Dated: April 08
Respected Sir,
I bought a Fastrack Eyegear (Model No. RO41) on April 14 from Topcon Exclusive, I.P. Mall, Sigra, Varanasi, the warranty on the product being one year. The bridge of the sunglass started to crack in December and got broken by itself on December 20. I went to Topcon Exclusive for the complaint on December 22. The shop keeper sent me to Topcon Opticals, Rathyatra, Varanasi, saying that customer grievances were addressed there. I went there and showed them the broken sunglass. The shopkeeper misbehaved with me and said that company policies restrict him to do anything in this regard. I requested him over and over again to help me. He, then, gave me the mobile number of Mr. Ajay, a representative of the service-provider of Fastrack (Navtex Commercial (P) Lt., Kanpur), who came to Topcon Opticals within an hour of the call and asked me to hand him the original bill and the broken sunglass, giving me a Customer’s Complaint Acknowledgement Form (no. 3381) of the same. Mr. Ajay, along with the shopkeeper, assured me that I will get a call from the company within 45 days regarding the product and after 45 days the company will replace the broken sunglass. I waited patiently, but to no avail. After 45 days, i.e. on February 05, I called Mr. Ajay, who said that at that time I will have to pay 30% of the M.R.P., but if I wait till February 23, the company will replace the broken sunglass free of cost, as the product got broken by itself under warranty period. Time and again I kept calling him and finally on March 20, he denied changing the product and told me that he will tamper the sunglass by scratching its lens and also challenging me to get it replaced. I am extremely aggrieved at such a customer-unfriendly behavior of a Fastrack representative and need your help.
Hoping for a prompt reply,
Iram Saba Amin
N-14/27-A, Ashutosh Nagar
Sunderpur
Varanasi
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