My name is Sanghmitra Kumar and I had come to your Redington, Khar Service Centre on the 19th of April, 2011 with two of my blackberry 9700 model handsets, as I had been facing problems with both of them for ever since I purchased them on the 28th August, 2010.
For my white bold 9700 phone(case number BB0102312; IMEI number [protected]), I had requested a new model as I had been facing a variety of problems with that, for example, rapid battery drainage; phone volume not working properly, volume icon disappearance; frequent hanging and rebooting. I was also unable to sync my contacts and songs to my email - I had even asked your representative at the service centre to try it for himself to prove this. Since my phone is still under warranty, I requested for a new phone.
I was told that someone from blackberry would get in touch with me in the next 8 days to notify me as the phone would be sent to Chembur service centre first.
Now, eight days later, I received no calls from anybody. When I tried contacting the Redington Centre in Khar on the following numbers[protected],[protected] and[protected] no one picked up! I tried contacting the above mentioned numbers on the 27th and 28th of April, 2011 and only ended up being more and more disappointed and frustrated with an esteemed company like blackberry. Finally, after speaking several times to your customer service reps on[protected], I was given the Redington Khar Centre's Manager Sushil's number ([protected]).
My conversation with the manager was even more disappointing, for the following reasons:
1) I was told that my phone wasn't replaced, even though I had requested for a new one. When I asked him why, I wasn't really given a definite reason and when I mentioned that nearly everyone in my professional and personal circle who use blackberry have got their phones changed, I was told rudely that he isn't going to trust me until and unless I provide him with their IMEI numbers. Now, I understand that he needs proof but come on! Aren't your managers taught how to deal with customers amicably? What happened to customer service skills and communication skills? I would be more than happy to provide the company with IMEI numbers of all those people who have had their phones changed - even when it was their own fault, provided that I am assured nothing is going to happen to my friends' phones. I would hate to have them in any kind of trouble because I decided to take up this issue with you. I am sure that is understandable.
2) When I tried explaining to the Manager that if again and again I would be facing the same problem; its almost impossible for me to come down to Khar all the time and get my phone fixed on every occassion. The reply I got was infuriating!! I was told that since I have only been there once I shouldn't be complaining!! Part of my job requires me to be out of country at times and that's exactly what happened. I flew to Sydney, Australia on the 28th of August, 2010 (straight away a day after I purchased my phones) and again left the country on the 25th of December, 2010 and returned on the 6th of April, 2011. I fail to understand, how could I have possibly visited the centre in those days and also if this is the frequency of my visits overseas then clearly I would be unable to visit the centre again and again if problems persist - which was the main reason I had requested a new handset. Otherwise, I am not an who would happily get all my data deleted off my phone (because it wouldn't back up in the first place) just for the sake of a new handset.
Unfortunately, your manager was way too rude and as it is, apparently, he has nothing in his hands.
3) I had also brought my second phone, a black 9700 as it had minor problems too. I was told that the software needed to be updated and so I let your customer service rep do so. I asked him for an instruction manual as the software is new and would definitely have new features. I was told that the Centre doesn't have any and that I wouldn't need it anyway (I don't know why that assumption was made). As I got back home, after much struggle, I put all my contacts, picture, songs etc back into the phone. 2 days later, the phone all of a sudden shut down and all my data was deleted. I put all my data back again and once again the next day same thing happened. When I asked your manager, what could be done with that phone. I was given a vague reply that this isn't the phone's fault and I should back up my data. How is that even an answer to my problem?
I was an Iphone user previously and switched over to Blackberry, but now, I am extremely disappointed. At least a company has maintained their customer service standards, even in India.
I am really hoping and looking forward to a proper solution to my problem
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