[Resolved]  Virgin Mobile - Vkewl — Cheated by the company

I have purchased a mobile phone of Virgin Mobile (referred to VM in this hereafter), from a retailer in Delhi (Priya Electronics A6/2 Jawahar Park, Devli Road, New Delhi 110 062. Cash memo no. 2032, TIN no. [protected]) on December 4th, 2008. The model is called vKewl by the VM. Upon using the handset, I found following problems.
1. The manual says as well as checked on net, it should have memory for 1000 contacts in Phone book memory on phone and 250 on RUIM card. However, it has only 500 on phone and 150 on RUIM card.
2. The Phone cannot be used as USB disk; therefore, data transfer is not possible. When data cable is attached, the ‘activate’ button appears on modem mode but not on USB mode.
3. The net setting for using it as modem also not available anywhere. Not even on so-called ‘gyan’ on internet.
4. I should get 499 minutes of free calls and 499 free sms, but there is no way of checking the same. Balance does get reduced whenever a call is made.
5. I should have got a gift voucher from Reebok with the purchase, but the dealer did not have it.
6. The disk that is bundled with it had only a driver. When I asked could I transfer contacts and edit them on a computer, I did not get any answers.

When contacted the retailer he says dial 125555 and talk to VM, they alone can help. This number is extremely difficult to get as it is busy most of the time. However, on repeated trying, they suggest to go to service centre. Interestingly, even they find hard to locate one in south Delhi. Different time, different addresses were given. One was of Redington (India) Limited, S-3 Green Park Extn, New Delhi 110016.
I visited the place. Apprised them of the problem. They took time to appreciate, and were rude. They treated me as if another one has come to disturb their peaceful life. Anyway, they suggested leaving the handset as it is the problem of motherboard. They asked me to leave it for a week. I ask what about recharges for the month, that week will go waste, for no fault of mine. They had no answers and suggested me to talk to VM, as they are Huawei service center. I asked them How do redirect my calls to another number as I have given this number a lots of people, they did not know. VM call center says it is difficult for them to suggest anything as they sit in Hyderabad. They were not able to give any Delhi address and not been able to redress the issue. They also told that redirect facility does not exist as of now.
I contacted VM again. I again asked some address of Delhi and told them that I wish to move to consume forum. He conveniently says the It was handset of Huawei and VM is nothing to do with it. (Interestedly the use Tata Network, so on issue of service they will pass the buck on Tata) This time I was given an address of RT Outsourcing Services Ltd. 7 L.S.C. Okhla Industrial Area Phase II New Delhi 110020. I went there. Some Mr. Saurabh attended. He says it is a problem of software, i[censored]pdated it will work. However, they cannot take the backup of data. Therefore, He suggested copying all. Now, without data cable, how does one take backup? Any way he told go back write and then come again. Thoroughly disgusted, I went next time and now the person attended was Ravi (If I remember correctly, I may be wrong in the name). I asked him why such things happens in a brand new handset and what is the address of Huawei as I am disgusted enough to go to consumer court. They could not provide the address of Huawei and lady on reception suggested to talk to Huawei call centre.
Anyway, now Mr. Ravi came with third and innovative explanation that data cable and charger slot is damaged! May be save the company some embarrassment in consumer court!! In these circumstances, I left the handset with them and asked name of senior person. They gave a number of some Mr. Raghav. When contacted on phone, He refused to converse saying he is busy and told I will take the details from service center. This is great. Even without knowing what I am talking about, which handset, who am I etc. he will have intuition to get all the details. Whose details will he take and how? He also told me that he will callback. Which of course he did not. Moreover, when I again tried to contact him he refused to pick the phone.

I have left the handset on December 20th, 2008. After ten days, i.e. on 30th of December, 2008at about 3 pm I got a call from the service centre that handset is fine and I could collect it. I went there at about 5 pm. I discovered that memory issue was same. I asked the counter and they could not answer. Then I made a bit of noise then, a senior person (probably Farah) turns up and told that this issue they can not resolve as they updated the software, and it is a manufacturing problem to be resolve by manufacturer. The other issue is resolved. He also got me talked to Mr. Raghva there, who reiterated the stand. Disgusted as it is, I then insisted to check the cable, which they claimed was working fine. Mr. Saurabh confidently took me, and miserably failed to demonstrate the same. For USB disk – he told one needs a memory card (nowhere mentioned in literature). He claimed it works fine as modem. However, just could not demonstrate it. First, he told you need serial (like RS232type cable for that). Then he went downstairs and told that it working. Again, he failed to demonstrate. I asked if you need software, he says no, you can just synchronize it and contacts will be text format. Any way, he told may be the PC is at fault so take the handset and try at home. At 6:30 pm (i.e. after spending one and a half hours there (after being called by them), I left the place – back at square one. It did not work at home as well. Next day I called up, and they issued a DOA and handset was replaced. Bu even with new handset, the problem remained same.
All this while, I have also apprised both VM and Huawei via e-mail. Now VM started talking as I told them that I intent to go to consumer forum. After prolonged talks, they gave an additional recharge I lieu of ten days that were wasted at service centre. Meanwhile, I also did some research on net. I found out the solution for using phone as modem. However, other issue remained unresolved. VM sent Mr. Arvind to my home to demonstrate. He could demonstrate only internet (which I found out and then Ms. Khushboo of VM sent a mail too about it by the time he visited). He old a card is needed for the rest. I asked him if any software is required o PC, he was clueless. He told hen knew only about Sony or Samsung, the set he is using)
I purchased Micro SD card. I could use only card data for to and fro transfer. I told arvind the same. Now they have stopped responding. I dug the net deeper and found out a software called ‘mobile partner’ is needed. I downloaded the same. Now it worked partially. I could transfer certain fields of contacts, but not all (notes, group). SMSs can be displayed but not backed up. Schedule, Memos cannot be. However, the manual says it can be. I
I have written to both via e-mail. Though delayed- because of severe backache, which made me immobile for a while.



I have some serious issues to be addressed to. A few are:
1. Why VM has different thing on publicity, on the box and manual and different thing as product. Does this not amount to cheating?
2. Should not the service centre people be more friendly, and respect the customers?
3. Why three persons (one in Redington (India) Limited and two in RT Outsourcing Services Ltd have three different reasons for the problem? Then Mr. Saurabh’s innovative explanations at RT Outsourcing Services Ltd regarding USB cable, none of them actually turned out to be true.
4. Why should, if it was the case, a brand new handset have pins broken? Who pays for and is responsible for the same. See, one does not come to know of this till one uses and moment you uses it may be called ‘physical damage’.
5. Why, again the manual of the software and it feature differ?
6. Why no mention of ‘having to buy, a micro SD card? Is it not cheating and misguiding.
7. Who is responsible for the harassment caused in the process?
8. What about gift vouchers?

Dr. Sudha Sriavstava/Dr. Mrigank
E-29 Krishna Park, Devli Road
New Delhi 110062.