[Resolved] Portronics — Pathetic Customer Service by Portronics India

Mar 30, 2022

Address:

Portronic Digital Pvt. Ltd. B-6, Wazirpur Industrial Area, New Delhi - 1100525

First ever disappointing experience with Portronics !!!

Bought the Harmonics Twins S2 on 28th evening from a local dealer (Sai Ezone, Ranchi, Jharkhand). The product was fully sealed and packed when handed over, but the product inside is faulty, looks used and old.

- 28th night when I tried putting the box and pods on charge, the charger cable which is of a really bad quality was not taking the charge. There was not light showing that the device is being charged.
- 29th morning I tried to charge again and somehow it charged without any indicating light, & kept disconnecting. The charging cable does not fit the box socket easily, it is quite a struggle there.
- The display screen is not working at all, the insides of the box is also has scratches and used look.
- Both buds do not work simultaneously.
- The Bluetooth gets disconnected.

Spoke to the customer care personnel first thing in the morning of 29th March, I was asked to write a mail asking for REPLACEMENT. I sent them the mail on 29th along with all photographs.

I was told they will take 24 hours to resolve the issue. After 24 hours all they had to tell me was to send the damaged product via courier at my own expense only for them to CHECK and DECIDE whether its worthy of replacement or else they will simply repair and send it back.

So I spend money on buying a damaged product of this brand, then I spend additional money to make that product reach them only for them to CHECK and simply REPAIR the product and not provide for a new one ???
Why should a customer bear the charges of dispatching a damaged product being sold by their brand ?
Literally no brand these days charge for courier services, not even in case of RETURN !
Moreover, their support team is rude and disrespectful to the customers.
The first one didn't even open the file that I had shared and was rude enough to tell me to share photographs again.
The second one asked, how would spending 50-100 Rupees matter to me, if it doesn't matter why don't you do that for me ?

Attaching herewith the Photographs and Bill for your perusal.

Hoping for EARLY RESPONSE !!!

Was this information helpful?

No (0)

Yes (1)

May 1, 2022

Complaint marked as Resolved

Portronics customer support has been notified about the posted complaint.

Verified Support

Mar 31, 2022

Portronics Customer Care's response Respective consumer support,

We would like to inform you that this customer mailed us on 2 days ago (Tue, 29 Mar 2022 at 12:32 PM) and our team replied on the same day at 2 days ago (Tue, 29 Mar 2022 at 1:57 PM). Customer called us and our team request this customer to give this product back to retail shop from where he purchased but customer did not returned the shopkeeper. then our team shared replacement process as per policy. Customer denied to send to us.

Fist of all we can offer repair/replacement in case of any technical issue but as per this customer he got used product so we unable to understand that if customer got seal pack product then how come it is a used product.

Still if customer want to get new product then he/she has to send at our warehouse for to get new replacement. We do not have reverse pick up facility.

Brand never denied to give new replacement to the customer but customer have to follow the process and same replied to customer on his ticket - 326595.

Thanks & Regards
Portronics Support Team