[Resolved]  Croma — Appalling Customer Service

Having decided to buy 2.1 Speakers for a PC system, I surveyed a few different shops then had approached Croma. The first thing that happened was, when I was trying to decide on which speakers to buy, not only were the sales reps loitering around, but they had decided to play music full volume disregarding the customers. I didn't mind that, felt it was just a little fun. But it got ridiculous when I was still trying to hear the speakers I was listening to, and the sales reps were telling me to reduce the volume so they can listen to music.

Eventually, I chose the Iball Tarang 2.1 and purchased it. 1 week later I began to notice that the right side speaker was of considerably lower in volume than the other... Something I had obviously overlooked, but it happens. Testing the input and output, I find that the fault was actually with the connective cable.

I called up Croma in Bangalore (Brigade Road), spoke to a rep named Balakrishna, who told me to bring the cable and he will replace it if it is faulty. I did so... Yet when I arrived at Croma, the story changed. They informed me there is no warranty/liability for the cables.

I informed them that this not a warranty issue (that is, no product has malfunctioned), but rather an issue of them having sold me a product with a faulty accessory, to which they surely must bear responsibility.

What the sales rep decided to do, after much discussion among themselves, was to take the cable from me and give me an old, used cable that's supposed to do the same job. They said that is all they can do for me. When I asked them about the warranty period for the Tarang, they didn't know, but proceeded to tell me different period times, one said, "six months", another said, "one year", another said, "two years."

I would have thought if they don't know the answer to something, the best thing to do would be to verify it first so that they do not misinform the customer. What is the state of customer service these days?

When I returned home, I decided to send an email to Iball Tarang themselves - who immediately told me that they would be happy to replace the faulty cable with a new piece, and to bring it to them.

This is where it gets really appalling! I called Croma and asked to speak to Balakrishna who had been handling the issue from the beginning, and explained that Iball has agreed to replace the faulty cable with a new piece. You know what Balakrishna replied?

"I'm sorry, we have sold the cable to another customer."
I was aghast, "A faulty cable?"
"Yes."
"How can you sell a faulty cable to another customer? It doesn't even work properly! Why would you even sell it?"
"Sorry, cable is no longer with us."

At which point, disbelieving the nonsense I was being fed, I made an issue and he told me he will have to go into new stock and give me a new cable. I again caught an auto to Croma (I think I spent around 200 rupees total simply trying to fix this issue), and he told me that he has found my faulty cable! Then took the old piece they had given me as replacement, and gave me my cable back.

Thankfully I took it to Iball and had it replaced.

It seems Croma is becoming reputed for such horrible customer service. They should change their slogan from "we help you buy" to "we aim to frustrate". Now, I am hesitant to ever step into a Croma shop again.

Is the CEO of the company asleep?