Micromax Informatics — Deposited for serving more than 4 months

Binay Kamila

from Delhi, Delhi

Address:	Kolkata, West Bengal, 700123
Website:	www.micromaxinfo.com

Sir/Madam,
Taking multi-dysfunctions of my Micromax Mobile Set (A102), I went to your authorized Service Centre (M/S Optimal Solutions) at 32/2, Barasat Road, P.O – Nonachandanpukur, Barrackpore, Kolkata – 700122. On 01.10.2015 I could not deposit my handset on account of ‘No Network Connection or Non-accessible to internet’ (as stated to me by the employees). On 03.10.2015, I could get my handset checked by the attending engineer and had deposited with the said Service Centre (as asked to do so) for repairing-cum-servicing. On 6th October, 2015, I received an SMS that reads, ‘Dear Customer, Your device deposited with us under jobsheet no. E[protected] has been repaired. Please collect it from the Service Centre’. Managing my time & travelling a long distance (about 200 kilometres) from my place of dwelling (Vill – Badalpur; P.O – Uttar Badalpur; Contai; Purba Medinipur – as noted in the jobsheet), I came to the said Service Centre on 10.10.2015 (before the Bengalees’ greatest festival, Durga Puja). Surprisingly, I found that the problems are as it was in spite of the claim from the end of the employees that the set has got repaired from the company’s head office. Rather, more problems are detected on the said date. When I brought the issues to the notice of the engineers of the Service Centre, they took my mobile set back and handed over a new jobsheet (E[protected]) to me. The festive season got over without my cell phone for access. Neither I could click some photos while hopping the puja pandals nor connect with my friends, family members wishing them ‘Suvo Bijaya’. In absence of this dual-SIM mobile phone, I had to incur huge loss calling people with higher call rate (call charges go Rs. 1.25 per minute from my BSNL; [protected] & 80 Piasa per minute from my Airtel; [protected]). Calls to the printed contact nos. (033) [protected] & [protected] could not be reached even after tens of attempt.

Finally, I went to the said Service Centre on 17.11.2015 (incurring a loss of nearly Rs. 500/- towards Travelling Allowance & expense to refreshment as done earlier too) but to my utter astonishment the officials informed me with the words, ‘We are no more authorized Service Centre of Micromax. Better you contact directly with the Head Office via [protected]@micromaxinfo.com & [protected]@micromaxinfo.com referring E[protected] as the Reference no. your Mobile Set has been dispatched to the Head Office’.
Here arises a number of questions:
1) If a mobile set remains for nearly 2 months in your custody for repairing & servicing within the warranty period of 1 year, what is the need o[censored]sing a mobile set?
2) Who will pay the expense (Rs. 500/- each time excluding DA: tickets are available for submission to you if demanded) towards TA, DA & refreshment for coming to your authorized Service Centre for 4 times?
3) What about trust & reliance upon a brand like Micromax that cannot repair properly in one attempt? If a product of your does not go smoothly within the warranty period (of 1 year), how can a customer-cum-consumer rely upon your company & products? If you take nearly 2 months to reissue a mobile set to a customer after repairing & servicing (still unknown whether it would work properly), what is the need of purchasing a product from your company?
4) If a mobile set starts travelling or resting under hundreds of deposited mobile sets at your Service Centre for a long period of 2 months, the external appearance will go scratchy, soily etc. Who (owner of the belonging) is ready to take it back?

Therefore, I request you to refund the purchased amount (Rs. 7, 250/-) at an earliest. I am in no situation to continue with the product. Since the mobile set along with mobile accessories are in your custody, there is nothing to give you back. I am herewith furnishing my bank a/c to get the issue settled in an amicable way.
Thanks,
Mr. Binay Kamila
+91 [protected]/+91 [protected]

UCO Bank (Contai Branch)
SB A/c no. [protected]
(in the name of BINAY KAMILA)
IFS Code: UCBA0002382

I hope you have received my last communication with the attached files therewith more than 1 month back but no response has been responded to me till date except the one communication that read, "We would be able to resolve the issue with your handset in a short span as it is been taken care on priority by our repair team" on 4th December, 2015 from your end. Once again, I am herewith attaching the complaint for your easy reference. Since your policy is to harass a bonafide consumer (here, me) in a long term process depriving me accessing my mobile for long. In my last complaint, I only requested you to do the transaction of the purchasing amount. Now I have all the right to blame your company for comprehensive & continuous harassment extended to me and claim for the amount as incurred by me towards travelling expenses & loss of my daily allowance. Let me specify herewith: 1) Rs. 2000/- towards travelling expense as incurred by me during the last 4 visits to your authorized Service Centre at Barrackpore (the same has already been noted in the attached file), 2) Rs. 3333/- towards the loss of my 4 working days, 3) Rs. 7250/- towards the purchasing amount of my mobile set Adding up the total, I am requesting you to clear the total amount (Rs. 2000 + Rs. 3333 + Rs. 7250) of Rs. 12583/- as early as possible. Else, I will proceed with the case in the appropriate forum with further compensation towards harassment & litigation cost including communication cost. I hope you can understand the exact situation of my grievance & do the needful at the earliest.
Thanks,
Mr. Binay Kamila +91 [protected]/+91 [protected]

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Micromax Informatics customer support has been notified about the posted complaint.

Nov 19, 2016

Updated by Binay Kamila To,
Mr. Susanta Banerjee,
Territory Service Manager,
West Bengal
Micromax Informatics Ltd.
E-mail: [protected]@micromaxinfo.com
Mobile: [protected]
15th November, 2016

Subject: Intimation for action to be taken against grievance-cum-complaint redressal & clearance of claimed amount.

Dear Mr. Susanta,
Enough is enough. Being a reputed mobile phone company in India, please stop hide-and-seek with a genuine customer (here, me) & no more. Even you have taken more than 1 month (counted from your last reply through e-mail dated 05.10.2016) since the day you have responded (& more than a year since the day I deposited my gadget) to settle the issue. You (your company) have got enough time to take corrective measures towards customer grievance redressal. But it’s over in terms of the bitter relationship (that too has been converted by you) between a company and a customer.

Whereas,
1) I am a valid & bonafide customer, who purchased the mobile with the purpose of my personal use – mobile phone being an essential electronic gadget to keep onesel[censored]pdated & connected with the rest of the world,
2) The said electronic gadget went out of order/needed repairing-cum-servicing within the stipulated period of warranty,
3) The said electronic gadget was deposited twice at your authorized service centre (at Barrackpore) to get the said gadget repaired - first one being just a farce or a matter of befooling a customer,
4) You finally did not give my mobile back citing the reason of the said authorized service centre's authorization being deactivated,
5) My repeated communications over telephone & email has yielded no result - you did not pay heed to my grievance-cum-complaint-cum-requests,
6) You tried to transfer the responsibility to the then employees (Mr. Saiful & others) of that service centre,
7) When contacted the then employee (Mr. Saiful currently employed as Service Engineer at Infocus, 195, Barasat Road, near Syndicate Bank, Kolkata - 700122; Office Contact: [protected]), he again shouldered the responsibility upon you citing that he is no more an employee of Micromax - thus, in no way connected or to be held responsible for the reported missing of the mobile (or to find out the custodian of the mobile),
8) It appears to me to be the game of hide-and-seek – that you all started,
9) I approached the Assistant Director, Consumer Affairs & Fair Business Practices, 24-Parganas (North) R.O for the mediation and amicable settlement,
10) In spite of the initiative on the part of & repeated reminders issued by the Assistant Director, Consumer Affairs & Fair Business Practices, 24-Parganas (North) R.O, you did not turn up for the smooth settlement,
11) Finally, your e-mail revealed to the fact that the mobile is in the custody of the Mr. Saiful & others,
12) It is clearly understood to the fact that the then employees applied their deceitful practices & kept the mobile in their custody for the purpose of gainful profit (either for their own use or for the sale of the mobile) keeping the actual owner (here, me) in complete darkness extending utmost harassment for more than 1 year,
13) The motif & general concept of the then employees was that a customer (here, me) is sure to quit the legal battle to get his/her mobile phone back if harassment is extended or no reply is given and finally give up following up after couple of months - thus the same mobile will be their own without claim any more – a very tricky cheating practices being practiced by them,
14) I continued my fighting for more than a year incurring huge loss from my own pocket – thus could unearth the whereabouts of the said mobile,
15) Your irresponsible & casual approach towards settlement of the claim is quite shocking,
16) The attached final order from the end of the Assistant Director, Consumer Affairs & Fair Business Practices, 24-Parganas (North) R.O is self-explanatory. It has been crystal clear to me that you do not want to comply by responding to the office’s call for a mediation etc.
17) The Assistant Director, Consumer Affairs & Fair Business Practices, 24-Parganas (North) R.O has finally recommended to approach the appropriate forum for redressal,
18) The trust & reliance upon your company (& products) is no more reposed – as I had at the time of purchasing the mobile,
19) You have already been informed of a new phone (purchased) which I have been using,
20) I do not need another additional mobile (if replaced by you with a new one) for use,
21) I categorically specified earlier in my repeated communications for the refund along with amount towards compensation,

Therefore, I request you, through this last communication, to reimburse the claimed amount of Rs. 17, 583/- as on 22.05.2016 (the copy addressed to the Assistant Director, Consumer Affairs & Fair Business Practices, 24-Parganas (North) R.O reflects so). Adding to this, I am seeking compensation of additional Rs. 10, 000/- (total comes to Rs. 27, 583/-; rupees twenty seven thousand five hundred and eighty three only)) for the harassment further extended for another 6 months (since 22.05.2016). The banking transaction details are given below for the smooth, easy & convenient transaction at the earliest positively within 4 working days since the day of receipt of this communication by e-mail/postal service or by the end of this week (whichever earlier). Else, I will be compelled to approach the appropriate forum for legal action with higher amount of compensation (to be added for litigation cost, interest to be levied etc.).
I am herewith furnishing my bank a/c to get the issue settled in an amicable way & at this stage.
UCO Bank (Contai Branch) SB A/c no. [protected]
(in the name of BINAY KAMILA); IFS Code: UCBA0002382

Thanks,
Mr. Binay Kamila
([protected]@gmail.com)
+91 [protected]/+91 [protected]
Please find the enclosures:
a) The copy of complaint dtd. 22.05.2016 for amicable settlement addressed to the Assistant Director, Directorate of Consumer Affairs & Fair Business Practices, Barrackpore Regional Office, Kolkata – 700123
b) Final Order copy from the end of the Assistant Director, Directorate of Consumer Affairs & Fair Business Practices, Barrackpore Regional Office, Kolkata – 700123
c) Copies of job-sheets generated at the time of depositing the mobile set at the said Service Centre,
Copies forwarded for kind information & necessary action thereto at the earliest,
1) The honourable Minister-in-Charge, Consumer Affairs Department, Government of West Bengal, Kreta Suraksha Bhawan (3rd Floor), 11A, Mirza Ghalib Street, Kolkata – 700087
2) The Director (PG), Department of Consumer Affairs, Krishi Bhawan, New Delhi – 110001 ([protected]@gov.in)
3) The President, District Consumer Disputes Redressal Forum, Kolkata Unit – I, 8B, Nelie Sengupta Sarani (4th floor), Kolkata – 700087
4) The Assistant Director, Directorate of Consumer Affairs & Fair Business Practices, Barrackpore Regional Office, Kolkata – 700123 (adcafbp.cad.[protected]@nic.in)
5) National Consumer helpline ([protected]@nationalconsumerhelpline.in)
6) The Designated Official, Micromax House, 90B, Sector – 18, Gurgaon – 122015 ([protected]@micromaxinfo.com; [protected]@micromaxinfo.com)
7) The Right Based Approach Society, G-8A, 94/4, Patparganj Main Market, Mayur Vihar, Phase – I, Delhi – 110091 ([protected]@consumerredressal.com)

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Comments

Micromax Informatics Customer Care

from Delhi, Delhi

Verified Support

Hi,

Sorry to hear about your experience. Please share your concern at http://micare.micromaxinfo.com.

Regards,
Team Micromax

Binay Kamila

from Delhi, Delhi

Team Micromax,
I feel sorry for the nonsensical & cheating acts of your company which claims to be a reputed one in our country in the fields of mobile manufacturing. You all must be ashamed of for the same. I have made several communication seeking the refund along with compensation in this connection but of no use. If you still do no respond to my call for amicable settlement, I am sure to drop in the public domain tarnishing your company's so-called reputation.

Thanks,