[Resolved] Xolo — after sale services

aashishgeorge

from New Delhi, Delhi

Address:

New Delhi, Delhi

sir, i had bought xolo q1000 on 02.09.2013, due to some unknown reason the phone starting restarting on its own, i brought the same to xolo service centre located in kalkaji (JMV Technosol Pvt.Ltd, K-12A, Kalkaji, New Delhi-19.[protected] on 28.05.2014 (its still under warranty). the service center people told me to contact them after two weeks, i called up the toll free number and they informed me that my phone was fixed and it was pending signature by the engineer in noida. after a week, when i did not receive any information regarding the status of my phone, i went to the service center again and they told me that it will take time and i will get a text msg when the phone has arrived. since then i have mailed many emails to the customer service (xolo care, [protected]@xolo.in)no response, then i found out that Mr. Gaurav Kapoor is the service head of the entire North zone, his Phone no. [protected], i tried calling him (he did not respond, texted me instead to text him the problem), i had even texted him regarding the problems i have been having, no response and no help has been provided as off now.i have even tried to contact Vishal Sehgal (CEO), Sunil Raina (Business Head)on Facebook and i have sent them messages regarding the problems i have been having with after sales services, all fell on deaf ears.i had even sent sms on the customer care phone number, but nothing seems to be working. i think the company (xolo) knows that middle class people like us dont have time to chase them around in consumer court, thats why they are not responding and ignoring me, and others like me. till date, i have not got my phone back, kindly help.these are my details: name : Aashish george imei no. : [protected] work order no.[protected]work order dated : 28/05/2014

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Aug 24, 2016

Complaint marked as Resolved

Xolo customer support has been notified about the posted complaint.

Jul 07, 2014

Updated by aashishgeorge its been almost 40 days now and i have not got any reply. they say that phone is my property and yet somehow i am not getting it back. neither am i getting a positive feedback from the company. we as consumer are suffering and nobody seems to care. the consumer redressal forum takes years to solve out the problem of the consumer, should we earn or keep on attending court cases? no wonder most o[censored]s never say anything.

The Department of Consumer Affairs under Ministry of Consumer Affairs are also useless, they have a complaint section but it does not work, no emails or numbers have been provided to help the consumers. god knows what will happen to the consumer of this country.

Jul 31, 2014

Updated by aashishgeorge on 21/07/2014, mr. gaurav kapoor sent me a msg on my number (i received it at 6:11 pm) stating that the handset has been dispatched through DTDC courier vide docket no. V17812342, then on 23 july 2014, i received another sms from xolo customer care [protected] stating that my handset has been repaired and has been dispatched from RF and will reach within 72 hours, i went to the kalkaji service centre 25th july 2014 and they said it has not come. i went today again, they gave me a replacement form, it was very crowded so, i filled up the replacement form rather quickly, thinking i will get the same model phone in replacement, when i went out for a second i noticed that the phone is heavier and looks different, i immediately realised that they must have given me the wrong phone, i opened the back cover and removed the battery to see that its was xolo A1000 and not Q1000.

i went back in a hurry and told the customer care people, the explanation i got was baffling, he said "jo phone company bhejegi wahi toh dunga", i asked him again, what do you mean? he said look this is a better phone than your earlier phone, so be happy with it. if you have a problem, i will send it back to the company and they will do whatever is right.

these people are cheats, they say both are the same but they are not!

differences between a1000 and q1000

one of the main factors in a smart phone is that the processor it has, has to be fast, A1000 has DUAL CORE PROCESSOR, whereas the XOLO Q1000 has a quad core processor. why would i take a slower phone? and these people are cheating consumers like this? its shocking!

Aug 05, 2014

Updated by aashishgeorge On August 3rd at 10:52 am, i get a msg from Mr. Gaurav Kapoor (+91-[protected]) on my personal number and he writes and i quote "hi aashish, i need to investigate the matter. le us speak tomorrow and this is my promise to you to get your issue resolved by tomorrow (4th august) itself"

Its been two days, i am messaging him and he is not responding, he is not picking up my calls. He is always in a meeting. They can cheat consumers but cant solve there problems, how convenient is that. The preparation for my consumer case was complete when gaurav made such fake promises, what is going on? How come these people are not being held accountable?

i guess there is no other way than to go to consumer court. i hope i get compensated properly for all the trouble these people have caused me. what a waste!

MY PHONE IS GONE SINCE 28/05/2014 AND TILL DATE, NOTHING!

Sep 01, 2014

Updated by aashishgeorge Continuing my torment, on 8th August i have texted both Mr.RituRaj [protected] and Mr. Gaurav Kapoor (+91-[protected]), begging them to give my phone back, and the same mechanical answer was given to me, when i called Mr.RituRaj [protected] he says that my phone is stuck in transit and he will resolve the case within in day and will get back to me and he never does, again, i called him and texted him on the 12th august and the same response, "sir, i will call you back in the evening and let you know the status" and still nothing. then shamelessly i called them up on the 21st august and still the same response, "sir, your phone is stuck in transit, these xolo people keep chaning the rules and i am unable to provide you the support you need, gaurav had gone out of town and now he is back, i shall discuss the matter with him and resolve the issue, i shall call you in the evening" he never calls, now i have called him on saturday 30the august and this time he admitted that he cant do anything for me. so, no other choice left but to get justice from the consumer court.

i cannot believe how stupid these people are, the relief that i will get from the consumer court is gonna be far more bothersome than giving me my phone back, it will be waste of their time and reputation will be ruined, whats more important here? a 13000/- rs. phone? or a million dollar reputation? how dumb can one get?

Verified Support

Sep 20, 2014

Xolo Customer Care's response Dear Mr.Ashish Greetings of the Day! Thank you for making us aware with your grievance. This is in reference to your post dated 07.07.2014 on https://www.consumercomplaints.in regarding your complaint for your XOLO Smartphone Q1000. We request you to kindly pay visit to any of our XOLO service provider nearest to you and share the new work order number for satisfactory resolution on your complaint. For any further query or feedback, please contact us at [protected]@xolo.in Warm Regards, Sudip Banerjee XOLO Care [protected]@xolo.in www.xolo.in

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Comments

aashishgeorge

from New Delhi, Delhi

continuing the harrassment, on 5th of August i tried contacting Mr. Gaurav Kapoor (+91-[protected]), he stated that he is in a meeting, then i sent him a text, followed up in the evening with a call, he put me on conference with one Mr.Rituraj from KalKaji service centre, he promise me my phone back within a week, then i texted him on 12th, called him, he said phone wahain se ana hai, give me some time, every now and then he will make some or the other excuse. Mr. Gaurav Kapoor
(+91-[protected]) also has stopped reacting, this behaviour is not
expected out of people who are trying to correct their mistake.today also, i have texted both Mr.RituRaj [protected] and Mr. Gaurav Kapoor (+91-[protected]). i really really
want to file a consumer complaint against this company and these
employees, give the certified copy of the complain to the local
newspaper and should spread awarness to other consumers regarding there after sales service. the very reason i am not doing so is because i am a working man and i hardly get time to follow this through.if my condition is like this, i can only imagine, people who have no idea about what to do, how much will they be suffering? and now the battery has swollen and i dont know if i will get a replacement on that too? this is by far my worst experience with a company.MY PHONE IS GONE SINCE 28/05/2014 AND TILL DATE, NOTHING!

Tanveer775

Friend give higher authorities of people's email I'd to whom you emailed like gaurav and Vishal... I will also email to them and try to bring the matter into media.
I m also facing the same issue.

Tanveer775

Let's get together and bring the matter in front of the media.
When anyone o[censored]s is alone the result may not come out, let's get together somewhere and then call the media.. This is the height now, we cannot tolerate it anymore.
Email me your opinion at: tanveer775 @yahoo.com

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