[Resolved]  Croma Stores — New Problematic Cell Phone not being replaced

Address:

R. No 1, Ground Floor, 514 Ekta C.H.S. New Mill Road, Kurla (W) Mumbai 400070, Mumbai Suburban, Maharashtra

I would like to share my terrible experience i am going through after purchasing cell from Croma.

I was at Croma, R-City Mall, Ghatkopar on 22nd June 2013 to buy a cell phone. I picked up a Xolo Q700 for Rs 9999/-, bill no SLF02A[protected]. First the sales personnel’s there are only interested in selling phones and not informing about warranty, and i will let you know why in a minute.

The cell had a problem, ie while charging the touchscreen would vibrate and wouldnt allow me to work. Since i was out of town (left Mumbai on 23rd June) from 24th to 29th June, i returned to Mumbai on 29th June and next day 30th June i visited Croma with my cell and showed them the problem. First those Customer Support guys did not want to entertain my request saying this is a known problem even Sony cells have this problems and they got a Sony sales guys to come in CS room and asked the question of this problem that while charging the touchscreen vibrates if touched and doesnt allow to work to this the Sony guy said this problem is there but with third party chargers and not sony chargers, so now Croma CS guys were in a fixed but not ready to accept there is a problem.

I asked for a replacement and i was told they cant as replacement warranty is for 4 days only. Gosh they should have told this when a person buys a phone. FLIPKART.COM offers 30 days replacement warranty, cromaretail website offers 14 days replacement warranty but Croma Stores offers only 4 days warranty.

Anyways after lots of arguement he took the phone saying Xolo might not entertain this request as its a known problem. So 30th June the cell was taken by Croma and sent to Xolo Service Center. I was given a number to enquire if i dont get a call in 7 days. But i did get a call saying the charger was a problem and Xolo is replacing the charger.

I went to Croma on 6th July and they gave me a brand new charger (LOL), but i wanted to test it before i took the cell back and while testing the same problem happened. Now Croma CS called up Xolo Representative Naushad who was around Croma and he came and tested my cell showing me no problems are there and all that stuff but i asked him to test while charging and also while not charging by typing a sms and he tested as i said and accepted there was a problem. I asked for a replacement since this was new handset but he refused saying we will send it to service center and i will get back to you and try and get a new handset and even took my cell number. This was on 6th July.

There were no calls from Croma or Xolo or Naushad for a week and then i called up Croma support number and they took my complaint and said someone will call back. But no one did, i called up again after 2 days and this time they transfered my complaint to a supervisor who assured me that someone will attend from Croma Ghatkopar. Then i received a call from Croma Ghatkopar that there is a problem with a IC in the phone and that will be replaced and they cell will be got by 17th July.

Ok but nothing happened by 17th July and i went to Croma on 19th July and had arguement with Croma Support Staff as Naushad was not there, there was this newer Support Staff who i hadnt seen previously who i argued this was a new handset then why dont you give a replacement. His answer was replacement is given if i return handset in 7 days and i returned it on 8th day.

Hold on, recall that on 30th June their staff had said that replacement is given if i return in 4 days and now another staff is saying 7 days. That means the staff of Croma themselves dont know replacement warranty period or guidelines.

Anyways they called up Naushad and he said my cell will come on 22nd July Monday, i said i am out of town and now i have to wait again and come again for my cell. The CS Staff said they will courier me my cell on 22nd July.

But came Monday and went and entire week went by but neither i received my cell nor any calls about the status.

Today ie 27th July i visited Croma at R-Mall and had a arguement again when they called Naushad and showed them FLIPKART.com website on my cell with Xolo Q700 showing a 30 day replacement warranty and my new cell of 7 days was still being repaired for 30 days?

I gave them trash they deserved in front of other customers while Naushad said it was repaired but not yet delivered and promised that my cell will be couriered on Sunday ie tomorrow 28th July 2013.

I dont trust any of them now, neither Croma Staff’s nor those Xolo guys at Croma.

I advise anyone who thinks of buying cell or other products from Croma that try and check Flipkart.com as they have a 30 day replacement warranty for most products and i have myself seen friends who have got replacement of cell phones in less than a week after complaining about handset giving a problem.

I will never again walk in Croma to buy any product and neither will refer anyone, i will prefer Vijay Sales, eZone or even flipkart but never Croma.