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Imate -jama mobile
Non resolution of my complaint

Hi,

i have bought my new imate mobile on vide bill no - 393 dt. 14/07 thru mobile gallery, imei no-3553130102650. on 10th january all of a sudden my mobile got hanged due to tower problem on my mobile handset. when i reached to mobile gallery from where i have purchase the instrument they told me to contact M/s, S M Enterprise who is authorised service station for imate in ahmedabad.

when i contact them they told me that i have to keep your mobile for a day to get it resolve locally. when i went after to days he told me that the problem could not solved locally i have to send your instrument to company. he send my instrument vide job sheet no-I-280 dt 12/01, and told me to wait for 10 days to get it done. when i contact on 28th january to S M Enterprise of the status of my instrument he told me there is no status and the company will be update on latest status on thursday. when i contact s m enterprise on friday he told me that there is no status from the company. when i fired on him regarding the service provide by him, he told me that from 1st february he is no more with the company's as an authorised service provider. so i asked him to give me company's no where i should contact he has provide me Asian electronics no, when i have called up asian electronics even they could not reply me.

some how i got the number of Ms. Pooja Verma who is the top most position in the company as far as my resources. when i called her and i told the service issue regarding my instrument which was not resolved till 3rd feb she told me don't call me first call up our helpdesk i have arrange helpdesk to solve the problem,

i have taken number of the helpdesk from her she gave me - 011 46545050, when i called up on friday mr. amit had picked up the phone, i have explained whole story he told me sir its 8 pm the service station of the company got closed i could able to give u the status of the instrument so you are requested to please contact tomorrow. when i called up again on saturday morning, Mr, Ravi had picked up the phone i again told the whole story he told me that there is shortage of devices from the company that's why it might possible that the instrument might not got repair. when i told him to tell me exactly the status of my mobile because it under warranty and if the company does not have devices to repair that he should replace my instrument because it is already a month now from when i have give my instrument to them. he told me give me some time as our service station gets open after 12 pm i will check and revert u back, i waited till 1 pm and again called Mr. Ravi and spoke to him he told that still he has not got reply from service department of imate when i fired on him that being a customer spending a money for the instrument if i am not getting service from local people which is appointed by the company and when i m contacting the company's helpdesk on which Ms. Pooja Verma is prouding of being opening and providing service by his helpdesk. till today i m not knowing whether my instrument is going to be repaired or it will be replace under warranty period. Mr. ravi was just trying to make me understand the problem of his company and not the customer's issue, Ultimately when i told him that u give me status by monday where exactly i m or else i will go legally on monday to claim my instrument. he told me sir i m there till 3 pm i will give u the status. within half an hour i have received a call from Mr. Ravi that i have chat with the service station people and confirm that your instrument got repaired and it be despatched by today or latest by monday, when i forced him to despatched today itself he told me sir today i saturday and the despatched department is working for half day i m not sure but it will be 100% that they will despatched by monday. i told him to give the number of the despatched department to whom i can confirm. he told me yes u can have the number of the despatched department. the number is-01141012374 and Ms. Geetali will be there u just give your imei no. she will confirm the despatched status.

i waited till tuesday around 4 pm i have called up Ms. Geetali to confirm she was not there and the person who picked up the phone and taken the details and told me to give call after 2 hours in the mean time he will check the status of the instrument in despatched register. i have called up S M Enterprise who was local service provider that whether he has received my instrument as per the company's promise that they will despatched saturday or monday. s m enterprise told me that there is no update or the mobile recieved from the company.

i called up again the helpdesk and try to contact Mr. Ravi i come to know that his shift is till 2 pm and he has already left for the day. i was speaking to some lady and i told him the story about the ravi that he has promised me on saturday that my instrument will be despatched my saturday or monday. when she checked the status she gave me shocking news that there is no despatched details and Mr. ravi has given u wrong info. i have no words to speak to. finally i told her to transfer my line to some higher authority because now there is no mean in talking with the customer care or help desk executive. she told me that sir i m making an arrangment to have a call from my supervisior as he is busy on some another line. i asked him to give me the name of the supervisor or the team leader she has given me Mr. Dev.

i have again given a call to helpdesk that i have not received call from Mr. Dev, she again told me that he is busy in serving other customer i am again passing him a message to give a call. after half an hour i have received a call from Mr. Dev i fired on him the way i was suffering and harrasment provide by the local service provider and the wrong commitment provide by the helpdesk executive Mr. Ravi. Mr. Dev confess that his executive has given the wrong info and false commitment. i asked if what next... bcauz i have following since 1 month about my instrument and no body is giving me proper service. Dev promised me to provide the perfect status on thursday as there service provider Asian Electronics had a holiday on wednesday. when i told him to called up asian electronics he told him that he does not have right to called up he has the authority to just mail those people and he asked me to wait till thursday and he will give me call for the latest update, i have called up again on thursday around 5 pm and spoke to Dev he told me that he has not received any reply of his mail to asian electronics. i m again reminding those people and i will revert it back again by 6 pm tomorrow.

i have received a called from Mr. Dev on friday he told me that he is now not confirm with the imei number as if there is problem in hanging up than there is different imei number and if the motherboard has been replaced imei is different. so i have to check. as i have received the instrument and i have to confirm the imei number with the asian electonics. i m again putting up a mail for this tomorrow is saturday and i m on leave and there is sunday after that i will be back on monday second shift.

when i called up Monday and spoke to Dev he told me to check as Asian Electonics has despatched a lot to S M Enterprise on friday so u check with the locally. i have check with s m enterprise he told me that 2days his shop was closed so i will check it tomorrow when i have personally visit yesterday to s m enterprise he told me that he has not received any instrument he has shown his register and tally that which ever instrument he has received it from company i have already given to customer and till date i have not received your instrument. i have called up again to Dev from his shop and told him that i m standing at s m enterprise and i have checked register and there is no instrument received. Dev told me that ok i m again putting a mail to the asian electronics and unfortunately tomorrow is wednesday so again there will be off so will give u call on thursday by 5 pm

i just wanted to have the status of my instrument and if it is not repairable than the instrument is still under warranty period so u are requested to reply me on top priority basis. or should provide me new mobile or else i will be going legally to consumer federation if m not be given proper reply or my new mobile latest by this saturday of this week


Company: Imate -jama mobile

Country: India

Category: Miscellaneous

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