Date: 06/03/2017
Mumbai
To,
The Panasonic India
Sub: Defective mobile phone
Please take note that:
1. I have purchased a Panasonic Eluga Note mobile phone on 13/10/2016 from the Big Bazar at R City mall, Ghatkopar East, Mumbai on 13/10/2016 for Rs. 10, 990/-. The photograph of the invoice is annexed hereto.
2. When I visited big bazaar the sales person represented that the phone had very good features which included a long battery life. Based on his representation and the specifications which appeared on the box I decided to purchase the said phone.
3. The packing reflected the battery power as 3000 mAh which should at least last a days active usage. However after using the said phone soon I realized that the said phone is not only taking a very long time to charge but also drains very quickly . It takes around 4-5 hours of non stop charging to reach 100% battery. And thereafter it would drain within 4-5 hours of normal usage. .
4. In order to check the battery I even deleted majority of application on the phone however the battery continued to drain Even if the phone is kept idle, the battery keeps on draining at the same pace..
5. We were really upset on the fact that, after paying so much of money, such defective products and inferior quality goods are being sold to us. I wonder if the company checks the performance of products before packing and selling it to the customers.
6. I finally visited the Big Bazar store where the sales representative advised me to visit, your service center “Tech Mobile” at Rajgore complex at Ghatkopar (West).
7. As I stay at Govandi the said location is quite far, however as I had no other choice I visited the said center on 28/2/17 but my bad experience of the purchase only increased thereafter. It was a sad state of affairs there. The persons sitting on desk were absolutely unwelcoming and were shouting at customers and also were uncordially addressing the phone calls which they were receiving. I had been using Nokia mobile since past 10 years, however I hardly had any issues with the handset. But whenever I visited their service centers, I was treated with courtesy. Now I regret for changing my mobile brand to Panasonic.
8. They took my mobile and made me sit for 2 and half hours, although there was not much crowd at all. After 2 and half hours when I asked them twice thrice, they handed over phone to me. I said I will check if the battery issue has been solved or not, as it takes me about an hour to reach from my place to the service center, and I do not wish to travel again and again. Then sitting in front of the desk person, I made one call from the same handset and spoke for about only half a minute and battery drained by one percent. When the person on desk saw this, she said, “We have repaired the software and when software is repaired, the battery keeps on draining. And slowly when you start using the phone again, it will work properly.” This was the stupidest logic I had ever heard. This was not even worth opposing, so I asked her what needs to be done now? She said, “You will have to keep the phone here. If the battery needs a replacement, it will take 7 days and if the phone needs to be sent to our Delhi office, you can collect the phone after 21 days.”
Then I specifically told her, that you do whatever is required but pleas repair my mobile at the earliest. Then she kept my phone with her.
Meanwhile I also tried to speak to the so called engineers sitting behind the glass, who refused to talk to me. I wonder if those people actually hold engineering degree. I request you to please enquire if those persons are really engineers or the customers are being deceived.
9. On 03/03/2017 I gave a follow up call to service center, that time I was told that the phone is ready and you can collect. (If the phone was ready, wasn’t it their duty to call and tell me?) Wanting to reconfirm, I requested to check again if the battery problem is solved or not, as I don’t wish to travel that long unnecessarily. The female on the other side seemed to be in a bad mood and kept on arguing with me and finally after wasting some time in futile arguments, my call was transferred to other person saying that “you speak to the person to whom you had deposited the phone with”. I fail to understand how the employees of AUTHORISED service centers can be so rude to the customers!
10. Then the same conversation was repeated and without telling me if it is repaired or not, she asked me “Do you want us to send the phone to Delhi?” I said I had kept the phone with you to do whatever is required.” Then she said, “You were not ready to send the phone to Delhi that day.” I said “Madam, I had kept the phone for this purpose only otherwise why would I have kept the phone with you”. Then she alleged that, I am LYING and I was not ready to send the phone to Delhi. I was really furious till that time.
11. Then I called up on the customer care number of Panasonic. The person asked my IMEI number. I gave him both the numbers. After trying 3-4 times, both numbers were not traceable. He asked me to again call back the service center and get the job sheet number.
12. Trust me, I was trying to call on the only number of Tech mobile which is made available since 5.30 pm till 8 pm. It was constantly busy. (Although the timing is given till 6 pm, as the phone was busy, I tried calling on the number thinking that, there might be somebody in the office).
13. On the next day I again called them and got the job sheet number. I was provided with KJASCMH558317CI10884 this number. I again called up Panasonic customer care and gave this number. Thankfully the number was traced and I am told that the phone is in transit. The person told me that it will take only 10 days to return your phone. When I referred him about the 21 days time told by tech mobile, he said “they have told you much more time than what is required.”
This handset had my feelings attached, as it was gifted by my beloved husband as a birth day gift. However he has also felt very bad, seeing the performance of the phone. We have decided to not to use Panasonic products henceforth. Due to the poor performance of battery, I had to buy a power bank for additional battery support. Also it has hampered my business as it majorly depends on calls and emails etc.
I wish to buy a new handset and do not wish to use the REPAIRED handset (that too, repaired just within 4 months from buying), which is again going to cost me a lot.
I hereby ask for compensation of Rs. 25, 00, 000/- inclusive of price which we had paid for the said handset, the mental agony which I had to face due to defective handset, the ill treatment from Panasonic authorized service center. The inconvenience I am currently facing due to not having mobile phone.
I hope Panasonic will be more careful about it’s reputation in the market and take appropriate and strict action against the concerned service centers as well as improve upon the product quality which they are selling under their brand name.
If you fail to make payment within next 7 days, that is till 18th of March 2017, I shall be at liberty to take appropriate legal action / make this letter available to public at large.
Sincerely,
Neha Jagtap.
E mail – [protected]@gmail.com
Mobile – [protected].
Panasonic India customer support has been notified about the posted complaint.
