Location/place: Surat
Name of company/service: Micromax Mobiles
IN THE INTEREST OF GENERAL PUBLIC : POOR QUALITY OF PARTS – DEFECTIVE/DAMAGED PIECE OF MICROMAX SUPERFONE CANVAS 2 A 110 : CHEATING BY MICROMAX BY ISSUING FAULTY HANDSET : POOR REPAIRING SERVICE : IRRESPONSIBLE CUSTOMER CARE DEPARTMENT AND HIGHER AUTHORITIES.
We have ordered the above handset from Saholic on 05/11/2012, received handset on 10/11/2012. Order Id no. 271006, Invoice no 24956, Old IMEI No. 911239250098482/911239256200484, New IMEI No. 911239250304682/911239250406685.
Initially, it worked very good but after 15-20 days, it started creating problem. The details of Job sheets no issued by their service Center in Surat are as follows.
Service Center has several times updated software without issuing Jobsheets also.
Sr. No. Date Job Sheet No.
1. 23/11/2012 SALGT298R1088
2. 22/01/2013 SALGT298R3131
3. 14/03/2013 W010336-0313-3158294*
4. 30/04/2013 W010336-0413-3581214*
During the above said repair work all the major parts of the handset i.e. PCB, CAMERA, TOUCH DISPLAY, TOUCH PANEL and IMEI nos. have been repaired and replaced. We have submitted the handset on 30/04/2013 to Service center, for fixing the touch panel and other problems, we got the handset on 08/05/2013 and on 09/05/2013, touch panel is loose, we have attached photo also along with the same and also submitted to the company as a proof.
During the escalation of above problem, we have got a standard answer from the company’s customer care department to contact with Service center at Surat. Not a single time, customer care department or higher authorities/Service Area Manager has spoken or contacted to us, and also have shown their courtesy to escalate the matter to their higher authorities.
All the time company has given standard answer to our escalation, which is as produced herein below : –
Dear Valued Customer,
Thank you for your Email, we would like to apologize you need to check with the service centre for the same .
For any further Assistance you can log onto our website www.micromaxinfo.com and contact us on customer care number:011-44770044
Assuring you with best of our services and we value your association with us.
Thanks & Regards,
MMX .SUPPORT
We have tried to contact Customer care 1860-500-8286, 011-44770000, 0124-4811000, 011-44770044 but all efforts in vein and could not be able to contact customer care department.
More than 50 E-mail communication has been sent to the company in this matter. But Customer care department of the company is blind, Deaf and Dumb. And looking to this case, we could interpret that the company does not have proper customer care department in place or the staff and company itself does not believe in the philosophy of “CUSTOMER CARE”.
Considering the history of the case, we offered several opportunity to the company to rectify their mistake and asked them either to replace with Fresh Piece ( and not refurbished piece) or Refund the amount but company has replied which is reproduced below:-
Dear Valued Customer,
Thank you for your Email, we would like to inform you that your case is close, so request you to cross check with service centre and you will get the repaired handset only . As per the company process there is no refund policy . Also like to inform you that replacement is done within 7 days from date of purchase from place of purchase .
For any further Assistance you can log onto our website http://www.micromaxinfo.com/ and contact us on customer care number:011-44770044
Assuring you with best of our services and we value your association with us.
Thanks & Regards,
MMX .SUPPORT
We have submitted photos and videos as proof to the company about the problem, but the company has not taken to care look at the same.
For general Public, some of Link of the videos posted on You tube are as follows:-
Despite of the above and our staff has visited more than 10 times in 6 Months of purchase, company refused to accept the claim that the Handset is of Poor quality, Faulty, Defective and Damaged and their Service Center People are Negligent in providing the services.
We intimated them the provisions of Consumer Protection Act whereby
“GOODS ONCE SOLD WILL NOT BE TAKEN BACK…”is in contravention of section 14 of the Consumer Protection Act, as the law provides for redressal of consumer complaints. The aggrieved consumer can get the item replaced, repaired or even get full refund, under the law.
Thus, company is forcing us to take steps like Posting of Reviews at Social Medias and to Website and Magazines publishing News of Electronic Gadgets to make people aware about the problem of Handset and Company’s Services and to take legal Steps against the company. We have already initiated legal steps against the company.
Thus company is cheating to the general public by launching non tested, without taking trial, sub-standard and poor quality product. And this requires a thorough Investigation and Probe into the matter.
This is for the Interest of General Public so that they do not get attracted to lucrative price Marketing and Slim Design of the product and purchase the handset.
Regards,
Viral P. Marfatia
8866631000
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