| Address: Pune, Maharashtra |
I purchased my xolo q1000s handset on 15th Nov'2013. Until last week (6th July'2014) the mobile was functioning properly, all of a sudden, the charger connector did not support my xolo charger and I could not charge my mobile. I tried with other USB chargers as well, however, result was same. I went to Xolo service center (authorised) in pimpri, pune, showed them the handset. They agreed to the issue and commented that we would need to replace the charging connector of handset. Next day, I got a call from the service center, saying that my handset could not be repaired under warranty as they concluded that it has been re-opened by someone else in the market (non -authorised personnel might have opened it at one point of time), which was not the actual case.
I told them that my mobile has been functioning quiet well and I had never faced any issues with it. Also, I am the only person who handles that mobile, hence, there has never been a scenario where I would have required to open up the mobile outside authorised service center. It took 5 office hours to explain them and make them agree to what I was telling is correct. They advised that we would change the connector and then you can collect your mobile at 4 pm (7th July). Due to office meetings, neither me nor my husband could make out to collect the mobile by 4 pm. We did leave office at 6pm thinking that we might collect it the same day as the customer care office shuts down at 7pm. However, the weather on the same day was not in our favor. it rained heavily and we could not collect the handset same day. Next day, me and my husband, both went to customer care at around 4 or 5 pm and what we hear is totally ridiculous. We got to know that the connector has been changed, however, the charging is still not supported by the handset, and now it has to be sent to NOIDA which would take next 25 days to repair and get back to me.
I asked the customer care executive that why this concern was not informed to me yesterday as you had promised to get it repaired, I was blamed saying that you did not come at 4 pm as per your commitment, thats the reason, we had to wait for another 1 day to get your permission for sending your handset to NOIDA. Should they had called me on the same day, they would have saved my one day duration in getting me back my handset.
Now when I agreed to send my mobile to NOIDA, I had to ask them for job sheet, which ideally is expected when you give your handset for repair/maintenance.
Are there customer care exceutives really caring for customer or they just feel that once the products are sold they no more are required to be repaired under maintenance. POOR Quality of service, just for connector issue, I have to stay far from my handset for a MONTH!!!
Complaint marked as Resolved
Xolo customer support has been notified about the posted complaint.
Verified Support
Sep 26, 2014
Xolo Customer Care's response Dear Mr.Shah
Thank you for giving us a chance to assist you.
This is in reference to your complaint dated 14.06.2014 regarding XOLO Smartphone. We trust that the provided solution is pleasing and no further issues at your end.
If in near future you face any issues with XOLO Smartphone, you may contact us for further assistance. We will always be happy to assist you.
We value your relationship with XOLO and assuring of our best services, always.
Warm Regards,
Sudip Banerjee
XOLO Care
[protected]@xolo.in
www.xolo.in
30 Oct, 2014 11:19 AM
i
visit kalkaji xolo care which is show on website, i visit there again
and again, but before office closing 06:00 pm care shop is closed, then
fianlly one time on 28/10/2014 care is open, agent prefer me lajpat
nagar 2nd, and then i visit ther on 29/10/2014, after 05:00 pm, and my
takone num is:135, they submit my handset for 210 days and i informe,
there is no screacts on whole body, remaine powerswith button is not
working accutally button is feel press but there is no sence in working,
and the femail agent told me, the complain already open from kalkaji,
and complan num is:[protected], so take my handset, in mannualy
closed, and divert for next upcoming 20days TAT, there is only problem
in power key, and there is no screacth on whole body & with orignal
screen gaurd, and agent take my handset after cheak,
so kindly cheak my complain will resolve with in a TAT, |
thank you, phn num is:[protected], alt num is:[protected]
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