[Resolved]  Croma — Sony Xperia C4

Address:

Mumbai City, Maharashtra, 400053

Following EMAIL SENT. PROBLEM WITH THE PHONE CONTINUES. Croma is not leaving upto the Legacy of Tata's. One of the worst experiences in dealing with an electronics store. Did not expect them to behave in such a fashion. Dear Sir / Madam, Inorder to get the details of the said complaint, please refer to the history in your system for our numerous phone calls for the said matter. Summary asf :- - On 12th Dec., approached Croma for repair of new C4, bought in April. - Complains were 1) connecting to a wrong number upon dialling of a number 2) phone acting on it's own and running all sorts of apps and programs - It was checked by the Sony counter person and the CSD lady, who advised, that, indeed, there is a problem. - as advised by CSD dept., that, it takes 1 day to get phone repaired, so, better to give phone for repairs on 13th December and same can be repaired and returned by 14th December late evening or 15th December afternoon. - did request for a replacement phone, as, did not have a backup phone, to which, the store personnel advised, that, it's a matter of only 1 day for repairs. - Phone, handed over to Croma on 13th December. - 14th Dec, no update from Croma - 15th Dec, did contact Croma helpline, who suggested, that, store personnel shall update in 24 hours - till 16th december, nobody contacted - Again called up and escalated matter to supervisor, who assured, that, store personnel shall surely update before 16th Dec 1800 hrs - Got a call from the Sony service centre, stating inability to repair phone due to internal software issues and assured, that, store and service centre shall update and return phone on 17th. - Till 17th December, no update from store at all - On 17th December, again escalated matter to customer care, who again apologised profusely and advised, that, within 4 hours, store shall update - On 17th December, called up Sony service centre and fired them. As per them, who were very courteous, stated, that, the complain of phone hanging and app not working shall be solved very soon. - Was frustrated, as, those were not the reasons offered to Croma for the repair. - Sony personnel stated, that, same was offred by Croma store. - Offered them, the correct complains and got a assurance, that, phone shall be ready by 17th Evening or 18th Morning. Very courteous and helpful staff - Then, received a phone call from store (After 4 days), who rudely, stated, that, phone is under repair and it shall take a week for repairs. - did inform her, that, she is lying, as, Sony have confirmed, that, the piece shall be ready by evening. - Did try to advise them, that, they are telling lies about the phone repair taking 1week, as, Sony had already confirmed repair completion the same day or next day. Demanded to talk to the Store manager. It was advised, that, there is no store manager for Croma and have to deal with her only or a man called Milton. - Had to argue with her on all the points, (no updates, wrong delivery dates offered, wrong repair request etc.) at which time, she just banged the phone down. - Did call them again on the same number. - Upon hearing our voice, the lady again banged the phone down. - Called her up the 3rd time, advising, that, banging the phone down shall not help and would like to talk to somebody. Then, Mr. Milton came on the line. - First of all, asked him, why the lady banged down the phone, for which, he was advising, that, the phone got disconnected. - Then asked, him, why the wrong complains were offered to Sony and how would they know of the actual fault with the phone. For that, he did not want to discuss, as, asked him for a copy of the job order submitted to Sony. He was very non committal on same. - Later on, as he did not have any update, was talking rubbish, to which, advised, him to get facts correct and call me back. - After 30 minutes, did get a phone call from some 3rd person, to whom we refused to talk and advised, we cannot keep on talking to different people and would like to speak to Mr. Milton only. - Mr. Milton called up after 1 hour, without any good details and just said, that, phone shall ready in 1 week's time. - By that time, as, he was not helpful -- non commital + did get any update from Sony, that, phone would be ready by evening + was completely frustrated with the attitude of Croma staff, cut short the conversation and waited for further update. - On 18th morning, did get a phone call from sony stating, that phone is ready and can be picked up from the store, as, it was repaired. - On 18th Dec, phone was collected from the store. Funnily, on putting the phone on, same complains from phone persisted, which is wrong number being dialled and phone going into a own run. As of date, as, we speak, the phone has been running haywire and dialling wrong numbers. Have decided to purchase a new phone and get on in life. However, as, Am completely frustrated with Croma and to a certain extent with the Sony Product, did want to sound out the said complaint in writing, so, that, the next customers is not treated in a similar manner. It is not a matter of single phone and the rude customer service staff at JVPD Croma Store. It is a matter of trust, we have in Croma, due to the legacy of TATA Group and the pride of dealing with Tata. However, the above situation, did not help in retaining the said trust and pride. Have vowed, that, shall never put foot into a Croma store, as, there millions of other stores, who are more courteous. Also, shall be spreading same by word of mouth and social media, about, the callousness and wrong attitude of Croma and ofcourse, Sony appliances. Am sure, that, such action of 1 customer shall not be making a dent in the Croma customer profile, but, for sure, in the long run, it shall show, that, indeed, customers are running away from Croma. Let's see, what response, we get from CROMA Retail for the said written complain.