Iberry Auxus — New mobile phone issue

Address:	600001
Website:	iberry.asia/auxus_p8000

Mon, feb 29 2016 05:37 pm
Today morning in my mobile remove the sim card and re insert into mobile after that my mobile asking please enter the privacy protection password and network signal also not getting i cant use my mobile kindly resolved my problem.

Order number - ebay- id:[protected] on 06-jan-16.
Model: auxus prime p8000
Imei 1:[protected]
Imei 2:[protected]
Tue, mar 1 2016 02:18 pm - staff
Dear mahendra kumar g,

With reference to the telephonic conversation, we request you to share us the snapshots of the following to check the physical condition and assist you further.

1. Touch & display
2. Back panel
3. Frame

Hence, you can send us the snapshots as an email attachment by directly replying to this email or kindly attach and send it to [protected]@iberry.Asia to proceed further.

Best regards,
Auxus - technical support
Tue, mar 1 2016 03:09 pm
Img_20160301_[protected].Jpg (1.4 mb)
Mobile getting more heating.
Tue, mar 1 2016 03:30 pm
Img_20160301_[protected].Jpg (1.8 mb) img_20160301_[protected].Jpg (1.3 mb) img_20160301_[protected].Jpg (1.6 mb)
Hi iberry,

Refer ticket number #188342

Order number - ebay- id:[protected] on 06-jan-16.
Model: auxus prime p8000
Imei 1:[protected]
Imei 2:[protected]

I visit my near by service centre in salem . They reply its not possible
Here need to be send company in delhi it will take 1 month.

Herewith i have attached the screen shot for your reference.

Note:

1. Privacy password protection asking.
2. Mobile getting more heating can bale to hearing.
3. Mobile back camera clarity is not good.

Kindly replace my mobile .


Thanks and regards.
G.Mahendra kumar.

On tue, mar 1, 2016 at 3:09 pm, iberry auxus wrote:


Tue, mar 1 2016 04:46 pm - staff
Dear mahendra kumar g,

If you would like to analyse the product in our chennai service centre, kindly pack your auxus prime p8000 in the original box safely and securely to avoid any damage in transit and send it to the below mentioned address.

Iberry india [188342]
Building no: 4,
4/42 second lane beach,
Chennai - 600 001
Phone[protected].

We would not be able to claim the insurance against any damage from the courier service if the product is received in damaged condition.

Best regards,
Auxus - technical support
Wed, mar 2 2016 06:13 pm
Hi,

As per trailing mail i send my mobile safety and securely through
Professional courier service may be it will be reach tomorrow.

Note:list of issue:

1. Privacy password protection asking.
2. Mobile getting more heating can bale to hearing.
3. Mobile back camera clarity is not good.


Note:

If any software updation i will accept .
Any service are changing the board anything will not accept in such case
Replace to new mobile.


While return would not be able to claim the insurance against any damage
From the courier service if the product is received in damaged condition.


Regards,
G.Mahendra kumar


On tue, mar 1, 2016 at 4:46 pm, iberry auxus wrote:


Thu, mar 3 2016 11:35 am - staff
Dear mahendra kumar g,

With reference to the trail mail, we thank you for sharing the confirmation we will update once we receive the product at the chennai service center.

Hence, we request you to bear with us in the interim.

Best regards,
Auxus - technical support
Fri, mar 4 2016 07:13 pm
Status_2016_03_04_190542.Png (30.6 kb)
Hi,

We didn't get any conformation message from your end myself track the
Courier service, product is delivered.Kindly find the attachment.

Kindly update the status.


Regards,
G.Mahendra kumar.

On thu, mar 3, 2016 at 11:35 am, iberry auxus wrote:


Fri, mar 4 2016 07:37 pm - staff
Dear mahendra kumar g,

We are in receipt of your product and it has been forwarded to our technical team.

We will update you the status within 3-5 working days.

Received contents:

1. Phone,
2. Battery,
3. Back panel.

Best regards,
Auxus - technical support
Wed, mar 9 2016 12:36 pm
Hi,

Still yet not received any status regarding my mobile.

Regards,
G.Mahendra kumar
Thu, mar 10 2016 03:44 pm - staff
Dear mahendra kumar g,

As discussed over the phone, your product is being handled by our quality checking team and we are expecting the revert on the same in 24-48 working hours.

We will keep you posted on this.

Best regards,
Auxus - technical support
Mon, mar 14 2016 10:32 am - staff
Dear mahendra kumar g,

We have dispatched your product to the given address on 12-mar-2016 through speed post and the awb number is et[protected]in

For any assistance, kindly contact our customer care toll free support[protected] between 10 am to 6 pm on all working days.

Best regards,
Auxus - technical support
Mon, mar 14 2016 01:21 pm
Hi,

I will update once we receive the product.

Note.

Kindly give the detail what service is done against my query's.


Regards,
G.Mahendra kumar.
Tue, mar 15 2016 05:04 pm - staff
Dear mahendra kumar g,

As per the update from our technical team, we have replaced the finger print sensor of your product and updated with the latest firmware available with us.

Kindly update us once you receive the product.

Best regards,
Auxus - technical support
Thu, mar 17 2016 03:50 pm
Hi,

Thank for your reply ..

Since i am in out of state i am unable to check the product i will return
Back on monday and reply you.

Note:

What about more heating ?
Camera clarity issue?

Regards,
G.Mahendra kumar.

On tue, mar 15, 2016 at 5:04 pm, iberry auxus wrote:


Mon, mar 21 2016 12:29 pm
Hi,

I received my phone but problem is not yet solve after 15 day only that privacy protection password is release.

Important note:

My finger print password is not working.
My mobile battery back cover is little bit bent damage.
Still mobile heating and camera clarity not yet solved.
Myself already inform you any service are changing the board anything will not accept in such case.

Regards,
G.Mahendra kumar.


Tue, mar 22 2016 12:46 pm - staff
Dear mahendra kumar g,

As discussed over the phone, kindly share us the snapshots of your product to analyse the issue and assist you further.

Best regards,
Auxus - technical support
Tue, mar 22 2016 01:34 pm
2016_03_22_130429.Png (0.2 mb) img_20160322_125108.Jpg (1.4 mb) img_20160322_125205.Jpg (1.1 mb) img_20160322_125249.Jpg (1.1 mb) open_2016_03_22_132255.Png (46.3 kb) img_20160322_125123.Jpg (1.5 mb)
Hi,

As per discussed herewith i have attached the screen shot and video file
For your reference.

Kindly do needfully.

Please note.

After purchase new mobile i have not even used for 15 days.


- while speaking over the mobile for minimum 10mins, its getting over
Heated. We cannot speak for long time.
- battery & quality check seal is tampered.
- finger touch sensor is not working.
- camera clarity is not good.


Thanks and regards,
G.Mahendra kumar


On tue, mar 22, 2016 at 12:46 pm, iberry auxus wrote:


Tue, mar 22 2016 03:17 pm
Img_20160322_150918.Jpg (1.6 mb)

Hi,

We missed out one point against the ticket 188342.

Mobile back panel cover is not fixing properly kindly find the attachment. As discussed with phone.
Thu, mar 24 2016 11:27 am - staff
Dear mahendra kumar g,

As discussed over the phone, we have forwarded your call back request to our escalation team and you will get a revert on the same within 24-48 business hours.

Best regards,
Auxus - technical support
Thu, mar 24 2016 03:53 pm - staff
Dear mahendra kumar g,

As discussed over the phone, we have forwarded these details to the concerned team and we are expecting the revert on the same within 24 business hours.

Best regards,
Auxus - escalation desk
Mon, mar 28 2016 05:26 pm - staff
Dear mahendra kumar g,

As discussed over the phone, we request you to share us the snapshots of the following to check the physical condition of your product.

1. Touch & display
2. Frame
3. Back panel

You can send us the snapshots as an email attachment by directly replying to this email or kindly attach and send it to [protected]@iberry.Asia to proceed further.

Also, on escalation we have received an approval to initiate the pickup for your product.Hence, we request you to update us your complete address with postal pin code for further assistance.

Best regards,
Auxus - escalation desk
Tue, mar 29 2016 02:40 pm
Img_20160329_[protected]_hdr.Jpg (1.5 mb) img_20160329_[protected]_hdr.Jpg (2.1 mb) img_20160329_[protected].Jpg (1.3 mb) img_20160329_[protected].Jpg (1.3 mb) img_20160329_[protected].Jpg (2 mb) img_20160329_[protected]_hdr.Jpg (1.6 mb) img_20160329_[protected].Jpg (1.4 mb)
Hi,

As discussed over the phone, i share the snapshots of the my product.


Kindly replace the my mobile are give me the cash back.

Issues:


- now i am facing display problem while making a call screen is getting
Plinking.
- back panel cover is not stetted properly.

- while speaking over the mobile for 10 min, it’s getting overheated, we
Cannot speak for long time.

- battery & quality check seal is tampered.

- finger touch sensor is not working.

- camera clarity is not good.


Pick up address:


Knk nexgen construction private ltd, ,
Greystone home llp, #359
Ashoka pillar road, jayanagar 1st block,
Madavan park.
Oppsit indian oil petrol bunk.
Bangalore -560011.
Mobile –[protected].

Regards,
G.Mahendra kumar


On mon, mar 28, 2016 at 5:26 pm, iberry auxus wrote:


Tue, mar 29 2016 04:35 pm - staff
Dear mahendra kumar g,

As discussed over the phone, pickup will be initiating at your address by 30/03/2016 and within 3 to 5 working days the courier person will collect your product from the mentioned address.

Kindly pack the product in the original box safely and securely to avoid any damage in transit and hand it over to the courier person.

We would not be able to claim the insurance against any damage from the courier service if the product is received in damaged condition.

Please mention the "to address" as given below:

To,
Iberry india [188342]
Building no : 4,
4/42 second lane beach,
Chennai - 600 001
Phone[protected]

Kindly update us once the pickup is done.

Best regards,
Auxus - escalation desk
Wed, mar 30 2016 03:51 pm - staff
Dear mahendra kumar g,

As per the update from the concerned team, pickup has been initiated at your address with the following collection reference number:53584 through bluedart courier. Hence, kindly update us once the pickup is done.

Best regards,
Auxus - escalation desk
Sat, apr 2 2016 10:31 am
Hi,

Still yet no one come and pick-up the product.Kindly initiated the pick up service fast.

Regards,
G.Mahendra kumar.
Sat, apr 2 2016 02:43 pm
Hi,

Product is delivered to bule dart .

Pod- [protected].
Sat, apr 2 2016 03:22 pm - staff
Dear mahendra kumar g,

Thanks for your message.

We will update you once we receive the product in our chennai service center.

Best regards,
Auxus - escalation desk
Mon, apr 4 2016 05:59 pm
Courier_2016_04_04_175242.Png (16.7 kb)
Hi,

Not yet get any update from your end about my product received are not.

While track the order courier status showing shipment delivered.Kindly find the attachement.

Regards,
G.Mahendra kumar.
Tue, apr 5 2016 03:51 pm - staff
12718.Jpg (0.2 mb)
Dear mahendra kumar g,

We are in receipt of your product. During the preliminary analysis we noticed that your device has suffered a physical damage(Battery door damaged). Since your product has suffered a physical damage the warranty is void and we will be able to process it only under paid service.

We will be updating more details on this shortly after your device is thoroughly analyzed by our technical team.

For your information, kindly find the snapshot of your product from the attachment of this mail.

Received contents:

1. Phone,
2. Battery,
3. Back panel.

Best regards,
Auxus - technical support
Tue, apr 5 2016 06:20 pm
Hi,

I have been very gentle with your standard process & after following all ur process every time ur customer support disappointed me. I am well educated from it back gourd. I know the basic that we should not tamper new mobile phone & if we tamper we cannot claim warranty. Even i[censored] have some basic call centre ethics please listen to my conversations with your customer support executives. Before i received ur mail about tampering the mobile phone i have informed ur executive that ur (Technician) tampered my mobile phone battery & damaged back panel while replacing finger print sensor. More over if some great technician replaces something from mobile phone they should send damaged part (Finger print sensor) to me along with mobile phone in return courier i[censored] have replaced finger print sensor or not how do i believe now? I have already asked all these questions before to ur customer support executive, please analyse call records for better clarification. Even i have sent a mail with screen shots & videos on "tue, mar 22 2016 01:34 pm". I already lost my patience, whatever problems i was

Mobile getting more heating can able to hearing.
Mobile back camera clarity is not good.
Finger print sensor not working
Battery tampered by ur technician
Back panel has been damaged by ur technician
Display is blinking after finger print sensor replaced by ur technician.

After all spending good amount of money on ur brand new mobile phone which i received from ur end am not satisfied with it, so its better replace my mobile phone or refund my money back with all courier charges which i spent & also demanding for compensation for spending my time on ur worthless services. If not i have all the conversation recordings with ur customer support support executive & mail conversation records. I will post it in all "social media's" & also go with legal actions.

Regards,
G.Mahendra kumar.
Tue, apr 5 2016 06:23 pm
Hi,

I have been very gentle with your standard process & after following all ur
Process every time ur customer support disappointed me. I am well educated
From it back gourd. I know the basic that we should not tamper new mobile
Phone & if we tamper we cannot claim warranty. Even i[censored] have some basic
Call centre ethics please listen to my conversations with your customer
Support executives. Before i received ur mail about tampering the mobile
Phone i have informed ur executive that ur (Technician) tampered my mobile
Phone battery & damaged back panel while replacing finger print sensor.
More over if some great technician replaces something from mobile phone
They should send damaged part (Finger print sensor) to me along with mobile
Phone in return courier i[censored] have replaced finger print sensor or not how
Do i believe now? I have already asked all these questions before to ur
Customer support executive, please analyse call records for better
Clarification. Even i have sent a mail with screen shots & videos on "tue,
Mar 22 2016 01:34 pm". I already lost my patience, whatever problems i was

Mobile getting more heating can able to hearing.
Mobile back camera clarity is not good.
Finger print sensor not working
Battery tampered by ur technician
Back panel has been damaged by ur technician
Display is blinking after finger print sensor replaced by ur technician.

After all spending good amount of money on ur brand new mobile phone which
I received from ur end am not satisfied with it, so its better replace my
Mobile phone or refund my money back with all courier charges which i spent
& also demanding for compensation for spending my time on ur worthless
Services. If not i have all the conversation recordings with ur customer
Support support executive & mail conversation records. I will post it in
All "social media's" & also go with legal actions.

Regards,
G.Mahendra kumar.

On tue, apr 5, 2016 at 3:51 pm, iberry auxus wrote:


Thu, apr 7 2016 01:03 pm - staff
Dear mahendra kumar g,

As discussed over the phone and as per the update from our operations team, your product is being handled by the testing team in our chennai service center and we will update you the status within 2-3 working days.

Best regards,
Auxus - escalation desk
Fri, apr 8 2016 03:34 pm - staff
12718_p8000_compressed.Mp4 (7.4 mb)
Dear mahendra kumar g,

Kindly find the attached video of your product's functionality and share us the confirmation to dispatch the same.

Best regards,
Auxus - escalation desk
Mon, apr 11 2016 05:59 pm - staff
Dear mahendra kumar g,

As discussed over the phone, we request you to check the video proof of your product's functionality which is shared in the previous mail and confirm us to dispatch the same.

Best regards,
Auxus - escalation desk
Wed, apr 13 2016 12:02 pm
Hi team,

Before confirming i need some clarifications regarding ur resolutions:

Mobile getting more heating can able to hearing. (Unresolved: its not visible in ur latest video clipping)
Mobile back camera clarity is not good.(Unresolved: its not visible in ur latest video clipping)
Finger print sensor not working. (Resolved: as i checked u have confirmed that finger print sensor is working)
Battery tampered by ur technician.(Unresolved: its not visible in ur latest video clipping)
Back panel has been damaged by ur technician. (Resolved: its not visible in ur latest video clipping)

Display is blinking after finger print sensor replaced by ur technician. (Resolved: as i analysed ur video clipping hope this issue is been resolved).

But please check with my other unresolved complaints mentioned above & get back to me at the earliest. Am already in pain by paying cash to ur mobile phone but still not there is huge delay in giving permanent resolutions for my above complaints.

After ur resolution if i face same above issues or any technical issue with the same mobile phone, kindly refund the complete amount or replace the new mobile phone.

Regards,
G.Mahendra kumar
Thu, apr 14 2016 11:34 am - staff
Dear mahendra kumar g,

With reference to the trail mail, we would like to inform you that we have forwarded a request to the concerned team to reanalyze your product and requested to place on observation to check the status. Also we will make sure that your product is checked thoroughly and all the bugs are fixed before it is dispatched to you.

Best regards,
Auxus - escalation desk
Sat, apr 16 2016 11:29 am - staff
Dear mahendra kumar g,

Kindly find the attached video link of your product's functionality and share us the confirmation to dispatch the same.

Best regards,
Auxus - escalation desk
Sat, apr 16 2016 11:30 am - staff
Dear mahendra kumar g,

Kindly ignore the previous mail.

Kindly find the attached video link of your product's functionality and share us the confirmation to dispatch the same.

http://www.Iberry.Asia/video/12718_20160414.Zip

Best regards,
Auxus - escalation desk
Sat, apr 16 2016 12:14 pm
Hi,

As i checked the video link hope my issues been resolved to recheck on the same kindly send my mobile back to me. But please make sure there should not be any technical error or physical damage from your end. Each time i cant run piller to post as i already wasted my time by purchasing ur mobile.

Regards,
G.Mahendra kumar
Sat, apr 16 2016 03:01 pm - staff
Dear mahendra kumar g,

As discussed over the phone and as per the update from our operations team, your product is getting dispatch today to the mentioned address and we will update you the tracking details once it available with us.

Best regards,
Auxus - escalation desk
Sat, apr 16 2016 07:08 pm - staff
Dear mahendra kumar g,

We have dispatched your product to the given address on 16-apr-2016 through aramex and the awb number is [protected]

For any assistance, kindly contact our customer care toll free support[protected] between 10 am to 6 pm on all working days.

Best regards,
Auxus - technical support
Thu, apr 21 2016 12:07 pm
Hi,

Am worried that i have purchased mobile phone or micro woven. If am on call/using any app for 2 mins mobile is getting over heated. Moreover mobile sim1 slot is loose. Awaiting for your permanent resolution. I have raised many issues before it took long time to resolve even it was not my fault. Each time i will raise issue you people take your on time to resolve issues & sending my mobile each time through courier doesn't work out. I already informed you guys to give permanent solution. But each time u guys failed in that. So please ask any of your manager to contact me with complete history of my complaints with proper solutions. Hope you guys get back to me soon.

Reagrds,
G.Mahendra kumar.
Fri, apr 22 2016 04:49 pm - staff
Dear mahendra kumar g,

As discussed over the phone, kindly visit the nearby authorized service center with the invoice copy for further analysis of your product and update us on the same.

For more information about our service centers, please visit http://sc.Iberry.Asia/

Best regards,
Auxus - escalation desk