[Resolved]  The Mobile Store — Damaged my mobile in the name of Extended Warranty fraud

Address:

Chennai, Tamil Nadu

Please go through the mail, you will understand the whole thing.

Please suggest should I go for consumer court ?


Mail communication between the mobile store:
=================================
(the only thing I changed in the below mail is: i replace my personal mail by office mail, as I was communicating from my office mail, but I always did put my personal mail id in CC)


Please Reply..

From: biswapati.[protected]@gmail.com
Sent: Monday, August 25, 2014 7:00 PM
To: '[protected]@dfssl.com'; 'Mobicares'
Cc: 'biswapati.[protected]@gmail.com'
Subject: RE: TMS1407A100: Facing issues post buying the product from TMS

Till waiting for a logical/genuine response…

-Biswapati

From: biswapati.[protected]@gmail.com
Sent: Wednesday, August 20, 2014 4:29 PM
To: '[protected]@dfssl.com'; 'Mobicares'
Cc: 'biswapati.[protected]@gmail.com'
Subject: RE: TMS1407A100: Facing issues post buying the product from TMS

Dear TMS,

As per your last mail, till now I did not receive the call (conference call with repair division).
And as you said “handset was in working condition. But, while re-assembling the Handsets there are high chances that it goes dead due to liquid issues.”

This reason is quite beyond logical reasons.
As I submitted my mobile for repair after a week of facing the issue (wi-fi issue only). It might have reach your service station 3-to-4 days (from the call with TMS local store and call from repair division). And by that time liquid only affected wi-fi part of the board and not all the board. And apart from that if as per you“, while re-assembling the Handsets there are high chances that it goes dead due to liquid issues” that means now liquid affect the board. Don’t you think it’s quite illogical.

Also to add to your notice(which I repeatedly brought to your notice during the call) that the agent from repair division told that wi-fi issue is due to liquid and not covered under extended warranty but your phone will be operational as usual except Wi-Fi.

And if while re-assembling the Handsets got affected, then it’s the irresponsibility of your repair team. And should I suffer for the same as I paid some extra bulk of amount for extended warranty ?

Thanks and expecting a genuine service,
Biswapati


From: TMS Customer Care [mailto:[protected]@dfssl.com]
Sent: Friday, August 15, 2014 4:23 PM
To: biswapati.[protected]@gmail.com
Cc: 'Mobicares'
Subject: RE: TMS1407A100: Facing issues post buying the product from TMS
Importance: High

Dear Mr. Biswpati,
As discussed,

Your handset is at store and the back cover is also have reached to our store, same you can go and collect from them.

Also, as per the updates your handset has been diagnosed as liquid damage that’s what it can’t be covered under Extended Warranty Services.

As you said that while submitting the handset was in working condition.

But, while re-assembling the Handsets there are high chances that it goes dead due to liquid issues.

We will make conference call with the repair division within coming 24hrs.

Please grant us for the same.


Yours sincerely,
The Mobicares Team


From: biswapati.[protected]@gmail.com [mailto:biswapati.[protected]@gmail.com]
Sent: Wednesday, August 13, 2014 2:32 PM
To: [protected]@dfssl.com; [protected]@themobilestore.in
Cc: biswapati.[protected]@gmail.com
Subject: RE: TMS1407A100: Facing issues post buying the product from TMS

Dear Mobicares Team,

Thank you for your reply.

But I guess, you understand my concern that from more than a month I am not able to receive my mobile and apart from that neither I am able to hear anything about the progress/status/resolution plan for the same.

After contacting many times to the local Mobile Store branch(Nehru Nagar), I was informed that some work is in progress for changing the back cover which was changed in service center.

But what happened to the issue that the mobile is not getting switched on after getting it back from service center. Whereas while submitting the mobile was fully operational except WI-Fi which was checked/verified by the store persons who received the mobile for service.
When I asked the store authority for the same, they told me to send mail.

I am worried as expected as I am not able to know what is going on or when I can expect my mobile at least with the condition I had submitted the mobile.

Please help me in this regard.

NOTE:
My Mobile is still at you’re the Mobile Store Nehru Nagar Branch. (I didn’t receive as phone was not getting switched on after returned from service center )
I had submitted mobile at your store on 8th July 14.
I have contacted you on Tuesday, July 22, 2014 3:26 PM.


Thank you,
Biswapati


From: Mobicares [mailto:[protected]@dfssl.com]
Sent: Friday, August 01, 2014 8:31 AM
To: biswapati.[protected]@gmail.com
Subject: RE: TMS1407A100: Facing issues post buying the product from TMS

Dear Customer,

We apologize for inconvenience cause to you.

We wish to inform you that we are working on your complaint & We would request you to allow us some time to resolve your issue.

Yours sincerely,

The Mobicares Team


-----Original Message-----
From: biswapati.[protected]@gmail.com [mailto:biswapati.[protected]@gmail.com]
Sent: Thursday, July 31, 2014 8:50 PM
To: [protected]@dfssl.com; [protected]@themobilestore.in
Cc: biswapati.[protected]@gmail.com
Subject: RE: TMS1407A100: Facing issues post buying the product from TMS

Hi Mobile Store,

Its going to be complete a month, I am struggling with your service.
I am not getting any response neither from you or Mibicares or your The Mobile Store, Nehru Naga Branch.

Please provide a solution as early as possible.

Thanks in Advance,
Biswapati Acharya


________________________________________
From: Mobicares [[protected]@dfssl.com]
Sent: 25 July 2014 08:17:00
To: biswapati.[protected]@gmail.com
Subject: RE: TMS1407A100: Facing issues post buying the product from TMS

Dear Sir,

We have forwarded your details to our concern team and we are awaiting status from them.
Once we receive the same we will update you.

Yours sincerely,

The Mobicares Team
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From: biswapati.[protected]@gmail.com<mailto:biswapati.[protected]@gmail.com>
[mailto:biswapati.[protected]@gmail.com]
Sent: Thursday, July 24, 2014 2:52 PM
To: [protected]@dfssl.com<mailto:[protected]@dfssl.com>;
[protected]@themobilestore.in<mailto:[protected]@themobilestore.in>
Cc: biswapati.[protected]@gmail.com<mailto:biswapati.[protected]@gmail.com>
Subject: RE: RE:TMS1407E942: Facing issues post buying the product from TMS

Dear TMS,
Did you able get any updates on this case ?

Thanks,
Biswapati

From: biswapati.[protected]@gmail.com
Sent: Tuesday, July 22, 2014 5:46 PM
To: 'Mobicares'
Cc: 'biswapati.[protected]@gmail.com'; '[protected]@themobilestore.in'
Subject: RE: RE:TMS1407E942: Facing issues post buying the product from TMS

Sorry, I missed the job sheet no. in initial mail.

Please find below the details of my mobile:

IMEI No: [protected]
Job No: RP[protected]
Extended Warranty card: EXWAR0964816

(The above information I took from the Job Sheet receipt given to me while submitting my mobile at the mobile Store)

Thanks,
Biswapati


From: Mobicares [mailto:[protected]@dfssl.com]
Sent: Tuesday, July 22, 2014 3:48 PM
To: biswapati.[protected]@gmail.com
Subject: RE:TMS1407E942: Facing issues post buying the product from TMS

Dear Sir,

We would request you to provide your handset IMEi number & Extended warranty number.
So we will be able to check the details.

Yours sincerely,

The Mobicares Team
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From: biswapati.[protected]@gmail.com<mailto:biswapati.[protected]@gmail.com>
[mailto:biswapati.[protected]@gmail.com]
Sent: Tuesday, July 22, 2014 3:26 PM
To: [protected]@themobilestore.in<mailto:[protected]@themobilestore.in>
Cc: biswapati.[protected]@gmail.com<mailto:biswapati.[protected]@gmail.com>
Subject: Facing issues post buying the product from TMS

Dear TMS,

I had bought a Samsung Galaxy Note-II from your The Mobile Store Nehru Nagar Branch, Chennai on November 2012 with an add-on of one year Extended Warranty Services.

[Address of TMS Branch: The Mobile Store, 390, Nehru Nagar, Old Mahabalipuram Road(OMR), Chennai]

Recently I faced an issue with my mobile(Samsung Galaxy Note-II), where it was not able to detect/connect any Wi-Fi network.
Hence I visited your Nehru Nagar branch(From where I purchased the mobile), to give my mobile for service under Extended Warranty Service.

The store authorities checked the mobile functionality as well as the Wi-Fi issue and they noted the details and received the mobile(On 8th July 2014) to send to your Repair Division(Ahmedabad-I was told).

Issues with My Mobile in Details:


1. On 5th July till mid-night I had used internet over Wi-Fi and slept
with Wi-Fi “switched on” on my Mobile – No issue till now

On 6th July morning when I tried accessing internet faced the issue, where my mobile was not able to detect/connect any Wi-Fi network --- But I was able to access internet with 3G/2G.

2. Sometimes (frequency 2 times out of 10 times), I was not able to
switch on my mobile after removing Battery.

But this problem used to resolved, if you connect to charger/usb cable and switch on the mobile.


Now after 2/3 days I received a call from the Service center and I was asked to explain the issues with my mobile, which I mentioned clearly each and every word as described above.

Again I received a call from the Service center after a Day, and they stated that it’s a Liquid issue and hence warranty violation and I will be able continue to use my phone all functionality without the Wi-Fi. When I asked how it can be a liquid issue, where I used my mobile is working alright till mid-night and at morning it stops detecting/connecting the Wi-Fi. Then they told it might be sweat from ear while talking over phone, which is still unbelievable how sweat enters during mid-night to morning time period. (As of me I am 100% sure of there is no water drops or no rain touched my mobile). The service center didn’t agree and told that they will send picture for liquid damage and will return the mobile to the mobile store.

Now on 19th July I got the confirmation from the mobile store, Nehru Nagar branch on confirmation of the mobile from service center. So I went to collect my mobile.
The store person removed the mobile from courier packing in front of me and tried to switch on the mobile and found out the below issues with my Mobile:


1. Not able to switch on the Mobile. The power button was pushed
inside and not working. So the store person tried connecting the charger and tried switching on the mobile again which was again unsuccessful. (But mobile was showing charging symbol of Battery upon connecting the charger)

2. I had given the mobile with original Samsung Flip cover, but the
mobile was having a very old/damaged Back Cover instead of the cover with which it was sent to Service Center.

NOTE: You can confirm the same from your store persons (The Mobile Store, 390, Nehru Nagar, Old Mahabalipuram Road(OMR), Chennai)

I gave my mobile to The Mobile Store in Working Condition except Wi-Fi issue and now it’s dead and not working. Hence I didn’t receive the mobile from Mobile Store branch and the store person called the service center in front of me but the service center people disconnected the call after receiving.
So the store person told me that they are sending a clarification mail and they will get back to me.

Today when I called The mobile Store, Nehru Branch, they gave a
number([protected]) to call and explain the issue. When I called the same number, he was not ready to listen to anything as well as his behavior was too bad and rude.

As a regular customer(Bought 4 hi-end Samsung mobiles {S2, Note-I, Note-II,
S3}) of The Mobile Store, is it illogical to expect a good service from The Mobile Store ?

My Details:

Name: BISWAPATI ACHARYA
Mobile: +91 [protected]
Email: biswapati.[protected]@gmail.com<mailto:biswapati.[protected]@gmail.com>
(This email id is registered with The Mobile Store)


Hope The Mobile Store will listen and resolve my issue as soon as possible.
Waiting for your reply


Thank You,
Biswapati Acharya


P Please don't print this e-mail unless you really need to.

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