Aug 09, 2020
Updated by Jo134687 Order was placed from Reliance Digital on 14th June 2020 and was delivered on 7th July 2020 in the evening at my residence time was 7 pm. Upon usage the laptop crashed.
How the laptop had crashed, here are the exact details which took place on 7th July 2020
I opened the laptop, finished setting up the device, and it booted then since during setting up the device I connected the laptop to the internet (wifi). So, when the device finished booting there was a request to do a system update. So, I Approved as it checked for updates automatically. After approval of the update, the apps which had been updated one by one started to detect some system errors. Due to which microsoft action center detected some problems after the update was completed. And, had automatically without any consent begin troubleshooting the problem occurred. After several restarts, which lasted for an hour or more., the system rebooted. But, I noticed the screen had hanged completely. The mouse pointer was not working for sometime, screen was completely frozen, mouse pointer was moving after 5 min, but I couldn't do a right click, left click, nothing was working. I even tried to do a refresh with right click and also used f5 for refresh and I noticed even keyboard also was not working coz the screen blinks once on pressing f5 or fn+f5 (varies from laptops).
So, waited for an hour I guess since I'm from a computer background so if you do actions when screen is frozen, the computer gets hanged completely and nothing will work. So, I waited patiently for an hour or so. Same situation, nothing changed.
So, I tried to go to the windows home icon at my left side of the screen and tried clicking but nothing happened. So, I used the physical windows home button on the keyboard to open windows home, so that I could restart the laptop. I was able to open windows home by clicking the button, but on clicking on restart or shutdown nothing happened since mouse pointer was not working.
So, I had no other choice to do a force restart, by holding the power button for sometime until screen goes blank and laptop restarts. But, before doing a force restart I tried put the laptop to sleep by pressing the power button once. Pressed the power button again to wake up the laptop, and logged in. Same situation, nothing happened. So, I did a force restart as I was helpless. The laptop booted up, and was working but I couldn't deny the fact that the laptop hanged or crashed. So, I reset the laptop to the factory setting. It was around 1 am in the morning as the laptop was delivered at 7 pm in the evening and it was raining. I had my dinner at that time since I had a laptop issue which just delivered from Reliance Digital.
I have voice recordings of the entire conversation.
So, next day i.e., 8th July 2020 I contacted the customer care of reliance Digital and explained the issue in brief not in detail. And, I would like to get a refund. She told that I would be connecting your call to a technical team they help you process the refund immediately. And, would get a call back. But, I didn't so I called the customer care support again and explained the same thing again, but still no action. So, i called the customer care no again and it was received by a technical team lucky but i had to wait to get connected to them. I explained the situation to them, and she told me that she is registering the complaint and directing my case to the ecommerce team so that the will process my refund immediately. Her response was satisfying since I would get a call back in 2-3 hours. But, no response. So, I tried calling the customer care again, but all lines were busy. So, hung up and called again. Finally, someone picked up and she was from the ecommerce team, I told them the order no, they said they would give me a replacement but I denied so she said that i would get a refund immediately. And, will get a call back from a senior ecommerce executive in few days. I waited, but no call. So, I called and i explained my situation again to the ecommerce team. And, they immediately transferred the call to the senior team of ecommerce. But, I had to again explain my complaint to them in depth but it was brief. So, she said okay. And, she registered my complaint and she told that I would get a call back once she speaks with the ecommerce manager and would get back to in 2-3 hours. And, they would process the refund immediately. She even promised. And, she agreed to it also.
So, I waited. But, no response 3 days were over and I called back again I went again to the customer care and they transferred me to ecommerce team and I told her my order no she asked would I like a replacement for the same product. I told no, so she said okay. And, told she will keep my call on hold while she talks to her senior and let me know immediately. She told me to take the laptop to the asus service center and get the DOA certificate from them. So, I told her I'm residing in Bangalore and it is lockdown here. Kindly please process the refund. We need the DOA (Date on Arrival) Certificate. She was stressing on it so much. She gave me a complaint no. So, I had called back again and told my complaint no and the ecommerce team senior associate answered by saying so, she said that you will get the refund immediately sir don't worry soon. She promised me also. Again after waiting for 10 days or more I called them back, ecommerce team picked a senior associate answered and I told her the complaint no and I had asked him/her the status of my refund as they promised me that I would get it shortly. But, he told me did i go to the brand service center to get the doa certificate and I will get the refund immediately. I said no. But one of your team senior associate ecommerce team, told me I would get the refund immediately. He denied and said no, without doa certificate I will not get the refund. And he hung up coz I was pissed now. But I didn't yell coz I was calm, but pissed off coz they keep saying different things everytime I call. So, I called back again. This time a lady picked up senior associate ecommerce team. She spoke to rudely asking my apartment manager to take the laptop the service center and hand it over. Once they get the doa Certificate, they will process the refund. Why should my apartment manager take my laptop and go to a quarantine area or red zone to deliver the laptop in covid-19. So, I addressed a mail to the customer support head of Reliance Digital. No response by call, only auto response that we will get back to you by 2-3 hours sometimes 10 days. So, I decided to add the ceo mail I'd as bcc and cc as customer support head with mail sent to reliance Digital customer care after sending so many emails same response automated 10 days and 2-3 hours. After sending so many emails I finally received a response from the ceo Escalation team that they call back and process the refund immediately. But, they forced me to get the DOA Certifcate even when we are in containment zone, zero contact. I mentioned it to her from the Ceo Escalation team of Reliance Digital. But, she replied to me by saying let my apartment manager take the laptop to the service center and submit the laptop and they will process the refund immediately. So, she forcibly made arrange a technician to check the laptop at my place, but I denied the technician but also they sent him Mr. Prakash coz Asus support team mailed me that I would get the replacement once the laptop is being checked and they want to fix the issue I don't want the issue to be fixed I just want a refund. But, also the sent the technician to my place, but I sent him back. This was also mentioned in the mail let us help you fix the laptop from our end so that we can help you better. It looks like Reliance Digital doesn't want to give me a refund, it was all bogus. They just want me to accept the faulty laptop and fix it. I don't want that I simply want back what I paid for the laptop in full i.e., the price i paid for the Asus TUF Gaming Laptop. And, once I get the refund I would deliver the laptop to the reliance Digital outlet near my place and I have mentioned this several times to the customer care to please process the refund. Even to the CEO Escaltion Team. Because I sent the technician back and told the company I will be sending a legal notice and get a refund via court order. Then, sent a mail to me that my allegation is not clear and I'm lying the laptop is faulty. It is not faulty, I went down in tears. And, felt like they are trying to threaten me.
So, I would like someone to put immense pressure on them i.e., Reliance Digital and Asus to process the refund immediately. I don't want anything else I just want what I paid for the laptop which crashed i.e., Rs. 85, 599/-. And, I return the laptop to them.
Aug 09, 2020
Updated by Jo134687 Order was placed from Reliance Digital on 14th June 2020 and was delivered on 7th July 2020 in the evening at my residence time was 7 pm. Upon usage the laptop crashed.
How the laptop had crashed, here are the exact details which took place on 7th July 2020
I opened the laptop, finished setting up the device, and it booted then since during setting up the device I connected the laptop to the internet (wifi). So, when the device finished booting there was a request to do a system update. So, I Approved as it checked for updates automatically. After approval of the update, the apps which had been updated one by one started to detect some system errors. Due to which microsoft action center detected some problems after the update was completed. And, had automatically without any consent begin troubleshooting the problem occurred. After several restarts, which lasted for an hour or more., the system rebooted. But, I noticed the screen had hanged completely. The mouse pointer was not working for sometime, screen was completely frozen, mouse pointer was moving after 5 min, but I couldn't do a right click, left click, nothing was working. I even tried to do a refresh with right click and also used f5 for refresh and I noticed even keyboard also was not working coz the screen blinks once on pressing f5 or fn+f5 (varies from laptops).
So, waited for an hour I guess since I'm from a computer background so if you do actions when screen is frozen, the computer gets hanged completely and nothing will work. So, I waited patiently for an hour or so. Same situation, nothing changed.
So, I tried to go to the windows home icon at my left side of the screen and tried clicking but nothing happened. So, I used the physical windows home button on the keyboard to open windows home, so that I could restart the laptop. I was able to open windows home by clicking the button, but on clicking on restart or shutdown nothing happened since mouse pointer was not working.
So, I had no other choice to do a force restart, by holding the power button for sometime until screen goes blank and laptop restarts. But, before doing a force restart I tried put the laptop to sleep by pressing the power button once. Pressed the power button again to wake up the laptop, and logged in. Same situation, nothing happened. So, I did a force restart as I was helpless. The laptop booted up, and was working but I couldn't deny the fact that the laptop hanged or crashed. So, I reset the laptop to the factory setting. It was around 1 am in the morning as the laptop was delivered at 7 pm in the evening and it was raining. I had my dinner at that time since I had a laptop issue which just delivered from Reliance Digital.
I have voice recordings of the entire conversation.
So, next day i.e., 8th July 2020 I contacted the customer care of reliance Digital and explained the issue in brief not in detail. And, I would like to get a refund. She told that I would be connecting your call to a technical team they help you process the refund immediately. And, would get a call back. But, I didn't so I called the customer care support again and explained the same thing again, but still no action. So, i called the customer care no again and it was received by a technical team lucky but i had to wait to get connected to them. I explained the situation to them, and she told me that she is registering the complaint and directing my case to the ecommerce team so that the will process my refund immediately. Her response was satisfying since I would get a call back in 2-3 hours. But, no response. So, I tried calling the customer care again, but all lines were busy. So, hung up and called again. Finally, someone picked up and she was from the ecommerce team, I told them the order no, they said they would give me a replacement but I denied so she said that i would get a refund immediately. And, will get a call back from a senior ecommerce executive in few days. I waited, but no call. So, I called and i explained my situation again to the ecommerce team. And, they immediately transferred the call to the senior team of ecommerce. But, I had to again explain my complaint to them in depth but it was brief. So, she said okay. And, she registered my complaint and she told that I would get a call back once she speaks with the ecommerce manager and would get back to in 2-3 hours. And, they would process the refund immediately. She even promised. And, she agreed to it also.
So, I waited. But, no response 3 days were over and I called back again I went again to the customer care and they transferred me to ecommerce team and I told her my order no she asked would I like a replacement for the same product. I told no, so she said okay. And, told she will keep my call on hold while she talks to her senior and let me know immediately. She told me to take the laptop to the asus service center and get the DOA certificate from them. So, I told her I'm residing in Bangalore and it is lockdown here. Kindly please process the refund. We need the DOA (Date on Arrival) Certificate. She was stressing on it so much. She gave me a complaint no. So, I had called back again and told my complaint no and the ecommerce team senior associate answered by saying so, she said that you will get the refund immediately sir don't worry soon. She promised me also. Again after waiting for 10 days or more I called them back, ecommerce team picked a senior associate answered and I told her the complaint no and I had asked him/her the status of my refund as they promised me that I would get it shortly. But, he told me did i go to the brand service center to get the doa certificate and I will get the refund immediately. I said no. But one of your team senior associate ecommerce team, told me I would get the refund immediately. He denied and said no, without doa certificate I will not get the refund. And he hung up coz I was pissed now. But I didn't yell coz I was calm, but pissed off coz they keep saying different things everytime I call. So, I called back again. This time a lady picked up senior associate ecommerce team. She spoke to rudely asking my apartment manager to take the laptop the service center and hand it over. Once they get the doa Certificate, they will process the refund. Why should my apartment manager take my laptop and go to a quarantine area or red zone to deliver the laptop in covid-19. So, I addressed a mail to the customer support head of Reliance Digital. No response by call, only auto response that we will get back to you by 2-3 hours sometimes 10 days. So, I decided to add the ceo mail I'd as bcc and cc as customer support head with mail sent to reliance Digital customer care after sending so many emails same response automated 10 days and 2-3 hours. After sending so many emails I finally received a response from the ceo Escalation team that they call back and process the refund immediately. But, they forced me to get the DOA Certifcate even when we are in containment zone, zero contact. I mentioned it to her from the Ceo Escalation team of Reliance Digital. But, she replied to me by saying let my apartment manager take the laptop to the service center and submit the laptop and they will process the refund immediately. So, she forcibly made arrange a technician to check the laptop at my place, but I denied the technician but also they sent him Mr. Prakash coz Asus support team mailed me that I would get the replacement once the laptop is being checked and they want to fix the issue I don't want the issue to be fixed I just want a refund. But, also the sent the technician to my place, but I sent him back. This was also mentioned in the mail let us help you fix the laptop from our end so that we can help you better. It looks like Reliance Digital doesn't want to give me a refund, it was all bogus. They just want me to accept the faulty laptop and fix it. I don't want that I simply want back what I paid for the laptop in full i.e., the price i paid for the Asus TUF Gaming Laptop. And, once I get the refund I would deliver the laptop to the reliance Digital outlet near my place and I have mentioned this several times to the customer care to please process the refund. Even to the CEO Escaltion Team. Because I sent the technician back and told the company I will be sending a legal notice and get a refund via court order. Then, sent a mail to me that my allegation is not clear and I'm lying the laptop is faulty. It is not faulty, I went down in tears. And, felt like they are trying to threaten me.
So, I would like someone to put immense pressure on them i.e., Reliance Digital and Asus to process the refund immediately. I don't want anything else I just want what I paid for the laptop which crashed i.e., Rs. 85, 599/-. And, I return the laptop to them.
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