| Address: | Mumbai City, Maharashtra |
Dear Sir,
The below mentioned mail/ letter written to Xolo Customer Care with cc to I regret to buy XOLO Phone. This is the first time without going through the review I simply bought base on the word of my trusted electronic shop and Its my greatest blunder in my life. Below mentioned mail and letter written to Xolo Customer Center is self explanatory. Mail sent on 31.07.2014 morning followed by letter by Registered post. To my surprise till date no one bothered to call me to address the issue, which clearly shows there is nothing called Customer Support in Xolo. Guys I am going to
By Registered Post
Date: 31.07.2014
To,
The Head Customer Support
Xolo Customer Care
A-56, sector 64,
Noida – 201 301
Sub: Request to refund the money against the defective handset Model Xolo A500S, IEMI no [protected]
Dear Sir,
With reference to the above, please note that I purchased the handset from your authorized retail shop “New Abracadabra”, Galleria, Powai, Mumbai on 11/5/2014. However I actually started using the said handset after almost 5-6 days after I purchased, on getting new connection from RCom.
To my surprise the touch screen stopped working since 3rd July 2014 (which is within less than 45days) and immediately next day i.e. on 4th July, I took it to the same retail out let and they said that, they need to take it to the Service Centre located at Ghatkopar, Mumbai. Same was given to the service Centre on 7th July 2014 and the job card for the same was received from the Customer Support Center.
Since then almost every 3rd day I started following up with the same retail out let “New Abracadabra” and failed to even get an estimated date of resolution. As I know this outlet for last few years and have bought many gadgets from them, I know they will sincerely follow up with your customer service center, and they were doing the same but were helpless to give a proper reply to me as they were not getting any feedback from your customer care center. From them and also other users of Xolo handset, I understand that there are many such issues with Xolo handsets and on top of that your customer handling and support is pathetic.
Finally “New Abracadabra” last week told me that as per your company’s policy, Customer Care has confirmed that if the phone is not repaired and returned by 27th July, 2014, Xolo will give a new handset. They further said that as there are so many problems with Xolo, they even had a meeting with Xolo management team recently and same was assured to them.
As the same was not repaired and returned nor did I receive any call till yesterday afternoon, I visited the shop in the evening and to my surprise I came to know that in-spite of repeated follow ups nothing has happened so far. Even they called and spoke to someone from Xolo support and requested to confirm DOA so as they can issue a new handset, but as they didn’t got any confirmation, couldn’t helped me much and I had to come back as usual once again.
First of all I am really disgusted and unhappy about the poor quality of Xolo handsets. Me and my family are using or used many handsets of different makes and models, has neither faced such poor quality issue nor faces any manufacturing defects so far. And on top of that such a horrible customer support and harassment, has put us in serious doubt, if we have done a blunder buying Xolo handset.
As such, without any further delay, would earnestly request you to direct your retailer/ customer care to refund my money within next 48 hours. I don’t want to use such a horrible handset and experience further poor and pathetic customer support.
In case I don’t receive the same as mentioned above, I will bound to take it up with consumer forum and will also put up my experience in all social media.
Copy of job card enclosed for your reference.
Appreciate your response and action immediately.
Best Regards
Indranil Chatterjee
+91 [protected]
Cc: M/s New Abrakadabra, 70, Galleria, Hiranandani Gardens, Mumbai – 400076
Cc: To, The CEO, Lava International Ltd, A-56, Sector – 6, Noida – 201 301, UP
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