[Resolved]  Croma — Defective product and very poor service

Address:

Bangalore, Karnataka

Dear madam/ sir I bought a new HTC 816 at Croma retail outlet ( below mentioned address) in bangalore on 27th July . Infinity retail ltd SRP Arcade building, 3rd stage, 100ft road Bangalore 85 Store Manager: Manjunatha ( can be reached only by tomorrow afternoon) Customer care executive : Charles. ! The very same day, I found to my surprise the front camera of the mobile was not working . As I had no time to go back, I went to Croma today ( 6th August) After a 1 long hour of wait (Croma team was trying to fix) around 9.30 pm they said either I can directly give it in HTC. Or Croma can help me in sending it to HTC . Was Croma trying to do me a favour? I have been put to lot of difficulty because of this issue, but the gentlemen in the customer service couldn't understand our concern and kept insisting that is just a small problem. Insensitive ! If the product is new and on the first days itself there is a defect, doesn't it mean that Croma has sold a defective product to me ? If that is the case why I need to accept such a defective product. Croma was very keen in getting feedback form filled and to sell the extended warranty for my mobile .(during sales) But when there is an issue, they talk SOP and policy . They don't even accept or understand the difficulty they put me through.( complete change in approach towards a customer ) . It's like while selling you commit everything on behalf of your product brands but if something goes wrong then Croma behaves like a third party. Trusting the retail brand and with my previous experience i went to Croma, that was my mistake, I really regret. The overall handling of this issue was pathetic and I seriously request an reply from a senior official for the difficulty that your have put me through. Even when I ask for store manager contact details the staff at the outlet were very reluctant . This shows the real attitude and approach of customer service ( this is seriously a problem with the management) and definitely not the staff. Looking for a quick response and a positive solution . I need the HTC. Phone to be replaced. Sent from my iPad