[Resolved]  Croma — Missing of spare parts and made more damage to the laptop which was deposited for repair

Address:

D-14 TATA CROMA STORE, SOUTH EXTENSION, NEW DELHI

I K.Dakshinamoorthy purchased DELL Laptop Model No.dell 15 G3-590 9G15 8GB4X 512SSD Worth Rs.79, 000/- at Tata Cromo Store, South Extension New Delhi on 07/06/2020 vide Invoice No.SLA[protected] with a warranty of one year. Due to fall of small mobile over the laptop partial portion of LCD was damaged and backside of the laptop was intact which was in a condition it can be fixed. Due to which I have approached Tata Croma Store, South Extension New Delhi on 12/06/2020 and requested to make arrangement to repair the laptop. The representative of the said Customer Care Centre Mr.Harshit Kishore told me that a minimum of Rs.1392/- will be charged for inspecting charge further if any spare parts is required to be replaced the whole cost will be intimated to me through Phone or E-Mail if willing to go for further required to pay the charges through online to the Dell Service Centre.

2. I have not received any message or call from your Customer Care even after depositing the said laptop till 17/08/2021 delay of 06 days. Mr. simply received and kept as is is without taking any steps for sending the laptop to the service centre immediately. As such I have requested to Croma Customer Care but I had not received any information from the Tata Cromo Store, South Extension New Delhi. Hence, I had visited your Store on 17/08/2021 and requested to your Customer Care Centre representative Mr. Harshit Kishore to send it immediately as it is urgently required for online class study of the student.

3. After my enquiry the above said person informed me the following parts are required to be changed and the cost will be Rs. 18, 030/- (Rupees Eighteen Thousand Thirty only)

Model Dell 15 G3-590 9Gi5 8GB4X 512SSD +Off
Serial # HJFLGW2
Repair quote Rs. 16, 638/-
Inspection charges Rs. 1392/-
Further informed me that it will take two to four weeks as the spare parts are required to be obtained from Dell Company Bangalore. I was reluctant to change the Motherboard as it was in good condition and requested to replace the other two parts without loosing the datas of the Laptop. They told that the data cannot be saved. I told that it is only a matter of changing of body cover of the laptop viceversa how can the data be lost. They did not given assurance of the saving the datas of laptop.

4. . Considering the more time period asked for obtaining of spare parts I have requested to return the laptop without loosing of datas and further damage and paid Rs.1392/- (Rupees One thousand Three hundred and ninety two only) through online and asked to return the laptop on 20/08/2021 as it was urgently required.

5. After payment of Inspecting charge I have not received any information on return back of laptop upto 23/08/20210 till 11.00 AM as such I himself made a call to the Tata Cromo Store, South Extension New Delhi but the same was not attended. Then after a hour Mr. Harshit Kishore informed me that the Laptop was received back and asked to getback the same from the store.

6. As such I have visited your Store on 23/08/2021 at about 1415 hrs and asked to return the said laptop. After receiving the laptop I have noticed the laptop could not open and found it was fully damaged and some spare parts of the back side of the laptop are missing. (Photos attached). So I have asked Mr.Harshit Kishore to call any person and handover me the laptop in a condition when I was deposited for repair. But he simply said is your willing to receive or not. Further Mr. Harshit Kishore not a polite and not giving any satisfied answer. So I have approached the Manager of your store and given complaint. He had taken the photos of the laptop and told that he will send the complaint to the concerned service centre and will inform further progress.

7. My question is that the Charge of Rs.1392/- collected from me by Dell Service Centre is to make further damage to the laptop and made loss of the spare parts. I have seen the many Laptop Service Centres if the customer approach them with any grievance are redressed politely and tried to make better of laptop without collecting of charges. I have seen only this Dell Service Centre who has collected the charge to make further damage without any mercy and grace. Since I have not agreed for replacement of the Mother Board of the Dell Service Centre persons locked the laptop willingly and missed the back side of the spare parts. My complaint is against is only to the Dell Service persons and your Customer Care Centre representative Mr. Harshit Kisore.

8. Further my opinion is that Mr. the Customer Care centre representative of Tata Cromo Store, South Extension New Delhi is so careless and not redressing the customers politely and his service is not satisfactory. He has taken undue delay for sending the laptop to the service centre and not tried to return the laptop in the open condition as it was deposited and not taken any steps about the lost of spare parts. My suggestion to your Tata Cromo is to check the genuine of the said Dell Service Centre and immediately close the MOU or breakdown your contract had with this centre to prevent more spoiling of image of Tata Cromo store.

9. It is my request to take steps for making the laptop as like the condition while it was deposited by me also make arrangement to fix the missed spare parts of the laptop as earliest so I can approach other Centre for further repair. Also it is not confirmed the condition of the other spare parts of laptop. It will be confirmed only after sending this one to another service Centre. If any other spare parts are found damaged and if any breach of datas occurred it will be the sole responsible of the concerned Dell Service centre. Expecting good justice.

10. Further I am requesting to forward my grievance to the Main Dell company to take action against the concerned Dell Service persons for handling over of the laptop of worth Rs.79000/- in a careless manner and for lost of spare parts of the laptop please.