[Resolved]  HTC — HTC Service centre negligence and malpractices - regd

Address:

Chandigarh, Punjab

I had purchased HTC Desire U on 23/6/12 from Metropolitan Mall, MG Road Gurgaon. It was a birthday gift for my mom, who stays in Chandigarh. At the time of purchase I also opted for an extended warranty on the phone which is valid till 22/6/15. After just One month of purchase, we started encountering problem in the screen of the phone. There was lots of flickering on the unlocking the phone. Thereafter we took the phone to authorize HTC service centre (TVS Electronics Ltd, Sector 47) in Chandigarh. The phone was repaired and restored to normal functioning at the service centre. After 10 months, the phone again started showing the same problem with the screen. I again went to the service centre. The support staff was highly non-cooperative and unempathetic, I had to wait for four hours to get a small information that the extended warranty is to be availed from the agency only which is The Mobile Store Shop. The problem does not end here; there wasn’t any mobile care shop in Chandigarh, so I bought the phone to Delhi, to get it repaired and avail the extended warranty option. However when I went to mobile care shop in Delhi I came to know that the IMEI number mentioned on the repair report of service centre (TVS Chandigarh) and on the sticker on the back side of the phone, are different (which is a gross negligence or a deliberate action of TVS company..!!).This is no less than a fraudulent act of changing the identity of the handset without appropriate reconciliation with the services documents provided at the time of delivery of the repaired handset. A layman can’t verify these numbers without guidance from the services centre staff. Neither the staff told me to check these, nor any poster / any signage/ any slip mentions to check these numbers and also how to check these numbers. From there I brought my phone back to Chandigarh and went back to TVS service centre in Chandigarh. The staff posted is highly non-cooperative, ignorant, impolite and unconcerned. From the staff behaviour it was visible that they seemed to be aware of the malpractices and wrong doings being happening in the TVS centre. After dillydallying for four days and repeated visits by me and my family members to their office, they gave us a letter mentioning the serial number (same as that on the original packing box of the phone) of the phone is replaced by serial number as on the back of cover. They even assured me that the serial number is equivalent to IMEI number, believing on the excuse given I once again brought the phone to Mobile Store shop in Delhi. To my surprise, I came to know that there are 3 different IMEI Numbers, one which was mentioned on the papers provided after repair, the other pasted on the back of phone (sticker) and the third which was flashed on the screen after dialling *#06# Furthermore, there has been a physical damage caused by the TVS centre on my phone, because of which The Mobile Store is reluctant to provide the expected extended warranty services. I have been harassed to the utmost level. I am disgusted with poor quality of HTC phone and irresponsible attitude of your company staff. Such a response is not expected from the world renowned and reputed company like HTC. As one can understand that using a phone with an unknown IMEI number could also land the user into an untoward situation such as IMEI number now given to my handset could have been earlier used on a handset used by a criminal. Please resolve my grievance by ensuring the services are provided for restoring the normal functions of my handset and allotting a proper IMEI number duly certified by your service providers failing which I would be bound to take legal action against your company. Expecting a favorable and prompt action from your side.