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Vivo Mobile India — warranty fraud by vivo mobile india

Background - on 20 march 2019, i bought a vivo y95 mobile handset (Sn-a807sc506c00) from a retailer shop, m/s hello mobiles ([protected], [protected]@gmail.com) in port blair. After a period of about seven months, on 03 nov 2019, graphics of the phone display distorted and cluttered with multiple red lines and by 04 nov 2019, the display totally gave up. It is pertinent to mention that the phone was never dropped on hard surface or immersed into the water. It had no physical damage or traces of water, when produced in front of the service center staff. However, since purchased, formation of moisture inside camera lenses was often a problem, especially whenever it was exposed to the air-conditioned environment for prolong duration. As, the remaining functions were satisfactory, i didn’t approach service center for any assistance until the display malfunctioned.

Grievance on the incident - as the phone is under warranty period for one year from the date of purchase, i preferred to approach m/s yingjia communication pvt. Ltd., the only authorized vivo service center in port blair. However, instead of rendering support with positive response, the staff at service center resorted to weird allegations based on all sorts of assumptions/ speculations just to disagree for repairs under warranty. Assumptions were made to such an extent that even the laws of physics were amended to support their own argument with illogical statements that the water inside phone evaporated and converted into moisture. Whereas, it is a basic concept that moisture is formed as the air condenses. Undoubtedly, it is a case of material failure, wherein the body of the phone could not withstand low temperatures of domestic air-conditioner, when exposed for prolonged duration. This led to formation of moisture and subsequently white patches over a period of time due to ion effect of air impurities. Obviously, a user cannot go to space or shelter himself inside vacuum for making calls or using handset. External environment will have its effect and cannot be neglected.

Conclusion - it is submitted that the breakdown of mobile phone display is purely a case of material failure and i cannot be held responsible for this. As no traces of water was observed, when the phone was offered at the service center, it cannot be stated with certainty that the phone was damaged because of liquid contact. However, if the company has already set its policy not to entertain any warranty defects and to levy cost of spares and repairs on the users, the service centers are free to trap vivo users with hundreds of reasons only on the basis of assumptions, for declaring the warranty null and void. Such indifferent response from the vivo service center, blaming its user for no fault is extremely disappointing and a cause of concern. Accordingly, with full generosity, i make a humble request to vivo company to address my problem at the earliest and issue necessary directives for repair of my vivo handset under warranty.

Warm regards,

Shekhar dudhraj,[protected]
([protected]@gmail.com)
Port blair
South andaman - 744102

Complaint Status


[Nov 08, 2019] Vivo Mobile India customer support has been notified about the posted complaint.
Verified Support
Vivo Mobile India Customer Care's response Nov 10, 2019
Hi Shekhar, sorry for the inconvenience caused and we apologize for the delay response. In order to assist you regarding your concern, please share your complete details with contact number, IMEI number of your handset and Job Sheet on our official mail id that is [protected]@vivo.com
Updated by shekhar811 Dec 08, 2019
GRIEVANCE FOR BEING CHEATED IN TERMS OF WARRANTY
BY VIVO MOBILE INDIA

Copy of mobile phone bill with IMEI numbers and job sheet from service center is placed as attachment.

I am strongly not in agreement with whatever story service center agent has cooked up over the job sheet merely to prove his point and to extract money for repairing handset that is under active warranty period.

Background - On 20 March 2019, I bought a Vivo Y95 mobile handset (SN-A807SC506C00) from a retailer shop, M/s Hello Mobiles ([protected], [protected]@gmail.com) in Port Blair. After a period of about seven months, on 03 Nov 2019, graphics of the phone display distorted and cluttered with multiple red lines and by 04 Nov 2019, the display totally gave up. It is pertinent to mention that the phone was never dropped on hard surface or immersed into the water. It had no physical damage or traces of water, when produced in front of the service center staff. However, since purchased, formation of moisture inside camera lenses was often a problem, especially whenever it was exposed to the air-conditioned environment for prolong duration. As, the remaining functions were satisfactory, I didn’t approach service center for any assistance until the display malfunctioned.

Grievance on the Incident - As the phone is under warranty period for one year from the date of purchase, I preferred to approach M/s Yingjia Communication Pvt. Ltd., the only authorized Vivo service center in Port Blair. However, instead of rendering support with positive response, the staff at service center resorted to weird allegations based on all sorts of assumptions/ speculations just to disagree for repairs under warranty. Assumptions were made to such an extent that even the laws of physics were amended to support their own argument with illogical statements that the water inside phone evaporated and converted into moisture. Whereas, it is a basic concept that moisture is formed as the air condenses. Undoubtedly, it is a case of material failure, wherein the body of the phone could not withstand low temperatures of domestic air-conditioner, when exposed for prolonged duration. This led to formation of moisture and subsequently white patches over a period of time due to ion effect of air impurities. Obviously, a user cannot go to space or shelter himself inside vacuum for making calls or using handset. External environment will have its effect and cannot be neglected.

Conclusion - It is submitted that the breakdown of mobile phone display is purely a case of material failure and I cannot be held responsible for this. As no traces of water was observed, when the phone was offered at the service center, it cannot be stated with certainty that the phone was damaged because of liquid contact. However, if the company has already set its policy not to entertain any warranty defects and to levy cost of spares and repairs on the users, the service centers are free to trap Vivo users with hundreds of reasons only on the basis of assumptions, for declaring the warranty null and void. Such indifferent response from the Vivo service center, blaming its user for no fault is extremely disappointing and a cause of concern. Accordingly, with full generosity, I make a humble request to Vivo Company to address my problem at the earliest and issue necessary directives for repair of my Vivo handset under warranty.

Warm Regards,

Shekhar Dudhraj, [protected] /[protected]

([protected]@gmail.com)

Port Blair

South Andaman – 744102
Complaint comments  3 Comments     Updated: Share0Tweet0

Comments

My mobile didn't got new version Funtouch os update now onwards and Android pie also. My mobile model vivo y83 pro. I buy this Mobile 16000 last year 2018 9th month. I contact to vivo through mail and they told me your mobile didn't compatibility to new versions. So I want new updates mobile or I want my money back. Please help me.

Vivo Mobile India Customer Care's response, Nov 11, 2019
Verified Support

Hi, thank you for contacting vivo India. We have responded you through Message, we would request you to please check it.
GRIEVANCE FOR BEING CHEATED IN TERMS OF WARRANTY
BY VIVO MOBILE INDIA

Copy of mobile phone bill with IMEI numbers and job sheet from service center is placed as attachment.

I am strongly not in agreement with whatever story service center agent has cooked up over the job sheet merely to prove his point and to extract money for repairing handset that is under active warranty period.

Background - On 20 March 2019, I bought a Vivo Y95 mobile handset (SN-A807SC506C00) from a retailer shop, M/s Hello Mobiles ([protected], [protected]@gmail.com) in Port Blair. After a period of about seven months, on 03 Nov 2019, graphics of the phone display distorted and cluttered with multiple red lines and by 04 Nov 2019, the display totally gave up. It is pertinent to mention that the phone was never dropped on hard surface or immersed into the water. It had no physical damage or traces of water, when produced in front of the service center staff. However, since purchased, formation of moisture inside camera lenses was often a problem, especially whenever it was exposed to the air-conditioned environment for prolong duration. As, the remaining functions were satisfactory, I didn’t approach service center for any assistance until the display malfunctioned.


Grievance on the Incident - As the phone is under warranty period for one year from the date of purchase, I preferred to approach M/s Yingjia Communication Pvt. Ltd., the only authorized Vivo service center in Port Blair. However, instead of rendering support with positive response, the staff at service center resorted to weird allegations based on all sorts of assumptions/ speculations just to disagree for repairs under warranty. Assumptions were made to such an extent that even the laws of physics were amended to support their own argument with illogical statements that the water inside phone evaporated and converted into moisture. Whereas, it is a basic concept that moisture is formed as the air condenses. Undoubtedly, it is a case of material failure, wherein the body of the phone could not withstand low temperatures of domestic air-conditioner, when exposed for prolonged duration. This led to formation of moisture and subsequently white patches over a period of time due to ion effect of air impurities. Obviously, a user cannot go to space or shelter himself inside vacuum for making calls or using handset. External environment will have its effect and cannot be neglected.

Conclusion - It is submitted that the breakdown of mobile phone display is purely a case of material failure and I cannot be held responsible for this. As no traces of water was observed, when the phone was offered at the service center, it cannot be stated with certainty that the phone was damaged because of liquid contact. However, if the company has already set its policy not to entertain any warranty defects and to levy cost of spares and repairs on the users, the service centers are free to trap Vivo users with hundreds of reasons only on the basis of assumptions, for declaring the warranty null and void. Such indifferent response from the Vivo service center, blaming its user for no fault is extremely disappointing and a cause of concern. Accordingly, with full generosity, I make a humble request to Vivo Company to address my problem at the earliest and issue necessary directives for repair of my Vivo handset under warranty.

Warm Regards,

Shekhar Dudhraj, [protected] /[protected]

([protected]@gmail.com)

Port Blair

South Andaman – 744102

Vivo Mobile India Customer Care's response, Dec 12, 2019
Verified Support

Hi Shekhar, sorry for the inconvenience caused. In order to assist you regarding your concern, please share your complete details on our official mail id that is [email protected]
Vivo has been indifferent and my problem remained unaddressed. In fact I started receiving fraudulent calls but no response from Vivo.
Vivo Mobile India Customer Care's response, Apr 9, 2020
Verified Support

Hi Shekhar, we apologize as a reply is delayed due to the current COVID-19 situation. In order to assist you regarding your concern, please share your complete details with a contact number and location on our official mail id that is [email protected]

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