[Resolved]  Titan (From Tata) Watch From Shoppers Stop (Prozone Mall Aurangabad) — Bad product and worst after sales service

Address:

Aurangabad, Maharashtra

I bought Titan watch from Shoppers Stop (Prozone Mall) Aurangabad MH and due to manufacturing problems (twice) the watch has been with the stores from last 1 month. I am not satisfied with the product and the type of after sales service the store is providing. I want my full refund.

Bought TITAN (Octane series) watch, model no: NA9308KM02 on 22nd November 2012 for Rs 7100/-
After wearing it for 4-5 hours (within a week) the plating started to fade and a mechanical (timer hands of chronograph) related problem appeared
On 26th November 2012 I went to Shoppers Stop and they told me that it may be due to perfume used by me (which I didn't) there was problem in the plating, but they would still replace it. I insisted that I don't need this model, so please get it replaced. But they still provided me with the same model. I told them that it will have the same problem and asked them what will they do if it happens again? They said that it was a rare problem and this would not happen again, but if it does, the watch will be sent to service center and will take 15days
Same problem appeared with the second watch and I told them to replace or get me a refund on 28th November 2012. They again suggested that it can be due to the perfume I may have used (which I didn't) but they will send it to service station to get it checked and I will be updated regarding the same within 15 days
By the time I contacted Titan corporate office (as Titan website don't have details in the contact us tab) regarding the problem and requested a refund. Ramesh from Titan customer service responded me that they will get back to me soon and provided contact personals in Bangalore to get my problem solved. I contacted Bangalore personals but no one replied to my email
No one updated me about the status of the watch even after 15 days so I personally went to the stores and requested for the status. When I didn't get any concrete response, I asked for the store manager (Mr. Mujheb Khan) and he came to review my problem. Who is the most unprofessional person I ever met. While communication with Mr. Khan I was continuously projected as guilty of the whole situation and told that they did me a favor twice by replacing. I reminded him that it was in warranty and it's something company should stand by, not as a favor, but as a service. But he constantly referred it as a favor and talked in a kind of a rude way (not a way a customer should be treated). He then increased the service time needed to 21 days from 15 days. After insisting for a refund and due to some personal calls we received from a Titan personal (Mr. Vishal Titan customer care from Pune) he gave me an option to select a different brand (other then Titan). I selected a different model (Fossil) and was told that they will get back to me once they get a official confirmation about the service.
Later recently I received a call and was told that I have to select any other watch from stores. So I went to the stores and asked for the Fossil watch I selected but was told that it was not their and they didn't receive any orders to keep the watch aside for me. Frustrated I went to the stores and asked for a full and final full refund and asked for Mr. Khan. Mr. Khan again changed and told me that I now have to select any watch from Titan only.

At the first place, I am frustrated by the type of product Titan provided and on top of that I really feel offended by the type of after sales service Titan and Shoppers Stop are providing me as a customer. I would have happily selected any other watch, instead of cash, before. But after having the first hand experience of type of after sales service provided I don't want to keep any of the watch or its service related to Titan or Shoppers Stop.

Please check my service slip attached.

Thanks you,
Best regards,
Nitin Sharma