| Address: | 122015 |
| Website: | www.micromaxinfo.com |
1. Please refer the following:-
(A) many of my e-mails to [protected]@micromaxinfo.com specially dt 21 jun and 10 jul 16 and your mail dtd 25 jul 16.
(B) service request ser[protected] ticket no. -359960 and mmx[protected].
(C) telephonic conversation between me and mr sudhanshu of your customer care centre[protected] at 22:20 hrs on 11 jul 15 from my mobile.
(D) telephonic conversation between me and mr anoop of your customer care centre[protected] at 18:13 hrs on 16 jul 15 from my mobile.
(E) micromax micare service request no. Ser[protected] dt 11 aug 16 and ser[protected] dt 21 aug 16.
(F) telephonic conversation between me and micare executive (Name not remembered) at my mobile from[protected] at 12:33 h on 16 aug 16.
(G) telephonic conversation between me and micare executive (Mr manoj and supervisor mr vikram) at 12:27 h on 22 aug 16 at my mobile from[protected].
(H) many emails from my email id - to [protected]@micromaxinfo.com (Specially dtd 21 jun 16, 10 jul 16, 12 jul 16, 25 jul 16, 28 jul 16, 29 jul 16, 30 jul 16)
(I) micromax warranty clause as uploaded on www.micromaxinfo.com as well as the warranty clause provided to me with the tablet.
2. I purchased a micromax tablet p680 with imei sl no. [protected] and [protected] on 6 may 16 and after the delivery delays, the tablet was first put in use on either 22 may or 23 may 16 (You might have registered the same and can easily find out exact date of its first usage). The tablet stopped taking the charging w. E. F. 21 jun 16 and on the same day i had registered the complaint through e-mail (Tkt no.- 359960) as well as through a service request vide ser[protected].
3. As adviced by the customer care, i visited the service centre alongwith all necessary documents on 09 jul 16 and was conveyed that some pin of the charging jack of the tablet is disconnected from the motherboard and cannot be repaired under warranty. Local adjustments, if i desire, can be made only to facilitate charging (Connecting the tablet to any other device for data transfer is not possible) at the cost of rs 450.00. Else, as a permanent solution, i am to get the motherboard costing approx rs 4500.00 changed (Outside warranty). I was additionally conveyed that if the company approves replacement of motherboard, it will be changed at the service centre.
4. This was conveyed to micromax customer care executive mr sudhanshu during telephonic conversation made by me (From my mobile to your customer care centre[protected] at 22:20 hrs on 11 jul 16. I was confirmed that the jack is repairable under warranty and i need to make service centre executive talk to customer care on subject during my next visit to service centre.
5. I did the same on 16 jul 16 and call got connected to mr anoop who refused to undertake the repairs quoting the defect to be out of warranty. I requested him to provide me the warranty clause excluding the charging jack' internal damages from the warranty. A request was logged vide
Mmx[protected] but he or anyone else from micromax did not provide the same to me till date.
6. Finally, i downloaded the warranty clause available at your webpage and vide its para 3 could understand the following:-
Micromax shall not be obliged to undertake repair of products found waterlogged, liquid damaged or tampered as a result of repair carried out by unauthorized repairers.
7. As my tablet and its damage doesn't fall under para 3 of the warranty clause, and i have not been provided with any other warranty clause excluding charging jack damages from the warranty coverage, it remains liable to be repaired by micromax. Thus i continued to pursue the matter with micromax customer care for its repairs vide many emails from my email id - (Specially dtd 21 jun 16, 10 jul 16, 12 jul 16, 25 jul 16, 28 jul 16, 29 jul 16, 30 jul 16)
8. Since then till now, all my requests to micromax are being replied with a single sentence to coordinate with service center. Whereas, all the time i visit the service center, they ask me to contact the customer care for necessary instructions.
9. I would like to apprise/ remind you here that the defect occurred in the tablet within a month of its usage and the tablet is absolutely intact ruling out all probabilities of external damages. The charging jack is completely housed and well seated within the tablet casing. Any damage to its pins could only be attributed to its manufacturing defect or failure of the components within the tablet.
10. There is no physical damage to the tablet but the service center is not ready to repair the tablet without permission from the company to do so. If at all the charging jack is disconnected and cannot be repaired as well as the only solution left is to get the motherboard replaced, then the company must look into the matter for getting the motherboard changed under warranty. Kindly remember that the tablet has not even been used for one month before its unserviceability was noticed. Thus in all probabilities, the defect could have existed since new and has only emerged during the course of the usage of the tablet for first 20-25 days.
11. The tablet was put into bonafide use and handled safely. The charging jack of the tablet became unserviceable within a reasonably short period of its proper usage and there is no external damage to the tablet. Additionally, the tablet was never opened any time earlier before reporting the defect as well as producing the tablet to the authorised service centre.
12.in the last conversation from micromax customer care, i was conveyed to approach the company at micare link of the website and hence i approached micare vide ser[protected] dt 11 aug 16 for the following:-
(A) decision on the damage category and a request to consider the case seriously and intimate me as what is the stand of the company on the category of the damage.
(B) in case, repair of the tablet is outside the warranty clause, then to justify the same to me by quoting exact warranty clause. Otherwise issue necessary instructions to service centre at jaisalmer (Suncity mobiles) which has been refusing to repair it under warranty for replacement of the motherboard with info to me. It has already been conveyed to micromax that the secvice centre executives have categorically refused to undertake the repair and have communicated to me that if the company clears the repair then they will replace the motherboard as that is the only solution to the defect.
13. As a response to this request, i received a call from[protected] at 12:33 h on 16 aug 16. As i was travelling on that day, i was requested to reregister a complaint on 22 aug 16 at micare and wait for a call from micare executives prior to proceeding to service center.
14. A fresh request was raised vide ser[protected] dt 21 aug 16 and i received a call from mr manoj at 12:27 hrs on 22 aug 16. He had not even read the complaint and was not aware about the story. He also started to sing the same story of the defect of the tablet being out of warranty but had no reference to any document where this is written or published by micromax. Lastly he insisted that this must be written in the warranty card provided to me along with the tablet. After long conversation, i requested him to connect me to his supervisor, which he bluntly refused. On my insistence, to either connect me to supervisor or disconnect the call from his end, he connected me to his supervisor mr vikram. He also conveyed me that the defect of the tablet is out of warranty but he also had no reference to any document where this is written or published by micromax but the warranty card provided to me along with the tablet. When i confirmed him that i have read the warranty card but there is no clause excluding the defect of my tablet from warranty cover, and again insisted to either provide me reference of the document excluding my defect or issue instructions to the service center for replacement of the mother board. He assured me that he will arrange a call back from some service engineer but that also has not happened till date. Both of them also asked me to again contact customer care at [protected]@micromaxinfo.com for a better solution. I refused to do so as i have been played between service centre, customer care and now micare for a simple solution. I have checked the warranty card, where again there is nothing given to exclude the defect of my tablet from warranty coverage. The exclusions mentioned at para 6 of the warranty statement of the warranty card state the following:-
“ (A) the device imei number/ serial number, the accessory date code, water indicator or warranty seal has been removed, erased, defaced, altered or is illegible; or
(B) deterioration of the product due to normal wear and tear; or
(C) usage other than in accordance with the user manual, rough handling, ingression off exposure to any kind of liquid (Water, sweat, beverages, oils etc), exposure to moisture, dampness or exposure to extreme thermal or environmental conditions, corrosion, oxidation, unauthorized repairs, unauthorized spare parts usage, accidents, forces of nature, or other actions beyond the reasonable control of micromax unless the defect was caused directly by defects in material or workmanship. The warranty will also not cover any physical damage to the surface of the device including but not limited to cracks or scratches on the lcd or camera lens; or
(D) any defects caused by the fact that the battery has been short-circuited or by the fact that the seals of the battery casing or the cells are broken or show evidence of tampering or by the fact that the battery has been used in equipment other than those for which it has been specified; or
(E) the defect was caused by a defective function of the service provider cellular network or other system.”
15. Defect of my tablet is not covered in any of the above clauses of exclusion and hence still remains under warranty.
16. Kindly investigate the matter thoroughly and instruct the service centre (Email id of the service centre is placed above) to replace the motherboard (As that is the only option for repair of the tablet) instead of telling me every time to coordinate with service centre, micare or customer care and return with a fresh clause.
17. Awaiting for a reasonable response from your end.
Thanking you,
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Just wanted to check if you got any resolution to the problem from Micromax.
Regards
Manoj Tiwari