Fastrack — Crack in fasttrack sunglass

siku1234

from Kolkata, West Bengal

Address:

751024

We purchased a sunglass from a Firstrack shop at Patia, Bhubaneswar (Pin-751024) dated 21st August 2016 for my wife. It cost us around 1300 rupees and they deducted 334 points from my encircle card too. We remember the shop inside was very humid as AC was not working as there was power shutdown on that day. There was a crack in the sunglass that we couldn’t notice on that day. After purchasing the item we had gone back to our home and my wife never opened it from the cover. After 5 days we had an occasion and we were out and suddenly we noticed the crack. Thereafter we came to the shop immediately and shown the defect to them and they said that we don’t have a replacement from the same category and they advised us to choose another one which we didn’t agree and we told them you keep the item and bring another one for us. They told me that we will take it up with our manager and will call you soon.

When I didn’t get any call from them I visited the shop today and inquired about it with the manager and he told me that we can’t replace the sunglass and as part of the warranty support I can only give back 50% money to you. I felt disappointed and told him that it is not at all genuine for me to take back only 50% of money because we have not committed any mistake. Being a responsible citizen and a genuine person it is difficult to digest the fact as the manager told me that it may be us who deliberately broke the sunglass and asking for a replacement. I also asked for the owners communication number to the manager which he didn’t share with while saying that he is a busy person. Upon hearing that I simply told the Manager that I don’t need a replacement and let the sunglass be with you and you enjoy it. Then I came back open handed….
Trust me, If we would have committed any mistake to crack the glass we would have never gone to the shop and ask for a replacement. I request Titan/Fast-track to look at this seriously as this is a very genuine issue and this kind of frustrating experience would lead to loosing customer confidence. Please inquire and probe this issue scientifically and request to take appropriate action. Also request to share the connect of a managerial level person at Titan/First-Track to that I can explain them the detail so that it will help him to understand my gentility.

Regards,
Srikanta

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Sep 01, 2016

Updated by siku1234 We purchased a sunglass from a Firstrack shop at Patia, Bhubaneswar (Pin-751024) dated 21st August 2016 for my wife. It cost us around 1300 rupees and they deducted 334 points from my encircle card too. We remember the shop inside was very humid as AC was not working as there was power shutdown on that day. There was a crack in the sunglass that we couldn’t notice on that day. After purchasing the item we had gone back to our home and my wife never opened it from the cover. After 5 days we had an occasion and we were out and suddenly she noticed the crack. Thereafter we came to the shop immediately and shown the defect to them and they said that we don’t have a replacement from the same category and they advised us to choose another one which we didn’t agree and we told them you keep the item and bring another one for us. They told me that we will take it up with our manager and will call you soon.

When I didn’t get any call from them I visited the shop today and inquired about it with the manager and he told me that we can’t replace the sunglass and as part of the warranty support I can only give back 50% money to you. I felt disappointed and told him that it is not at all genuine for me to take back only 50% of money because we have not committed any mistake. Being a responsible citizen and a genuine person it is difficult to digest the fact as the manager told me that it may be us who deliberately broke the sunglass and asking for a replacement. I also asked for the owners communication number to the manager which he didn’t share with while saying that he is a busy person. Upon hearing that I simply told the Manager that I don’t need a replacement and let the sunglass be with you and you enjoy it. Then I came back open handed….
Trust me, If we would have committed any mistake to crack the glass we would have never gone to the shop and ask for a replacement. I request Titan/Fast-track to look at this seriously as this is a very genuine issue and this kind of frustrating experience would lead to loosing customer confidence. Please inquire and probe this issue scientifically and request to take appropriate action. Also request to share the connect of a managerial level person at Titan/First-Track to that I can explain them the detail so that it will help him to understand my gentility.

Regards,
Srikanta

NB: Regarding compliant details - I have already submitted the sunglass along with warranty card at the shop itself. So unable to provide at attachment here. Request you to inquire with the Fastrack shop at Patia, Bhubaneswar (PIN - 751024) to get the details please.