Micromax — Smartphone damaged to Service Center's negligence.

Address:

New Delhi, Delhi

I submitted my phone to the Micromax Service Center M/S PERFECT SOLUTIONS which is there in Kalkaji. The primary concern was with the camera quality. They said that the issue with the handset has been fixed and I can collect it from them, all of this was done in a week's time. When I went there to collect my handset, I found out that the front body of my phone was full of scratches and also it was broken from the bottom portion. I did not take the handset from them and asked them to replace that body part for me as it was due to their negligence it was broken. They said that they will be replacing it for me at no extra cost and within 5 days time. I waited for weeks and after many calls & visits to their Service Centers, finally they said that the body has been replaced and collect it from them. But since I had to go to the office, I could not collect it before Saturday. So, they agreed to deliver the phone to my home later that evening. He came to my friend's place after 10:00 p.m. to give her the handset. She lives in a PG and the owner does not allow them to come out after 9:00 p.m. She gave a normal check to the phone whether it is working or not at that time as it was dark outside and there was not much light on the street. When I took the phone from her the next day and tried to put my SIM into it, to my surprise the SIM tray was missing from the handset. I tried calling the person who delivered the headset to us a day before. He did not pick up his phone. I had to take a leave on that day to go to the Service Center and get the SIM tray from them as there was no response when I tried calling them on their numbers. I took the SIM tray from them and came back home. I put my SIM in and turned on the phone. There NO SIGNAL on my phone, as if I did not put my SIM in it. I tried another SIM slot, same issue. I thought maybe there is something wrong with my SIM because of which it was not working, so I tried another SIM and the same thing happened again. I put the same SIMs back to the other phones and I was getting full five bars for the network strength. This was the third time when I found out an issue with the handset and was furious to the extent that if I would have gone to the Service Center, I would have definitely broken things over there. But I tried to be patient and called the customer care to get the replacement done as the would has already been through a lot and can stop working at any time. They asked me to call them back once I am in the Service Center, even their so-called Supervisor [Paramjeet] said the same thing. I said "What the [protected]@ll?". I went to the Service Center on Saturday and told them about this and asked them to replace the phone. They were not ready to do it. I called the customer care and made them speak with one of the employee working there, his name was Chanchal. He told the customer service representative that they will do a software refresh on the phone and it will work. I said that I don't want them to do anything with the phone, I just want it to be replaced. They were not ready to do it, even the customer care representative. I asked the rep to connect me to his Supervisor and told him that it is either phone replacement or I am going to the Consumer Court. He talked with the employee once again and said that I can deposit the phone to them for the moment and wait till Tuesday to get the information whether my phone will be replaced or not. I called the Service Center to check the status of the replacement, they said that they will need a weeks time to get the approvals and what not. So, here I am. Today is Friday, Service Center and customer care are both asking me to wait for 30 days as that is the time mentioned on the new jobsheet that they created last Saturday when I deposited my phone to them. I am just waiting till this Monday and if there is no response from their side, I will definitely go to the Consumer Court and sue Micromax and the Service Center for the inconvenience caused to me.