[Resolved]  Micromax — Against Authorized service centre

Address:

Mumbai City, Maharashtra

I purchased a Micromax Smartphone A110 last year in August and opted for extended warranty for 2 years making it a total of 3 years. This May, the phone just stopped working as it would not get charged. It was the time when we decided to take it to the service centre. It was finally after two weeks when my husband & I could reach to the service centre on time (being working professional, it is almost impossible to be at the service centre by 6 pm, the time the authorized service centre would close every day. We went to V-Care Mobitron at 105, Rupa Plaza, 1st floor, above IDBI bank, Jawar road, Opp. station, Ghatkopar(E), Mumbai. Tel:[protected], 66716688. The complaint I have is not about Micromax but their ability to choose a right support service provider and the control they have on them who would simply harass and manipulate with the people visiting them. My husband had gone to the service centre twice before 07 June 2014, the day when we finally got to meet someone & talk about the issue. He had left his office early and made himself available at the service centre at 5:15 pm (45 minutes before the closure time) but was denied assistance as they had the tokens given to the customer to wait, which they fell short of. It was quite an illogical response but we kept the patience intact. On 07 June 2014, when we were there, after some 50 minutes of wait, we got to meet someone (some lady who needs to have a basic of customer service be trained – when two o[censored]s approached together at her desk, she shouted – only one person allowed, Go back (yes the words go back, forget the pleases and thank yous)) and submitted the mobile phone followed by another 30 minutes of wait when someone asked for us only to explain that our mobile has been tampered with and shall be covered out of the warranty only. On our objection to an equally ill-behaved person and repeatedly mentioning that it was impossible that anyone would have ever opened it and how do I believe when I you are showing me one tiny piece of the set and claim it to be tampered, they simply asked us to take back the phone. For someone who understands the importance & concept of warranty of the electronics item, as we are- their blame was simply unacceptable. On our resistance, request for re-check, they called upon a senior member who came in after another 45 minutes and barged in as if some criminal has entered their office and re-iterated what was said earlier in a firm voice. After being humiliated 4 times now, we asked to sit & talk for one solution. The simplest point here – we never got the phone opened, we never tampered with it and being educated professional, at least have this sense that what to do and what not when you have products under warranty. They declined any other option of investigating, checking, referring to Micromax officials etc and suggested to have the phone submitted while they will revert with exact charge for the repair considering the phone be out of warranty. While the discussion was on, the technician had supposedly found out the issue and came out saying Mother Board has to be probably changed.. The expense is over 6000. Accept to pay or take the phone back. All this time, with no fault of our own, we were suddenly being cornered by all their staff members in front of 15-20 other customers when they were talking around telling everyone individually how we tampered with the phone and now have come for free service. Well, now even after the public humiliation, we kept our calm and helped the people there to come up with the interim solution – to keep the phone, see what’s gone wrong and meanwhile we speak with Micromax personnel and ask them to investigate. The senior person had strong faith on Micromax going to listen to him and not care for what the fraud customers like us has to tell. We put this in front of Micromax’s senior management to decide if they will go by what V-care Mobitron has to say or investigate this by them and find out. If by any chance you do care for one of your customers, we fear that they may change the parts and frame us, so please do so uninformed and fast. Also, to gauge the customer service level, you may send out someone as a customer and see for yourself. I have put in all details below for your assistance. In case, you need to speak with me – You can’t, for the simple reason that my phone is with the Service centre. However, my husband will be able to detail out everything when you reach out to him at 9029*******. With my mail, I am also including some of the key mobile enthusiast friends of ours for them to also have informed decision on the current Indian mobile industry and post sales service. This is no intent to blame Micromax publicly or harm its image but to assure some right people are able to guide us correctly if your response is too much policy driven and biased. Details Product name: Micromax A100 Smartphone IMEI1: [protected] IMEI2: [protected] Month of manufacture: May 2013 Customer Name: Prerna P***** Customer Email address: p******[protected]@gmail.com Complaint type: Against Authorized service centre Issue Date: 07 June 2014 Expected response: Repair under Warranty or replace (after due investigation as required)