[Resolved] iBall — Defective tablet repair/replacement

JagannathanK

from Mumbai, Maharashtra

Address:	Iball services pvt ltd location 87, Mistry Industrial Complex, MIDC Cross Road "A" Andheri (E), Mumbai 400 093
Website:	iball.co.in

I have purchased a Iball moviz pro tablet through flipkat end of Oct 2019. the product was in use for 5 months and had gone dead in Apr2020. Due to covid and no helpdesk / service center support i have emailed to customer care. Received a response to give it for service / repairs as it was well within warranty. After about 2 months in Jun2020 i gave the product in the Thane service center and confirmed with the customer care that they will try to repair sooner. From then i have been following up several times and every time the service center number comes out as not operational and emailed multiple times to receive that they will look into it. After having spoken with 3-4 people in iball customer care ( Mr. Sujan, Ms Rubina and 2 others) finally spoke to Ms Mandavi Dubey in the 1st week of Sep 2020.

The frustration is that everytime i reach out to a service personnel they say it will take 15 days. I waited with patience understanding the delay due to covid. But to my frustration, the responses were very generic and no real action was taken.

During the mid Sep2020 Ms Mandavi dubey stated that the product could not be repaired and she is taking approval for a replacement. She promised to confirm in a day or two. But failed. I further followed up after a week and Ms Mandavi, said she got approvals to send a replacement but stock was not available, she asked me to wait for 15 days. With my hope slightly improving that i wiwll get a replacement waited to follow up in the 1st week of oct i.e 6th of oct and i heard that they had already prepared the invoice and the dispatch will be done for me to receive the product within a week.

Today 13th of Oct i called, did a whatsapp followuwp with no response from Ms Mandavi dube and to her manager Mr. Jagdish - none of them pick my calls, with no status on the dispatch of the replacement product.

There has been a continuous false promises over the last 4 months and avoidance of customer call when i have been very polite and hearing them accomodating the wait.

To my frustration, with the customer care of i ball ignoring and avoiding a customer i get to a feel they are cheating me with false promises and have no intention to replace the product which was within warranty.

With great regret and dispair i want to post this complaint for necessary actions to provide me with a replacement product immediately or refund my money.

Regards
Jaganathan - Thane
Product service call code no. [protected]C001
mobile no [protected]

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Oct 20, 2020

Complaint marked as Resolved

replacement received but defective - Returned the replacement product at service center. Now they have technical issue to process in their system and the customer support is buying more time. Everytime i call they need couple of more days. I really dont know if they intend to resolve this. Customer is not important to this brand and keeps them frustrated with their in appropriate excuses. It has been months that they could not resolve. The very given fact that the replacement product is defective tell more about the brand with new devices not upto any quality standards.

iBall customer support has been notified about the posted complaint.

Oct 13, 2020

Updated by JagannathanK Gave another try to talk to mr Jagdish today for the 5th time and i got through his phone. After hearing my story and follow up, checked on the status to tell me that it seem the dispatch had happened but no courier detail available.

This is kind of a fairy world that such irresponsible answer to a customer after having made to wait for 4 months telling that they dispatched a replacement without a courier POD # to the service center.

Is this update reliable. Mr. Jagdish wanted me to call back in 30 mins after expressed regret that my calls are getting avoided in such follow up situation, i have no choice the customer care manager is not even thinking that he need to call and update the status on this. I will still call up in 30 mins to post a further update.

I dont care attitude of this brand service is unacceptable and unprofessional. Its a waste of money for the customers to go for this brand.

I wish to escalate this further on the ground that it looks prima facie that Iball just cheats customers with false promises and do not want to resolve the issue.

the brand must pay a price for such unprofessional business services.

Regards
Jagannathan
[protected]

Oct 14, 2020

Updated by JagannathanK Atlast the replacement is received and collected at the service center. Thanks i ball team.

Oct 15, 2020

Updated by JagannathanK I just marked this complain as resolved as the replacement for the product was provided. However to my dismay, the replacement product is a defective one which is giving me the following problems on day 1
1.Tablet hangs on every operation
2. Abrubtly switches off with a tup sound
3. All Google app services and few other apps like messaging, photos, gallery stops working and pops up a message to close the app
4. When i opened google chrome, half the screen display was just a scratch pixel and the rest of the screen blinks
5. Charging the tablet for 2.5 hrs improved battery by 12 %
6. After few restarts to get away from the system hang, the tablet failed to reboot and just blinking on screen with Iball logo

Have sent the videos and pictures of the tablet with the above problems and spoke to the customer care manager Jagdish and he reqquested to hand over the tablet again to the service center and he will ship another tablet as replacement

It seem to me that iball takes the customers for a ride with their rolling defective products received from one to the other. There is no customer centric approach on this service.

This was so frustrating and after almost 3-4 months i was breathing that i got a replacement yesterday but it short lived to follow the chase again.

How do i penalize Iball for this inconvenience ? Can they just refund my money

Thanks
Jagan

Oct 15, 2020

Updated by JagannathanK Please reopen this complaint Regards Jagannathan

Oct 20, 2020

Updated by JagannathanK Request the forum to reopen this case as it is not resolved and further delays on actions observed