demanded that i will not pay for this particular repair as the handset was earlier also repaired for same then Mr. Abhishek also had the same reply that since its a external damage the charges will have to be borne by me. Mr. Abhishek also tried to help me and discussed the matter with RSM but Mr. RSM was too busy to speak to me and further i was given the number of Chandigarh based micromax rep Mr. Shabshi (9914544333). Mr. Shabshi to no avail had crammed the same lesson of external damage. When i specifically asked Mr. Shabshi that "are you certifying that the side mirror damage had led to backlight problem he said yes". He also said that i can quote his statement in my communication and it was this statement of his after which i made the payment and came home. I forgot to mention here that due to your bulshit system of telling customer to go to service centre and give you a call from there i had to visit your service centre twice but never got any support from customer care. at first when i went to take delivery of my handset somewhere in begining of the month i kept on trying the customer care no but i was not able to speak to anyone. Then on 22.2.2011 i was in ludhiana and discussing matter with Mr. Abishek and reuested him that i will take the service centre guy on conference call. MR. Abhishek agreed to it but for a long time (one hour) i kept on trying manimajra service centre no but the phone was continously busy and then on next day 23.2.11 i had to visit the service centre and again speak to Mr. Abhishek while sitting at service centre.

I think my worries have no end because today on 26.2.2011 the same problem of back light has come again. I am so disturbed by whole whole chain that i am writing this mail to you at 1.30 am at night. I wish your MD read my mail and i give him sincere advise of shuttling down his company because of worst products and pathetic after sales support team.

I demand from the MD of company to take back this handset from me which is irrepairable but your appointed service centre and every time third class service has been given to me. I was never given a complaint number which i can refer in my communication. I would also like your company to pay me suitably for my 4 visits to service centre and for mental agony and harrasment done to me.

I am contactable at 9888060309.

Waiting for your response else i will escalte all my communications with you to some other level.

Please do not give me standard e mail reply i need to settle the matter this time.

Vikas Saini

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From: Micromax

To: [email protected]

Sent: Thu, 24 February 1:22:05 PM

Subject: RE: Reminder 4: Poor Service Provided by Manimajra Chandigarh Service Centre

Dear Valued Customer,

Thank you for your Email, I wousl likr to confirm that if yu have the Complaint number which was given ot oyu by the executives here, you need to provide us the detial in order to help you in this concern.

For any further Assistance and Query you can contact us on the Customer Support & Toll free number given below:

011-44770000//18605008286

You can also log onto our website for information www.micromaxinfo.com

Thanks& Regard,

MMX SUPPORT

From: VIKAS SAINI [mailto: [email protected]]

Sent: Tuesday, February 22 5:13 PM

To: Micromax

Subject: Re: Reminder 4: Poor Service Provided by Manimajra Chandigarh Service Centre

Dear sir

Nothing is clear in your e mail. I spoke at your customer care number on 18 feb and explained my worries but again I got one reply that I should go to the service centre and make a call from there to resolve the issue. Last time when I did so your customer care number changed and new number could not be reached. Any way I tried many times on 18th but your service centre no could not be contacted. Today again I spoke with customer care agent mrm abhishek who said he is from technical side. Again he told me to visit the service centre. Why don't you guys give me some alternate way out except going to service centre or taking the service centre on conference call with cust care exec? Today again I tried many times to take the service centre team on conference call as I am in ludhiana but their number is continuously busy and I doubt that they might have put of the receiver of phone. Pl help me out and don't give me more punishment for buying a micromax product.

Sent on my BlackBerry® from Vodafone

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From: "Micromax"

Date: Tue, 22 Feb 16:38:13 0530

To: 'vikas'

Subject: RE: Reminder 4: Poor Service Provided by Manimajra Chandigarh Service Centre

Dear Valued Customer,

Thank you for your Email, we would like to inform you that you can contact us her for detial and help in this matter.

For any further Assistance and Query you can contact us on the Customer Support & Toll free number given below:

011-44770000//18605008286

You can also log onto our website for information www.micromaxinfo.com

Thanks& Regard,

MMX SUPPORT

From: vikas [mailto: [email protected]]

Sent: Friday, February 18 2:45 PM

To: [email protected]

Cc: [email protected]

Subject: Reminder 4: Poor Service Provided by Manimajra Chandigarh Service Centre

Reminder 4

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From: vikas

To: [email protected]

Cc: [email protected]

Sent: Sun, 13 February 1:29:11 PM

Subject: Re: Poor Service Provided by Manimajra Chandigarh Service Centre

Now my belief is firm that this company is sleeping and nobody has a second to speak to customer. I wish this strategy help you survive.

Wish u good luck with worst of products

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From: vikas

To: [email protected]

Cc: [email protected]

Sent: Wed, 9 February 1:00:20 AM

Subject: Re: Poor Service Provided by Manimajra Chandigarh Service Centre

Dear

Is there anybody so called company executives who can explain what is happening and why it is happening to me?

I have yet not collected my handset from service because of their dump expressions to my single question i.e. why they are not giving me in writing the relation between mirror breakage and backlight problem. Everybody is dump there.

Waiting for a call from company engineer only

Regards

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From: vikas

To: [email protected]

Cc: [email protected]

Sent: Mon, 24 January 6:16:59 PM

Subject: Re: Poor Service Provided by Manimajra Chandigarh Service Centre

Dear Sir,

Today i got a call from your service centre at 3.30 pm and they said my handset has been repaired and i shall collect the same. I will not collect the same unless your company engineer certify that the backlight on and ringer problem was because of mirror breakage. To enquire the same i called at your Gurgaon helpline at 5 pm today but that fellow told me that i shall go the service centre and from there i shall call at customer care and then the executive sitting in gurgaon will speak to the service centre people on my phone. I did not understand the logic but the guy told me that daily 1000 of customer follow the same procedure. As per this procedure i will again go to service centre and then on my phone both of your people will speak and decide what has to be done. I ask what is this? Can't your gurgaon people directly speak to service centre and know about the case? It's really amazing.

Please certify the head of the repairs done in my handset (warranty or out of warranty).

Regards,

Vikas Saini

9888060309

& On Sun, 23/1, vikas wrote:

From: vikas

Subject: Poor Service Provided by Manimajra Chandigarh Service Centre

To: [email protected]

Date: Sunday, 23 January, 9:28 PM

Kind Attention: CEO/CFO/Marketing Head/Service Head/Franchise owner Chandigarh

Dear Sir,

This is regarding the problem that I faced repeatedly in the handset “Bling”. The problem is “ Backlight continuously On” which you might be already aware because the same is faced by many customers of this particular handset. Just to brief you I bought this set on 24.7.11 and soon after purchase the set was noticed with backlight on problem in August. There were many things which I would like to mention here:

- The mobile number which was published on your website in Aug was tried numerous times but it was not picked even a single time.

- When I approached the service centre at that time I specifically told them two problems, one was backlight continuosly on and second was “memory card not working”. Initially they told me that it will take 3-4 days and they will arrange a call back after the same is repaired. However the repair took very long time and I had to call them and confirm that my handset was repaired.

- To my dismay on reaching there I found that the set was not even checked for memory card problem and they again took lot of time for rectifying the same.

After the incident I thought that my miseries are over and I would never have to visit the service centre but this was a dream. Again in the month of December we noticed the problem of Ringer not working and Backlight continuously on. The service centre was called and they told that we will have to visit the service centre. I forgot to mention here that after the repair in Aug I probably lost the original bill over left it on service centre desk. When I told this problem to the staff at service centre at Manimajra Chandigarh they were so adamant that without the copy of bill they will not be able to give warranty. I told them that the handset was already repaired under warranty in Aug and 2 copies of bills were submitted but they did not listen and I had to specially visit the shop again and request them for duplicate copy of my bill.

Anyhow I visited the service centre this time on 21.1.11 at 9.40 am but the staff was not there as their office time is from 10 am onwards. One lady came on counter and I told about ringer and light on problem to her. Without even listening me completely she had a look at the handset and said the handset mirror is damaged and the repairs can not be covered under warranty. Then I told her that the problems were there since dec and the mirror got a small hit just two days ago. Then I told her that the problem was there in the handset since beginning and how it can be related with the mirror and she was adamant. Then another advisor can and iterated that warranty can not be provided. I asked from that technical guy that kindly convince me how the mirror brakage is linked with backlight but again no reply came from his side also. On my request they checked the history of the handset and saw themselves that the problem was earlier also reported in set but still they said they will not give warranty. I asked them whether they can provide me refusal on job sheet they refused to do so and said they will only open job card if I agree to get the work done on payment I had no option since they were not opening the job card. Then finally they opened the job card vide no 1453934. There were following ambiguities in the job card:

- Warranty status was mentioned (o/w). I told the EDP girl that there is difference in statement if I say handset is in warranty and repair is in warranty. But she did not listen

- Then she did not tick on repeat repair whereas the problem has come 2nd time in handset. On this also she did not reply

- Further a flat estimate of Rs 550/- Tax was given to me. I asked them to give bifurcation of parts and labour and flat rate schedule. They did not reply.

- Last but not least they mentioned the expected closer date as 22/1/10. When I requested them to put time with date they hesitated and on my repeated requests they put 2 pm. I asked them to put the correct time as I did not want to follow up like last time for many days after the promised date. But they said if the repair could not finish in the promised time they will call me and will also do the same if the repair is done on time. It was nothing but a false promise because I myself had to call them to know the status of handset on which they as usual replied that it is not ready yet.

Meanwhile I spoke at your call centre on 21.1.11 (Spoke with Mr. Pankaj at 0124-4811000) for the poor attitude of the attendant and straightway refusing the warranty request without even looking into the nature of problem. I was assured by Mr. Pankaj that the handset would be personally inspected by Micromax Engineer (Not service centre people) and the root cause for two problems:

- Back Light Continuously On

- Ringer not working

I would be highly satisfied if I get an authentic reply from Micromax regional office/HO about the root cause of the problems with my handset. If it is certified by the company engineer that the defects are there because of mirror damage I would make the estimated payment as per Job card.

Looking ahead for your quick reply.

Regards

Vikas Saini

M 9888060309


Company: Micromax

Country: India   State: Chandigarh   City: Chandigarh

Category: Electronics and household app.

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