[Resolved]  Croma — Fake promises, Harassment and horrible customer care and staff

Address:

Hyderabad, Andhra Pradesh

I bought a croma phone in October 2013, from croma store panjagutta hyderabad. while buying the mobile I Was told by the sales person that since croma has newly launched the product, if i experience any problem with the product within 1 year a replacement would be given immediately. Trusting the brand CROMA- a TATA enterprise and also seeing the sales person be so confident about the product I DECIDED TO BUY THE PRODUCT CRCB2129. Since march 2014 i started experiencing problems. initially it was the problem with camera and then with the flash. when I approached the service center I was told (raj kumar) replacement is not possible since this is the first time a problem occurred and if after service if problem persists again then CROMA would replace the mobile. While taking the mobile the customer service person said that I would get the mobile in 3-4 days and update would be given in the next 2 days THERE WAS NO UPDATE and after a wait of 20 days i got the phone back.. Again in June 2014 the problem started, this time it was the phone's earphone jack, when i approached the store again I was asked to identify the sales person who sold me the mobile and who gave the fake promise---feeling very embarrassed and insulted by the behaviour of the staff I gave the phone for repair again. This time I was told if the same problem repeats again then a replacement would be given for sure and this promise was made by the area head (rajesh kulkharni) and customer service executive( raj kumar). After a 20 day wait with repeated follow ups I got the mobile back hoping the problem would not repeat (since the customer service person said that the mother board itself was replaced with a new one) Again within 2 weeks same problem occurred - now when I asked for a replacement, they want me to first give the phone for service and it would be repaired and replacement is not assured How can i trust that if i give the product for service i would get a replacement. and how do u expect me to believe that the product would work properly. Every time the phone goes to the service center I am left with out a phone (smart phone) for many days. why is it that CROMA wants to play with the customers like this and give fake promises and everytime I go to the store feel very insulted though this is a genuine case, the response is rude. I have been writing mails continuously to RAJESH and the customer service asking for a replacement, BUT THERE HAS BEEN NO POSITIVE RESPONSE. Submitting the phone for repair means 15-20 days of not having the mobile in hand and in this generation where mobile phones have become an important part of our life.. Details of the mobile Model No: CRCB2129 Product Id- 178369 Transaction Number: SLF02A[protected] Date of purchase: 18.10.2013 Aparna