[Resolved]  Xolo — No resolution or return of mobile phone even after 46 days

Address:

Bangalore, Karnataka

IMEI numbers - [protected], [protected] Work order number[protected],[protected] I had bought a Q1011 online the week it was launched. But, the day I got the phone I discovered that it does not sync contacts from my Google Account, or for that matter any account (like Whatsapp, Skype etc). I emailed and called Xolo customer care and since they could not fix the problem they asked me to take the phone to service center. So I went to Xolo authorized service center, Service Point, in Jayanagar 4th block. I spent 2.5 hours at the service center and they couldn't fix the issue too. So they sent it to Xolo head office for fixing the issue. Work order number[protected]. Xolo couldn't fix the issue either. So they sent a replacement handset on Aug 29 instead of my new Q1011. The replacement handset was of a different model, Q1100, but it looked pretty old and used. It had multiple software glitches, which I had emailed to Xolo customer care. And it looked that it was repaired as the sticker behind battery was very crumpled. So I returned the Q1100 on Sep-2 and made Xolo customer care person talk to Service Point personnel. Service Point gave me an Acknowledgement slip and took the handset back. Since then, between Sep-3 and Sep-12 I have spoken to Xolo customer care 4 times and gone to Service point twice. I am not even getting a status update on my case. Xolo customer care says that there is no update on my case as Service Point has not updated that I have returned the Q1100. Customer care keeps asking me to get a new work order number. Service Point says that they don't give any work order number for a return phone, and they can give a another work order number. When I asked Service Point why they have not updated in Xolo system that I have returned the phone, they say that on Sep-3 they had sent the Q1100 to the Xolo area manager in Bangalore. They say that I should either contact Xolo customer care or the area manager for an update. I have called the area manager at least 10 times and messaged him 3 times. But, his phone is either busy or he doesn't answer the phone. Once he even cut the call. But, still there is no response from the area manager. The mobile was given to the area service manager so that the issue could be resolved faster (2 weeks), than if it was sent to Noida (3 weeks). But, on Sep-17, I got an SMS with a new work order #[protected] informing me that the mobile has been sent to Noida for repair & I can expect delivery by 17-Oct. Again I spoke to Xolo customer service 3 times (including a supervisor) and they have no update. They are asking me to contact service center in Bangalore. I did but, the service center never answers any calls (hence my complaint against them earlier). Given this condition, which is like a deadlock, who do I get my issue resolved? I am asking for a standard resolution which is - give me my Q1011 with the software issue fixed, or give me a new replacement phone (not a used & repaired phone), or refund me the money. Please help. Thank you JOhn