Hello Sir's,
I regret having purchased a REALME phone for my wife that cost 30k. Without wasting anyone's time if any of you will read this email, I'll cut the one month story as short as possible.
A real me x7 pro under warrant roughly 10 months old caught us off guard when the screen started to peel off in the corner of the front camera and a thin colored line appeared across the phone. (Phone was not dropped, neither was it hit to any hard surface). CONTACTed CUSTOMER service, and was asked to visit a service CENTER, which I did.
Service CENTER : First Floor, Door No.123, 124, Ispahani CENTER, Nungambakkam High Rd, Nungambakkam, Chennai, Tamil Nadu 600034
A stubborn and stone faced rude front desk executive unwelcomed me, saw the phone for a second, and without any further questions or any inquiry said it's not covered, you need to pay. (don't know what she asked me to pay for, i wish she knew).
After a bit of confrontation(calmly), I was referred to MAHESH, maybe a techie, who walks out sees the phone for 2 more seconds, says it's not covered under warranty, again without asking or hearing for any explanation. Another confrontation(calm), he heard my story, He accepted there was no damage seen on the phone but it's not his CALL TO get it done under warranty.
He took a video of the damaged area of the phone. Took a copy of the phone's purchase bill and said he'll send an email about this and a team will review and will call in 2 days. No call was made. 3 days later i visited the CENTER again, Mahesh said the team reviewed it and said it ll not be covered under warranty because the internal screen is damaged and without any physical force it will never happen. I asked for the review email copy, he said he can't show it. Things heated up and I explained again that I was honest enough to tell the truth that in no circumstances the phone was dropped or was the phone put through any physical force. I also mentioned if I were to lie the phone's exterior body should have any kind of signs of the phone being dropped, which it dint. He refused to answer or listen any further and walked away.(another day of LOP at work for me)
I called the CUSTOMER care and lodged a complaint on the issue - REGISTERED PHONE NUMBER FOR COMPLAINT - [protected] / COMPLAINT REF NO[protected].
Ever since then I have been kicked around like a football. Problem will be solved sir, please visit the service CENTER, says a CUSTOMER care executive, when i visit the service CENTER says we have not received any intimation. Like a fool I stood there having to prove that some had called me to go to the service CENTER. After having proved the same, The guy in the service CENTER says to me that the comments left from the escalation team in the complaint are not clear for him.- THE COMMENT READ - "HAVE ADVISED THE CUSTOMER TO VISIT THE SERVICE CENTER AND THE ISSUE WILL BE RESOLVED" He said he needed an email from i don't know who- otherwise he cant help me. (I WAS MADE A BIGGER FOOL). I've had conference calls with the technical team, escalation team and some RSM's called me to check. One in particular MR SUNDAR, who said he'll resolve the issue, but doesnt even pick my call.
I have made an innumerable number of calls, followed up with n number of people and every time someone understands what i say and a review the team or an RSM calls the service CENTER to check for the authenticity of the claim, Mr. MAHESH(techie) says its physical damage bluntly. When i try to correct the word he uses so the review team does not misunderstand the damage type, that the screen did not peel off due to any physical force but could or may be manufactural or internal defect, In a cold tone he goes behind my back and tells them it can never happen without dropping the phone and he has reviewed it and he is sure about it (like his assessment is final and i cannot do ### about it).
In the due process the screen completely went blank and the phone screen was no longer working. When asked about the same he said it is bound to happen and he can't do anything about it.
My only concern in all this is why would I go to such lengths if I had physically damaged the phone. Why is no one trusting the CUSTOMER once. Why are the REAL ME TECH GODS analysis sitting in the service CENTER always right?. Why can't it be some physical defect with the phone's body which could have led the peel off of the screen eventually daming it.
This is my last hope to see if someone can help me solve this. Hoping still that someone will believe my side of the story.
Thank you
Lokesh Srinivasan
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