[Resolved] Xolo Mobile — Seeking replacement for mobile which caught fire

Leroy

Address:

New Delhi, Delhi

I haven't received any response from Xolo customer care regarding replacement for my Xolo mobile which caught fire on 11th February 2015. Though I have repeatedly called customer care and written to the company, they have been rather unresponsive till today. I am only seeking only a replacement of the product since this is coming under the warranty period.

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Complaint marked as Resolved

Verified Support

May 05, 2015

Xolo Customer Care's response Dear Customer, Greetings of the Day! Thank you for writing to XOLO. This is in reference to your post dated 04.05.2015 regarding your complaint for your XOLO Smartphone. We request you to kindly pay visit to any of our XOLO service provider nearest to you for satisfactory resolution on your complaint. In addition, request you to share the work order number which will be given by the service centre end for satisfactory resolution on your complaint. For any further query or feedback, please contact us at reach.[protected]@xolo.in Warm Regards, Sandeep Dey XOLO Care reach.[protected]@xolo.in www.xolo.in

Oct 25, 2015

Updated by Leroy This complaint has gone unheard since then and the service center has decided not to attend to the problem saying that the warranty becomes void due to fire.
My concern is more about SAFETY than it is to do with the replacement. If this is not covered under warranty?, should we wait for an incident where someone gets killed due to overcharging?
As a consumer, I would want to appeal to Court that the company (in this case XOLO) or any company needs to fully bear the expense of what defects arise from the products they make, which should also include any damages caused by the product.

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Comments

Leroy

I didn't find any satisfactory response. The service center and the customer care (phone line), said that there is nothing that they can do, and the warranty got void due to fire. They also stated that the fire could be due to voltage fluctuation or due to over-charging, or maybe due to reasons which I might have hidden...
Is it normal for a phone to catch fire? Is there any place in India where there is no voltage fluctuation? if so, how many complaints of fire related issues would have come by now? How many times have we all overcharged by an hour or more? Mind you, this phone was left for charging only for 3 hours max.

If I knew that it was normal for a phone to catch fire or cause me harm, why would I purchase it? The fact is they don't even consider knowing that it is under the warranty period.

Being a genuine customer, I found this very unsatisfactory and disappointing. Now, not only will I not recommend to anyone but I feel like I want to sue the company - reason!! The fire almost killed me since the fire happened while I was sleeping.

Add guess what? I'll receive another computerised message following this (this has been the case with most of the request which I shared with the customer care.