[Resolved]  Croma — 1 of 32 print all in new window complaint against croma for fraud - gave us an opened laptop piece

Address:	Mumbai City, Maharashtra, 400028
Website:	www.croma.com

Respected sir,
I am vinisha shah residing in dadar, mumbai. we recently purchased a dell laptop from croma, prabhadevi branch on : 17th june 2016 for my sister (darshi shah) as a birthday gift.
Bill details:
1. customer name: darshi shah
2.invoice no - aif02a[protected],
3. time of purchase: 4.35pm,
4. bill created by : mr. rohit dhawale.
The delivery date was given to us on 18th june 2016 as we wanted it before her (i. e darshi shah's) birth date i. e 19th june.
My parents apparently went to croma on the 18th june to get the delivery of the dell laptop. laptop details:
Model no - dell 5559/6g-i5/8gb ram/1tb-hdd/2gb-graphic card/windows-10/2yrnbd cc and mrp - rs. 54, 000/-

And to their utmost surprise, as the laptop box was given to them, the box was a little damanged from the bottom side. my father found something fishy, and called the croma sales - person to ask him that why is the newly packed laptop is such a state?
The sales person gave reasons like transportation defect etc., but my father did not believe it and hence, he thought that this might be a opened piece from below and is not a fresh one. he therefore refused to accept the laptop in such a state. on then asking several question to the sales manager named - mr. tarik, and the sales person - rohit dhawale, to inspect this matter they called the khargar croma go-down and asked about the situation.
On calling them, the khargar go-down labourers agreed that the box was opened from below and he accepted that this in front of my father. he also said that the color we mentioned (ie. grey) was not available with this model and therefore they put a demo piece in the box.
On knowing this, my father was highly shocked and called for the manager but as they were unavailable he left the matter and the salesman assured that another piece will be given to them and as soon as they call for the piece, the croma sales head will call and inform us.
We waited for nearly a week's time, but there was not even a single call or response from them. and they were least bothered with the mistake that had happened and there was no sense of responsibility with them.
On 27th june, monday along with my parents, i and my husband visited the store and called for the respective sales person. we asked them to tell us the matter in detail and as to why there was no follow up on their side.
They gave us reasons saying the color we asked for was not available. but as a matter of fact, since the start we had asked them if they have any other color available apart from 'grey' and which they denied. so just within a day, how can there be a color issue within the stock they have? we asked then if the box was torn and it was an opened piece, and the sales person names - mr. tarik agreed that it was a opened box.
We then called for the store manager, but the assistant store manager arrived and to our shock, she was totally unaware of this case. please note: the store manager and even the assistant manager was unaware of such happenings in the store, even after 12 days.

She asked us about the matter, and on listening to the matter, she told us that there is a color issue in this particular model from the company dell itself. that is, the color written on the box and the laptop color does not match and therefore to escalate that matter, they open the boxes to see the color if it is correct and the piece is then given to the customers.
So inshort the sealed piece can be opened by anyone. and this fault is not even known by the company dell.
So in such a case, if there was a problem like this, they should have not sold us the piece in the first place. why would you cheat customers like this?
And since the start we were not informed about any such issue or not even asked about any color option. tata is such a loyal company and if an opened piece is given to customers how is is supposed to be taken? i am still in shock that croma is doing such things and i feel that the upper level managers are totally unaware by this and may be this is a scam happening at a lower level.
Please note this: on going to the store we also noticed that the dell laptop box does not have one seal on its boxes, the boxes are sealed with the dell sticker 2-3 times and the seal sizes are also different. we also have a doubt about this and have totally lost faith and trust in croma. we also investigated other dell laptop boxes and they have only one seal sticker on the box. then how is this possible in croma? (we also have a photograph attached)
Coming back to the matter, we then asked ms. sarika kanade| assistant store manager to send an apology mail stating the whole issue and the fraud donr by them, which she ignored at first. she also told us that the matter is not known by the sales person and the piece is a fresh one, but she will still call for a fresh piece for us. we refused her deal and we wanted an apology mail stating the exact matter and the reason as to why such a thing was done.
She then next day sent a formal apology email which stated a sorry but no traces of the matter was found on the email and did not state any problem. on calling her immediately, she said that she has said a sorry but she still does not accept that there is a mistake done by them. (shocking to hear this)
That means they are okay with giving customers open pieces? and they do not find this a mistake on their part? it is not in their rules and regulations to provide their customers a loyal treatment and a fresh electronic device? are we supposed to par an mrp price for a opened piece /second hand item? why would we them come to croma? we would rather purchase from amazon and other e-shopping sites. and to our notice, they have still not told us the exact problem.
Sir, i am highly disappointed and want a fair answer and a compensating solution to this. i also have a video proof and if no action is taken, i will be forced to put up the video on the social media.
I am writing this email not to fight or for myself or because we have been cheated, i am writing this to inform you about the highly wrong practices happening in your company which you are unaware about which happens to be a bigger scam according to me.
Have attached the bill photos below for further details.
I request you to please probe into the matter and let us know the decision sooner or else we will be forced to move to the consumer forum if no action is taken.
Thank-you.

Yours sincerely,
Vinisha shah.
Dadar, mumbai.