[Resolved]  Xolo — Defective handset & unethical business practice

Address:

Pune, Maharashtra

This refers to the handset (Model XOLO A500L / IMEI No. [protected]) purchased for my son on 6th March, 2014. By 12.08.2014, exactly after 5 months 6 days, the 'Touch Screen' has stop working. My son has taken the handset to your authorized service center (Cell Point Communication at Ashoka Mall on Bund Garden Road, Pune :411001 / Phone[protected] / Mr. Srikant : [protected]) on 13th August, 2014. My son has been told by your above authorized service center that it would take 21days to repair the same as the touch screen was defective. My son had no choice but forced to handover the handset for repairing vide work order no.[protected] dated 13.08.2014. Under the circumstances, I would like to request through you to Service Chief, CEO & MD of XOLO to explain- Under what circumstances, you need 21days to repair or replace the touch screen, when it takes few hours to do so including testing time.Why in JOB SHEET the authorized service center, on behalf of you, has not mentioned that it would take 21 days for repairing/servicing as per your norms as told by Mr. Srikant of Cell Point Communication, your authorized service center at Pune? Did you mention any where in your any product literature or any pre-sale terms & condition or any pre-sale warranty that under warranty it would take 21 days to repair/service of Xolo handset? Why the consumer will suffer for 21 days without any handset for purchasing your brand?When you appointed your authorized service center, why the technical capability of such authorized service center has not been scrutinized so that they can handle all type of repairing/servicing locally within short time? After repairing (Appxt 3rd Sept., 2014 when my son likely to get the handset back from you), if the same problem arise after six months 5 days, who will be responsible for repairing the same touch screen as it will be out of warranty as per purchase date?Why you will not provide 1 year warranty for repaired parts as it is repaired by you and with your genuine parts?If it is a 'defective touch screen', as it mentioned in JOB SHEET, why the new hand set should not be provided with new warranty?XOLO people are requested to reply at the earliest to prove their 'ethical business practice' norms. Non-reply of this letter may force me to knock the door of competent authority including media. THIS LETTER WAS SENT TO [protected]@xolo.in on 20th August, 2014 as well as through online complaint in their website, BUT NO ONE CARED to reply and attend my complaint.